Considering 74 percent of customers use three or more channels for support, according to Ovum, failure to deliver on customers'
heightened expectations can have serious business repercussions. Depending on the customer's level of influence and the amount of exposure he receives, one bad experience can have a dramatic effect on a company's reputation and its business.
According to Don Peppers, founding partner of Peppers & Rogers Group, "Customers who receive consistent service experiences are highly satisfied, more likely to remain loyal, and expand their relationships with a company." Do you have the strategies, processes, and technologies in place to deliver consistent customer experiences that help protect your company's reputation?
Download the latest In Action guide from 1to1 Media to learn:
How to benchmark your customer service performance
How to develop an understanding of how customers use mobile devices
Best practices for leveraging the cloud for multichannel success
How to examine the accessibility, applicability, and satisfaction of online self-service tools
How to overcome common silos that prevent seamless omnichannel experiences