9% of U.K. customers that stopped doing business with a company after a bad experience say they would likely do business if some effort was made to win them back.
-Convergys Scorecard Series Research
Do you have a win-back strategy?
Key Findings From the 2010 Convergys U.K. Customer Scorecard Research
When asked about their priorities for a customer experience, recessionary consumers showed increased interest in value. However, they still want fast, knowledgeable service in the channel of their choice. Increasingly that includes “blended” high-tech, human-touch channels such as live chat.
Customers are willing to accept some tradeoffs in the service experience, but increasingly they expect to be delighted in order to remain loyal to a company. Companies who listen, understand and respond to their key customer segments have the best chance at retention and growth.
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