Read highlights from the U.K.-based Scorecard Series surveys
16% of U.S. 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.S. 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 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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