- log in
Posted by Reineke Reitsma on December 11, 2009
[Posted by Reineke Reitsma]
My colleague Bruce Temkin recently published a report based on Forrester's North American Technographics data about how consumers already expect a poor experience when trying to resolve a customer service issue. But these expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers.
Seniors have the highest expectations, except when it comes to technology products.
Helping customers resolve issues represents a key moment of truth for building their brand loyalty, and exceeding expectations shouldn't be too hard ....
Search Forrester's Blogs
The dynamics that will shape the future in the age of the customer »
Planning for innovation and risk in the wake of Brexit »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »