This is a follow-up to yesterday’s post Giving unified user experience.
According to Genesys Telecommunications Laboratories, poor user experience robs U.K. businesses of £15.3 billion (24.5 billion US) per year.
73 per cent of U.K. consumers ended a relationship due to a poor customer experience. The average value of each lost relationship is £248 per year ($397 US).
This is a real customer chainsaw massacre. Why does it happen? Based on customer sentiment, poor customer service consists of:
- Having to repeat information
- Feeling trapped in automated self-service
- Being forced to wait too long for service
- Interacting with representatives who have no knowledge of the service history (or consumer value)
- Unable to easily switch between communication channels
Data fragmentation kills your customers and your business.