Service in the news
Customer experience a key determinant of loyalty according to two recent studies.
Loyalty web site specialist ‘The Wise Marketeer’ (site requires registration)reported two recent studies highlighting the effect of customer experience on loyalty and advocacy.
In The negative impact of satisfaction on loyalty, Accenture report that three-quarters of customers who experience ‘average customer service’ also reported a desire to defect from a supplier.
Meanwhile, Maritz research shows that more than two-thirds of American consumers (68%) said they want to take their business elsewhere – or have actually done so in the past two years – as a result of a poor customer experience.
The UK Customer Experience Awards are dedicated to helping UK plc raise the quality of customer expereinces.
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The UK Customer Experience Awards are sponsored by some of the leading companies and organisations, who understand the importance of measuring and benchmarking the ‘customer experience’.
