According to an Ovum survey of 300 US-based consumers, customers are willing to pay a premium of almost 10% in order to receive great customer service. By improving the customer experience at every touch-point, enterprises will gain more loyal customers who are also likely to act as brand advocates.
This whitepaper provides readers with Ovum’s viewpoints on:
- How changing consumer behavioral trends are impacting customer service;
- The importance of various metrics in determining the success of a contact center;
- The five key steps to improving the customer experience.