Empower your workers by giving them better customer intelligence
The success of your company hinges on many things, but one of the most critical is how your team performs in customer experience management (CEM). It is the customer experience that determines sales, profits, and ultimately business success.
According to Aberdeen’s State of Service Management: Forecast for 2012, companies with a 90% or greater level of customer satisfaction reported higher retention, loyalty, and profits compared to companies with less than 50% customer satisfaction. Despite these findings, many businesses still remain skeptical about spending money to improve service, because they don’t see a direct correlation to sales and ROI.
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