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The TTEC 2015 Customer Experience Benchmark Research Report

Do customers and businesses have the same priorities when it comes to customer experience?

 

Findings from The 2015 TTEC Customer Experience Benchmark Report reveal that while in some cases both groups are on the same page, in others, they are miles apart.

Take mobile for example. Our research shows that businesses are making investments to improve the mobile customer experience, yet customers would rather businesses initially focus on the basics, like first call resolution. If businesses want to realize all the benefits associated with an exceptional customer experience, they need to start by considering their customers’ current expectations.

In this eBook, learn what businesses can do to more effectively align their investments with customer priorities and preferences, including:

  • Taking the time to understand customer channel preferences
  • Paying attention to how customer expectations vary by industry
  • Treating customers as the unique individuals they are
 

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