Putting CEx at the Centre of the Company21 August 2013 by HCL Technologies
Customer experience can become the crucial differentiator for financial services that are almost completely commoditized.
Yet resources and investments for customer experience remain limited. Why are organizations reluctant to invest in better customer experience?
It could be because they believe the customer experience they offer is in keeping with customer expectations. But the results of a recent study are revealing: 80% companies surveyed believe they deliver superior customer experience, however when their customers were surveyed, only eight percent agreed.
Poor customer experience results is negative word of mouth, increased marketing dollars to bolster sales, harried sales teams, the loss of market share and lower profitability. Addressing customer experience should be a top priority for financial services.
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Putting CEx at the Centre of the Company