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Report: Retail Customer Experience from Top 50 US Retailers

Retail Customer Experience Report Results Based on more than 40,000 consumer surveys gathered from the top 50 U.S. and 25 U.K. retailers, the 11th annual ForeSee Experience Index 2015 Retail Edition, reveals the retail customer experience across web, mobile, and in stores over the course of the holiday shopping season. This report examines the drivers Read more…

Repeated, high effort experiences are more damaging to brand and revenue growth than good experiences are helpful

Avaya announced the results of a Customer Effort Impact survey that highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins. Customer needs and company objectives often appear to be at odds when it comes to the customer experience. Consumers Read more…