Aberdeen Group

by Randy Saunders

Aberdeen Group has published a new research report, “Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand.”

The study explores the adoption of Customer Experience Management (CEM) and isolates the leaders in customer retention and satisfaction to examine why these Best-in-Class companies outperform others when it comes to growing and harvesting customer advocates.

The study finds:

Best-in-Class companies achieved 91% customer retention on an annual basis, versus 59% for All Other organizations.
Best-in-Class companies achieved 88% current customer satisfaction rates, versus 69% for All ... Read More

We all have been witnessing the steady growth of contact center agents who work outside the main call center (remote agents). The main driver of this business trend is the need to reduce costs and to improve contact center efficiency. Secondarily, enabling remote agents supports recruitment of an increasingly diverse and distributed workforce.

But Aberdeen Group has discovered a new benefit for using remote agents. Best-in-class companies have seen a +10% improvement in customer satisfaction.

This might run counter to logic. The assumption is that on-premise agents can be more closely monitored for consistent customer care. The best-in-class companies overcome this by paying more attention to training and learning how to manage a ... Read More