Friday, May 6, 2011

[Yankee Group]: Consumers are Willing to Pay More for a "consistent, transparent and dynamic communication service"

A new Yankee Group survey by Sheryl Kingstone (picture), Director, and Susan McNeice, VP, advises CSPs that: ".. Cross-channel strategies and personalized pricing are key to success in this customer-centric era"

The survey finds that "Connected users:
  • Want the basics. They want consistent, high-quality connections at a competitive price, with good customer service and surprise-free billing.
  • Will pay more to get them. As many as two-thirds of respondents to our 2011 US Consumer Survey, Wave 1 say they will pay 10 percent more to ensure they receive customer experience basics.
  • Want fast, efficient service. They want their customer support agents to know about the status of the network and be able to resolve troubles right away.
  • Want a consistent experience. This means the overall experience should be the same across the contact center and Web self-service
See "Delivering a World-Class Customer Experience: Users Speak Out" - here.

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