Saturday, May 19, 2007

Industry stats

The following industry statistics seem to make sense:
1. Loyalty Leaders three-year average operating margin is 22% higher than Loyalty Laggards - so says the 2005 Walker Loyalty Report for Communication Services.
2. Nearly 25% of consumers are dissatisfied with their call center interactions - so says the Aspect Contact Center Satisfaction Index Europe.
3. 74% of customers surveyed said it was "critical" or "very important" to improve customer experience - so says Forrester Research

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