How to Achieve Fewer Assistant Contacts and Improve Customer Satisfaction

JD Power

Abstract:

How do executives deliver cost reduction through higher self-service containment while also delivering improved customer satisfaction? J.D. Power research finds that organizations employing strategies that achieve high containment in short periods of time typically suffer from lower customer satisfaction, loyalty, and advocacy.

This Strategic Solutions Series offers guidance to executives who are challenged to deliver both high customer satisfaction and high containment rates.

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