2013 TeleTech Customer Experience Expectations - Financial Services Industry

%24 2013 FINANCIAL SERVICES EDITION CUSTOMER EXPERIENCE EXPECTATIONS 1Тоиг EXLECIS An infographic from Tele Tech about customers' frustrations with customer experience. After expressing feedback on social media to their financial services provider, what do customers expect? Feedback Nothing. An immediate 62% response from the company 28% Commiseration from friends Compensation for your trouble 6% Quality customer experience 100%- 80% - can change those perceptions. In fact, it influences a person's decision to do business with a brand. 60% – 00 How important is good customer experience in their decision-making? The customers have spoken and of financial services customers said it's HIGH. 40% – 20% 49% 0% .and positive word-of-mouth goes a long way in influencing their decision to use that company: 70% of financial services customers will consider a company based on positive word-of-mouth. 100000 00000000006 0000 D00006 0000000000000000 000 However, even in our ever-expanding digital world, most financial services customers 70% prefer to speak with a live person. prefer a live person proving difficult: ..BUT getting to a live person is 54% of financial services customers get lost in the automated service system which many liken to being lost in a corn maze. When customers manage to wade through the automated service system to reach an associate, their expectations decline: of customers in the financial services space want to speak to a friendly empathetic associate, yet 36% don't mind if they're inept. And, when they finally speak with a contact center associate, financial services customers really hate to hear these “scripted" phrases: "That's our policy" 26% リリ "You'll have to talk to "Your call is important to us" "We'll have to get back to you on that" my supervisor" 16% 7% 30% "Please enter "Please take our survey your personal identification following this call so that we can serve you better" number" 5% 17% Join the TeleTech community f TeleTech. O2013 Tele Tech Holdings, Inc.