87% of customers say service, or how they are being treated, is more important than brand or price.. -Convergys 2009 Customer Scorecard Research What are your customers experiencing?

Convergys 2009 Customer Scorecard Research
Key Findings

Customer service is the new differentiator – more important than price or brand
Attrition is the new customer feedback – signaling the prevalence of both bad experiences and service alternatives
More customers like multi-channel care – but each demographic segment has a different set of preferences
Satisfaction doesn't necessarily mean loyalty – and loyalty is harder to earn
Even when loyal, fewer customers forgive bad experiences