Customer Service

Poor Customer Experience Hurts the Bottom Line for Financial Services Companies

Provided by Adobe

Category Customer Service

Type White Paper

Length 12

Publish Date October 22 2010

Date posted February 11 2011

Overview

In financial services, customer experience has a direct fiscal impact, and the experience is bad. This Forrester Consulting paper evaluates how consumers' and business buyers' opinions of online customer experiences compared to vendors' perceptions of their own online presence. This paper assesses the impact this could have on the bottom line for financial services.

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