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Poor Customer Experience Hurts the Bottom Line for Financial Services Companies

White Paper Published By: Adobe Systems, Inc.
Adobe Systems, Inc.
Published:  Oct 22, 2010
Type:  White Paper
Length:  12 pages

A poor customer experience does more than simply affect a  single transaction; taken as a whole, such experiences can drastically hurt a company's bottom line. Recent research commissioned by Adobe Systems and conducted by Forrester Consulting shows that the Financial Services industry is prone to conflicts within the customer experience process, more so than many other industries. Additionally, these negative customer experiences have been found to have a direct impact on customers' likelihood to purchase and recommend an institution's products.

Tags : 
adobe systems, customer experience, crm, customer care, b2b, b2c, service, customer service