Start Making Sense Defining Customer Experiences That Enable High Performance

Date Added: Nov 2009
Format: PDF

Many experts believe that, while the global economy may have turned a corner, recovery will be prolonged and sluggish. Changing consumer attitudes and behavior will play a key role in setting the pace of recovery and generating new opportunities for organic growth. This paper is one of a series of reports on consumer behavior during the downturn and beyond, based on recent in-depth Accenture research. In this paper, highlights key findings from the most recent consumer satisfaction survey - an annual program - and offer recommendations for shaping customer service experiences that help capture and retain valuable relationships.