Convergys 2010 Customer Scorecard Research
Key Findings

• The recessionary customer is more focused on value than price
• The recessionary customer expects first contact resolution when calling a service center
• Consumers are more likely now than before the recession to report bad experiences, and to expect resolution for those experiences
• Baby Boomers, Gen Xers, and Millennials have increasingly different service expectations and communication channel preferences
• The definition of "loyalty" has changed, and it does not necessarily include forgiveness
• Each industry has a core group of "super loyalists" who demonstrate financially meaningful behaviors

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