In this executive briefing of Convergys' 2011 US Scorecard Research, learn more about the state of customer care, important channel trends (including the impact of social media), as well as strategies for delivering a better customer experience.

Consumers' views of customer care channels are evolving and companies have a clear opportunity to shape the customer experience for a multichannel world. As customers embrace more and more channels, including social media, providing high quality, consistent customer care across every touchpoint is becoming more challenging. Learn how companies can adapt to the new reality of a multichannel world.

Convergys' 2011 US Scorecard Research shows that customer effort is linked to satisfaction, loyalty, and the bottom line. Learn about customers' perceptions of effort, what factors drive effort in the customer experience, and how companies can decrease customer effort.

Companies have to meet rising customer expectations in a growing array of channels, from Web sites to contact centers to social media. Effective customer care in a multichannel world requires greater sophistication and innovative thinking.

The rules of loyalty have changed, but by identifying and understanding their best customers, companies can take action to drive greater loyalty across their customer base. In this paper, we provide an actionable framework for designing differentiated experiences to strengthen relationships, advocacy, and the bottom line.

Loyalty is changing - but it's still critical. To stay close to customers, companies need to build day-to-day interactions into long-term relationships - and leverage pockets of intense customer loyalty. Companies can profit by tapping into changing customer perspectives.

The recession has altered customer attitudes, and demographic shifts are changing them further. To move forward with the recovering economy, companies need to tailor their care strategies to fit these new realities. Superior customer experience is the key to growth in the economic recovery.

A new generation of consumers is bringing different expectations to the market and making customer experience more important than ever. In this paper, we explore how companies can meet the diverging needs of today's demanding demographic groups.

The view from inside and outside of large companies can be very different. Convergys' primary research reveals a number of executive and customer disconnects and points to way to overcome them.

While employees are very good at identifying the service attributes and channel preferences that are most important to customers, they don't always understand the full impact of not living up to their customers' expectations.

Chinese consumers are experiencing an expanding world of product choices, but not always getting the customer service they prefer. New research reveals the cost of bad experiences, and what companies can do to both differentiate their brand and mitigate attrition.

Companies are finding that the traditional approaches to serving and satisfying customers are no longer enough - they need to consistently deliver the right customer experience. Convergys' research shows that thinking strategically has become key to building loyalty and profits.

Customers report that companies often find it difficult to provide the right experience - and when a company comes up short, customers will quickly spread the word and even defect. The right customer experience is critical - and that starts with a focus on the fundamentals.

Employee satisfaction and customer satisfaction are closely linked, and companies can have a positive impact by engaging the diverse workforce and shaping the employee experience.

There are a number of significant internal 'disconnects' that often impair excellence in service and customer experience, and executives hold the key to a better understanding of customers.

Customers demand a superior experience, and competition demands lower costs. Using the right tools and technologies, companies can deliver both. This paper explores a number of targeted efforts to rein in costs without losing sight of delivering the right customer experience.

Customer attrition is a growing challenge. To keep customers, companies can take advantage of more sophisticated and effective retention methodologies. With an understanding of the factors that drive defection, companies can explore operational data to discover links between defecting customers and problem-causing activities.