In these tough economic times, we can all agree that retaining customers is more important than ever. Forrester's March 2008 report, "Business Impact Of Customer Experience" found that a good customer experience correlates highly to loyalty—especially when it comes to consumers' plans for making additional purchases. When they examined how this might affect the annual revenue of individual companies, they found that customer experience quality could cause a swing of $242 million for a large bank and $184 million for a large retailer.
Today there is enormous pressure on service organizations to deliver an exceptional customer service experience with the same amount or fewer resources than in days past. The essence of right channeling is serving each customer via the most appropriate channel for that specific relationship and that specific interaction. The key to right channeling in this economy is determining the lowest cost channel that will resolve the customer's...
