Younger consumers are almost 60 per cent more likely to terminate a business relationship based on poor customer service

  • Research emphasises that businesses need to raise service levels according to heightened consumer expectations
  • Proactive and personalised service highlighted as key areas to enhance customer experience

CAMBERLEY, December 1st, 2009 — A research project undertaken by Genesys Telecommunications Laboratories, in partnership with Datamonitor and Ovum, has found that younger consumers, aged between 27 and 43, are approximately 60 per cent more likely than older consumers, aged over 44, to leave a company because of poor customer service. The research indicates that each generation of consumers have different expectations of customer service, and as each generation passes, these expectations increase. As a result, businesses need to continually raise their service levels to meet heightened customer standards.

For the majority of businesses, providing a dynamic and personalised customer experience is becoming increasingly important, as 83 per cent of participants reported they would welcome proactive engagement when using contact channels, such as self service. In addition, better integration and seamless transition between all communication channels – for example, phone and web – can greatly enhance the customer experience by allowing a greater degree of flexibility and personalisation. Consequently, it is important for businesses to not only take into account the changing nature of customer service provision – but to also raise service levels to meet heightened consumer demands and expectations.  

"Consumer dissatisfaction is clearly a serious problem for UK businesses, as the number of relationships that are being terminated per year due to poor customer service is costing billions of pounds," commented Lucille Jackson, Senior Marketing Manager UK & Ireland, Genesys. "Businesses need a clearer picture of what each customer wants – regardless of age – and to continually keep track of whether their needs are being met. Companies need to raise their game as customer expectations rise, otherwise customer satisfaction levels will continue to fall.

"Businesses that offer proactive outreach provide a more personalised and dynamic approach to customer service that allows them to engage with customers based on their individual expectations and demands. This can improve the customer experience and also improve bottom line benefits – definitely a priority in the current financial climate," Lucille Jackson continued.

About Genesys Telecommunications Laboratories, Inc.
Genesys, part of Alcatel-Lucent’s Applications Software Group, is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right resources – self-service, assisted-service and proactive outreach – to fulfil customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, please visit: www.genesyslab.com

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organisation in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

Media Contact:
Duncan Burford,UK PR for Genesys, 01780 721 433, dburford@iba-international.com 

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