Strativity worked with one of the largest mail operations in the world, whose mail carriers were ambivalent about addressing customer complaints.
Hackensack, NJ (PRWEB) July 17, 2014
Strativity Group was cited in the July 2014 Forrester Research, Inc. report, How to Make the Case for Customer Experience.
The report states: “Strativity worked with one of the largest mail operations in the world, whose mail carriers were ambivalent about addressing customer complaints. Its views quickly changed when Strativity was able to demonstrate that for each customer complaint, it would require 157 letters to be delivered to recover that cost.”
Overall, Forrester finds a strong relationship between the quality of a firm’s customer experience and resulting customer loyalty. The report outlines “four strategies for making the case for customer experience that progress in both complexity and customer centricity.”
About Strativity Group, Inc.
Strativity Group, Inc. is a global Customer Experience transformation firm. We define success by a single word: EXECUTION. Our holistic, integrated approach is unique to the industry and allows us to deliver exceptional performance, experiences and results for our clients. Our work spans multiple industries with clients that include: FedEx, Royal Mail, Mercedes-Benz, Capital One, Sage, and more. We have conducted over 150 transformation projects, impacting an estimated 220 million customers and 375,000 employees in 21 countries. For more information, visit http://www.strativity.com.