Breaking the Vicious Cycle



Poor customer experiences can cost companies customers – and revenue.



Many companies respond to this loss by cutting costs in customer care, which further worsens the customer experience. In this article, Kenneth Tuchman, chairman and CEO at TeleTech, explores three ways companies can change course and create a virtuous cycle of satisfaction and profitability to better meet performance targets. Learn how to:


Make it easy for your customers to resolve their issue the first time

Take the initiative to improve the customer experience across all customer channels

Create a shared vision within your company and build an aspirational roadmap for improvement


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