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HCL Technologies

Improving the Investor & Channel Partner Experience through Customer Service Innovation

Improving the Investor & Channel Partner Experience through Customer Service Innovation

Today’s investors and channel partners – Broker Dealers, Registered Investment Advisors (RIAs), Financial Planners, Financial Institutions, and Global Consultant Firms – are more informed and connected than ever before. 

The balance of power has shifted. Your customers and partners are empowered to make more informed business decisions, with information at their fingertips.

According to Microsoft’s 2017 State of Global Customer Service Report, 96% of U.S. consumers say customer service is important in their choice of loyalty to a brand, and 56% say they have stopped doing business with a brand due to a poor customer service experience. Obviously, it is critical for firms to continue down a path of service innovation in order to stay competitive.

Think about the following data points when building your Customer Experience Service strategy from a cost center to a customer-partner retention center.

72% of businesses say that improving the client experience is their top priority. -Forrester Companies lose more than $62 billion due to poor customer Service. -NewVoiceMedia

Increasing customer retention rates by 5% can increase profits by 25% to 95% depending on industry. -Bain & Company 

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