Edition 02

Facts you cannot ignore as a customer service or marketing manager

25th September 2009 By Micheal Leander Nielsen no comments

If you attend a marketing, management or customer service conference, you are bound to hear a whole bunch of quotes and “buzz-sentences”…

For your benefit, TeleFaction brings you selected facts that are important for most businesses and organizations. This page will be complemented/updated successively, and from 2007 you can expect to find links to TeleFaction’s own findings from real-life customer projects.

Facts about customer strategy

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy (Shaw & Ivens)
  • 71% of business leaders believe that customer experience is the next corporate battleground (Shaw & Ivens)

Facts about phone service

  • 92% of all customer interactions happen via the phone (Gartner)
  • 85% of consumers are dissatisfied with their phone experience (Gartner)

Facts about customer service and contact centers and call centers

  • 72% of all customers believe it takes too long to reach a live agent (Harris)
  • 69% said they were on hold for too long (Harris)
  • 50% of the people surveyed said that agents failed to answer their questions (Harris)
  • 44% said the information they received was not accurate (Harris)

Who brought this article to you?
Facts published on this page have been compiled by the customer service, customer loyalty, churn reduction and marketing experts employed at TeleFaction - The Return on Behavior Company.

In next month’s issue of Return on Behavior Magazine you can read about more relevant facts.

About the author: Micheal Leander Nielsen


Michael Leander Nielsen, CEO of Fokus Integrated, is a customer lifecycle marketing automation expert  and a marketing innovator. He is also an author and a speaker on subjects such as marketing automation, marketing performance metrics, customer strategies and effective internet marketing strategies. More information about Michael Leander Nielsen:

Meemoo2 - A blog for Marketing managers

Marketingboss TV Channel - hundreds of edutaining, educating, inspirational videos and films

With more than 20 years of managerial and operational experience from three continents, Danish born Michael Leander Nielsen is an integrated marketing expert and a marketing innovator. 

Today he spends his time with ambitious companies and organizations, providing consulting services in a range of specialised marketing fields. He is an expert in the fields of integrated marketing, marketing automation and productivity programs, internet marketing, push and pull strategies, lead relationship management strategies, customer experience strategies and strategies for growth and internationalization.

From newspapers to marketing, internet and CRM
Ever since his first “real job” soliciting subscriptions to The Delray and Boynton Beach News Journal door-to-door in sunny Florida, his career has included some 10 years in the marketing/publishing industry, and approximately 10 years in the IT software and IT distribution industry. 

Combining experience from the client side and the consulting/agency side, and having consulted to major-league clients across a variety of industries, Michael is a highly insightful, innovative and productive top-level marketing consultant.

Speaker, educator and mentor
He has spoken at hundreds of seminars and conferences, written hundreds of articles, lectured at numerous educational institutions, and is frequently quoted in leading marketing and IT industry publications in several countries.  Moreover, he proudly assists talented entrepreneurs in a capacity as board and/or advisory board member to share his experience in a mentor capacity. Check out his upcoming speaking engagements here 

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