UKNM: Re : Customer retention.

[Kevin Lelland]

Hi,


I've been reading the stuff on customer retention with interest. From research I have been involved with it would seem that often technology is coming between the company and its customer, rather than enhancing the customer expereince. From research - Half the companies we surveyed agreed with the hypothetical notion that technology COULD have a negative effect. On the other side 46% of consumers said that companies' use of technlogy IS actually making them feel more remote, with a further 31% sitting on the fence. Add to this the 40% of consumers who believe that doing business with these companies is getting too complicated and the picture for customer relationships could be seen to be quite gloomy. This obviously doesn't bode well for customer retention - what I am wondering is - does the group think that a high percentage of web companies are really implementing technology that makes things easier for customers?


Kev.

Kevin Lelland

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