In this issue:

From the president

Consumers want a shorter path to service

The top 7 mistakes companies make with investment statements
Krispy Kreme: A sweet customer experience lesson

Do your staff really understand what kind of experience you're trying to create and how they personally contribute to delivering an exceptional customer experience? The team at Krispy Kreme does. Look at the bottom line results that Krispy Kreme is achieving. They're amazing!  

This month's newsletter is about your staff, your IVR system, and your investment statement. Our first article gives you the scoop on the growing frustration people have with IVR systems. Then Ruth-Anne shares the top 7 mistakes that companies are making with their investment statement.

Helping you keep your brand promises,

Consumers want a shorter path to service

A new study indicates a growing frustration with menu-driven customer service options. How effective is your IVR system at delivering an exceptional customer experience? Read this feature article from Destination CRM and find out what customers don't like.

The top 7 mistakes companies make with investment statements

Companies send millions of statements out each year to those of us who have investments. But most of the statements we receive are not really meeting our information needs and some are really confusing. How many of these top 7 mistakes is your company making?


This Month's Poll
You've been receiving our e-newsletter monthly with 4 articles in it. How's that working for you? Tell us how often you'd like to receive it.

The same — once a month with 4 articles
Less often — every two months with 4 articles
More often — every two weeks with 2 articles
More often — every week with 1 article


Results

July 2004 - Issue No. 20
Just to be clear is a monthly
e-publication for clients and
colleagues of:
The Customer Experience Company
a division of Carolyn Watt & Associates Inc.
19361 Centre Street, P.O. Box 369
Mount Albert, Ontario, Canada L0G 1M0
phone: 905-473-5888 fax: 905-473-9306
Questions or comments?
Contact Ruth-Anne Boyd
at ext. 221 or by email
at raboyd@itsaboutretention.com