Abstract
This IDC study examines Generation Y (Gen Y) customers' behavior,
preferences, and interest in using new customer care media such
as going online, mobile text messaging, and so forth. It
also aims to provide insights to help companies draw some
actionable knowledge from customer interactions to improve their overall business
performance.
"IDC survey findings showed that young consumers had been going
to someone else or somewhere else instead of returning to
companies to seek help. This would be detrimental for companies
as they risk loosing good relationships with their existing customers
and also miss the opportunity to upsell to customers. It
is important for companies to develop advanced customer care and
retention (ACCR) to remain relevant and retain customers," says Audrey
Heng, associate market analyst, Emerging Technology Advisory Services, IDC/Asia Pacific.
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