Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
USAA Bank achieved the highest score of 160 brands across 13 different industries - marking the first time in the study's five-year history that the top scorer was not a retailer.
The study looks at consumers' sentiments and expectations concerning interactions with companies on social media platforms. The following are its key findings:
“We found that customer acquisition and attrition had a significant impact on profitability, as did cost reduction efforts, but price compression (negative impact) and cost leverage (positive impact) were much bigger value drivers.”
