Will Asia-Pacific consumers pay more for better customer service? The answer may surprise you. Download this infographic, which shows the findings from Avaya's 6th annual CEM Index and survey results, to learn more.

1. Getting to the Heart of an
Excellent Customer Experience
Will consumers in APAC pay more for excellent customer service?
1. Why Customer Experience Matters
Consumers respond to
excellent and poor
customer service
Customer experience impacts
customer retention but has a
greater impact on long term
business value
Impact of Poor
Service
83%
70%
Will actively avoid the company
buying more products or services
83%
Will advise friends and
family to avoid the
company
Only 4% will do nothing
Prepared to pay at
least 10% more for
excellent customer
service
2. Customer Expectations Are High
How do you rate the
importance of the following
in delivering a good
customer experience?
Seamless service delivery is an
expectation but is currently
being under-delivered
Customers have multiple
experiences with an
organization but rate the
integration poorly
50%
55%
57%
16.38
Interactions with one
company in 3 months
01/03
Company knowing history
across different channels
63/100
Company combining
info collected from different
interactions to provide
seamless service
Not repeating your
query each time
Customer rating for company
delivering consistent
service across different
channels

2. 3. Multi-Channel is the New Reality
Consumers use an average of
3 different channels to interact
with an organization in 3 months
Consumers are more than
happy to use different
channels to contact the
same organization
68/100
71%
57%
In Person
2
Phone (excl. IVR)
In Person interactions
receive the highest
level of satisfaction
43%
1
Web Self-Service
3
37%
Top 3 Channels
Used in 2013
Of all interactions
are resolved by phone
channels (excl. IVR)
4. Future Channel Usage
Web self-service will be
used more and most often
First and foremost
consumers want to
be able to resolve
queries themselves
Which channels do consumers
expect to use more in 2014?
41%
Web
self-service
02/03
35%
Email
32%
Mobile
Apps
Likelihood to use
Video if offered?
25%
Facebook
25%

3. 5. The Rise of Social Service
Social Media is seen as a way
to expedite a response to an
existing query
Social Media is being used
when the consumers are
unable to resolve the query
directly with the company
68%
Why Contact
the organization
via Social Media?
87%
Posted their query
directly onto the
company’s Facebook
page
Had already tried to
resolve their query
with the company
directly
60%
To get a quicker
response
48%
Get a more positive
response
6. Organizations Need to Respond By...
1
3
Delivering an integrated
and seamless experience
across multiple channels
3
Giving control back
to consumers through
an effective digital and
mobile strategy
2
Looking at their
multi-channel strategy
at the enterprise level
and not in silos
4
Getting consumers to
help design their ideal
experience
4
Source: Fifth Quadrant Research:
Avaya Asia Pacific Customer Experience
Management Index 2013
03/03
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