Asia/Pacific Advanced Customer Care and Retention Survey, 2008: Reaching Generation

Asia/Pacific Advanced Customer Care and Retention Survey, 2008: Reaching Generation Y

Product Type: Market Research Report
Published by: IDC
Published: June 2009
Product Code: R104-39540

Description

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.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Introduction
Methodology
Study Design
Sample Definition
Sample Achievement
Quotas
Profile of Sample
Situation Overview
Introduction
Customer Care Currently Used
Preferences for Customer Care for Second-Generation Customers
Preferred Method of Communication with Customer Care
Preferred Methods of Contacting Customer Care in Relation to Type of Help Needed
Preference for Customer Care Agent and Likely Interest in Avatars
Types of Information that Motivate Frequency of Contact with Customer Care
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis
Table: Sample Achievement
Table: Devices Currently Owned (%)
Table: Top 2 Preferred Methods of Contacting Customer Care When Soliciting Information
Table: Top 2 Preferred Methods of Contacting Customer Care for Troubleshooting
Figure: Gender
Figure: Current Source of Help
Figure: Method of Contacting Company/Store for Help
Figure: Satisfaction of Customer Care Services Received at Company/Store
Figure: Preferred Method of Contacting Customer Care
Figure: Importance of Having More than One Way of Contacting Customer Care or Technical Support
Figure: Important Traits for Customer Care Agent
Figure: Interest in Interacting with Avatars
Figure: Types of Information that Motivate Customers to Frequently Seek Help

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