14. Time Scarcity and Value Consciousness- Example Average waiting time (in seconds) after which calls are abandoned by customers Source: : Merchants International Call Center Report Figure shows that customers are less and less satisfied with the treatment they get from corporate call centers. The average time after which calls are abandoned fell by about 19% in just one year.
15. Declining Customer Satisfaction- Example (American Customer Satisfaction Index) with products and services Source : http://www.theacsi.org, University of Michigan
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17. Decreasing Customer Loyalty- Example Number of financial service providers Source : Unidex Report Number of different financial service providers that respondents are associated with
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Hinweis der Redaktion
Source: Information Resources, Sloan Management Review, BCG Analysis