Today is the Age of Experience. It’s so much more than being there for your customers when they pick up the phone. It’s so much more than your employees’ ability to effectively collaborate across distances and across devices. Because when it comes to unforgettable customer service and unquestionable employee satisfaction across every industry, EXPERIENCE IS EVERYTHING. Read on to find out why experience is so crucial to your bottom line.

Amazing Customer Experiences are Timely

of people expect a response to a social media comment in 15 minutes or less.

of consumers who interacted with a company daily feel loyal to that company

of consumers who interacted with a company weekly feel loyal

of consumers who interacted with a company monthly feel loyal

of consumers who interacted with a company a few times a year feel loyal

70%

Amazing Employee Experiences Are Tech-Forward

Amazing Customer Experiences are Frequent

Amazing Customer Loyalty Drives Sales

LOYAL CUSTOMERS

Up to 15% of a business’s most loyal customers account for

of its total sales

Amazing Employee Experiences are Collaborative

of business leaders believe collaboration improves productivity

Amazing Employee Experiences Drive Satisfaction

Amazing Employee Engagement DrivesBusiness GoalsWhen organizations empower their customers and employees to engage like this, productivity and profitability improve by 18% and 12%, respectively.

Sources:

1. www.globalservices.bt.com/nordics/en/point-of-view/autonomous-customer-2015

2. https://strativity.com/april-news-the-influence-of-frequency-delight-on-loyalty-infographic/

3. https://www.kellogg.northwestern.edu/research/retail/index.htm

4. www.globalservices.bt.com/nordics/en/point-of-view/autonomous-customer-2015

5. “Forrsights Networks And Telecommunications Survey, Q1 2013,” Forrester, April 9, 2013

6. “Driving Performance and Retention Through Employee Engagement,” Corporate Executive Board, 2004

7. “Meta-Analysis: The Relationship Between Engagement at Work and Organizational Outcomes,” Gallup Organization, 2012

Only Avaya has the communication solutions to help drive positive experiences, boost amazing engagement and make a real difference to business growth.

Find out more at www.avaya.com/midmarket

7 WAYS AMAZING CUSTOMER & EMPLOYEE EXPERIENCES POWER YOUR BUSINESS GOALS

PRODUCTIVITY: 18%+

55-70%

$$$

PROFIBILITY: 12%+

CUSTOMER EMPLOYEE

(twice that of age 50+ execs) are frustrated by technology at work, believing they can be more productive with better information sharing.

2 out of 3 execs under age 35

49%

87%

64%

33%

90%80%

Highly engaged employees are

to job hop.

87% less likely

BUSINESSGOAL

SUCCESS

have already deployed mobile apps to enable areas like customer relationship management (CRM) or order entry.

3

1

5

7

2

4

6