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Reducing Customer StruggleIn association with Tealeaf, Econsultancy has this week launched the second annual survey on Reducing Customer Struggle.

This survey aims to explore the extent to which companies understand the overall customer experience and the technology they use to identify issues and remedy them.

The research also looks at which customer channels are most relevant for organisations and the relationship between offline and online business components.

As was the case last year, the research will be based on a survey open to business professionals working for companies involved in e-commerce and e-business who want to understand how to improve the customer experience and business performance. Those taking part in the research will get a free copy of the resulting report ahead of its publication.

As revealed in last year’s report, poor online experience, coupled with a lack of insight about why customers are abandoning sites, is costing businesses billions of dollars/pounds each year - more than $50 billion lost in the US and around £14 billion lost in the UK in 2010.

The widespread adoption of mobile means it is essential for companies not only to adapt their websites and marketing messages for a range of different devices, but also to understand how customers interact with brands via mobile devices and to ensure that the customer journey is as pain-free and seamless as possible.

Therefore, this year’s survey explores in more detail these issues, aiming to reveal to what extent companies understand the mobile user experience, what mobile metrics they track and what the most common issues customers encounter when they interact with them via mobile devices.

Please take the survey now and help us spread the word. The deadline for taking part is Friday 13 April 2012.

Monica Savut

Published 29 March, 2012 by Monica Savut @ Econsultancy

Monica Savut is Research Manager at Econsultancy. Follow her on Twitter or connect via LinkedIn or Google+.

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