Strativity Group's 2009 Customer Experience Study found that customers who have exceptional experiences with vendors are reciprocating with longer relationships, increased purchasing volumes and a greater willingness to pay premium prices. On the flip side, negative experiences now pose significantly greater risks for companies. Customers are connected, empowered and in-control like never before. This is the new reality.

Read "Collaborative Customer Service: The Power of All" for research and insights surrounding the new service reality, including:

Key findings and takeaways from Strativity Group's in-depth 2009 Customer Experience Consumer Study The compelling business case for investing in the customer experience Why collaborative service is the new strategic differentiator
Driving customer experience success in the contact center and on the Web Applying the "5-Es" of value-adding experiences Transforming contact center and self-service channels into collaborative service platforms

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