The report offers an in depth look at the cost of bad customer service in the U.S. and estimates that business lose $83 billion each year due to a poor experience. In addition, nearly two-thirds of consumers report that they have ended a relationship due to customer service alone. What's more disturbing is that 61% of survey participants said that when they end a relationship, they take their business to a competitor.
If poor service is costing the average US Enterprise $83 billion, what does that mean for your company? What is your slice of that $83 billion?
Read on to learn more about the cost of customer service >>
ASK
"How much is customer service costing me? How much is service recovery impacting my bottom line?"
This issue of eConnect will offer insights and information that will inspire you to view the cost of customer service a little differently.
LEARN
Want to learn more about driving loyalty as opposed to service recovery? Click here for a practical example from Albertson's, a neighbor hood grocery store built upon the foundation of providing superior service. The popular chain realized that what they thought was a customer-focused process and efficient perk for their customers, was actually a source of frustration.
CONNECT
Connect with Scott Stratten, the President of Un-Marketing.He is an expert in Viral, Social, and Authentic Marketing and mentions Cirque De Soleil in his book, Unmarketing.Cirque, an entertainment powerhouse, isn't just satisfied with their show-despite the fact that it's multi-award winning and infamously extraordinary-they still take meticulous measures to ensure their employees are prepared to exceed customer expectations.
