Poor customer service costs £15.3bn
- The average value of each lost relationship is £248 per year
- It's critical for companies to provide more intelligent self-service to avoid 'traps'
- 83% of consumers welcome more proactive engagement if it improves their experiences
- The root causes of poor customer service
Poor customer service is costing UK businesses a massive £15.3bn per year as customers defect and abandon their purchases, new research has revealed.
Financial services, utilities and telecommunications firms are at most economic risk from poor customer service, according to The Cost of Poor Customer Service: The Economic Impact of the Customer Experience, a report conducted by Greenfield Online and sponsored by Genesys Telecommunications Laboratories in collaboration with industry analysts at Datamonitor and Ovum.
To read the rest of the article you'll need to register a free MyCustomer.com account
With your free account you'll have access to all the articles, get downloads from our extensive library quickly, receive weekly CRM technology and strategy email bulletins and it only takes a minute to set one up,
click here to register
If you're already a member and have forgotten your details click here for a reminder
3 comments
- login or register to post comments
- Add to a social bookmarking site
