The report offers 8 pages of research into how a poor customer experience is costing organisations $83 million in the U.S. alone. Although the report has some hard hitting facts (such as 65% of customers have ended relationships due to poor customer service) it isn’t all doom and gloom as Genesys offer some advice on starting steps for rectifying this nationwide decline.
“The first step should be to understand and measure the direct business impact of customer service, and identify the gaps between the customer experience and expectations.”
Download the report here and leave a comment below with your thoughts on the findings.
