The cost of poor Customer Service [report]


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Genesys have released this insightful report into The Cost of Poor Customer Service: The Economic Impact of the Customer Experience in the U.S.

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.

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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