Poor customer experience costs companies billions: survey
[Johannesburg, 1 September 2009] -
Companies suffer significant losses every year due to poor customer service over the Web, in the contact centre, or via mobile devices as consumers abandon transactions or end relationships when companies do not meet their expectations.This is the finding of a new survey on customer experience and consumer behaviour, conducted in Australia, New Zealand and India.The survey shows that while in most cases a person will turn to a competitor for the business, in a surprising number of instances – over 30% – the consumer simply decides not to spend any money, an individual decision that potentially undermines local economies.
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