The cost of poor Customer Service [report]

Posted by Colin Shaw on September 29, 2010

0 comments | 1164 reads

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.

Colin Shaw

Colin Shaw is founder & CEO of Beyond Philosophy, one of world's first organizations devoted to customer experience. Colin is a best-selling international author of four best-selling books. Beyond Philosophy has a proven track record in helping organizations improve their Customer Experience through providing consulting, specialised research & training services from Atlanta, Georgia and London, England.

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