In a new article entitled ‘The New Measure of Customer Service Success’. Leonard Klie asks Why some traditional performance metrics are wrong and what you need to evaluate now.
Not surprisingly, customer loyalty and satisfaction drops significantly after having to place a second call for help—and just about disappears after the third call, according to a consumer survey conducted by Customer Care Measurement and Consulting, an Alexandria, Va., firm, and Arizona State University’s Carey School of Business. Frustrated consumers are those who have to contact companies an average of 4.4 times to get their issues resolved, the study finds.
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Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.