The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it. A lot is at stake for businesses – $313 billion in estimated lost revenue – and what do customers seek? Exactly what you might expect: to be treated with dignity, to be reassured the issue will be corrected for others, an apology and sometimes a refund.
President & CEO, CoFounder
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.