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Feeling like the Grinch? ‘Customer rage’ is real

  • Feeling like the Grinch? ‘Customer rage’ is real

    Feeling like the Grinch? ‘Customer rage’ is real

    By Rebekah Sanders, AZ Republic, USA Today

    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.

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    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.

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