CX Journey

SEPTEMBER 19, 2014

businesses every year due to poor customer service. Source: Genesys Businesses lose $289 each year for every customer who leaves due to poor service. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Vonage

MARCH 2, 2017

The impact of this is highlighted in new research which estimates that UK businesses lose £12 billion every year as a result of poor customer service. For years companies have focused on making customer service as cost-effective as possible, rather than providing a genuinely valuable service.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Helen Dewdney

AUGUST 9, 2019

Gavin Patterson was CEO of the BT Group from September 2013 until February 2019. He spent an hour each day responding personally to customer emails. He believes that customer feedback is the single most important category of information coming into the business. Customers want to be able to reach out to the CEO.

Case Study 56

Case Study Poor Customer Service Social Media Study 56