2013 Consumers Poor Customer Service Survey 
Vonage
JANUARY 3, 2017
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service.
Vonage
OCTOBER 22, 2015
Perceived customer engagement will also be improved, as the agent can focus on the caller, rather than searching for their details. John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. Social media. Video and vines.
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Comm100
AUGUST 24, 2016
However, not many people take the time and energy to alert businesses to their subpar service—they just don’t ever use their services again. Despite these advantages, social media is not the preferred method of contacting a company for customer service, and in fact, has been on the decline in preference since its peak in 2013.
Vonage
DECEMBER 8, 2016
According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service. A figure which has increased by more than $20 billion since 2013. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.
Helen Dewdney
AUGUST 9, 2019
He says; “If a CEO says they care about customers, do they mean it if they don’t deal with customers themselves? I want to see what customers are saying. 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.
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