The Skyscraping Cost of Bad Customer Service (Infographic)
Canadians are known to be a cheerful bunch. New Zealanders, too, seem to have an unthinkable gift for keeping cool in the face of crisis. (Take, for instance, this 24-year-old doctor who fought off a shark attack, sutured his own wounds and then threw back a beer.)
The value of good service cannot be overstated. According to the infographic, U.S. businesses lose $83 billion each year due to defections and abandoned purchases brought on by poor customer experiences.
While consumers were formerly surprised to receive a response from complaints lodged on Twitter, now they expect one. Nevertheless, approximately 70 percent of socially-aired grievances still remain unanswered.
For some additional staggering wins -- as well as costly lapses -- in the critical customer service arena, check this out: