Weak service sends customers elsewhere

11/22/2013 | B2C Marketing Insider

Poor customer service is responsible for driving some customers away, Eric Lai writes. "Most companies over-spend on customer acquisition and under-invest on keeping existing customers happy. The result is research like this from Forrester Research in 2012 that shows that 63% of companies rank only OK or Very Poor in customer experience," Lai writes. He also notes that technology has led consumers to be more demanding and more independent.

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