A Bit Of Customer Service Data

For my second post in honor of National Customer Service Week, I’m sharing some data.

Tealeaf commissioned a consumer study by Harris Interactive about online interactions. I was struck by the data on customer service. Over the last couple of years, consumers have been more inclined to contact customer service after a problem with their online experience… especially over the phone:

What is it like for consumers when they contact a company’s customer service organization? Not very good. Considerably less than half of companies regularly delight customers in any channel:

The bottom line: Customer service needs more attention.

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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