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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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