Give Your Business a Customer Service Reality Check or Your Customers Will Do It for You

If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average of $22 million annually in escalation and other costs. That’s one sobering finding from Embrace Continuous Improvement To Power Customer Service Operations, a Forrester Research report that’s packed with tips for avoiding those kinds of hits to your brand and bottom line. In fact, Andrew Reise Consulting believes the report is such a must-read that we’ve bought the reprint rights and are making it available for free for a limited time. In a dozen pages, Forrester’s Kate Leggett identifies the major pitfalls and how to avoid them. Some highlights:

The report uses case studies of Bally Total Fitness, eBay and a major wireless carrier to show how companies have successfully tackled problems such as high repeat calls, low customer loyalty and limited differentiation opportunities. Sixty-five percent of customer service organizations say they struggle to tame costs, Leggett says. Maybe you’re one of them. Or maybe you want to avoid becoming one of them. Either way, this report is a great first step toward wowing your customers. Click the link below to receive your free copy of the report. Free Download: Embrace Continuous Improvement To Power Customer Service Operations

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