Customer service is often the first line of defense when it comes to reputation
We’ve all had an awful customer service experience. Whether it was in person, over the phone, or now through email and social media, it never leaves you feeling eager to do business with the entity responsible. Yet, for some reason, their own experience as individual consumers doesn’t seem to motivate many organizational leaders to improve their own customer service very much, sometimes to the extent that the reputational damage causes a serious hit to the bottom line.
For more info on the cost of neglecting customer service, take a look at this infographic put together by the ClickSoftware team:
Erik & Jonathan Bernstein