Dear [contact-First_name],
Welcome to the Winter edition of helpdesk.com's
quarterly newsletter -- The Service & Support News -- the premier
newsletter for help desk, CRM, and IT professionals.
This month's feature looks at a new survey by Ovum and Greenfield Online. According to the survey, poor customer service cost an aggregate $338.5 billion per year. This is all the more reason to work on continuous support improvement. Enjoy the read!
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FEATURE STORY
Poor Customer Service Costs Billions
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
(Source: CRM Magazine)
Excerpt: A new study, "The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement," may finally put the damage bad service can create into a language executive boards understand -- dollars and cents. According to the survey of 8,880 consumers across 16 countries, poor customer service cost an aggregate of $338.5 billion per year, the average value of each lost relationship across all countries surveyed costing $243.
According to study findings, companies in the financial services and telecommunications sectors should take special notice. Statistics reveal that financial services firms lost more than $44 billion, while cable and satellite television providers lost upwards of $37 billion. Wireless carriers and Internet service providers each lost...
THE SURVEY SAYS...
According to our most recent helpdesk.com web site survey:
UPCOMING INDUSTRY EVENTS
January 20-22, 2010
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January 25-28, 2010
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March 16-17, 2010
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RECENT INDUSTRY ARTICLES
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(NetworkWorld)
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In the news: ManageEngine Integrates Twitter with Customer Help Desk Software
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Abstract: The new version of ManageEngine SupportCenter Plus uniquely targets and integrates relevant conversation taking place on the social networking and micro-blogging service, Twitter, allowing support technicians to identify instances of customers Tweeting about a company or its products. With the new Twitter integration, support professionals have another channel for communicating with customers, proactively offering assistance...
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