Sign up to get full access to all our latest content, research, and network for everything customer contact.

United Serial Switchers: Why Businesses are Losing Billions Through Poor Customer Service

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

With $41 billion of revenue being transferred between companies in the US every year and £12 billion in the UK, our research emphasizes just how much influence customers have on a business’s success. On average, nearly half of consumers (48%) are taking their business elsewhere because they’re not satisfied with the service they’re experiencing. Even more worryingly, many believe that the process of resolving issues is so cumbersome that they will switch without even attempting to make contact.

This complimentary report reveals why customers are switching providers – and what you must do to keep them engaged, satisfied and loyal. Other topics include:

  • Call center vs. Social Media - Which channel do customers really prefer?
  • Why do callers hate telephone support? Why do they love it?
  • Are customers of a certain age more likely to switch? What about those from a certain country?
  • What determines whether a customer leaves a support interaction with happiness or anger?