The US is a nation of "serial switchers" — and that lack of loyalty is costing businesses an estimated $41billion a year, according to research from NewVoiceMedia, a cloud contact center vendor. Blame it on bad customer service: 44 percent of customers leave because they feel unappreciated, fed up, frustrated and convinced no one really cares about their problems. You can read more about the study here (registration required). But you don't need to dig deep to understand Topic: Customer Experience.
Via Craig Deakin