Poor Customer Service Can Cost 20 Percent of Revenue
2/26/2013 8:00:00 AM
Executive Vice President of Customer Experience Brad Smith contributed comments to Incentive Magazine around the strategy for providing a positive customer experience, saying, "Ask yourself these questions: How difficult are we to do business with? Do we have faulty processes, policies, touch points, and web interfaces that are driving away traffic, or costing us engagement/stickiness or impacting our ability to perceive what customers need/want from us? If we can't get the simple to be simple and do the ‘Brilliant Basics’ right every day, it doesn't matter how many ‘Magic Moments’ there are." This article was published February 26, 2013.
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