How Consumers Complain About Poor Service
Time To Get Serious About Social Voice Of The Customer
October 11, 2012
Why Read This Report
Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of bad service and reverse the negative buzz, customer experience professionals need to capture feedback from their customers and then act on it no matter what channel consumers use to express frustration. This report draws on Forrester's Consumer Technographics® data to determine how customers provide feedback about poor experiences today and how those behaviors have changed over the past few years.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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