Posted 2/14/2024, 7:35:47 PM
Poor Service Costs Companies Trillions, But AI and Employees May Improve Experiences
- Bad customer service annually costs companies $3.7 trillion globally, up $600 billion from last year
- Consumers have a very negative experience with a company 14% of the time, causing them to stop or reduce spending over half the time
- Fast food and delivery services see especially high rates of lost business due to bad experiences
- Frontline workers have the worst morale but are critical to good customer experiences
- AI can help automate routine tasks, freeing employees to focus on complex customer service needs