not a penny more not a penny less series

Indeed, according to a nationwide survey we conducted, just 15% of companies successfully combine both - i.e., high levels of efficiency and advanced data and analytics combined with high levels of proactive outreach and service - and we call them “Leaders.” Amazon, Amex, and Apple come to mind, and get an “A” in our book. Why? Our analysis suggests that many companies have fallen victim to what they see as a zero-sum game between high-quality service and low cost.

From Leaders to Laggards - How Most Companies Are Failing Their Customers But companies bear a good share of the blame after all, the #1 customer frustration is being unable to talk to a person when they have a problem - and the #2 complaint is that they can’t even find out how to contact the company at all. Some of that rage may reflect a rise in general incivility, rather than any specific company failure. The survey goes on to note that customers are getting angrier and angrier about how they are treated when they deal with companies - and are far less reluctant to express their rage not just to companies, but on social media for all to see. Carey School of Business survey of customer rage found that last year 74% of customers said that they have experienced problems with a product or a service - up from 47% two decades ago. The newest edition of the Arizona State University W.P. Actually, that’s understating it we’ve seen an upsurge in customer rage. With all of this change has come a dramatic upsurge in customer dissatisfaction. Strategies for transformation at midsize companies and beyond.

Not a penny more not a penny less series