Poor customer service costs businesses $3 trillion yearly. Only 50% of consumers say service quality improved, while 43% had more bad interactions than the year before. The speaker argues excellent service marks a healthy organization.
So I was reading this fascinating article in Forbes by Shep Hyken, and it really opened my eyes. He's highlighting some research from Qualtrics that shows just how bad customer service, uh, just how much bad customer service costs us as businesses and also us as consumers. So get this, according to the research he cites, poor customer service can cost companies a staggering $3 trillion globally each year. That's a number so big it's hard in my head to even wrap around, right? So a few other stats: only 50% think that customer service is better this year than last year. Uh, 48% of people say companies don't meet their expectations. 43% had more bad experiences this year than last year. So what does this mean for us? Well, it means we've got some work to do, first of all, but also that when we have a great customer service experience, it's not just a nice-to-have, it's actually a sign of a healthy customer-focused business. And when we have a bad one, it's a signal that something needs to change. So how's your team doing in its efforts to deliver a world-class experience for those it serves?
#PatientExperience #HealthcareLeadership #PsychologicalSafety #EmergencyMedicine
#PatientExperience #HealthcareLeadership #HospitalAdministration #ExecutiveStrategy
