NEW YORK—Two out of three (66 percent) consumers switched companies – including wireless phone, cable and utilities – as a result of poor customer service in 2011 even as their satisfaction with the services provided by those companies rose, according to new research released today by Accenture (NYSE: ACN). The research findings pose new challenges for marketers as they focus on building customer loyalty and improving market share in a very competitive business environment.
The Accenture Global Consumer Survey asked....