When you interact with a customer service channel for a retail brand, chances are you may be frustrated already due to the time you are taking out of your day and any problems you may be addressing. Add to this situation an unsatisfactory customer experience, and your frustration levels may shoot through the roof.
Do you think you will remain loyal to that retailer?
New research by KANA® Software, a Verint Company®, shows that poor customer service is having a negative impact on brand loyalty in the retail space: Nearly one-third....