Want To Satisfy Your Customers? Focus On Digital Transformation — And On Your Employees

Want To Satisfy Your Customers? Focus On Digital Transformation -- And On Your Employees

When customers perceive that they’ve had a poor customer service experience, they may part ways with the product, service or company. According to NewVoiceMedia’s Serial Switching Report (via Forbes), such departures cost businesses $75 billion a year. These are high stakes: It takes more time, energy and five times as much money to attract new customers than to retain old ones.