Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXIII, Issue 11

Date: November 1, 2013  - 80% of Businesses Believe...

Dear Subscriber,

Where do you fit in here?

80% of businesses believe they provide "superior" customer service. But only 8% of customers say they're getting it!*

80% of businesses believe they provide "superior" customer service. But only 8% of customers would describe the service they've received in such glowing terms. When customers aren't happy, there's often significant damage done. In fact, U.S. businesses collectively lose an estimated $83 billion a year due to shoddy customer service.

Read more:

So why such a gap? 

The answer is poor feedback measures (or usually none at all) and poor real customer engagement (both internal and external). In one day, through internal and external customer feedback, we can learn more about an organization than a CEO will have found out in a year!

An organization that does not prioritize and value customer feedback as the ultimate lead measure and the key driver of present and future success is burying it's head in the sand in today's customer empowered world. There is no room for complacency ... you need proactive paranoia!

If you have questions, comments, feedback, or topics you'd like
covered, please continue to email me at

Rosanne D’Ausilio

Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/520-6432 fax 928/223-6165 – tips newsletter – blog



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