10 Out Of 10 Service Orgs Take Notice: The Customer Is Not Satisfied

By Kristin Amico

In a world of hyper-connectivity we have begun to expect the same outstanding service experience from all interactions. If Zappos wows us with faster-than-expected delivery or a smooth exchange process, we raise the bar for all service experiences, from utility organizations to financial institutions.

But much of the service world is not keeping up. Various aspects of the service process are leaving consumers frustrated. Whether it’s a service representative who can’t fix the problem, being stuck on hold or wasting time at home waiting for a repair person who is late, the results paint a poor picture for service organizations.