Poor customer service can be very costly, while good service can lead to higher profits from providing a great customer experience. The difficulty is that customer expectations for service and support are at an all-time high. According to Accenture’s 2012 Global Consumer Pulse Research:

  • 63% of consumers point to service as the most important factor in their choice of a brand.
  • 44% have higher customer service expectations than they had a year ago.
  • 70% say they are likely to switch brands if they deal with agents who are unable to answer their questions.
  • 62% have actually switched brands in the past year due to poor customer service.

As in personal relationships, keeping a customer relationship going for years takes a lot of effort and care. But before giving up on the idea of increased investments, consider the financial impact of both poor and exceptional customer service: