Twitter Facebook LinkedIn Flipboard 0 According to the ninth annual Accenture Global Consumer Pulse Survey which measured the experiences of 12,867 customers in 32 countries across ten industries, consumers continue to have great expectations for customer service, yet continue to be met by the same old frustrations including long hold times and having to repeat the same information to multiple CSRs or across multiple channels. In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year. The infographic below highlights customers’ great expectations and frustrations in 2013, and shows key areas for focus as we head into 2014: Twitter Tweet Facebook Share Email This article originally appeared on Parature and has been republished with permission.Find out how to syndicate your content with B2C Author: Tricia Morris Follow @TriciaEMorris Tricia Morris is a customer experience thought leader championing both employee empowerment and transformational innovation to develop new business models, accelerate growth and engage customers at increasing expectation levels. Tricia currently serves as the director of product marketing at 8x8. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20… View full profile ›More by this author:Digital Leaders’ Conversations No Longer Focusing on “Work from Home”8 Reasons to Move Your Contact Center to the Cloud7 Statistics that Show What Communication Silos are Costing Companies