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Businesses Need to Transform Customer Engagement For the New Era

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For several years, customer satisfaction in America has been on a downward slide. Surveys from the American Customer Satisfaction Index (ACSI) show satisfaction levels falling from 77% in 2018 to just over 73% today. Although the pace of that decline has slowed recently, customer satisfaction is at its lowest in 17 years. While there are numerous reasons people feel frustrated when dealing with businesses, on problem often causes the biggest headaches: having to repeat their information. Microsoft’s latest Global State of Customer Service report explains that this is a common gripe. And negative experiences are turning away customers. A whopping 58% “have stopped doing business with an organization due to poor service.”

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