The High Cost of Low Service

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A couple weeks ago, I discussed the importance of customer service and shared Kelton’s 2016 findings that nearly 7 out of 10 HR decision makers reported they’ve regretted their HCM provider choice, predominantly due to poor service. The study concluded that the majority of respondents agreed that customer service is as important as or more important than product functionality, but only 35% believe their current provider is doing well with partnership. It’s clear that organizations aren’t meeting their consumers’ expectations, but how much is customer dissatisfaction really costing U.S. businesses?

It turns out, about $62 billion per year in lost

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