At the end of 2011 we surveyed consumers to see what frustrates them the most when it comes to interacting with companies across various industries. This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty…

One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…

Fast Company has just released our latest infographic (below) on the topic of Social Media and its impact on businesses as a customer service channel. Consumers are increasingly using social media channels to talk about the companies they do business with, but they are also directly interacting with businesses and fellow consumers through online communities, like forums and blogs, to access information, service and support. The Social Media survey sought to discover:

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During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer relationships as a more cost-effective way to increase revenue. It is also during these times that they realize the vital role that customer service operations play in maintaining profits and improving customer loyalty. The Customer Service Best Practices survey sought to discover:

• Which industries are doing the best job when it comes…