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…

Mobile applications are slowly taking over our lives. To understand how consumers are using apps for customer service, we'd like you to participate in a survey that we're conducting. We're trying to understand usage, preferences and perceptions of mobile applications for customer service and engagement.

Take our 2-minute survey and we'll enter you in a drawing for a chance to win an iPad 2! We're going to…

ClickFox CEO, Marco Pacelli, contributed an article on Bloomberg/BusinessWeek that gives companies a few tips on how to avoid the mistakes found in our recent customer tipping point survey . In our survey, the top three responses when customers were asked what makes their blood boil were:

• Speaking with multiple agents and starting over every time.
• Dealing with rude or inexperienced representatives or service technicians.
• …

In our last survey on customer tipping points , consumers told us where companies fail at meeting their expectations and how they react to poor customer service.  Since we now know what makes them tick, we're going to find out what companies are doing right. Take our simple, 3-minute survey and tell us what companies are doing to meet or exceed your…

Summer is a usually the time when horror movies hit the theaters. With #FrustrationFridays, a weekly Twitter meme and blog column we share some of the worst customer experience nightmares we received in our Customer Tipping Point Survey . Here are a few more horror stories and our Customer Experience takeaways:

I was having problems downloading a ring tone to my son's cell phone from the web…

Last week we started up #FrustrationFridays, a weekly Twitter meme and column where we share some of the worst customer experience stories we received in our Customer Tipping Point Survey . Here are some more horror stories and our Customer Experience takeaways:

For 4 continuous years, I was a customer of this large phone company for my landline under the same price plan. A couple of their reps came home proposing us to change to…

We've had such an overwhelming response to our Customer Tipping Point Survey that we couldn't include all the open ended answers in the survey results. Christina Tynan-Wood over at InfoWorld's Grip Line blog has a couple of great posts ( 1 , 2 ) on the topic as well. This topic seems to always touch a nerve with customers and the…

Last week, during our webinar ' What Consumers Really Want ', we shared the results from our recent survey about customer tipping points . Overall, the findings point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an…

As consumers, we have high expectations of companies we choose to give our business. But when they fall short of delivering good customer service, how do you react? Please take our simple 3-minute survey and tell us what frustrates you most as a customer, and how you deal with negative experiences, whether its sending an email or tweeting about your experience. Simply provide us with your email address at the end of the survey,…