Marketing Currents - Business and Marketing Current Events

Consumers Will Jump Ship Over Bad Customer Service, Study Finds


Brands often fail to realize that a good customer experience starts with good customer service. And consumers won’t put up with it, according to the 2021 State of Digital Customer Experience Report.

Of the consumers polled, 40% are likely to jump ship from cell phone, cable, utility or insurance companies for better digital CX. And 32% will leave after one bad experience.

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Discussion Questions:

  1. What is customer service?
  2. Why is customer service important?
  3. Can you think of one example of a time you experienced great customer service?
  4. Can you think of a time when you experienced poor customer service?
  5. How did those experiences impact your perception of the company or product and/or decisions relating to future purchases?
  6. According to this story, what perecentage of consumers will leave a company after just one bad experience?
  7. Why does that illustrate the importance of customer service?
  8. What do you think companies can do to improve customer service?
  9. What is market research?
  10. What can companies learn from the research shared in this study?
Chris Lindauer
After working for nearly a decade in professional sports, Chris Lindauer, formed Sports Career Consulting to provide unique sports business education opportunities in and out of the classroom. In the eighteen years (and counting) that followed, Chris has inspired thousands of students to pursue their passions and explore the career of their dreams. He currently lives in Portland, Oregon with his wife, two teenage daughters and their dog.