Customer Services: They won the argument but lost the customer

Picture the scene: It is a branch of a major supermarket chain. A customer has a query. He believes that he has been over-charged by £2.50 so he seeks out the Customer Services point in the shop.

There used to be a proper Customer Services point with a Customer Services Manager who would be able to resolve problems quickly and efficiently.

However, someone decided it would be a good idea to

UK businesses lose £14bn every year due to poor online customer experiences

A survey commissioned by Tealeaf, a top producer and developer of online customer experience management (CEM) software, and conducted for them by Econsultancy, shows the shocking fact that businesses in the UK are losing the equivalent of some 24% of their entire annual online revenue due to poor online customer experiences. This equates to £14bn alone in the past year amongst online retailers .