ACCP (Association of Customer Contact Professionals) is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries - including manufacturing, healthcare, financial, out source, legal, technology, staffing and more. We have first and third-party focused members, including telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc.
Companies may be losing more customers than keeping them because of ineffective customer service efforts, according to the latest Customer Rage Survey. The study shows 54 percent of American households experienced at least one problem with products and services they purchased during the past 12 months, an increase of 4 percentage points since 2013. Customers also are less satisfied with the service received when they complain than in the past. In fact, 63 percent of complainants reported they received “nothing” in return. About $202 billion in revenue is at stake for the businesses involved.
Confirmit brings you the release of key findings from the 2017 National Customer Rage Study. The independent 2017 National Customer Rage Study, the eighth study wave since the original conducted by the White House in 1976, offers a clear comparison of customer satisfaction with corporate customer care over the years and it showed that corporate America is risking a shocking $313 billion in revenue by doing the right things the wrong way.Speaker BIOs:
Roberta is Director of Customer Experience Consulting with Confirmit and brings over 20+ years of expertise in building out customer experience strategies, designing voice of customer data collection plans, identifying and executing continuous improvement opportunities that take customer insights to drive change within organizations. She has spent over13 years in various marketing, product development, and quality roles within GE Consumer Finance and GE Power. Along with prior experience in the life and health insurance industry, she most recently did a stint as a Business Excellence in Innovation with Black & Veatch driving internal change management initiatives.