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Center for Services Leadership

A podcast by Center for Services Leadership featuring innovative minds from business and academia who share their insights on strategic use of service.
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Nov 28, 2017

Customer rage decreased in the past two years, but negative emotions about interactions with firms about problems with products and services continue to simmer, costing companies billions in lost brand loyalty. The 2017 Customer Rage Study showed that a high number of people who had complaints were left feeling frustrated, angry and generally bad about their experience with the company. In this podcast, Professor Mary Jo Bitner, co-executive director of the Center for Services Leadership, explains the numbers during an interview at the center’s Compete Through Service Symposium. The biennial customer rage study was conducted by Customer Care Measurement & Consulting in collaboration with the center.

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