Study Calls for Customer Interaction Changes

USA -- Findings from a new report by Katzenbach Partners LLC titled "The Empathy Engine: Turning Customer Service into a Sustainable Advantage," show some customer service best practices could actually undermine the customer experience.

The report also indicates that 94% of American shoppers believe customer service is an important factor in where they shop -- almost the same number as the 95% who say price is an important factor.

More than (62%) consumers also said they will not make future purchases from companies where they feel they have had a bad customer service experience.

The Telephone survey conducted on behalf of Katzenbach Partners LLC was carried out on sample of 1,031 adults living in private USA households.