Even though Supreme Justice Potter Stewart said that famous phrase in relation to obscene adult-content films, we can easily apply it to bad customer service. Even if we don’t know what specifically makes it bad, we definitely know when it’s bad.
And bad customer service negatively affects business revenue. One report cites that “67% of customers have become “serial switchers,” customers who are willing to switch brands because of a poor customer experience.” The report attributes the high turnover of the customer to a lack of emotional connection between the customers and the company. (Forbes) Eighty-six percent of customers surveyed said that if there were an emotional connection with a customer service agent, they would be willing to continue to do business. However, only 30 percent felt the companies they had interacted with during the past year had made that connection.
