You Can't Improve What You Don't Measure…

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There was a great infographic put together for Zendesk on the true cost of bad service.  I know we have all experienced bad service before, and we always think of the cost in terms of customer loss.  However, I don't see many places actually measuring the cost of poor customer service. I was really glad to see this and I hope that more measures on poor customer service see the light of day.  Why?  Because when we can have honest conversations about the true cost of customer service, then we can actually start to improve it.  You can't improve something that you don't measure.  And if it isn't measured, then it isn't getting any funding from the executive office to improve it.  You want better service, then start measuring impact of poor service.