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Poor customer service doesn’t just impact the consumer; it also can hinder your brand. Northridge’s annual State of Customer Service Experience 2017 report studied the ramifications of poor customer service on business growth, customer retention, and word-of-mouth brand referrals, with emphasis on the financial pains businesses face when they fail to meet customer expectations.

Read highlights from Northridge’s latest report in the infographic below.

cost of poor customer service