Consumer Rage

Guest: Mary Murcott, President of the Customer Experience Institute and Chief Strategy Officer of DIALOGDIRECT  “Your call is very important to us.” If hearing that empty declaration of your importance while on hold for an eternity makes your blood boil, you’re in good company.  A new study by Arizona State University found two-thirds of respondents reported feeling consumer rage at some point – often brought on by a frustrating encounter with customer service - 35 percent said they’d actually yelled, 15 percent admitted to cursing. Customers are getting angrier and the biggest culprits are – wait for it – cable and satellite TV companies. Phone companies are high on the list, too, and internet providers.