Money Talks: Why is customer service getting worse?

Economist Podcasts

The Economist

News & Politics, News

4.4 • 4.9K Ratings

🗓️ 5 October 2023

⏱️ 29 minutes

🔗️ Recording | iTunes | RSS

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Summary

Trouble is brewing in the world of customer service. After rising steadily for nearly two decades, customer contentment, as measured by the American Customer Satisfaction Index (ACSI), began plummeting around five years ago. But if it pays to keep customers happy, why are businesses getting worse at it?

Hosts: Tom Lee-Devlin and Mike Bird. Guests: Darci Darnell, a senior partner at Bain; and Claes Fornell, architect of the ACSI.

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Transcript

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0:00.0	With so much uncertainty in the world, businesses need a solid plan that they can implement
0:04.8	quickly.
0:05.8	A plan that's ambitious enough to drive the scale of transformation with practical solutions
0:10.4	to provide real-world results.
0:12.5	With over 9,000 professionals in 120 countries, the EY Parthenon teams help businesses realise
0:18.5	their strategy with speed and certainty.
0:21.2	To learn more about EY Parthenon's individual approach to strategy and tech-enabled transformation,
0:26.8	research, EY Parthenon and real-world strategy now.
0:32.9	Money to auctions from the economist is sponsored by InvestAlberta, looking to expand your
0:37.6	business into North America.
0:39.3	Come to one of the continent's most business-friendly locations, Alberta.
0:43.5	With the lowest corporate income tax rate in Canada, fueled by smart talent in dynamic
0:47.9	cities like Calgary and Edmonton and the youngest workforce in Canada, Alberta is a strategic
0:53.1	gateway for doing business throughout North America and beyond.
0:56.6	Visit investalberta.ca today to learn more.
1:00.6	Big, bold, Alberta.
1:03.6	You've reached the Money Talks podcast.
1:09.8	All our hosts are busy writing articles at the moment.
1:13.0	Please hold and someone will be with you shortly.
1:25.1	Are you tired of waiting yet?
1:39.7	Maybe you already feel the rage taking over.
1:43.8	Or perhaps you're simply wondering how many hours of your life you've wasted like this.
	...

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