{"id":58637,"date":"2025-11-21T20:08:43","date_gmt":"2025-11-21T20:08:43","guid":{"rendered":"https:\/\/www.oxfordcorp.com\/?p=58637"},"modified":"2025-11-24T22:47:38","modified_gmt":"2025-11-24T22:47:38","slug":"the-cost-of-poor-service-looking-at-the-numbers","status":"publish","type":"post","link":"https:\/\/www.oxfordcorp.com\/fr\/insights\/blog\/the-cost-of-poor-service-looking-at-the-numbers\/","title":{"rendered":"The Cost of Poor Service: Looking at the Numbers\u00a0"},"content":{"rendered":"<p><span data-contrast=\"auto\">In today&rsquo;s competitive marketplace, delivering exceptional customer service is more important than ever. If your business falls short, you risk losing loyal clients and facing significant financial setbacks. A recent global consumer study gives an in-depth analysis of this trend, showing a substantial total of <\/span><a href=\"https:\/\/www.qualtrics.com\/articles\/news\/trillion-sales-at-risk-2024\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">$3.7 trillion in sales at risk<\/span><\/a><span data-contrast=\"auto\"> due to consumers\u2019 negative experiences. This is an increase from $3.1 trillion in the previous year (2023), which can be attributed to more spending and a greater response to poor experiences.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This article examines the numbers that reveal just how much customer support can impact a company&rsquo;s bottom line. By understanding these figures, your organization can better appreciate the value of investing in quality service and solutions.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How Important is Customer Experience?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Consumers are empowered like never before, and their expectations for service are higher than ever. Newer data shows that <\/span><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">67% of buyers expect a better customer experience now<\/span><\/a><span data-contrast=\"auto\"> than in previous years. It\u2019s also important to note that most clientele approach each new experience with caution, with 54% believing businesses don\u2019t truly care about their interests.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Unfortunately, it only takes a single negative interaction for customers to reconsider their allegiance, with many willing to abandon brands they once admired if their expectations are not met. Stats show 57% of consumers will switch to a competitor that provides them with a better experience, with 50% of loyal customers saying goodbye due to just one poor experience. That number increases to 86% after two bad experiences.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-expectations\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">86% of business buyers are more likely to buy<\/span><\/a><span data-contrast=\"auto\"> when they feel like their goals are understood<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">88% of customers will become repeat buyers (or loyal clients) if they are met with good customer service<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">75% will recommend a company to others based on its exceptional customer service<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">92% of <\/span><a href=\"https:\/\/www.businessnewsdaily.com\/2353-consumer-ad-trust.html\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">people trust word-of-mouth<\/span><\/a><span data-contrast=\"auto\"> more than advertising<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">56% of <\/span><a href=\"https:\/\/www.zendesk.com\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customers won\u2019t give you the chance to fix your mistake<\/span><\/a><span data-contrast=\"auto\">\u2014they\u2019ll just quietly leave<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How Much is at Risk?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The quality of a customer\u2019s experience directly influences your company&rsquo;s bottom line, ROI, and overall financial health. Poor customer service can lead to substantial revenue losses and increased churn rates, threatening long-term financial security. Investing in exceptional service to meet rising expectations is not optional; it&rsquo;s a critical factor in protecting immediate sales and future growth opportunities, ensuring ongoing resilience and success.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">3% of your revenue could be lost<\/span><\/a><span data-contrast=\"auto\"> due to poor customer experiences<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">13% of disgruntled customers tell 15 or more people about their bad experience; that\u2019s a far cry from the approximately six people privy to a positive experience<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">85% of people are willing to inconvenience themselves for excellent service; up from 76% in 2023<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><a href=\"https:\/\/www.zendesk.com\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">3 in 4 consumers find their entire day ruined<\/span><\/a><span data-contrast=\"auto\"> after a bad experience with a business<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">3 in 4 consumers will spend more at businesses that provide them with good experiences, with over half believing great customer service is more important than the price tag<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">\u201cCustomer-obsessed\u201d organizations report 41% faster revenue growth and 51% better customer retention than companies not focused on the consumer<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Why Are Customers Leaving?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Even the most established brands and admired companies are not immune to losing customers. Customers may decide to walk away if their needs aren\u2019t met or if they experience repeated disappointments. Changes in market conditions or evolving expectations may leave a brand behind if it fails to adapt. It\u2019s vital to recognize and address warning signs before they become reasons for departure. Understanding why customers choose to leave is critical for businesses hoping to retain their audience.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">65% of <\/span><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customers leave when employees have poor attitudes<\/span><\/a><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">55% leave if they receive unfriendly service<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">1 in 2 will leave if they don\u2019t trust your company or brand<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">45% are lost due to a lack of knowledge or expertise within your company or its employees<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">40% value efficiency enough to leave if a business is inefficient\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">20% are turned away by inconsistency<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">10% will leave if your business is slow to adopt advanced technologies\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">What Do Customers Want?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Customer expectations are rising. Consumers expect fast, efficient assistance and authentic interactions that make them feel heard and appreciated. It\u2019s not enough for companies to only solve problems; you must provide service that is proactive, personalized, and consistent across every channel. Transparency, empathy, and a genuine commitment to resolving issues are now essential elements that shape how customers perceive a brand. Businesses that exceed these expectations are rewarded with loyalty and recommendations, while those that fall short risk losing trust and future business.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At the same time, generational differences play an important role in shaping service preferences. Baby Boomers often value knowledgeable representatives, reliability, and the ability to speak with a real person, reflecting their experience with traditional customer service models. Generation X seeks convenience, flexibility, and straightforward solutions. Millennials and Generation Z expect seamless digital interactions, immediate responses, and brands that reflect their values, such as inclusivity and sustainability. Understanding how these generational preferences differ and finding ways to meet them is crucial for creating customer experiences that advance loyalty across age groups.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Interestingly, despite the push for personalization, most buyers don\u2019t want to talk to humans at all, making trust-building a bit trickier. <\/span><a href=\"https:\/\/www.zendesk.com\/blog\/searching-for-self-service\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Self-service options<\/span><\/a><span data-contrast=\"auto\">, rather than one-on-one assistance from a customer representative, are preferred by 67% of customers. The overwhelming plea for people to handle purchasing or service matters themselves led researchers to predict that by 2030, <\/span><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer-owned bots will handle a billion service tickets<\/span><\/a><span data-contrast=\"auto\">.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Side note: These bots are different from business-owned chatbots embedded on a company\u2019s website. Businesses provide customer-owned bots to their clients for use and customization as needed.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Despite a lack of human interaction and the channel used for connection, personalization remains key: 80% of consumers are more likely to support a brand that personalizes their experience. Almost half of consumers (46%) need some form of personalized communication before extending their trust to a business or brand.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">95% of customers need to establish trust<\/span><\/a><span data-contrast=\"auto\"> with a brand before extending their loyalty<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">90% want immediate responses, which means no more than 10 minutes for 60% of individuals<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">22% want to connect through social media, 19% through email, and 16% through website chat<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-expectations\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">79% expect consistent interactions<\/span><\/a><span data-contrast=\"auto\"> across departments, yet 55% say this isn\u2019t their experience, with 56% having to repeat information to different representatives<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">73% expect personalization to improve as technology advances<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">65% want companies to adapt to their changing needs and preferences, but 61% say they feel like \u201ca number\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Stats By Industry<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Customer experience expectations vary dramatically across different industries based on the nature of interactions, the stakes involved, and the unique needs of their consumers. In healthcare, financial services, and travel, customers expect highly personalized, responsive, and accurate support, as even minor lapses can lead to significant consequences for their well-being, finances, or plans. Meanwhile, industries like retail and hospitality are held to high standards of convenience and friendliness, with customers anticipating seamless digital experiences and immediate assistance both online and in person. These variations mean that what counts as exceptional service in one industry might be considered average or even subpar in another.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Industries that are especially reliant on trust and ongoing relationships, such as banking, insurance, telecommunications, and healthcare, tend to be hit the hardest after even a single negative interaction. In contrast, retail and food service typically have higher transaction volumes and lower switching costs, which can mask underlying issues until customer attrition becomes pronounced. Ultimately, companies in every sector must recognize the specific expectations of their clientele and understand that the cost of failing to meet them can be particularly severe in industries where customer loyalty is paramount.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.qualtrics.com\/articles\/news\/trillion-sales-at-risk-2024\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">26% of consumers reported bad customer experiences<\/span><\/a><span data-contrast=\"auto\"> tied to government agencies\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">People are most likely to stop spending their dollars at fast food restaurants that don\u2019t meet their expectations<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Consumers are least likely to cut back on spending with public utilities\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">22% of consumers will stop doing business with automotive companies that have poor service<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Supermarkets are also somewhat safe, with only 6% of consumers walking away after a bad experience<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">81% of healthcare consumers will recommend a health care provider that prioritizes <\/span><a href=\"https:\/\/www.medicaleconomics.com\/view\/the-state-of-health-care-communication-what-patients-want-in-2025\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">excellent communication<\/span><\/a><span data-contrast=\"auto\">, but 70% will leave the provider if communication is subpar or lacking<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How Do Customers Feel About AI?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">With AI, consumers are experiencing a new era of interaction marked by speed, efficiency, and convenience. Many people appreciate AI-driven solutions for their ability to quickly resolve common issues, provide round-the-clock support, and offer personalized recommendations based on previous interactions. These technologies can streamline processes, reduce wait times, and deliver consistent service across digital channels, thereby improving satisfaction for those who value instant results and tailored experiences.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As of 2024, <\/span><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">35% of organizations have already integrated AI solutions into customer service operations<\/span><\/a><span data-contrast=\"auto\"> to boost efficiency. Business executives are likely to continue increasing the use of AI in customer service, with 74% believing it will \u201cfundamentally change their approach\u201d to it.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">However, not all customers view AI in a wholly positive light. Some worry about a lack of genuine human connection, feeling that automated responses can be impersonal or fail to address complex needs fully. Concerns about data privacy and security also persist, as consumers question how their information is used and protected within AI systems. Additionally, the occasional misstep (i.e., an incorrect recommendation or a misunderstood inquiry) can lead to frustration, mistrust, and damage.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s look at the numbers:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">74% of customers have concerns about <\/span><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-expectations\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">unethical AI use<\/span><\/a><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">79% are becoming more protective of their personal data, with 51% saying most companies don\u2019t use personal data to benefit the customer and 71% saying they\u2019re more likely to trust a company with their personal data when its use is thoroughly explained<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">57% believe that companies use artificial intelligence ethically, with only 13% having \u201ccomplete trust\u201d in this<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">80% prefer humans to validate AI output<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">68% put greater emphasis on the trustworthiness of a business as AI advances<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">59% feel as though <\/span><a href=\"https:\/\/cropink.com\/customer-experience-statistics\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">the \u201chuman touch\u201d is being pushed out too fast<\/span><\/a><span data-contrast=\"auto\"> by rushed AI implementations, with 74% desiring \u201cmore human touchpoints\u201d throughout the buyer journey<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">61% prefer fast responses from AI over waiting in a queue for a human response<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Nearly two-thirds of consumers expect AI to enhance personalized services<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Oxford Can Help<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Partnering with us for <a href=\"https:\/\/www.oxfordcorp.com\/ai-consultants\/\">AI and other digital service solutions<\/a> can give your company a strategic advantage. We specialize in optimizing business processes, guiding seamless technology implementations, and delivering targeted training and change management programs that empower teams to deliver exceptional customer experiences.\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By aligning your organization\u2019s people, processes, and technologies, we help you build trust, drive engagement, and create the responsive, personalized service that today\u2019s customers demand. With our support, your business can confidently navigate change and unlock lasting value for both your customers and your brand.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<div style=\"text-align: center;\">\n<p><a style=\"display: inline-block; padding: 10px 20px; background-color: #ffd300; color: #000; font-weight: bold; text-decoration: none; border-radius: 4px; box-shadow: 0px 3px 5px rgba(0, 0, 0, 0.2); transition: background-color 0.3s ease;\" href=\"https:\/\/www.oxfordcorp.com\/contact\/?utm_source=Insights&amp;utm_medium=CTA_Click&amp;utm_campaign=CTA#i'm-looking-for-talent\">CONNECT WITH OXFORD \u2192<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Understand the numbers behind the cost of poor service. This article details how customer experiences affect your bottom line.<\/p>\n","protected":false},"author":22,"featured_media":58638,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[183],"tags":[270,261,114,113,257,251],"category-tag":[],"class_list":["post-58637","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-consumer-and-industrial","tag-financial-services","tag-healthcare","tag-life-sciences","tag-public-sector","tag-technology-communications"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Cost of Poor Service: Looking at the Numbers\u00a0 - Oxford<\/title>\n<meta name=\"description\" content=\"Understand the numbers behind the cost of poor service. 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