Clickfox, a leader in a new breed of experience analytics, has published their 2nd Annual Tipping Point Survey describing what irks customers the most and compares it to their findings in 2010. This post provides some of the highlights. One conclusion from this study is that “Organizations relying only on traditional methods of measuring customer experience like satisfaction surveys, call center metrics and performance management will be left behind.”

Toyota has issued a recall for its Sienna Minivans from 1998 to 2010. The Sienna’s spare tire is held in place by a cable that could rust and snap. This announcement comes on the heels of another recall of 34,000 SUVs and the payment of a $16.4 Million fine to the US Government. Toyota is a classic case of why customer service organizations cannot be held accountable for customer satisfaction.

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