Customer service is being disrupted in the same ways that marketing has been disrupted: mobile, social, Millennial behavior shifts. We talk about marketing disruption A LOT. We talk about customer service disruption just a little.

As a result, most companies are using 1995 playbooks to solve modern customer service issues. We have to do better.

This outstanding infographic that collects 23 statistics — many of them from my new book, Hug Your Haters – about why and how customer service needs to change NOW.

Here are the 23 Statistics That Show Why Customer Service Mostly Sucks in bullet point form, for easier tweeting. (just highlight the bullet to tweet)



(data with a ** is proprietary research I conducted with Edison Research exclusively for Hug Your Haters)