103: The State of Customer Experience

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience.

In this episode, we’re explaining the reason for all of these things and discussing the state of customer experience in 2023. John DiJulius presented the talk we’re sharing today during the Customer Service Revolution Conference in November.

Tune in to learn where we’re at with customer experience as we make our way into this new year and how you can play a part in improving the way things will go!

You Will Learn:

  1. Why we’ve been in a recession for over two years, yet no one has realized it.
  2. Why customer satisfaction is at a 17-year low.
  3. Where all the workers have gone.
  4. How to turn the great resignation into the great retention.
  5. The power of purpose.

Resources mentioned:

The Customer Service Revolution Podcast

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.