• Bad customer service can cost far more than one transaction. It can quietly reduce repeat business, referrals, customer lifetime value, revenue, margins, and eventually threaten the survival of a small business.

In When Bad Customer Service Is Costing You Bank, Efrem Simmons examines customer service as an economic activity. He breaks down silent customer loss, revenue churn, customer friction, management failures, growth-related service breakdowns, employee incentives, training-versus-performance issues, family managers, customer profitability, service recovery, and the danger of keeping the wrong employee simply because “at least I have somebody.”

You’ll also learn what business owners should monitor to detect customer-service revenue leakage before it becomes obvious on the financial statements.

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