The future of customer contact

The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indiffere nce from a staff member [1]. This research is looking at the critical inter action between. BT and its customers whether fact-to-face, over the telepho ne or through the Internet. Irt order to be successful in the future BT mus t not only provide world-class customer service, but it must be able to bui ld meaningful relationships with its customers using both the medium and th e message available. This isn't easy!.