Customer Service Shortcomings; Marketers’ Metrics Woes; Social Media as Sources; Biz Leaders Get Linked

â–¶ Big Losses for Customer Service: As PR becomes tied to customer service even more with social media, a study of consumers evaluating the cost of poor customer service by Genesys, Greenfield Online and Datamonitor/Ovum finds that enterprises lose an estimated $83 billion each year due to abandoned purchases resulting from poor customer service experiences. Other analysis includes:

• 90% of all transactions initiated over the Web are abandoned before any transaction is completed;

• 86.