I’m hopping the pond (and departments) to bring you a clever and informative infograph from Experian. Sure, they’re measuring in pounds and labeling things as “marketing,” but they clearly illustrate that longer wait times cause customers to leave, which mean you lose business. That ties back to my recent post, Waiting Takes Too Long For Customers. They also discuss accurate targeting, which means getting the right message to the right customer in the right place/time. Getting that targeting wrong leads customers to think you’re not listening to them, which often leads them to assume you don’t care enough to listen. The multichannel marketing lane can cause the same reaction in customers, because they already told you once how they felt/what they wanted, why should they have to tell you again? Good read. Cheers!