We have all experienced poor customer service at one time or another. In my case, a little episode with a parking lot company a year and a half ago lead me to make a commitment that I would not reward companies with poor customer service with my business. As a CRM professional (and as a consumer), I expect more. According to a new survey just released by Accenture, apparently I'm not the only one.

Accenture surveyed 3,552 people across the globe and the results are surprising. According to the report, more than half of the survey respondents indicated that their customer service expectations have increased in the last five years. The report also includes this little gem; “Globally, nearly one-half (47 percent) of survey respondents said their expectations were met only “sometimes,” “rarely” or “never.” As a CRM professional, this send chills up my spine, and reminds me that we still have a lot of work to do.