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How much does poor customer experience cost?

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Customer Relationship Management

In 2013 Sales Force, a company that provides software solutions for Customer Relationship Management, pointed out that on a yearly basis, on a global scale $ 338.5 billions are lost due to poor customer experiences. One year later, EY presents to the public its latest study from the EY Customer Experience Series, entitled “The cost of complaining” and reveals that Australian businesses lose more than $720 for every negative customer experience.

Performance management and sport federations

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Performance Management in sports

Given the recent Winter Olympics sports competition, a discussion about performance management and sport federations is proposed in the following article. This topic has been addressed by a series of studies, conducted by Winand and Zintz, along with colleagues Bayle, Robinson and Scheerder. In the first study, conducted in 2010, they raised the issue of the necessity of implementing measurement strategies and protocols for enhancing the organizational success of the Chairs of 13 Olympic sports governing bodies.

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