Businesses are missing out on billions of dollars every year due to poor customer service.
This has been revealed in a new worldwide consumer survey by Datamonitor/Ovum and Genesys.
The research showed that $338.5 billion (£203 billion) is lost annually because of poor customer care across 16 countries, including the UK, US, France, Italy, China and Canada.
According to the study, below par consumer care resulted in 63 per cent of those that abandoned a transaction switching to a competitor and 37 per cent cancelling the shopping search altogether.
Daniel Hogg, lead analyst of customer interaction for Ovum, said: "We're advising enterprise businesses to develop cohesive strategies that straddle all channels of customer communication. The difference between delivering exceptional customer service and merely providing acceptable service is pronounced."
He explained this is particularly important in the telecoms and finance sectors.
India, Brazil and Russia were among the other nations covered by the study.
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