Trouble is brewing in the world of customer service. After rising steadily for nearly two decades, customer contentment, as measured by the American Customer Satisfaction Index (ACSI), began plummeting around five years ago. But if it pays to keep customers happy, why are businesses getting worse at it? Hosts: Tom Lee-Devlin and Mike Bird. Guests: Darci Darnell, a senior partner at Bain; and Claes Fornell, architect of the ACSI. Sign up for Economist Podcasts+ now and get 50% off your subscription with our limited time offer. You will not be charged until Economist Podcasts+ launches. If you’re already a subscriber to The Economist, you’ll have full access to all our shows as part of your subscription. For more information about Economist Podcasts+, including how to get access, please visit our FAQs page. Hosted on Acast. See acast.com/privacy for more information.