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.

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