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For Customer Experience Professionals

Customer Service Pitfalls: Six Missteps And How To Avoid Them

Best Practices For Using Customer Service To Gain Competitive Differentiation

January 22, 2019

Why Read This Report

Informed customer experience (CX) professionals leverage customer service to deliver memorable experiences across the three dimensions of CX quality: effectiveness, ease, and emotion. Why do so few organizations manage to use customer service to drive customer loyalty? This report presents six barriers to using customer service to create competitive differentiation and shows CX pros how to overcome them.

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Table of Contents

  • Customer Service Is The Most Important Lever Of Great CX
  • Despite Their Efforts, Firms Fail To Differentiate With Customer Service
  • How To Avoid The Six Customer Service Pitfalls
  • Recommendations

  • Redesign Customer Service To Be More Human
  • Supplemental Material
  • Related Research Documents

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