Best Practice Report

Customer Service Pitfalls: Six Missteps And How To Avoid Them

Best Practices For Using Customer Service To Gain Competitive Differentiation

January 22nd, 2019
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Frederic Giron , Kate Leggett , Ian Jacobs , Harley Manning , Karine Cardona-Smits , Michael Barnes , Han Bao , Bill Nagel

Summary

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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