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
With contributors:
Frederic Giron , Kate Leggett , Ian Jacobs , Michael Barnes , Harley Manning , Karine Cardona-Smits , Han Bao , Bill Nagel


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.