Everything You Thought About Customer Service & Loyalty Is Wrong

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What we think about in customer service could be wrong, from what customers want to who’s the best personality for teams. Research firm CEB (now part of Gartner) recently presented findings from a number of studies carried out within the realm of customer service across the world.

The research spanned many different industries and consisted of over 125,000 customers, over 5000 service representatives, over 100 companies and revealed three major findings:

  • Delight doesn’t pay
  • They don’t really want to talk to you
  • Make it effortless

We explore these findings and offer actionable steps and useful resources to begin customer service transformations within any company.