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Category: Customer Loyalty
roi of customer service
Customer Loyalty

The ROI of customer service


What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.

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Customer loyalty means being loyal to customers
Customer Loyalty

Is Loyalty Worth The Risk?


“But that’s the thing about loyalty, isn’t it? It’s given freely. You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty – that’s a contract.”

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Customer Loyalty

The Science of WOW! Customer Service Research is Out


The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.

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