Reinventing the Customer Service Experience to Capture Loyalty
Customers connecting with each other through social channels have become emboldened about sharing their experiences with products and brands—both good and bad. Today, a customer can broadcast her experience to thousands if not millions of other consumers. Companies can leverage opportunities created by the emboldened customer by building trust equity with their customers, delivering more proactive outreach, and exceeding customer expectations before any need arises. Proactive service that’s delivered through personalized interactions with agents can help differentiate companies, strengthen customer relationships, and drive compelling business benefits.
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