What are your company's customer service standards? "Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience." In fact, "81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition." But more importantly "Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases." (Sources: Harris Interactive, Customer Experience Impact Report; Peppers & Rogers...


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