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Corporate Branding

Customer Loyalty Depends On How Well Companies Deliver On Their Basic, Even Plain-Vanilla Promises

20 min read

The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is

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