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Customers are the number one group that you should consider when making decisions for your brand. More than your stakeholders and employees, you should be listening to what consumers have to say about your company and the industry as a whole.
About 96% of consumers reported that customer service plays a significant role in their loyalty to a brand. Moreover, 33% admitted that they abandoned a business because their service lacked personalisation. (1)
Knowing this, it’s no longer enough to have a traditional customer service process. You need to make sure you’re catering to the specific...
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