The Effortless Experience from CEB
It Doesn't Pay to Delight a Customer.
After years of focus on the "above and beyond" service mentality, CEB's research of tens of thousands of customers globally across multiple industries and customer types indicates there is virtually no difference at all between the loyalty of customers whose expectations are exceeded in service interactions and those whose expectations are simply met. In fact, the findings indicate customer service interactions are nearly four times more likely to lead to disloyalty than loyalty.
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