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Customer service has evolved into a business strategy that helps companies differentiate themselves from their competition, sustain profitability and thrive in any type of economy, especially during recessionary times. It’s often the only competitive advantage a business has.

Improving the customer experience has become a major strategic priority for just about every company, according to a report by Forrester Research, The State of the Customer Experience, 2012. Of all the businesses surveyed, 93% identified the customer experience among their strategic priorities, and 28% placed it at the top of the list. Additionally, 75% plan to use it as a key differentiator. Will you?

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