ClickFox's Customer Experience Analytics Blog

During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer relationships as a more cost-effective way to increase revenue. It is also during these times that they realize the vital role that customer service operations play in maintaining profits and improving customer loyalty. The Customer Service Best Practices survey sought to discover:

• Which industries are doing the best job when it comes to customer service
• Which service channels provide the best experiences
• The importance of an organization’s customer service reputation in consumer buying decisions
• The impact of issue handling and resolution on customer loyalty