2005 Customer Expectations Interaction ROI 
InteractionMetrics
JANUARY 22, 2016
And yet, many of these same companies claim that customer service is one of their core strengths. If you want to make strides and get a strong ROI on your customer service, you must exceed customers’ expectations. Great service brings customers back, plain and simple. Attract new customers. .
CX Journey
JANUARY 2, 2019
This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. How do we show ROI? Customer service is one of those interactions.
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