Does your business provide outstanding customer service?

Many businesses think they’re providing outstanding customer service, but their customers tell a different story. When it comes to assessing your customer service, empathy matters, personalization is key, and preempting frustration with empowered agents transforms a just-OK experience to one designed to build trust and lifelong loyalty.

Taking an honest look at what customers want and need versus what your current systems provide can be eye opening. Customers crave experiences that are truly one-to-one, connected across all channels, and responsive to changing needs. This knowledge is one of the most powerful tools to inform a truly outstanding customer service program.

Read the full report to see what 12,500 business leaders, customer-facing employees and customers think makes for outstanding customer service – and what misses the mark.