Forrester Report: Rethink Customer Service to Build Emotional Engagement

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According to research by Forrester, service organizations aiming only to appeal to the rational side of customers’ needs will have an increasingly difficult time maintaining loyalty. Companies with a reputation for great service forge strong emotional bonds with their customers, which ultimately feeds brand advocacy.

Download the research report to see why many companies fail to deliver superior customer service and how focusing on empathy and emotions can create sustainable competitive advantage.

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