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Published on: September 2008
Type of content: WHITE PAPER
Format: Adobe Acrobat (.pdf)
Length: 14 pages
Price: FREE

Overview:
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. Meanwhile, customers
are communicating their service experiences,good and bad, for all to see on the Internet. And while rates of revenue growth are flattening in many product businesses, service income is accelerating. In short, service delivery is a moment of truth that can determine customer loyalty and profitable growth.

This paper explores the crucial links between customer service and customer satisfaction.