Managing Change

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Customer Service: What You Need to Know

Executive Summary

A Purdue University study found that 92% of U.S. consumers base their opinions of a company on service quality, and that 63% of consumers will go elsewhere if they have a negative service experience.

Every customer touch point must be designed to create value. An integrated view of customer interactions, including your Web site, e-mail, live support and in-person contacts, will show your customers that you really understand them.

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