In today’s interconnected and hyper-social world, consumers have little patience for poor customer service. Companies are under pressure to meet customer expectations for optimal service. As business leaders assess their customer strategies, here’s a snapshot look at why savvy companies are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino

1. Harnessing the Power
of Customer Service
JUNE 2015: CUSTOMER SERVICE
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
Customer
Support
How may I
help you?
50%
of employees
said their company
provides customer
service via mobile
devices, up from
38% in 2012.
—Source: The Social
Customer Engagement
Index
CXCustomer
Experience
—Source: Customers
2020 Report
By 2020,
customer
experience will
overtake price
and product as
the key brand
differentiator.
70%of customers will
do business with
you again if you
resolve their
complaints.
— Source: Ruby
Newell-Legner
83%of consumers
require some
degree of
customer
support while
making an
online purchase.
Customer
Support
—Source: eConsultancy
51% of
companies
increased the
staffing of their
centralized
customer
experience
team in 2014.
increase
staff
— Source: Temkin Group
62% of
organizations
view customer
experience
provided throughcontact centers
as a competitivedifferentiator.
— Source: Deloitte:
Contact Center Survey