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Why Understanding Expectations Is Crucial For Customer Service blog.kissmetrics.com
in Conversion Rate Optimization

Customer service is about expectations. And the expectations that customers have today were shaped by their previous experiences. Businesses need to meet or exceed these customer expectations. Service is praised or criticized because of expectations. After all, when do you hear people bring up customer service? Unless they are asked about it specifically, then they talk about it only when the service exceeds expectations or does not meet expectations. Continue Reading

5 minute read


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