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Service Experience Management

Evidence-Based Service: Building Brand Through Every Customer Touchpoint
In today’s world, every customer touchpoint, including customer service, must enforce a company’s brand. However, companies have found it difficult to measure the effect of customer service on brand. What is needed is an ability to align the service experience with brand in a way that is appropriate for customers, yet enables the company to effectively manage costs, compliance, and other key performance indicators (KPIs). This requires the ability to measure the effect of each service interaction on brand perception and customer service KPIs.

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