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Giving people what they want drives the bottom line. Statistics consistently show that consumers are more likely to buy, purchase again or recommend a company to a friend based on the quality of their customer service. Until recently, competitive businesses knew the equation to meet those expectations and stay ahead: Listen well enough to understand what customers wanted and provide it, but one step better.
Today, customer needs have changed. In a 2023 Salesforce survey of 14,300 global consumers and business buyers, 80% said the buying experience is now just as important as the products or services a company offers. Seventy-three
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