nd then effectively and consistently anticipating and exceeding those needs and expectations. Brands that focus on meeting these needs and expectations will yield the highest loyalty rates and reap the greatest profits” (Kirk 1).
All businesses have the goal of making a profit, so we cannot attribute the trend for great customer service as one based solely on humanitarian purposes. Nevertheless, despite many executives failing to see the profitability behind enhancing customer service, many studies demonstrate that exceeding customer service needs and expectations has a direct impact on the bottom line of businesses that achieve this level of
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