Microsoft Dynamics 365 Blog

Customer service is frequently cited as a key brand differentiator. It’s no wonder that 90 percent of more than 5,000 respondents in the Global State of Customer Service report agreed that customer service is important to their choice of and loyalty to a brand. Why? Because positive customer experiences create an emotional attachment to a brand, which builds loyalty and increases retention.

Creating a consistently exceptional customer experience is a challenge, regardless of the industry you find yourself in. This is due to dense competition and rapidly evolving innovations and best practices that give customers what they want through more tailored, personalized interactions. The singular way to stand out from the masses and differentiate your brand is found in responsive and well-equipped customer service organizations. Brands that understand the effect customer service has on their longevity are committed to remaining agile when responding to rising customer expectations. These are the brands that will emerge as leaders in the future.

Customer service is more than a customer problem solving resource. It’s an ambassador of your brand, your culture, and, most of all, your commitment to your customers. The experiences created by your customer service organization can make or break customer loyalty, and with customer expectations forever increasing, brands must remain attentive.

Customers continue to evolve, so understanding their behaviors, preferences, and expectations is vital to sustaining growth. The Global State of Customer Service report helps you keep your finger on the customer pulse.

To give you an idea of the topics covered in the most recent Global State of Customer Service report, here is a sample of what you can expect to find:

  • Customer loyalty stems from customer service. The majority of customers have higher expectations for customer service than one year ago, and if expectations aren’t met, nearly two-thirds of customers show little hesitation in severing their relationship with the brand.
  • Customers demand personalization. 75 percent of respondents expect the agent to know who they are and their purchase history, and nearly 70 percent of customers favorably view brands that engage in proactive customer service.
  • Customers expect efficiency. The most frustrating aspect of a poor customer service experience is an agent’s inability to resolve the issue, followed by the customer having to repeat the same information multiple times.

Discover trends around customer demands

Every customer service organization has the power to build and transform customers into brand advocates. While understanding the customer is key, the ability to be agile, flexible, and willing to reimagine the customer experience is also crucial.

Get a 360-degree view of customer service from the one viewpoint that truly matters—the customer. Download the Global State of Customer Service report today to learn more about the customers you serve, identify areas to improve your service organization, and gain insights into how customer loyalty is earned with every interaction they have with your brand.

After all, you have your customers to thank when it comes to creating a thriving, future-proof business. See how well you really know them by reading this report!

Download the Global State of Customer Service report

Learn more about Dynamics 365 Customer Service

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