Treat customer service as your competitive differentiator.  A great customer experience increases your customers’ willingness to buy from and recommend you and decreases their propensity to switch. But it all starts with listening.   Whatever the industry, business, or channel, customers have similar basic service expectations. 

Organizations that provide great customer experiences recognize the importance of fundamental customer requests like ‘Save me time’ or ‘Be consistent’.  They then translate these requests into action by minimizing customer wait times, increasing first-contact resolution rates, and providing customer-centric interactions.