Businesses who excel ensure that customer service is one of their top five strategic priorities. Getting the right mix of quality service, engagement and communication is difficult though, and it's not uncommon for an organization's customer service score to fall short of the experience they believe they are providing. So how can companies bridge the gap?

This e-book preview excerpt delves into the finer details of providing a quality customer experience. Topics covered include:

• Why customer experience is the new normal
• Examples of the toll poor customer service experiences can take
• The four essentials of profitable customer experience
• And the differences in business-to-business (B2B) customer experience.