News Summary

• Customers who feel heard and supported are more likely to stay, spend more and recommend a brand to others.
• 86% of customers say the experience a business provides is as important as its products or services.
• Doron Pryluk, chief operating officer at Quack AI, argued that businesses should stop thinking about service as a line item and instead see it as an engine for retention and product improvement.
• Michael Hutchison, head of customer operations at eClerx, told CMSWire that you don’t turn service into a value driver by rebranding it, you do it by redesigning it.