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2018 State of Global Customer Service Report
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"2018 State of Global Customer Service Report"

The customer service landscape is changing rapidly, but one constant is that companies focusing on high-quality customer service have a competitive edge in their market and see positive impacts on their brand, revenue, and customer loyalty.

Microsoft Research surveyed 5,000 consumers across Brazil, Germany, Japan, the United Kingdom, and the United States and found that customer service influenced brand choice and loyalty for 95% of participants.

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