Customer service is important to brand success, but to drive revenue, customer experience may be far more important. According to Bain & Company, a 5% increase in customer retention can increase a company’s profitability by 75%. In this Forbes article, you’ll read more reasons why you may want to rethink the metrics you’ve been using to measure customer service, plus other benefits that a shift in focus from customer service to customer lifetime value can mean for your business.

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