Gartner research found that although a good service experience may prevent customers from leaving, it is not enough to make them stay because customers are ultimately loyal to the company’s product or service offering. This leaves a huge opportunity for customer service to do more and drive tangible business outcomes, specifically by leveraging service interactions in a way that boosts customer loyalty.

Gartner created a guide to pivot toward a customer value enhancement strategy that — together with low-effort resolution — will increase customer retention, positive word of mouth and wallet share.