Salesforce polled 1,900 “global customer service leaders” about their practices. Findings can be found in the new 2015 State of Service Report.

“Just a few years ago, customer service was an after thought for most companies,” says Salesforce’s Matt Wesson. “If a customer had a good experience, great. If not, oh well. Today that mentality is ancient history. Successful companies realize that exceptional customer service can be a serious differentiator that opens the door to more sales, upsells, and referrals. Delivering this level of service is all about meeting and exceeding expectations? But what are those expectations and how are the most successful service organizations meeting them?”

The following infographic looks at some of the main highlights from the State of Service Report.

The whole report can be downloaded here.

Image via Salesforce