80% of customers say they will forgive a company for its mistake after receiving excellent service. These tried and true tips will get your CX back where it needs to be to win back unhappy customers.
Yes, they do! It happens pretty often, actually. In fact, 80% of customers say they will forgive a company for its mistake after receiving excellent service.
Start with these tips to get your CX back where it needs to be, then read the infographic for more tips and the stats to back them up.
Fire up your agents: Keep your staff involved and up to speed with industry training. Then layer on role-playing and nesting so agents internalize what they’ve learned.
Replace bland with brand: Find empathetic representatives, screen them for CX talent, and give them the tools to live and breathe your brand culture.
Pair the experience with purpose: Encourage employees to become coauthors of the process, rather than simply task performers. They’ll be invested in the work and think of new ways to improve CX.
Bake in feedback optimization: Analyze, categorize, and apply feedback by funneling it into process recommendations that continuously optimize the customer journey.
… and more!
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