Remove Customer Confidence Remove Loyalty Remove Policies
article thumbnail

New Report Reveals How to Build Customer Confidence in 2015

Experience Investigators by 360Connext

Knowing certain products cause this hesitation, reassure customers both online and in-store about return policies. Using the app and digital presence to provide how-to videos and customer reviews could be the reassurance they need in the moment. Loyalty: “What’s in it for me?”

article thumbnail

Call Center Cost Reduction: Moving to Zero Call Resolution

InMoment XI

Customers don’t want to call; they want quick and easy solutions. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Yet, it’s not just the customer paying the price for this breakdown—your business is footing the bill, too, in more ways than one.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

Why are customers embracing texting? How to set a return policy that works for the customer and you by Sam Kliger. Retail Customer Experience) A store’s return policy is an important part of your overall approach to customer service, but it’s not as simple as making your guidelines strict or lenient.

article thumbnail

Top 5 Customer Service & CX Articles for Week of September 9, 2024

ShepHyken

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

article thumbnail

Amazing Business Radio: Megan Singh

ShepHyken

You want to create confidence and trust, because those feelings will convert to customer loyalty. Megan explains that Squaremouth sells travel insurance policies through their comparison website. So, anything through Squaremouth is actually another company’s insurance policy. Downsell’ the customer.

article thumbnail

Ten Reasons WHY Customers Choose to Do Business with You

ShepHyken

Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company. You want customers to use the word “always” to describe their experience with you. Some people choose price as a primary reason.

Culture 134
article thumbnail

Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Over three quarters (76 percent) of our respondents told us that they do have routing IT policy procedures.