When trust becomes the focal point of your customer experience, every interaction has a clearer purpose. Decisions become more customer-focused, employees act with greater ownership, and customers feel more confident in the relationship.
TrustCX is a universal framework to help companies ensure every customer experience contributes to building customer loyalty.
TrustCX is founded on the research-based link between customer loyalty and trust, and provides practical and unambiguous guidance for decisions and actions that impact your customers. Learn more
Shaun is the leader of the Belding Group of Companies, and an acclaimed global expert on customer experience, customer service, service recovery, and leadership.
This one common insurance company practice costs them millions in lost loyalty.
Almost 80% of CX initiatives fail to show financial impact. This is the reason – and what you can do to succeed.
The story is always the same. Whenever a new survey is released about customer experience, the “worst list” is always littered with Banks, Tech, Utilities, Airlines and Utilities. The big question is, why? There are three reasons.
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