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Key Takeaways
Prioritising empathy and empowerment in customer experience can lead to increased customer satisfaction and advocacy.
Implementing flexible policies and procedures can result in better outcomes for customers and the business.
Documenting grey areas and creating clear expectations for frontline reps can ensure consistency in customer experience.
Leveraging customer feedback and data analytics can help identify areas for improvement in the customer experience.
Creating a Make It Right policy can guide frontline reps in handling complex customer situations effectively.
Building a strong customer experience team with empathetic leadership can drive success in customer experience initiatives.
Key Statistics
30% higher conversion rate for customers who clicked on the live chat window.
20% higher conversion rate for customers who clicked on the request a call function.
Referral program accounted for approximately one-third of the bu...
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