customer confidence Archives - Shep Hyken | Customer Service Expert

Customer Trust Formula

This article answers the question: Are organizations not only paying attention to the feedback customers give but also to the feedback they unintentionally withhold? In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with you. I created a metric, the Customer Confidence Score (CCS), to measure how much a customer trusts you. So, let’s say the customer gives you a 10 on a scale of 1-10. Why do they give you that perfect score? Here are ten reasons why: (more…)

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