Brand loyalty is not as strong as it once was. Forbes reported that 96% of customers would potentially withdraw their business if they received bad customer service, and leaders across the industry are aware their brand reputation is at stake from negative customer service interactions.

With this in mind, how can contact centre leaders build and secure customer loyalty and trust? And what steps can they take to reinforce positive customer experience to strengthen brand loyalty?

Explore the approaches of key industry leaders in the retail sector and explore alternative routes, such as the right use of technology, and conversations around it’s importance in cementing brand loyalty.

Download the report below to discover more.

About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.


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