Transparent change communication – CX Tip of the Day

Telling customers about a change they didn’t ask for? Ditch the jargon and be straight up. Explain the ‘what’ and the ‘why’ simply. Then, hand over the controls with clear choices and an easy out. Clarity and control build trust, even when the news isn’t great.

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Stage: Usage, Engagement, and Support
Trend: Communication That Cares – Values shift: Growing demand for transparency and customer choice in policy changes, with customers expecting clear communication and the ability to influence or opt out of new terms.

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