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In your opinion, in a situation where companies are increasingly implementing artificial intelligence technologies for personalized service, using omnichannel communications (so that customers can freely switch between chat, phone, social media, and offline points) and focus on proactive service (when they try to anticipate problems before customers complain), what actually has the strongest impact on long-term customer loyalty — the speed of issue resolution, a sense of individual attention and care, the convenience of using different channels, or perhaps a combination of all these factors, where each component only works if the company really listens to and takes into account consumer feedback?
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Sometimes, when I read articles about how brands build customer loyalty, I catch myself thinking: does this really change anything in the life of an ordinary person? I recently came across an article from Customer service insights — and it caught my attention precisely because it does not waste time on empty promises, but talks about the present. I especially remember that people do not like to remain “in limbo”: waiting for an answer or a solution is much more irritating than I thought. And it is also important not just to answer, but to really help — this is not a trick, but respect for a person. The article turned out to be “not about business”, but about people, and now I look at service differently, be it an online store or bank technical support.
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