Match Customer Communication Preferences

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In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.

Chapters
00:00 The Haunting of Customer Relationships
03:07 Understanding Customer Ghosting
05:37 Common Mistakes Leading to Ghosting
08:42 Communication Styles and Customer Engagement
11:46 Reviving Ghosted Customers
17:47 Strategies for Re-engagement

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

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