Myths about customer care experience!

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Here is a LinkedIn post designed to spark engagement and position you as a forward-thinking leader in the customer experience (CX) space.



We’ve all heard the old-school clichés of customer service, but in 2026, following them literally isn’t just outdated—it’s bad for business.

If you want to build a resilient, modern brand, it’s time to retire these 3 myths:

Myth: "The Customer Is Always Right."

  • The Reality: Customers are human—they get things wrong, too.

  • The Fix: Prioritize fairness over compliance. When you back your team against unrealistic demands or abusive behavior, you create a culture of respect. A happy, empowered team provides 10x better service than one that’s demoralized by "bad-fit" customers.






Myth: "No News is Good News."

  • The Reality: Silence is usually a warning sign, not a victory lap. Research shows only ~4% of unhappy customers actually complain; the rest just leave quietly.

  • The Fix: Hunt for the friction. If your phones aren't ringing, your feedback loop might be broken. Proactive brands seek out the "quiet" dissatisfied customers before they churn.

 Myth: "AI is Replacing Human Agents."

  • The Reality: AI is a tool, not a replacement for empathy. It’s great for tracking packages, but terrible at de-escalating a frustrated human.

  • The Fix: Aim for "Cyborg Support." Let AI handle the repetitive data-crunching so your humans can focus on deep, creative problem-solving and genuine connection. In an automated world, the "human touch" is your greatest premium.




Success in CX isn't about avoiding conflict—it’s about handling it with boundaries, transparency, and the right mix of tech and heart.

Which of these myths do you see companies still clinging to? Let’s discuss in the comments! 

#CustomerExperience #CX #CustomerSuccess #Leadership #Innovation2026 #AI


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