Experience Investigators by 360Connext

FEBRUARY 9, 2015

Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/or Net Promotor Score. The right way to track customer metrics can vary from company to company.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Eptica

SEPTEMBER 10, 2015

Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. According to McKinsey, if done well it boosts customer satisfaction by 33% while reducing contact center call volume , and generating savings of 25-30%.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Eptica

JANUARY 22, 2016

The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI). In store 40% were unhappy with the service they received.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

ECXO

MARCH 24, 2024

It means receiving relevant recommendations, customized products, and personalized content that resonates with their interests. With AI-powered technology, companies can create a seamless, personalized experience that fosters brand loyalty, enhances customer satisfaction, and drives business growth.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

SurveySparrow

SEPTEMBER 27, 2023

Or, perhaps you might have wondered “Hey, how can big data improve customer experience?” ” In reality, big data holds the key to providing better customer service and enhancing customer satisfaction. It’s like having a tech guru on standby, ensuring a smooth online experience.

Data 52

Data Customer Experience Loyalty Programs Social Media 52

Beyond Philosophy

FEBRUARY 3, 2015

What about Call to Action in the Retail Experience? Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Regardless, the article statistically shows that they had an effect.

CEM 60

CEM Retail Consulting Conference 60

SurveySparrow

SEPTEMBER 20, 2021

Online research panels. Customer Effort Score (CES). Customer Satisfaction Score (CSAT). Customer satisfaction surveys. Customer loyalty. Employee engagement surveys. Online experience activation. Customer engagement. Online store workflows. Sparrow API.

Omni-Channel 52

Omni-Channel Software Tools Management 52

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

Survey 56

Survey Measurement Customer Experience Effort Score 56

Pointillist

JUNE 15, 2018

Many companies, in such circumstances, identify shorter-term behavior that can be used as a proxy for customer retention. Getting customers engaged in shorter-term activities often bodes well for long-term customer retention. Track Customer Satisfaction Along the Entire Journey.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Your brain won’t allow you to see it or truly FEEL it as your customers do. They will seek out your competitors just to spite you. Don’t believe me? That’s fine.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

Survey 40

Survey Measurement Customer Experience Effort Score 40