Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. These are trends that apply equally to the world of customer service. Reimagine What Success Means What defines success in your contact centre?

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Have you ever wanted to ask a customer service or CX expert a question? Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. And if so, how?

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Sign Me Up! 10 Tips for Success with Subscription Business Models by Amanda Davis. This grew to 29% by 2018.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. For three decades, the ACSI has been a leading satisfaction index (cause-and-effect metric) connected to the quality of brands sold by companies with significant market share in the United States. Here are my top five picks from last week.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198