ShepHyken

APRIL 30, 2018

Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Talkdesk

MAY 11, 2016

Net Promoter Score (NPS) is a commonly used tool for assessing customer loyalty that was introduced in a 2003 article in the Harvard Business Review. For many companies, the call center is the heart of their customer service strategy. What is NPS? How Does NPS Work in a Call Center?

Call Center 40

Call Center NPS Net Promoter Score Effort Score 40

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Martin Hill-Wilson

JUNE 8, 2015

So back to the question of multi-channel adoption, how are customers doing? After years of faithful marriage to phone based interactions, consumers have become slightly stir crazy judging by their uptake of all things digital. 76% of consumers reported using help/FAQ pages online, while 73% had phoned an organization.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

Provide Support

APRIL 26, 2017

There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. © 2003 - 2017 Provide Support LLC. Is your business still lagging behind the trend? Read more.

Infographics 53

Infographics Customer Service Strategies Trends Interaction 53