Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? The company started out as a survey tool for academics and has grown into a multi-product feedback software.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

SurveySparrow

FEBRUARY 18, 2024

The team and I spent a whole day finding the best alternatives to this customer feedback platform. Source: customerthermometer.com Customer Thermometer is a customer feedback software that makes measuring customer satisfaction simple and quick. Or perhaps, you want something new to try out. What is Customer Thermometer ?

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Warm transfers” are a huge help in this area.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Kustomer

JANUARY 7, 2024

Segmentation tools and workflows : This will help to organize your customer base into meaningful groups so that you can make support and marketing efforts much more targeted and effective. Feedback from some users suggests the quality of support from the dedicated customer manager can diminish over time.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Retently

MARCH 26, 2024

However, if it is known for valuing customer feedback and going above and beyond to ensure customer satisfaction, you might prefer it even if its product is slightly more expensive. Still, if the company behind it has a reputation for poor customer service or unresponsive support, you might think twice before committing to a purchase.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

InMoment XI

DECEMBER 7, 2023

As your organization starts your customer experience management efforts, you need to consider how to measure it. CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

customer sure

JANUARY 16, 2024

Due to the multi-faceted nature of ‘experience’, there’s no convenient single metric for measuring experiences – though concepts such as NPS (Net Promoter Score) , or CES (Customer Effort Score) make a good go of it. 75% of consumers expect a consistent experience across all channels - both offline and online.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62