Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

SurveySparrow

JUNE 28, 2023

Also, optimizing customer experience requires integrating all touchpoints and ensuring a seamless transition between them. Example: Zappos, a renowned online shoe retailer, offers exceptional customer service across channels. Example: Delta Airlines has a robust customer feedback system in place.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52