Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. One such metric is the First Call Resolution which provides the mutual benefits of being efficient for the business and effective for the customer.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Responsetek

MAY 8, 2018

What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? Create a reporting framework for the continuous monitoring of customer experiences, enabling consistent customer satisfaction.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Pointillist

JUNE 15, 2018

In order to stand out in today’s market where consumers are already flooded with many loyalty offers, differentiate your loyalty program by offering unique and personalized rewards and not just “free stuff” that has no intrinsic value in the life of your customers. Overall, a well-oiled digital machine.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110