Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. We’ve learned a majority of customers are left wanting more after an online experience with a QSR or fast casual brand.

Customer Experience 98

Customer Experience Effort Score Loyalty Customer Journeys 98

Joe Rawlinson

AUGUST 9, 2017

If you have a physical location, make sure that your customers’ mobile shopping experience integrates with their physical shopping experience, using tactics such as beacon marketing to deliver digital offers in-store. Live chat is another technology you can use to improve customer experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Eptica

JANUARY 22, 2016

Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price. In store 40% were unhappy with the service they received. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Eptica

DECEMBER 11, 2015

Customers are dissatisfied with service online and offline There is widespread frustration with customer service levels on both sides of the Atlantic. One third (33%) of British consumers and 35% of those in the US are unhappy with the online experience , a figure that rises to 37% in store in the UK, and 40% in the US.

Self Service 48

Self Service Customer Service Social Media Retail 48