InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Comm100

MARCH 2, 2022

These findings are worrying for organizations across the board, especially those who appear to be investing heavily in the tools to deliver excellent CX and are failing to keep pace with their customer’s expectations. An Intentional Experience by Design. Set the expectation whenever possible.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

delighted

NOVEMBER 19, 2019

They’re using retail customer feedback to understand what their customers want, enhance retail CX, and maintain a competitive advantage. But honestly, many customers have little faith that brick-and-mortar retailers understand them. Why in-store retail customer feedback is vital.

Retail 40

Retail Feedback Survey Ecommerce 40

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Relationship surveys are focused on surfacing feedback related to the overall customer experience.

Survey 58

Survey Measurement Customer Experience Effort Score 58

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Relationship surveys are focused on surfacing feedback related to the overall customer experience.

Survey 40

Survey Measurement Customer Experience Effort Score 40

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Customer Churn Rate – CCR 6 Ways To Improve Your Omnichannel Customer’s Experience 1. NPS uses a single-question survey with a scale of 1-10.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. On the other hand, relationship drivers are more generic, like, the reliability of services, value for money, online experience, etc.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83