SurveySparrow

SEPTEMBER 27, 2023

” In reality, big data holds the key to providing better customer service and enhancing customer satisfaction. According to a study , it was found that companies that prioritize data-driven strategies are six times more likely to be profitable year-over-year than those that don’t?

Data 52

Data Customer Experience Loyalty Programs Social Media 52

Eptica

JANUARY 22, 2016

This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. This polled 1,000 US and 1,000 British consumers on Cyber Monday about their experience of online customer service during the holiday shopping season. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Beyond Philosophy

JUNE 11, 2015

In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

FEBRUARY 3, 2015

What about Call to Action in the Retail Experience? Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 60

CEM Retail Consulting Conference 60

Experience Investigators by 360Connext

MAY 20, 2015

Usability sessions and A/B testing can tell you a lot, but there are some things that will never show up on those types of studies. All we do is stand up for the customer. We look for ways to improve the digital experience and stay ahead of competitors, both inside and outside the industry. We don’t design.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

SurveySparrow

SEPTEMBER 20, 2021

For startups that are just getting into experience management, their free survey account is recommended. Brand tracking studies. Employee engagement. Online experience activation. Customer engagement. Online store workflows. Customizable templates. Omnichannel survey distribution. NPS surveys.

Omni-Channel 52

Omni-Channel Software Tools Management 52

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

Survey 58

Survey Measurement Customer Experience Effort Score 58

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

Survey 40

Survey Measurement Customer Experience Effort Score 40

Eptica

SEPTEMBER 10, 2015

Further research from McKinsey discovered that, even with the advantages of digital channels, many consumers still use analog channels such as the telephone for customer service. In a study of European telecoms companies 3% of consumers used a digital channel for customer service – half the number that called.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Thunderhead

OCTOBER 19, 2018

One CEO of the top five spoke recently of ‘end-to end’ online retailing of new and used cars – from research to purchase and finance, plus delivery and signatures: “It’s about making effortless journeys for customers, not complex processes”. It’s about making effortless journeys for customers, not complex processes” – dealer CEO.

Omni-Channel 40

Omni-Channel Automotive Retail Sales 40

Eptica

DECEMBER 11, 2015

In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. Getting to the right answers is becoming more difficult Being able to find basic information online is crucial to turning browsers into buyers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Pointillist

JUNE 15, 2018

Many companies, in such circumstances, identify shorter-term behavior that can be used as a proxy for customer retention. Getting customers engaged in shorter-term activities often bodes well for long-term customer retention. Their convenient online experience for selection and shipping is also rated highly by customers.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110