Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Imagine that!

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

JANUARY 30, 2017

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. Customer Service Software Buyer Report – 2016 by Craig Borowski.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

SEPTEMBER 6, 2021

(Raydiant) As consumers have grown accustomed to online experiences, they’ve come to expect a similarly digital in-store experience. Physical brick-and-mortar locations—retail stores, gyms, restaurants, or otherwise—must now be digital, automated, and personalized to the customer. And, they won’t spam you.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Smith+co CX

APRIL 23, 2013

It really depends on how the brand thinks about the retail and online channels and the extent to which they work in harmony. Fashion retailer Burberry, reported an 8 percent rise in sales from its stores for the period ending 31st March. But training in most retail operations doesn’t work. The answer to that question is ‘maybe’.

Retail 31

Retail Customer Experience Multi-Channel Training 31

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0