ShepHyken

DECEMBER 26, 2022

Several poor choices are detrimental to the CX (customer experience), so here’s what companies need to stop doing on digital platforms in 2023. My Comment: The online experience is just as important as an in-person experience. Your website is a direct reflection of your company/brand.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

Joe Rawlinson

AUGUST 9, 2017

For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

C3Centricity

NOVEMBER 4, 2020

From smarter homes to an improved online experience, people have a lot to gain from the situation. Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ). 36% of consumers shop online weekly since covid, up from 28% pre-pandemic. Ecommerce accounts for 16.1%

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

delighted

NOVEMBER 19, 2019

It’s also fair to say that a mix of factors — the rise of ecommerce plus the increased operational costs of leasing land for a traditional brick-and-mortar store — have a lot to do with it. Even with the rise of ecommerce and shuttering of retail incumbents, the in-store experience can still be a gamechanger for your company.

Retail 40

Retail Feedback Survey Ecommerce 40

delighted

APRIL 19, 2019

For feedback on the ease of an in-store or website experience: “It was easy for me to find what I was looking for.”. For feedback on the ease of the online purchase process: “It was easy for me to make a transaction.”. For feedback on a self-service feature: “[Tutorial/article] made it easy for me to resolve my issue.”.

Survey 59

Survey Measurement Customer Experience Effort Score 59

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. The Online Experience Today If you want to make a conversion or create a loyal customer on an eCommerce site today, you have to give your audience an exceptional customer experience.

Self Service 79

Self Service Ecommerce Knowledge Base Customer Service Representative 79

delighted

APRIL 19, 2019

For feedback on the ease of an in-store or website experience: “It was easy for me to find what I was looking for.”. For feedback on the ease of the online purchase process: “It was easy for me to make a transaction.”. For feedback on a self-service feature: “[Tutorial/article] made it easy for me to resolve my issue.”.

Survey 40

Survey Measurement Customer Experience Effort Score 40