ShepHyken

SEPTEMBER 5, 2022

CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. Let’s give the customer an experience that makes them want to say, “ I’ll Be Back.”.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

SEPTEMBER 6, 2021

Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260