CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. 37% of Britons are unhappy with the experience in store, with 27%. Despite record UK sales of £1.1

2014 40

2014 2015 Customer Experience Retail 40

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43

Confirmit

SEPTEMBER 13, 2017

The balance often tipped more in favor of the company, however, and led to poor experiences. This is my theory as to why CX is now king—customer revolt due to better online experiences. ” In 2016 Glassdoor listed Data Scientist as the best overall job—as voted by those who work in it.

Leadership 40

Leadership 2016 Books Contact Center 40

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation.

Brands 39

Brands Customer Experience Retail 2017 39

Oracle

APRIL 3, 2018

The brand offers integrated consumer experience in all sales channels: stores, website, and call center. Physical stores have a digital terminal that integrates in-store experience with online experience, where salespeople can offer more than 30,000 items to customers, as well as check product availability across all stores.

Fashion 50

Fashion Retail 2005 2011 50

ijgolding

MARCH 22, 2017

“The cost of bad experience is around $ 80.00 Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. billion in USA and $ 300.00 billion across the world” – Huffington Post.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Lumoa

APRIL 3, 2018

According to the same research, at least 66% of customers trust other consumer opinions posted online and according to another research , 58% of consumers said they have recently (within the past five years) began leaving more and more online reviews based upon customer service. The Net Promoter: what is it?

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134