TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

PK

MARCH 18, 2020

For customers, there’s nothing worse than having to wait in line. The recent footage of Costco and other big-box stores with lines of customers stretched around the block would raise anybody’s blood pressure. Lines like these while exaggerated by our current health crisis are not just a problem of the moment.

Retail 75

Retail Consumers Omnichannel Technology 75

SurveySensum

AUGUST 24, 2023

Another research by Harvard Business Review on customer experience reveals that customers who fail in their attempt to use self-service options and are forced to pick up the phone to talk to agents are 10% more likely to be disloyal than those who were able to fully resolve their issues in their channel of choice.

Brands 52

Brands Airlines Effort Score Banking 52

Stella Connect

APRIL 11, 2017

It’s great to see so many brands adopting and developing new in-store technologies. High tech creates a high-touch in-store experience when it: Recognizes each customer’s purchase history, regardless of channel; Provides associates with up-to-the-minute data; Informs and empowers customers so they can make the most suitable purchases; and.

Customer Experience 40

Customer Experience Omnichannel Retail Sales 40