Lumoa

NOVEMBER 29, 2021

McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care, and banks, the linkage is weaker because of the higher switching costs.

ROI 103

ROI Customer Experience NPS Financial 103

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. One reason for this is a focus on using customer feedback from surveys to drive VoC programs, which gives an incomplete picture of consumer needs.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Lumoa

JULY 10, 2018

McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care and banks, the linkage is weaker because of the higher switching costs.

ROI 121

ROI Customer Experience Financial NPS 121