InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Social Media NPS 260

BlueOcean

FEBRUARY 7, 2019

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction. But where do we start?

Metrics 219

Metrics Customer Care 2019 Measurement 219

CSM Magazine

JUNE 12, 2015

It’s critical to know the tangible value of your promoters to the overall lifetime customer value. One company studied the difference between detractors who were converted up and those who stayed dissatisfied, finding the average sales growth to be notable. Customer Effort Score (CES).

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

SmartKarrot

JULY 26, 2021

User experience (UX) is concerned with the experience that a customer has with your product. On the other hand, CX is the experience that users have with the brand as a whole. Who owns customer experience? Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES).

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11