Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

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

ijgolding

MARCH 22, 2017

For example, almost all banking transactions can be done via our mobile, or any sort of e-commerce purchase can be made without leaving our comfort zone. A study by Forrester states that more than 63% of the businesses are still looking to further improve their customer’s online experience in the coming year.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Eptica

DECEMBER 11, 2015

Customers are dissatisfied with service online and offline There is widespread frustration with customer service levels on both sides of the Atlantic. One third (33%) of British consumers and 35% of those in the US are unhappy with the online experience , a figure that rises to 37% in store in the UK, and 40% in the US.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Eptica

JANUARY 22, 2016

This polled 1,000 US and 1,000 British consumers on Cyber Monday about their experience of online customer service during the holiday shopping season. In store 40% were unhappy with the service they received. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Service Social Media 49