Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

delighted

JANUARY 4, 2022

Gone are the days of mere customer transactions. Now, every interaction with a customer is a two-way conversation; one where customers expect to be asked for their opinions – and listened to – in order for you to keep their business. Customer Effort Score surveys.

Feedback 89

Feedback Net Promoter Score NPS Social Media 89

Kustomer

JULY 28, 2022

More engaged customer base: Great CX is about flexibility to meet your customers where they’re at. An omnichannel approach , or providing consistent service across all communication channels , makes engaging with your customers that much more accessible. Businesses need to adjust and adapt to customer expectations.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

SurveySensum

MAY 18, 2023

With retail surveys, you can understand your customers well, and accordingly, you can customize your business’ products and services to deliver what your customers expect from you. Analyze the customer feedback to understand customers’ expectations and issues thoroughly to close the feedback loop effectively.

Retail 52

Retail Feedback Net Promoter Score NPS 52

Wootric

AUGUST 22, 2019

The rate of digital innovation is shaping customer expectations rapidly. Customers expect companies to automatically personalize experiences and not only predict but also proactively address their present and future needs. M icrosurveys that capture metrics and sentiment at specific customer journey touchpoints.

Customer Experience Management 45

Customer Experience Management Net Promoter Score Customer Experience Management 45

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 59

Net Promoter Score Contact Center Omnichannel Effort Score 59

delighted

AUGUST 16, 2019

The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges. 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. Multi-channel customers spend 4% more in store and 10% more online than single-channel customers.

Customer Experience 55

Customer Experience Multi-Channel Touchpoint Social Media 55

delighted

FEBRUARY 22, 2019

Each survey type provides a different customer insight and should be used at a specific point in the customer experience lifecycle, so choose wisely! In this post, we will help you understand and effectively use the following surveys: Net Promoter Score (NPS) Surveys. Customer Satisfaction (CSAT) Surveys. Custom Surveys.

Net Promoter Score 57

Net Promoter Score Effort Score NPS Customer Satisfaction 57

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 48

Net Promoter Score Contact Center Omnichannel Effort Score 48

SurveySensum

MAY 26, 2023

Timing & Frequency Sending the survey at the right time is crucial to measure customer expectations. – Transactional NPS (tNPS) A transactional NPS survey is sent right after the transaction. A relationship survey will help you to gauge customer loyalty as a whole over a period of time. Have a look.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Loyalty 52

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

delighted

SEPTEMBER 13, 2019

Customer Satisfaction Surveys (CSAT) surveys : these surveys are designed to collect deeper insight from your customers. They measure the overall customer satisfaction of a product, service, or business. Customer Effort Score Surveys (CES) surveys : these surveys measure the effectiveness and efficiency of your team.

NPS 45

NPS Net Promoter Score Multi-Channel Customer Satisfaction 45

Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. They want to be in control and you want them to keep using your digital channels. This was a multi-year, probably 10 year plus research effort.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52