article thumbnail

The Complete Retail Customer Experience Guide

InMoment XI

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260
article thumbnail

Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. With the integration of the platform and an effective IVR, your customer accesses support end-to-end in the language of their choice.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

Plus, every contact center has its own panorama of values and service objectives that make a one-size-fits-all approach to measuring customer service performance a little questionable. Here are a few incisive ways to sift through the data for a glimpse at what makes customer loyalty last. Promoters are your moneymakers.

article thumbnail

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

The more loyal those customers are, the more they buy. With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Sound complicated?

Metrics 219
article thumbnail

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). Total Value Returned Rate is a key metric that also has to be tied to customer retention. What about feedback via social media networks?

article thumbnail

What is ‘Effective Customer Engagement Strategy’ in the Age of COVID-19?

Bold360

At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabilities enabled by mobile apps, chatbots, social media messaging, and more. It takes more than one or two interactions to convert today’s customers into loyal buyers.

article thumbnail

7 Tips to Maximise Your E-Commerce Customer Service

ProProfs Chat

Increase cross-selling that is persuading customers to buy related or complementary items. Increase up-selling that is persuading your customers to purchase a higher-end product. Improve customer satisfaction. Here are some simple and actionable tips to maximize customer retention in the e-commerce industry.