InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.

Retail 260

Retail Customer Experience Social Media NPS 260

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? How do those NPS and CSAT scores look? Are your values still shared and mutually respected?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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.

Metrics 219

Metrics 2019 Customer Care Measurement 219

CSM Magazine

JUNE 12, 2015

80% of customer service organizations use the CSAT score, and those who see results remain aware of certain realities: Any customer service performance data is bound to be altered in some ways by the non-response bias – most people with lukewarm responses won’t take the time to rate their satisfaction.

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

Wootric

MAY 12, 2020

In time, you will want a deeper understanding of your customer journey, and that will lead to asking questions at additional touchpoints using other CX metrics, such as CSAT or Customer Effort Score. 48% of customers who had negative experiences told 10 or more others. Failure is an opportunity.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

SmartKarrot

JULY 26, 2021

This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? Customer experience (CX) refers to the impressions that your customers have on your business. CX is based on the different interactions that the customers have throughout their journey.

Customer Experience 11

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