Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release?

Report 90

Report How To Effort Score NPS 90

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. No matter how much information companies provide before the sale, most customers will still need help. Developing a customer success management solution is essential to customer service excellence. Most likely not.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. As the title implies, this article focuses on how great customer service can make a sale.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

Retently

AUGUST 15, 2024

That’s what Customer Satisfaction Score (CSAT) is all about. In this article, we’ll dive into the best CSAT tools available for ecommerce and retail businesses. Consider using specialized CSAT tools explicitly designed for Ecommerce and Retail, as they often include features tailored to the unique challenges of these industries.

Ecommerce 106

Ecommerce Retail Software Brands 106

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Just how prevalent is AI in ecommerce? 84% of ecommerce businesses said AI is their top priority. How popular is this ecommerce channel?

Ecommerce 93

Ecommerce Retail Trends Social Media 93

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 135

NPS Comparison Survey Net Promoter Score 135

Lumoa

FEBRUARY 2, 2023

What’s the Difference Between Customer Experience and Customer Service? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Kayako

DECEMBER 27, 2018

What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Customer satisfaction is important , but measuring it properly can be hard.

Net Promoter Score 137

Net Promoter Score Effort Score Customer Experience Ecommerce 137

C3Centricity

NOVEMBER 4, 2020

Ecommerce accounts for 16.1% Anything that moves us toward increased customer satisfaction from our digital marketing efforts is great. So many corporations today have increased their technology but have not improved their customers’ satisfaction. Digital Commerce 360). Digital Commerce 360).

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Comm100

JUNE 4, 2020

There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. Audio and video chat give agents the ability to speak directly with the customer, seamlessly switching from typing to talking.

Video 147

Video Ecommerce Customer Satisfaction Sales 147

Thematic

JUNE 17, 2024

The growth of the global eCommerce market underscores the need for superior CX to stay competitive. Align Expectations with Reality:  AI-driven VoC analysis helps businesses understand and bridge the gap between what customers expect and what they actually receive.

Ecommerce 62

Ecommerce Self Service Analysis Omni-Channel 62

Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Effort Score 150

Effort Score Customer Satisfaction Survey Ecommerce 150

transcosmos Information Systems

AUGUST 29, 2016

Communicate Clearly by Setting Expectations. The thing is, when customers go to you for help, they expect to be contacted right away. As a human, you have to understand that it is not just a matter of high customer expectations or increased demands. With these tips, you can improve how you do e-commerce support.

Ecommerce 78

Ecommerce e-support How To Poor Customer Service 78

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. An essential part of such platforms are eCommerce review sites. This is where businesses are appraised, critiqued, and advocated for by customers. No new reviews on your new eCommerce site?

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

Fox Metrics

FEBRUARY 23, 2021

Interestingly, an enormous chunk of this data comes from eCommerce transactions. Customers’ shopping activities, social media clicks, web browsing histories, purchases, and chart abandonments generate tons of data. These data present a unique opportunity for eCommerce companies to get insight into their customers’ behavior.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

Fox Metrics

FEBRUARY 23, 2021

Interestingly, an enormous chunk of this data comes from eCommerce transactions. Customers’ shopping activities, social media clicks, web browsing histories, purchases, and chart abandonments generate tons of data. These data present a unique opportunity for eCommerce companies to get insight into their customers’ behavior.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

Fox Metrics

FEBRUARY 23, 2021

Interestingly, an enormous chunk of this data comes from eCommerce transactions. Customers’ shopping activities, social media clicks, web browsing histories, purchases, and chart abandonments generate tons of data. These data present a unique opportunity for eCommerce companies to get insight into their customers’ behavior.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

Fox Metrics

FEBRUARY 23, 2021

Interestingly, an enormous chunk of this data comes from eCommerce transactions. Customers’ shopping activities, social media clicks, web browsing histories, purchases, and chart abandonments generate tons of data. These data present a unique opportunity for eCommerce companies to get insight into their customers’ behavior.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Boost customer experience & CSAT. Customer satisfaction (CSAT). Power’s latest U.S.

Software 242

Software Wait Times Multi-Channel Consumers 242

Joe Rawlinson

FEBRUARY 15, 2017

In fact, it may be difficult right away to understand how your customers feel about their overall online shopping experience. As your online store grows and gets busier, you might consider using a cloud contact center to answer questions and help customers. Consider the following tips to provide a terrific online shopping experience.

Customer Satisfaction 74

Customer Satisfaction Contact Center Tips Customer Expectations 74

TechSee

SEPTEMBER 24, 2019

This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. It means making the customer feel confident that they will get what they expect during every interaction. Inconsistent experiences do serious damage.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Whether you’re providing support for business checking accounts or an eCommerce platform, automation happens at all levels of the agent experience.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. What’s happening?

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. Identify prominent touchpoints in each stage and analyze how they contribute to the overall customer experience. But do you need everything?

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Comm100

MARCH 1, 2018

Live chat is an ideal support channel in these types of situations – where customers make buying decisions quickly, and if they encounter a problem, that needs to be resolved quickly. But businesses everywhere, not just eCommerce firms, are now considering live chat as an urgent business priority.

Contact Center 148

Contact Center e-support Self Service Knowledge Base 148

Retently

OCTOBER 18, 2022

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest ecommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers. Turning to feedback loops and analysing data is vital for managing customer expectations. .

NPS 88

NPS Self Service Ecommerce Effort Score 88

Kayako

SEPTEMBER 20, 2017

Clunky UI leading to robotic, outdated customer experiences. Having a website with live chat might be preferred by your customers, but we started to notice a disconnect between customer expectations and business offerings. Customer context should be at the forefront of its design.

Chatbots 123

Chatbots Consumers Tools Survey 123

CSM Magazine

MARCH 1, 2022

This is especially true when we consider how reliant consumers are on ecommerce. Whether due to isolation rules, government restrictions or simply because it suits our lifestyle – consumers are now expecting – and demanding – faultless delivery and returns as standard. Customer satisfaction as a key business KPI.

Retail 97

Retail Trends Customer Experience Ecommerce 97

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

Customer Service 83

Customer Service Contact Center Ecommerce Loyalty Programs 83

delighted

NOVEMBER 12, 2019

A recent Walker eCommerce study reveals that by 2020, customer experience will emerge as a leading ecommerce brand differentiator. Ecommerce is an essential component of any omnichannel approach and enhances the buying experience with its inherent convenience and ability to quickly adapt to consumer demands.

Ecommerce 40

Ecommerce Retail Omni-Channel Effort Score 40

Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. We then asked them to rate their satisfaction with each restaurant as either very satisfied, satisfied, neutral, dissatisfied or very dissatisfied.

Customer Experience 82

Customer Experience Effort Score Loyalty Customer Journeys 82

transcosmos Information Systems

AUGUST 29, 2016

Communicate Clearly by Setting Expectations. The thing is, when customers go to you for help, they expect to be contacted right away. As a human, you have to understand that it is not just a matter of high customer expectations or increased demands. With these tips, you can improve how you do e-commerce support.

Ecommerce 48

Ecommerce e-support How To Poor Customer Service 48

Second to None

FEBRUARY 20, 2018

The top NPS score in the survey, a tool used to determine the likelihood of customers to recommend a product to their personal network, was 59. In addition, the top score for customer satisfaction rate in the study was 70%, compared to 55% at the bottom.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. This directly decreases costs and frees up staff to focus on more complex queries that build stronger engagement with customers.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Live Chat Messaging Customer Satisfaction Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90