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. Review Platforms (Yotpo, Okendo, Trustpilot) Collects customer ratings, sentiment, and common praises or complaints. What to Include: A. What issues are coming up again and again?

Report 90

Report How To Effort Score NPS 90

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

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The benefits of conversation AI in Ecommerce.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. That’s where live chat comes into play.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Kayako

JANUARY 3, 2019

In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations. This is why it’s so important to have a strong customer experience strategy. Personalization.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

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

ShepHyken

MAY 28, 2021

So what can retailers do to make sure the customer experience in eCommerce is positive and engaging for customers? What can they do to win loyal customers in this effortless economy?? . And, retailers have got to get eCommerce right. Customers can then choose to complete their purchase without registration.

Retail 93

Retail Ecommerce Customer Experience Social Media 93

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. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. Inconsistent experiences do serious damage.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

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

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

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. However, customer culture has changed dramatically.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. Tidio Great for eCommerce businesses, Tidio lets you add live chat or chatbots to your website for free to respond quickly to customer inquiries.

Software 52

Software Customer Service Self Service Omni-Channel 52

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 52

Customer Expectations Ecommerce Policies Social Media 52

Comm100

OCTOBER 25, 2017

Why Are Customers So Entitled? eCommerce Expert. This experience is becoming more and more common, and it doesn’t just apply to coffee shops – the rise in customer expectations for great service applies to businesses of all types around the world. It’s no secret that customers nowadays expect a lot.

Customers 422

Customers Customer Service Ecommerce eBook 422

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. Ecommerce giants like Amazon are leveraging data to improve customer experience.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

Feedbackly

MAY 7, 2018

The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. Where once we were limited to the products and services of local businesses in our community, we are now free to choose from any number of eCommerce sites globally.

Ecommerce 49

Ecommerce Customer Journeys Net Promoter Score Social Media 49

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. Ecommerce giants like Amazon are leveraging data to improve customer experience.

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. Ecommerce giants like Amazon are leveraging data to improve customer experience.

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. Ecommerce giants like Amazon are leveraging data to improve customer experience.

Ecommerce 52

Ecommerce Data Advertising Social Media 52

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

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

Kayako

JANUARY 3, 2019

In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations. This is why it’s so important to have a strong customer experience strategy. Personalization.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

CSM Magazine

SEPTEMBER 22, 2021

With omnichannel eCommerce, you have access to two channels that can bring your customers together. What Is Omnichannel eCommerce? With omnichannel eCommerce, companies can reach their customers more efficiently than ever before by targeting the right customer at the right time on the right channel.

Ecommerce 52

Ecommerce Omni-Channel How To Competitive Advantage 52

Esteban Kolsky

MARCH 17, 2022

you see, CRM was never about the customer (although it had that in the name) but about how the company managed the customers. in other words, the company was trying to control how the customer interacted with them, and pretended to care about the customer. tsk-tsk-tsk. this is where Michel Foucalt comes in. stay tuned.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Lumoa

FEBRUARY 2, 2023

It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up. While customer experience is still important, the way someone interacts with you is not like it was a decade ago. Technology, mainly eCommerce , has changed the way people shop.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

C3Centricity

NOVEMBER 4, 2020

Ecommerce accounts for 16.1% It could be so easily eliminated, by simply integrating multiple data sources and then assessing the customer’s “effort” in getting the answers they are looking for. The greater the effort has been, the quicker a solution should be found and ideally, it should be more than the customers expects.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

delighted

JUNE 3, 2021

ecommerce and brick-and-mortar stores), but the integration of inventory, customer service, and sales to offer a seamless transition between channels based on what the consumer finds most convenient. We’re already seeing rising consumer expectations regarding omnichannel retail in action. Social commerce: The next big trend.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

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

Magellan Solutions

JULY 28, 2021

Ecommerce became table stakes. Social channels leveraged a captive audience to deploy new commerce features. Where customer journeys used to be relatively linear, today they’re anything but. Some sellers limit their activities to their own eCommerce storefront. Customer Service. Ecommerce marketplaces.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

Experience Investigators by 360Connext

AUGUST 13, 2018

For example, in B2B sales today, it’s not enough to bank on your sales people being the sole entry point for customers. Today’s customers rely on outside resources like online reviews and social media as avenues to your brand. If your strategy ignores those areas, you neglect a major way your customer seeks answers.

Omni-Channel 137

Omni-Channel Chatbots Brands Customer Journeys 137

Comm100

FEBRUARY 25, 2021

Free all-in-one customer engagement platform. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Omnichannel customer service solutions unite conversations from every channel in a single agent console. All for free, forever!

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

Feedbackly

JULY 12, 2023

Some common touchpoints related to any buying journey include website, social media, email, newsletters, phone calls, and text messages. Touchpoints can differ from brand to brand, which is why a customized approach is important.

Touchpoint 98

Touchpoint Customer Journeys How To Ecommerce 98

Kayako

OCTOBER 18, 2017

This explains why it’s the most favored support channel, as over 41% of consumers prefer to use live chat instead of email, phone and social media support. Live chat can keep customers returning and attract prospective customers. How live chat customer engagement can grow your business.

Customer Engagement 132

Customer Engagement Engagement Ecommerce Consumers 132

Oracle

FEBRUARY 13, 2019

From the continued growth of ecommerce to the rise of experiential retail , 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau.

Customer Service 61

Customer Service Social Media Chatbots Ecommerce 61

Experience Investigators by 360Connext

AUGUST 13, 2018

For example, in B2B sales today, it’s not enough to bank on your sales people being the sole entry point for customers. Today’s customers rely on outside resources like online reviews and social media as avenues to your brand. If your strategy ignores those areas, you neglect a major way your customer seeks answers.

Omni-Channel 110

Omni-Channel Chatbots Brands Customer Journeys 110

datastax

JULY 16, 2019

Retail may not be the first thing that comes to mind when you think about technological innovation, but think about how much eCommerce has transformed the way we buy things just over the last five years, much of it thanks to the use of powerful databases. . trillion by 2021. . trillion by 2021. . This is a big deal.

Retail 66

Retail Ecommerce Competitive Advantage Multi-Channel 66