Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Survey all customers, not just top spenders. Factors that impact NPS in Ecommerce.

Net Promoter Score 147

Net Promoter Score Ecommerce Tips NPS 147

Kayako

SEPTEMBER 14, 2018

But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month?

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

Ecommerce 142

Ecommerce NPS Effort Score Analysis 142

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

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. Tracks how customer sentiment, retention, and support efficiency have evolved over time. Key Topic Starters Every ecommerce business sees certain common ticket types.

Report 90

Report How To Effort Score NPS 90

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. Customer loyalty trend #1: Loyalty programs will reward for customer advocacy.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Joe Rawlinson

DECEMBER 18, 2018

You need to step out of your ‘comfort zone’ as an ecommerce brand and become a source of valuable and helpful content, not only product catalogs. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. According to HubSpot , 78% of consumers unsubscribe from ecommerce emails because brands send them out too often.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable. Customer churn is triggered by high effort.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. Higher scores mean greater customer satisfaction and loyalty.

Ecommerce 79

Ecommerce NPS Retail Software 79

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

NPS 135

NPS Comparison Survey Net Promoter Score 135

InMoment XI

MARCH 21, 2025

Think of them as the secret sauce for building customer loyalty. These insights also highlight usability issues that impact the customer experience and product gaps (based on comparisons with competitors), helping product teams focus on developments that positively impact customer retention and brand positioning.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Lumoa

FEBRUARY 2, 2023

But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. With a strategic approach, you can design an optimal customer experience that will encourage your customers to return.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Discounts, free shipping, and loyalty points rule the list.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . What Is Brand Loyalty. What is brand loyalty?

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty.

Interaction 211

Interaction How To Self Service Customers 211

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

Sales 111

Sales Customer Engagement e-support Engagement 111

ProProfs Chat

MAY 24, 2019

You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. Now you need to focus on delivering a good customer service experience that will prompt your visitors to keep coming back for future purchases.

Ecommerce 100

Ecommerce Social Media e-support Customer Retention 100

Kayako

JANUARY 3, 2019

This is why it’s so important to have a strong customer experience strategy. If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

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

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Show how customer insights research can improve customer retention, reduce churn, and optimize marketing spend.

Customer Insights 62

Customer Insights Data Analytics How To 62

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. But, in a digital-first, eCommerce-led world, the truth is that the Acquisition VS Retention dilemma should be a top priority for every business. And Retention should be punching way above its historical weight. This math does not break, by the way.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

Kayako

OCTOBER 18, 2017

Boost loyalty. Even before a customer has purchased from you, the support channels you offer can have a big impact on the likelihood of conversion. Businesses that offer live chat are seen as more approachable, helpful, and customer-centric. Live chat drives loyalty. The results tell us that live chat can: Increase sales.

Customer Engagement 132

Customer Engagement Engagement Ecommerce Consumers 132

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. RachardRShapiro. Annette Franz. annettefranz. Kate Leggett. kateleggett. Marsha Collier.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Feedbackly

SEPTEMBER 22, 2023

Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. For example, a small business may consider survival as its primary objective and may intensively focus on customer retention and loyalty to establish itself.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Think Customers

OCTOBER 20, 2021

Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. Customers feel the product and build relationships with the brand.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. Experts agree that it can be challenging to engage your customers with your brand. It is even harder to build consistent loyalty throughout your customer base.

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

CSM Magazine

JANUARY 20, 2025

For instance, if customers mention that they find your FAQ unclear, it could explain a drop in time spent on those pages. Monitoring Customer Retention and Lifetime Value Customer satisfaction isnt just about one-off visitsits about fostering loyalty and long-term value. Are customers returning to buy again?

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Kayako

JANUARY 3, 2019

This is why it’s so important to have a strong customer experience strategy. If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Luckily for you, it’s not too late to start.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Qualtrics

NOVEMBER 30, 2020

Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the retail landscape as more and more consumers are looking for convenience, variety, and competitive pricing. customer loyalty.

Ecommerce 42

Ecommerce Customer Experience Net Promoter Score e-support 42

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

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 70

Customer Service Loyalty Programs Ecommerce Loyalty 70

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Beyond Philosophy

NOVEMBER 3, 2014

And mega ecommerce retailers are working hard to make it a reality in a market where home delivery has never really caught on before: the US. Logistics or Customer Habits? Home delivery, however, is a big advantage, too. Why do you think home delivery for groceries isn’t as widespread in the U.S.:

Marketing 88

Marketing Strategy Retail Transportation 88

NetBase

MARCH 4, 2019

Savvy brands are building relationships with consumers online, instead of just creating ads for them, as it increases overall, long-term customer satisfaction, loyalty, and sales, not to mention significantly reduces costs associated with lead generation, customer retention, research and ecommerce.

Report 89

Report Social Media Advertising Ecommerce 89

Magellan Solutions

SEPTEMBER 27, 2023

Stick around if you’re ready to unlock the magic of customer loyalty and reap the rewards of inbound support services. We’ll help you forge those meaningful connections and create unforgettable customer experiences. They are your customers’ first point of contact. It leads to repeat business.

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 72

Self Service Customer Service Social Media Ecommerce 72

Oracle

FEBRUARY 4, 2020

Some major ecommerce brands are reportedly experimenting with technology that would allow customers to do just that, and link their credit information to their palm prints so they can pay by hand via kiosks located in local businesses. For all the benefits these technologies provide, there are security concerns.

Customer Experience 78

Customer Experience Ecommerce Banking Consumers 78