Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Customer interviews Focus groups. Download Now.

Customer Satisfaction 211

Customer Satisfaction Survey Feedback Tips 211

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. It can be useful in customer journey mapping to see how customers feel about your brand at every stage of their journey.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. However, to ensure customer satisfaction , it’s important to balance speed with high-quality support. For example, an agent who consistently records low AHT might not be resolving all the customer’s issues.

Call Center 195

Call Center Metrics Self Service Effort Score 195

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. 30% of consumers are switch providers because they feel that there is no reward for loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. If customer is willing to discuss the competition, the insight will be valuable in how you compare to the competition as well as the best of class vendor. The Customer Loyalty Wheel ™. They also will give you specific actions to improve.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

B2C 317

B2C B2B Customer Satisfaction Industry 317

TechSee

OCTOBER 22, 2024

It’s how so many of our customers are able to so easily adopt visual intelligence as part of their day-to-day tools and gain exponentially from it. To gain a deeper understanding of just how visual intelligence can transform enterprise service, be sure to download our comprehensive industry report.

Technology 109

Technology Customer Satisfaction Conference Culture 109

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Download The Article. Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Lumoa

MAY 19, 2022

According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into account doesn’t stop there. Download the full shopping apps report to find out why.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Customer Centricity. Google is my best friend!

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Customers Loyalty Measurement 380

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

InMoment XI

AUGUST 10, 2017

You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. View Article.

eBook 150

eBook Loyalty Engagement Customer Satisfaction 150

InMoment XI

AUGUST 10, 2017

You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. View Article

eBook 150

eBook Loyalty Engagement Customer Satisfaction 150

Comm100

JANUARY 9, 2018

Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys. 5 Top Benefits of Customer Satisfaction Surveys.

Customer Satisfaction 262

Customer Satisfaction Survey Tips How To 262

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? Why It’s Game-Changing: By bridging online and offline channels, VFRs create a consistent and cohesive experience that fosters loyalty.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

GetFeedback

DECEMBER 26, 2018

By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. There are a variety of survey types that capture feedback at critical moments of the customer journey. It’s usually sent after a specific customer experience—like a purchase, customer support interaction, or store visit.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. CUSTOMER CENTRICITY.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

Comm100

JANUARY 9, 2018

Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys. 5 Top Benefits of Customer Satisfaction Surveys.

Customer Satisfaction 112

Customer Satisfaction Survey Tips How To 112

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Comm100

MAY 19, 2020

Improve customer service and loyalty. Discover customer pain points. Customer convenience. Improved Customer Service and Loyalty. Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Thematic

OCTOBER 30, 2024

But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report. Youll have to download the report, but its well worth taking a moment to do so.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty.

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

Comm100

APRIL 12, 2018

The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction. All these involve asking a customer to answer a simple question after they contact your business and get their issue resolved. Download Now.

NPS 194

NPS Measurement Effort Score Customer Experience 194

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Wait time, measuring how long visitors are waiting in the queue, has a huge impact on customer satisfaction.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

Experience Investigators by 360Connext

DECEMBER 10, 2024

Another way to prioritize is to identify if there is an indicator of customer defection at each touchpoint. When customers call for service about a specific issue, how many leave in a certain timeframe? If customers download your app, how many never make a purchase?

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Thematic

MARCH 20, 2025

As a result, they boosted customer satisfaction and positioned Atom Bank as a more user-friendly alternative to traditional banks. By addressing these issues, Melodics improved load times and redesigned its interface, enhancing user satisfaction and retention. They also redesigned their app for a more seamless user experience.

Analytics 62

Analytics Social Media Banking Analysis 62

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

TechSee

JULY 18, 2019

Another reason organizations should strive to deliver experiences defined by low effort, according to Gartner , is that effort is the driver with the strongest tie to customer loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless customer experience.

Self Service 207

Self Service Customer Experience How To Contact Center 207

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. Take The Lead!

NPS 195

NPS Customer Centricity Automotive Culture 195

InMoment XI

AUGUST 23, 2023

The ultimate goal is to create meaningful, seamless, and personalized experiences that meet and exceed customer expectations, fostering customer loyalty , advocacy, and ultimately driving business growth. These complaints highlight areas where your business is falling short of delivering the experiences that customers desire.

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

TechSee

AUGUST 17, 2022

Growth and customer loyalty have historically been product-led. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty. Reduce Churn – Sensitivity to poor experience .

Loyalty 109

Loyalty Report Self Service Poor Customer Service 109