Retently

MARCH 17, 2025

Thats why we interviewed over 20 CX professionals managing fast-scaling ecommerce brands and high-performing customer support teams to uncover what makes a CX report actionable, relevant, and actually useful for stakeholders. Helps teams react fast to emerging issues in different CX touchpoints (e.g.,

Report 90

Report How To Effort Score NPS 90

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Kayako

DECEMBER 27, 2018

One of the biggest mistakes you can make as an eCommerce business is not focusing on what your customers are experiencing. Customer Effort Score. Customer Effort Score is a metric that measures how much effort a customer had to put in to have their problems solved. Net promoter score.

Net Promoter Score 137

Net Promoter Score Effort Score Customer Experience Ecommerce 137

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. That’s where NPS (Net Promoter Score) comes in. Key Takeaways NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail. So, what is NPS ?

Ecommerce 79

Ecommerce NPS Retail Software 79

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

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. 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.

Customer Insights 62

Customer Insights Data Analytics How To 62

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. You have a score that ranges from -100 to 100, giving you a snapshot of overall customer sentiment. Net Promoter Score calculation formula High NPS? Companies with higher NPS scores typically grow faster and have higher revenue.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Feedbackly

MAY 16, 2024

As a solution, Kekäle now uses Feedbackly software to measure eCommerce and brick-and-mortar experiences to improve conversion, basket size, and customer retention. One of the most critical journey touchpoints is a short web store post-purchase survey that is shown in a pop-over window.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

Retently

APRIL 6, 2022

CSAT ( Customer Satisfaction Score ) is a survey methodology used to measure a customer’s satisfaction with a business, product, or service. . There really isn’t a universal approach to measuring the customer satisfaction score (CSAT). If you’re low on ideas, though, here are the 3 most common ways CSAT scores are measured: 1.

Effort Score 150

Effort Score Customer Satisfaction Survey Ecommerce 150

Feedbackly

NOVEMBER 10, 2023

They are invaluable for eCommerce stores where the opportunity to communicate and engage face-to-face with customers is scarce. Here are the top 3 CX metrics to use to improve your eCommerce business! It looks at how customers feel at different touchpoints throughout the buying journey. Learn more about the EVI® survey here.

Ecommerce 52

Ecommerce Metrics Customer Experience Effort Score 52

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Pricing: Retently offers tailored plans for Ecommerce and B2B businesses to help manage customer experience data.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. Identify prominent touchpoints in each stage and analyze how they contribute to the overall customer experience. For example, if you run an eCommerce store, your targeted customers are online shoppers. But do you need everything?

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Say, a proportion of these high-repeat customers start to drop off.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. These days, you can listen to a public company’s earnings call and hear the CEO talk to investors about their NPS score. Everyone’s measuring it.

How To 84

How To Analytics Customer Journeys ROI 84

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Your customer experience survey type, distribution channel, and survey timing can all be customized for a particular touchpoint.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Pointillist

JUNE 15, 2018

Most ecommerce businesses retain fewer than 20% of their customers. In retail and eCommerce, the focus of retention is on creating engaged customers that return to shop with you again. The first step is to integrate customer data available to you from different touchpoints. Data Integration.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

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

Just as Amazon Prime has transformed eCommerce, apps like Uber Eats, Seamless and DoorDash have changed consumer expectations for online food ordering services. The mystery shoppers scored each brand on various measures covering the entire “phone-to-table” experience. Here are some additional key takeaways.

Customer Experience 82

Customer Experience Effort Score Loyalty Customer Journeys 82

delighted

NOVEMBER 20, 2020

Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Enhancements in technology have led to the growth of ecommerce, making it easier and safer during COVID-19 for businesses to sell retail goods online and across the globe. However, the world of retail is evolving.

Retail 70

Retail Customer Experience Omni-Channel Effort Score 70

delighted

JULY 19, 2019

But, we think it’s important to single out, as many businesses struggle to keep up with digital transformation (think brick-and-mortar retail versus ecommerce) and its impact on their customers and internal operations. Start by measuring satisfaction for your most important customer touchpoints with customer journey mapping.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

SurveySensum

MARCH 31, 2022

I recently bought a microwave from an eCommerce website. . Instead of sharing an NPS survey, at this touchpoint share a CSAT survey asking ‘How was your delivery experience?’. Asking the right questions at the right touchpoint is incredibly important to deliver an exceptional customer experience. Net Promoter Score (NPS).

NPS 52

NPS Survey Effort Score Net Promoter Score 52

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Ways to deliver relationship surveys.

Survey 60

Survey Measurement Customer Experience Effort Score 60

Currency Alliance

AUGUST 15, 2024

Marketing personalization can take place within localized initiatives or channels, such as the ecommerce shopping experience, the loyalty program, or a particular marketing campaign that captures the customers’ imaginations. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Eptica

MARCH 28, 2018

Many companies rely on metrics such as Net Promoter Score (NPS), CSAT or Customer Effort Score (CES), which give a numeric value that you can track over time. Lost business obviously hits revenues, meaning that a better understanding of why customers have problems at specific touchpoints is vital to improving sales.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

delighted

MARCH 4, 2020

CXM is the continual effort to gather intelligence on the customer experience throughout the customer journey, so your entire company can unify behind a customer-driven business strategy. Where these interactions happen are called touchpoints. As you can imagine, doing so can be quite the undertaking. Customer journey mapping.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. but the effort is also high (perhaps 1-0.8 = 0.2).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

What is strange today, is that most brands have evolved their public-facing ecommerce platforms into dynamic, content-rich, and personalized shopping experiences, while their loyalty program redemption catalog may not have changed in ten years, leaving it looking static with minimal appeal. but the effort is also high (perhaps 1-0.8 = 0.2).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Retently

FEBRUARY 9, 2024

can yield valuable insights as to where they stand in terms of Customer Satisfaction Score (CSAT). One way to assess this is through the Customer Effort Score , which measures how easily customers can resolve their issues. A low-effort experience can be a key differentiator in markets where competition is fierce.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

SurveySparrow

SEPTEMBER 20, 2021

Customer Effort Score (CES). Customer Satisfaction Score (CSAT). In addition, InMoment’s highest-rated features on G2 are its CSAT scoring function and multi-brand experience support. VoC Multi-touchpoint feedbac. Health scores for customers. Auto-scoring of interactions. Online research panels.

Omni-Channel 52

Omni-Channel Software Tools Management 52

delighted

MARCH 4, 2020

CXM is the continual effort to gather intelligence on the customer experience throughout the customer journey, so your entire company can unify behind a customer-driven business strategy. Where these interactions happen are called touchpoints. As you can imagine, doing so can be quite the undertaking. Why invest in CXM?

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

SurveySensum

FEBRUARY 10, 2022

Given its significance, how do you improve your Net Promoter Score? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program. In every QBR meeting, discuss the NPS score for each department.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Given its significance, how do you improve your Net Promoter Score? Here are the 11 surefire strategies that can help you increase the Net Promoter Score. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program. In every QBR meeting, discuss the NPS score for each department.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

PeopleMetrics

MAY 12, 2022

Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences. Touchpoints. Back to Top.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

delighted

NOVEMBER 5, 2019

Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Enhancements in technology have led to the growth of eCommerce, making it easier than ever before for businesses to sell retail goods online and across the globe. However, the world of retail is evolving.

Retail 40

Retail Customer Experience Omni-Channel Effort Score 40