Comm100

MARCH 2, 2022

For example, using Amazon for its convenient one-click checkout feature creates an experience of what easy looks and feels like, becoming a kind of de facto standard that customers could use, whether subconsciously or entirely consciously, as a gauge during their online experience with your organization.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Pointillist

JUNE 15, 2018

In order to improve retention rates, it is important to track customer satisfaction rates with metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Customer Effort Score (CES) and others at important points along the customer journey. Overall, a well-oiled digital machine.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Responsetek

MAY 8, 2018

What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? An example of this customisation can be seen using first-call resolution (FCR). Industry Story – Strategy.

CEM 40

CEM Strategy Insurance Abandon Rate 40