ShepHyken
OCTOBER 6, 2022
Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.
TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Mindtouch
JANUARY 23, 2020
CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). To drive customer lifetime value, we first had to look inward. We’d like to first share the results of our own audit, which we ran to make sure our so-called value metrics aligned with what we recommend for our customers.
Nicereply
NOVEMBER 27, 2023
While both NPS and CSAT focus on customer sentiment, NPS is more forward-looking and takes into account the customer’s broader relationship with the company. CSAT vs Customer Effort Score (CES) : CES focuses on how effortlessly customers can accomplish their goals with your brand.
Lumoa
FEBRUARY 9, 2023
Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.
Mindtouch
AUGUST 27, 2018
According to the same report from Marketo, 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across all touchpoints. That is, customers expect you to already know a lot about them however and whenever they reach out. Six strategies for improved customer engagement.
PeopleMetrics
FEBRUARY 25, 2022
The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Customer effort score (CES).
Expert insights. Personalized for you.
173 
Let's personalize your content