Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. Can CSAT be used for B2B businesses?

Metrics 59

Metrics Surveys Analytics Feedback 59

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Customer effort score (CES).

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

JivoChat

MARCH 31, 2021

They asked companies to say what they thought would be the single most exciting opportunity across both B2C and B2B industries. . Customer experience came out on top: Source. Improved customer retention. If you want to have more loyal customers, getting to grips with omnichannel customer experiences is the way to go. .

Customer Experience 52

Customer Experience Multichannel Metrics CRM 52

JivoChat

AUGUST 24, 2021

How to calculate it: To calculate case types and topics, use tags within the program you use to track customer inquiries and support tickets, such as your customer relationship management (CRM) platform or email provider. Customer Retention Rate. When they provide a low conversation rating, you need to dig deeper.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59