Pointillist
MARCH 20, 2020
They make the case that rolling out this option to all customers in all regions could lead to nearly a billion dollars in savings from unnecessary truck rolls. The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment. due to the decrease in the No Show rate.
Nicereply
APRIL 22, 2021
Services such as banks, telco providers, or even specialized e-shops often have little competition. This often leaves customers in a situation, where they agree to a deal, despite not being satisfied with the way they’re treated. You can also use Nicereply to measure Net Promoter Score and Customer Effort Score in the same way.
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Lumoa
NOVEMBER 29, 2021
McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care, and banks, the linkage is weaker because of the higher switching costs.
Help Scout
JULY 24, 2018
Consider a customer who walks into a retail store looking for a size medium blue T-shirt. A customer service rep could help locate the T-shirt, ring the customer up, and pack up the shirt for them. They might try to upsell by suggesting a sweater that looks nice with the shirt. It’s transactional.
Lumoa
JULY 10, 2018
McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care and banks, the linkage is weaker because of the higher switching costs.
Nicereply
MAY 11, 2020
McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.
Lumoa
JANUARY 23, 2018
If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.
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