Chatbots Customer effort Customer emotions Customer retention 
Quiq
DECEMBER 8, 2021
Number of satisfied customers รท Total number of respondents x 100 = CSAT. On a 1 to 5 scale, 4s and 5s are typically the highest predictors of customer retention. You can offer the survey after a purchase, an interaction with your customer service team, or a return. Success metric #2: Customer effort score.
Lumoa
FEBRUARY 9, 2023
A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon.
CSM Magazine
MAY 19, 2023
It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.
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