Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. The global ecommerce market is projected to reach $6.09

Retail 144

Retail Social Media Technology Brands 144

CSM Magazine

DECEMBER 17, 2024

Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash.

Article 62

Article Customer Service Loyalty Programs 2024 62

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

SEPTEMBER 26, 2024

Too few agents mean long wait times and frustrated customers, while too many agents during off-peak hours lead to underutilization and wasted resources. Inconsistent Issue Resolution: Customers expect quick and accurate resolutions when they reach out, but in reality, many issues are escalated or require follow-up.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

ShepHyken

SEPTEMBER 8, 2024

Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? by Robert Stockdill (Inside Retail) The cost of getting returns wrong is massive – and if a retailer gets it wrong, it is very likely a return might be the last interaction a retailer has with a shopper.

Article 82

Article 2024 Customer Service Magazine 82

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. Customers — specifically, loyal customers.

2017 74

2017 Article Customer Service Retail 74