Are you looking for a way to get ahead of the competition? Many successful online retailers use Net Promoter Score (NPS) to measure customer satisfaction and implement improvements that drive revenue.
Tag: customer experience
Customer expectations are rising: how online sellers can meet the challenge
Customer expectations have been steadily rising over the past two decades in line with the growth of online retailing. Advancements in eCommerce have created a ‘want it now’ environment and if online retailers cannot meet these expectations, they won’t be able to keep up with their competitors from around the globe.
How social media has revolutionized customer support
Spending hours on hold subject to the monotonous tones of an obscure Nineties playlist are a thing of the past – social media has revolutionized customer support.
Eight customer support tips to deliver an excellent online experience
Customer support is vital to eCommerce companies that are serious about delivering a great online experience. These eight tips will help you support better and sell more.
Customer experience surveys: why you need actionable feedback
Customer experience surveys are a vital part of every business strategy, intended to provide valuable feedback for e-commerce businesses, but difficult to master. The trick to customer experience surveys and getting people to actually fill them out is to know their purpose, vary the question types, ask questions clearly and consistently, automate wherever possible and …
The key demographics for social customer support
What key demographics are targeting your social media channels for customer support? In short, each key demographic from Gen Z to Millennials to Baby Boomers represents a large share of your potential audience. A Kitewheel study reveals that 48 percent of customers are inclined to interact with support on social media channels, with 23 percent over email. Considering the …
The heroes and zeros of customer support
In the early days of the internet, we encountered some woeful experiences with customer support interactions over email. The shock of new technology turned customer experience on its head and the quality of interactions plummeted for a few years. Luckily this is no longer the case. For most savvy businesses, technology is rejuvenating customer experience. …