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Few consumers satisfied with in-store, online shopping experiences
Retail Customer Experience
Just 9% of consumers are satisfied with the in-store shopping experience, and just a touch more, 14%, feel the same about online shopping.
9 months ago
Bank Customers Happier Using Branch+Digital Than Digital Only
The Financial Brand
JD Power data reveal that digital-only customers are significantly less satisfied than those who bank digitally and also use branches.
65 months ago
Driving growth through consumer centricity in healthcare
McKinsey & Company
Providing consumers with the experiences they expect at every stage of the healthcare journey could improve care and cost outcomes.
19 months ago
What Is Customer Service, and What Makes It Excellent?
Investopedia
Customer service is the support, assistance, and advice provided by a company to its customers both before and after they buy or use its products or services.
91 months ago
Why Satisfied Customers Defect
Harvard Business Review
The investment required to change customers from satisfied to completely satisfied will not provide an attractive financial return and therefore probably is...
119 months ago
The Secret To Happier Employees And Satisfied Customers
Forbes
For customers, AI is a faster way to get the information they need. Employees using AI can focus on more complex issues that take more time.
1 month ago
Study: Chick-fil-A Has the Most Satisfied Customers
QSR Magazine
Study: Chick-fil-A Has the Most Satisfied Customers. The iconic chicken brand continues to rule the category. ... The latest results from the...
76 months ago
100 Customer Experience Stats For 2023
Forbes
95% of consumers say customer service impacts their brand loyalty, naming easy access, self-service, and professional agents as important factors.
16 months ago
The Key to Happy Customers? Happy Employees
Harvard Business Review
In a recent analysis, analysts at Glassdoor asked: Can companies achieve great customer satisfaction without also investing in employees,...
62 months ago
Understanding Customer Experience
Harvard Business Review
Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent...
119 months ago