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Recently, we did a study at Lumoa on the state of AI in Customer Experience and found out that Artificial Intelligence (AI) has quickly become a core component of improving customer experience (CX), especially in service industries. The uptake of AI in customer experience is very visible in its use across diverse industries, from manufacturing […]
Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of […]
Let’s face it; running a retail business is unforgiving work. First, your brand needs to compete against hundreds of others in a crowded marketplace. Meanwhile, customers are rolling in options and will drop a brand for its competition the moment they have a negative experience. That’s why creating a customer experience (CX) that helps your […]
Calculate your perfect Net Promoter Score. Find answers to the popular questions: Should you aim for the score of 100? Should you compare the scores to your competitors? Learn how to establish clear targets for your next Net Promoter campaign, benchmark and set up priorities.
Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the […]
“How likely would you be to recommend (insert business name) to someone?” – An endless question asked in multiple ways and several forms. Almost every day it feels like a deja vu moment since every company says, “Your opinion matters” or “You are important to use”. I mean, we get it. In order to […]
To be an effective CX leader, you need to know how to sell customer experience to your boss, to the leadership team, to your peers, and to the whole organisation.
To be an effective CX leader, you need to know how to sell customer experience to your boss, to the leadership team, to your peers, and to the whole organisation.
In our State of the Shopping Apps report, we explore the performance of the top ecommerce apps on Android and iOS based on customer feedback.
Collecting reviews is crucial, but learning how to use customer feedback is a completely different process. Learn how customer feedback can drive action in this blog post.
Building a customer experience strategy? This glossary explains most popular terms and definitions used by top customer experience and customer success masters, and gives hands-on tips to use them.
“When you change the way you look at things, the things you look at change.” – Dr. Wayne Dyer “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most […]
Once a month, we send a newsletter with ideas on how to improve customer experience and grow your business.