Intercom, Inc.

NOVEMBER 18, 2019

The most satisfied industries were tech (73%), retail (67%), manufacturing (57%), and healthcare (56%). B2C companies were twice as likely as B2B companies to be satisfied with their chatbot investments, perhaps due to the fact that B2C queries are generally more repetitive and less complex than B2B ones. Let’s break it down.

B2C 42

B2C Sales B2B Start-ups 42

Customers That Stick

SEPTEMBER 25, 2014

Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska. My first retail job was with Sur La Table, and it makes me happy that I am empowered to make people happy. False Dichotomy. Paper < Plastic. Personalization < Privacy.

Customer Experience 133

Customer Experience Real Estate Sports Social Media 133

Uniphore

OCTOBER 7, 2021

Nordstrom’s Personal Touch Never Tires Retailer Nordstrom is a brand so synonymous with superior customer service that it has a book written about its approach. Nordstrom also has a policy of always saying “yes,” including when a man walked into its Fairbanks store in Alaska and asked for a refund on snow tires, which Nordstrom doesn’t sell.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

Aquire

MARCH 9, 2022

In an interview with the National Retail Federation , Shea Jensen, SVP of Customer Experience, says that a key to Nordstrom’s successful customer service is “constant focus on the customer.” Alaska Airlines. He also explained the significance of having “co-op” in their brand, framing customers as business partners.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

Lightico

MARCH 23, 2022

These tasks can include binding coverage, underwriting, settling claims, and appointing retail agents in a certain region. Insurance MGA’s, or Managing General Agents, perform many tasks that typical insurance companies normally handle. But what is an MGA, and how can it be helpful to an insurance company?

Retail 52

Retail Innovation Sales Customer Service 52