Trend #2: Measure what customers value

Michiel Gaasterland
Feb 20, 2020 Michiel Gaasterland

This is the second post in our series of Seven Customer Service Insights for 2020 and Beyond.

There are so many recommendations on which customer-related metrics to watch out for in 2020 and beyond that it can be difficult to see the wood from the trees — especially for a medium sized company.

Overall, we noticed that, with the exception of resolutions rates and response times, almost all customer-related metrics are now being incorporated into customer experience metrics — often being summed up into CX KPIs.

Want to lose a third of your customers in a single day?

Michiel Gaasterland
Sep 20, 2019 Michiel Gaasterland

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.

Should you try to reduce the number of customer service questions you are getting?

Michiel Gaasterland
Apr 2, 2019 Michiel Gaasterland

“They’re coming in too fast!” — Luke Skywalker, Star Wars (1977)

We've seen it a million times. An eCommerce director sits down to talk with their customer service team lead about the pressure customer service is under and how to solve it, get it under control.

At some point, one of them says, “We really need to reduce the number of customer questions we’re getting in”. Both nod in agreement and walk away, happy they’re on the right track.

But are they?

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