The world of customer experience is constantly evolving and it is crucial to stay on top of the latest developments. At ISC-CX, we regularly share insights into the world of customer experience by analysing more than 15 million data points from real projects and various sources. This year, we compared the customer experience of eight different retail industries and there was one clear winner: the cosmetic retail.
Significant increase in Net Promoter Score (NPS) Cosmetics chains were able to increase their Net Promoter Score (NPS) by double digits within one year with the help of customer experience programmes. In our brand-new benchmark report, you will learn which key factors contributed to this. We also show you how artificial intelligence is used to analyse open text fields, validate customer experience data and identify opportunities for improvement easily and quick.
Finally, the benchmark report for 2023 provides information on the emotions experienced by satisfied and dissatisfied customers during the shopping process. It becomes evident that employees play a significant role in both scenarios.