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UrduFor thousands of American businesses, including hundreds in the Fortune 1000, the Net Promoter Score (NPS) of customer loyalty is a magic number that all but guarantees future growth if it’s high enough. But a new study from University of Iowa researchers finds the number is not all that magical.
Tag: Customer Service
Cheerful Chatbots Don’t Necessarily Improve Customer Service
Humans displaying positive emotions in customer service interactions have long been known to improve customer experience, but researchers at the Georgia Institute of Technology’s Scheller College of Business wanted to see if this also applied to AI. They conducted experimental studies to determine if positive emotional displays improved customer service and found that emotive AI is only appreciated if the customer expects it, and it may not be the best avenue for companies to invest in.
Minimum wage hike boosts customer experience
A research team including Vrinda Kadiyali of the Cornell SC Johnson College of Business, explored a path less traveled in the minimum wage debate – the potential positive impact on customer service and found that many consumers preferred service after the minimum wage increased.