The boostCX Blog

In the data-driven world of customer support and customer experience, focusing just on speed or call volume has the potential to miss the true financial reality of your operation. To really understand the efficiency of your team, you need to answer questions like — what is Cost-Per-Resolution?
‍

Cost-Per-Resolution (CPR) measures the total financial investment required to completely solve a customer's issue from start to finish, regardless of how many calls, emails, or chats it takes. It is a Key Performance Indicator (KPI) in customer experience because it forces a business to balance operational costs with actual effectiveness in customer support. This ensures that the goal is not just to answer the phone — but to resolve the issue.
‍

Calculating this key metric is pretty straightforward if you have a clear concept of your department's total expenses. To determine your Cost-Per-Resolution, you take the total operational costs of your support team for a set period of time — including customer service rep salaries, software licensing, overhead, and training — and divide that number by the total number of customer service inquiries resolved during that same period of time.
‍

Cost-Per-Resolution = Total Customer Service Operational Costs ÷ Total Number of Inquiries Resolved

‍

Why Is Cost-Per-Resolution Important?

While performance metrics like Average Handle Time (AHT) measure speed, Cost-Per-Resolution measures value. It is a great metric for gauging business health because it highlights inefficiency. If a customer has to call back three times to fix one issue, your Cost-Per-Contact might look low over a longer period, but your Cost-Per-Resolution will be higher. Monitoring this KPI allows businesses to see the true cost of customer support and identify where money is being lost, allowing them to adapt operations and eliminate friction.

Reveals Operational Efficiency

Cost-Per-Resolution cuts through the noise of vanity metrics that look good, but do not provide meaningful data — and shows you how effective your customer service team actually is at solving problems. If your CPR is high despite short call times, it can indicate a poor First Contact Resolution (FCR) rate, meaning your agents are rushing through calls without fixing the issue.

Direct Impact on Profitability

This metric draws a direct line between customer support actions and the company's bottom line. By taking steps to lower your CPR through better agent training or customer self-service tools, you are directly increasing the company's profit margins by reducing the operational costs required to solve issues for each customer.

Identifies Training and Product Gaps

Tracking CPR helps businesses better identify specific call types or product issues that are more expensive to fix. If a specific category of complaint has a higher resolution cost, it triggers a clear need for a root-cause analysis to either improve the product itself or provide agents with better resources to handle those complicated scenarios.
‍

READ MORE: Is Net Promoter Score the Best Customer Experience Metric to Track?

Moving beyond simple call tracking to gain a better understanding of what Cost-Per-Resolution is allows you to transform your customer support team from a cost sink into a value driver. By optimizing for resolution rather than just contact metrics, you save money while delivering a better experience for your customers.
‍

Contact boostCX today for a demo of our customer experience management platform and start measuring the KPIs that matter most!

In the hyper-competitive retail space, where products can be duplicated and prices can be matched, the experience you provide is a true competitive advantage. Modern shoppers demand seamless interactions with a brand, instant satisfaction, and personalized experiences across every channel. This new reality demands innovative tools that can scale operations and improve efficiency at the same time, leading many forward-thinking brands to ask — exactly how does AI improve the customer experience in retail?

8 Ways AI Improves the Customer Experience in Retail

Integrating Artificial Intelligence (AI) into retail operations isn't about replacing human connections. It's about enhancing elements of the customer experience on a larger scale. By implementing innovative tools like natural language processing (NLP) chatbots, predictive machine learning algorithms, and more, retailers can reduce customer pain points and anticipate customer needs in more ways than ever.
‍

The retail market is responding aggressively to these AI capabilities, with the global value of AI in retail expected to reach tens of billions of dollars by the end of 2030. Here is a list of eight ways AI-powered tools and solutions are transforming the retail shopping journey for consumers and driving success for businesses.

1. Hyper-Personalized Retail Recommendations

AI engines have the ability to analyze vast amounts of customer browsing history and past purchase data to deliver personalized product suggestions in real-time that increase conversion rates and average order value for the retailer, while still helping shoppers find what they want.

2. 24/7 Customer Support

Advanced AI chatbots use Natural Language Processing (NLP) to understand and resolve common customer inquiries around the clock. This eliminates frustrating wait times for shoppers and frees up human agents to handle complex situations.

3. Optimized Inventory

By predicting customer demand with high accuracy, AI can help ensure that popular items are actually in stock when customers are ready to buy, preventing the disappointment of having no stock while still reducing overstock for the business.

4. Visual Search Capabilities

AI-driven visual search is a popular feature that allows customers to upload photos of items they would like to find similar products in your catalog. This bridges the gap between real-world inspiration and digital purchases, making product discovery intelligent and fast.

5. Dynamic Pricing Strategies

AI-powered algorithms have the ability to monitor competitor pricing, inventory levels, and market demand to adjust prices dynamically with set specifications. This ensures that customers receive fair market prices while businesses can maximize profit margins.

6. Improved Fraud Detection and Security

Artificial Intelligence and machine learning models can quickly identify suspicious transaction patterns in real-time without disrupting legitimate purchases, which protects customers’ financial information and saves retailers millions in chargebacks and lost merchandise.

7. Easy In-Store Checkouts

From smart carts that tally totals as you shop to just walk out technology, AI is streamlining physical retail operations by reducing long lines at the point of sale, improving satisfaction with the in-store customer experience.

8. Proactive Sentiment Analysis

AI tools can analyze thousands of customer reviews, social media mentions, and survey responses in an instant to identify emerging trends and sentiment about your brand, allowing businesses to proactively fix customer experience issues before they become losses.
‍

READ MORE: How To Improve the Customer Journey in Retail

The retail landscape is shifting fast, and the divide between retail industry leaders and those who are lagging behind will increasingly be defined by their use of intelligent technology like AI. Understanding how AI improves the customer experience in retail is the first step toward building a more resilient, customer-focused business that thrives in the digital age.
‍

Contact boostCX today for a demo of our end-to-end customer experience management platform!

Are you a car dealership or automotive repair business that wants to create a memorable customer experience? A memorable and enjoyable customer experience provides a wealth of benefits that include — boosts in sales, improved brand loyalty, increasing customer lifetime value metrics, and providing a competitive advantage.

Which Automotive Brand Has the Best Customer Experience?

Data has shown that owner satisfaction is not always tied to mechanical perfection in the automotive industry. It is driven by comfort, usability, and the connection a driver has with their vehicle. But why does this matter so much? Because the cost of ignoring customer satisfaction and the customer experience is high.
‍

Relevant statistics highlight that retaining a customer is far more valuable than constantly chasing new ones. A study by Bain & Company revealed that a 5% increase in customer retention can boost profits by 25% to 95%, emphasizing the importance of improvements to the customer experience. This is even more important when you consider that a single retained customer represents an estimated $47,700 in lifetime value.
‍

In addition, service departments generate an estimated 49% of gross profits for automotive businesses and despite this value, 63% of service customers didn't buy their vehicle from that specific dealer. This represents an opportunity for businesses to use a superior customer experience to capture future sales and drive success.
‍

If you want to upgrade the customer experience at your automotive business, dealerships and repair shops can learn valuable lessons from top performers about prioritizing driver enjoyment and the customer experience over just transactional interactions to secure that lifetime value. Here are the brands that, based on Consumer Reports surveys, owners say they would buy again, highlighting their success in delivering a superior customer experience.

1. Rivian - 86% Customer Satisfaction Score

Topping the list for the third year in a row, Rivian proves that a modern, tech-forward experience resonates with owners. Despite being a newer brand in the industry, the brand excels in comfort and usability, creating a community of drivers who value the vehicle's unique capabilities and adventurous ethos above everything.

2. BMW - 73% Customer Satisfaction Score

BMW continues to set the standard for legacy luxury automotive brands by combining The Ultimate Driving Machine performance with next-generation technology. BMW owners consistently rate the brand highly for its driving dynamics and comfort, ensuring that the experience of operating the vehicle matches the premium price tag.

3. Tesla - 72% Customer Satisfaction Score

Tesla remains a tier-one brand in customer satisfaction, due in large part to its integration of technology and the convenience of its Supercharger network. The brand’s ability to improve the vehicle over time with over-the-air updates keeps the ownership experience feeling fresh and personalized long after the purchase.

4. Porsche - 71% Customer Satisfaction Score

Porsche delivers an emotional driving experience that few brands can match, securing its place as a favorite among car shoppers. The brand’s focus on precision handling and high-quality interiors ensures that every drive feels special, creating intense loyalty among its customer base.

5. Lexus - 70% Customer Satisfaction Score

Renowned for its pursuit of perfection, Lexus pairs luxury with world-class reliability to create a stress-free ownership experience. Customers appreciate the brand's quiet, comfortable cabins and the high level of service that is standard at its dealerships, which produces a sense of value and care.

6. Chevrolet - 70% Customer Satisfaction Score

Chevrolet has climbed the ranks of best automotive brands by offering a diverse lineup that delivers strong value and practicality without sacrificing enjoyment for customers. From the Corvette to Silverado pickup trucks and EVs, owners appreciate the brand's user-friendly features and the signature personality of its most popular models.

7. Lincoln - 70% Customer Satisfaction Score

Lincoln has reinvented itself as a brand sanctuary of luxury, focusing heavily on a quiet ride and cabin comfort. By prioritizing a serene, effortless driving experience over aggressive performance, the brand has connected with owners who value comfort, relaxation and refined service.

8. Subaru - 68% Customer Satisfaction Score

Subaru owners are famous for their brand loyalty, driven by the brand’s alignment with their active lifestyles and values. The practical, go-anywhere design of their vehicles, combined with a reputation for safety and visibility, creates an automotive connection that keeps customers returning.

9. Genesis - 68% Customer Satisfaction Score

Genesis is a luxury disruptor in the automotive world and wins over owners by offering premium features and styling that rival established German-manufactured competitors at a better value. The brand's focus on distinct design and a concierge-style ownership experience helps it stand out in a crowded luxury market.

10. Ford - 67% Customer Satisfaction Score

Ford rounds out the top ten on this list and is supported by a loyal truck following and iconic models like the Mustang and Bronco. Owners appreciate the capability and utility of their vehicles, as well as the brand's reputation, which plays a significant role in their overall customer satisfaction.
‍

READ MORE: How Can Car Dealerships Improve the Customer Experience?

Do you want to learn more about what sets the top-tier automotive brands apart from their competitors? Do you want to look at what you might be able to take away from those brands to improve your own customer experience? This list of the Brands with the Best Customer Experiences in Automotive created by boostCX may be able to help.

Contact boostCX today for a demo of our Customer Experience Management (CXM) platform and find out how we can help you build customer loyalty!

Brand loyalty is a key factor in the automotive industry and customer experience management is a driving factor behind customer retention. Industry data has shown that the brand retention rate in automotive is an estimated 43.9% — meaning just 43.9% of customers will return to purchase from the same brand. Additional research by Cox Automotive has estimated that a 1% increase in customer retention for a brand could generate an estimated $700 million in revenue. Brands and dealerships that want to learn how to improve customer retention in automotive may want to take a closer look at customer experience management platforms, like boostCX. 

5 Ways To Improve Customer Retention in Automotive

To stop the loss of customers to independent repair shops and other dealerships, automotive brands can leverage advanced Customer Experience Management (CXM) tools to create a more consistent and enjoyable customer journey. By implementing data-driven analytics and automated platforms, dealerships can transform periodic customer transactions into a long-term customer relationship.
‍

Implementing a strategy focused on these five key areas ensures that your customers feel valued long after they drive off the lot and has the potential to turn one-time buyers into lifetime customers.

1. Improve the Customer Experience to Build Trust

Trust is the currency of customer retention, and it is earned through transparency and consistency at every customer touchpoint. By streamlining processes — such as offering transparent service pricing and digital vehicle inspections — you demonstrate respect for the customer's investment and eliminate the anxiety that can go hand in hand with car maintenance.

2. Communicate Proactively

Silence is the enemy of retention. You must stay top-of-mind without being too forward or intrusive. Employing automated systems to send timely service reminders, recall alerts, or lease-end notifications shows customers that you are managing their vehicle's health for them, shifting your role from a simple salesperson to a trusted automotive resource.

3. Create Customer Loyalty Programs

Incentivize customers to choose your service lane over cheaper independent service shops by offering loyalty rewards. Well-built loyalty programs that offer points for maintenance visits, discounts on accessories, or exclusive perks create a more loyal ecosystem where the customer has a financial motivation to return to your dealership or service center.

4. Employ Innovative Tech Solutions

Modern problems require modern solutions, and relying on outdated spreadsheets or basic CRMs is no longer enough to improve the customer experience and drive retention upward. By employing innovative customer experience management tools, dealerships can collect and analyze customer data to predict defectors, track customer sentiment in real-time, and personalize engagement based on specific vehicle history.

5. Engage with Customers on All Channels

Your customers are talking about you online, and you need to be part of that conversation to build a community around your brand. Active social media engagement — responding to comments, sharing user-generated content, and addressing reviews quickly — humanizes your dealership and keeps you relevant in the minds of your customers.
‍

READ MORE: How To Improve the Customer Journey in Automotive 

In the end, understanding how to improve customer retention in automotive requires a shift from a transactional mindset to a relationship-driven mindset. By employing technology, like customer experience management solutions, to build trust and communicate effectively, you can secure the long-term loyalty of your customer base.
‍

Contact boostCX today for a demo and shift your retention strategy into high gear!

‍