Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. The idea came from an employee that had been with the company for a year.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

BlueOcean

FEBRUARY 7, 2019

For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT). NPS was a metric first introduced in 2003, which feels like a lifetime ago. We are big fans of the “Willingness to Assist” (WTA) metric which we measure through post-contact surveys. Secrets to Incredible Customer Service with Paul R.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. The idea came from an employee that had been with the company for a year.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Connecting the Dots

OCTOBER 4, 2024

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003. And the National Customer Rage Survey was born.

Surveys 62

Surveys Construction Customer Care Government 62

Connecting the Dots

OCTOBER 17, 2024

Some 74% of the 1,000 consumers surveyed said they had experienced a product or service problem in the past year. That reversed a downward trend with regards to revenge-seeking behavior: The average percentage of customers seeking revenge between 2003 and 2017 was 17%.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Provide Support

AUGUST 30, 2016

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. © 2003 - 2015 Provide Support LLC. But today, it’s not even a question. Read more.

Surveys 48

Surveys Customer Support Marketing Customer Service 48

Comm100

MAY 11, 2020

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

Customer Support 59

Customer Support Chatbots Surveys Wait times 59