ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Capturing the essence of 2008’s demanding consumer arena, it is—surprise, surprise—all about those pesky, demanding consumers.

Customer Service 232

Customer Service Wireless Chatbots Airlines 232

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

ShepHyken

NOVEMBER 6, 2020

In 2008, consumer research helped customer service at the world’s largest coffee chain. Whether that’s a survey on what they like best or an interview to receive the optimal level of feedback is for you to figure out with your unique business challenge. Primary Research. Analyze Data.

Marketing 269

Marketing Customer Service Consulting Consulting 269

Lumoa

JANUARY 2, 2022

According to the survey, only 35% will contact a company to give it a chance to resolve the issue. The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. In other words, launch an NPS survey. What Is a Detractor?

Feedback 78

Feedback Surveys Customer centricity Customer retention 78

ChurnZero

JUNE 19, 2020

A: [Allen]: At the onset of COVID, we surveyed 50 PE firms and 25 strategic buyers and asked that exact question. They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. Q: Do you expect a shift in the value and focus of growth versus retention? Net retention is more important right now.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 40

Feedback Surveys Technical Support Analytics 40

3CLogic

OCTOBER 11, 2024

3 Historical crises, such as the 2008 recession and the Coronavirus in 2019, created drastic changes in consumer behaviors. Below are research statistics showcasing why contact center personalization is essential to driving a positive customer experience.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 Here are some common questions in a Customer Effort Score survey: How much effort did it take to find out our company’s contact information? As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. seconds in 2009!

Metrics 236

Metrics Customer effort Customer Experience Surveys 236

JustCall

AUGUST 22, 2022

The 385 country code is an overlay area code that covers the same area as the 801 area code, and it went into effect on June 1, 2008. And, on the other hand, the 385 area code is an overlay from the numbering plan of 2008. Some of them are IVR systems, call routing, post-call surveys , and other add-on benefits.

voip 52

voip Interactive Voice Response virtual call center Contact center software 52

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

Automotive 73

Automotive Best practices Banking Customer emotions 73

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies. Take, for example, this survey response about who should own customer experience: Yikes!

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

Satrix Solutions

FEBRUARY 18, 2020

Many of us can still vividly recall the great recession of 2008. If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started. That is why the eNPS question in a survey is just the start.

Morale 78

Morale Employee engagement Surveys Feedback 78

IdeasUnlimited

MAY 6, 2021

By April 10, 2008, Justin.tv According to recent Clutch survey data, consumers especially value human interaction when calling a business. The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV to allow anyone to broadcast a video online. The original Justin.tv had signed 30,000 broadcasting accounts.

Surveys 52

Surveys Accountability Feedback Sales 52

IdeasUnlimited

MAY 6, 2021

By April 10, 2008, Justin.tv According to recent Clutch survey data, consumers especially value human interaction when calling a business. The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV to allow anyone to broadcast a video online. The original Justin.tv had signed 30,000 broadcasting accounts.

Surveys 52

Surveys Accountability Feedback Sales 52

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Implement IVR post-call surveys to glean better insights from callers. Encourage agents to cheer up callers with more flexible scripting.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Interaction Metrics

JUNE 19, 2023

Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. For many companies, CX is simply a survey, worse yet, a survey copied from somewhere else. Of course, in the real world of business silos, it doesn’t always work out this way.

Engineering 62

Engineering Surveys Government Metrics 62

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Migration to the Cloud Buoyed by the COVID-19 outbreak, cloud migration dramatically increased during the steepest economic contraction since the 2008 financial crisis.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

GetFeedback

OCTOBER 21, 2019

Galletto says that companies can start thinking more strategically about the customer experience using the following tactics: Gathering feedback through customer surveys. Companies should continuously source and capture feedback through surveys and customer satisfaction polls and outreach. Share insights across the entire organization.

Customer Experience 79

Customer Experience Management Surveys Feedback 79

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Depending on your business, you might have access to customer support tickets, sales conversations, user reviews, survey responses, UX interviews, and many other channels.

Engineering 52

Engineering Feedback Customer centricity Management 52

C Space

JULY 23, 2021

In January 2020, Sam Friedman, a sociologist at the London School of Economics noticed in the annual British Social Attitudes Survey: 47% of people who work in middle-class professional jobs identified as working class, and 24% of people whose fathers worked in middle-class jobs do the same. Within this, we have identified a key shift.

Big data 52

Big data Surveys Marketing Customer Experience 52

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. good) and 5 was high effort (i.e.,

Surveys 68

Surveys Coaching Customer effort Metrics 68

ClearAction

MAY 28, 2015

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the company. A: Absolutely. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. All of these have meant it has been an extremely challenging time. The big switch to digital customer service.

Best practices 56

Best practices Surveys Customer Service Customer Experience 56

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Our survey included agents from five different-sized contact centers: Less than 5 agents 5 to 20 agents 21 to 300 agents 301 to 1,000 agents 1,000+ agents. 2008, February 26).

Scripts 52

Scripts Contact Center Morale Best practices 52

CSM Magazine

JUNE 18, 2020

The first commercial application of AR occurred in 2008 in the form of a BMW magazine ad readers could augment using a computer camera. In fact, 87% of respondents to a Harvard Business survey reported that they’re exploring, piloting, or currently deploying MR. Here are some of the MR trends you can expect to see in the next few years.

Real estate 52

Real estate Wireless Advertising outsourcing 52

Verint

FEBRUARY 29, 2016

Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008. Each year we ask the end-user community to help us launch our annual research by participating in a brief survey that will take about five minutes to complete. All we need is your help.

Call Center 21

Call Center Surveys Contact Center contact center workforce 21

Helpware

JULY 14, 2017

This should not only include customer satisfaction surveys, but numbers such as how many new e-mail conversations were started, average customer wait time and e-mail response time. Wufoo has pioneered this idea in 2008. For example, in 2008, when the recession first started, Starbucks had to get creative.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 40

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Bring in non-survey customer and industry data and insights - things that will keep you from resting on your laurels. Oh, and one more thing. This is an important consideration.

Metrics 35

Metrics Benchmark Surveys Customer retention 35

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

NobelBiz

FEBRUARY 22, 2023

In recent years, particularly after the 2008 economic crisis, many businesses have opted to reduce the budget allotted to customer interactions, both in terms of staff and equipment expenditures. In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Bring in non-survey customer and industry data and insights - things that will keep you from resting on your laurels. Oh, and one more thing. This is an important consideration.

Metrics 32

Metrics Benchmark Surveys Customer retention 32

TMP Direct

MARCH 24, 2015

The amount of information that can be learned from a simple customer satisfaction or purchase cycle survey can be significant. We often suggest that email, online and phone surveys be offered to ensure that we are communicating using the customer’s preferred method. And They get the budget and support they need.”.

Call Center 40

Call Center Calibration Scripts Surveys 40

CSM Magazine

FEBRUARY 7, 2020

According to an Ernst & Young Consumer Banking Survey , the multiple-channel experience is a crucial area for improvement among banks, direct lenders, and credit unions. Since the 2008 global financial crisis, peoples’ trust in banks, credit unions, and direct lenders withered. Build Omni-Channels for Communication.

Customer Service 52

Customer Service Interactive Voice Response Banking Customer Care 52

ClearAction

AUGUST 21, 2016

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the brand. A: Absolutely. A: Yes and no.

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. The Best Service is No Service By Bill Price and David Jaffe Published: 2008 Length: 336 pages The Best Service is No Service starts with a simple premise: Customer service is only needed when a company does something wrong.

Management 98

Management Call Center Metrics Entertainment 98

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. Nicereply –Automates sending surveys to help gauge customer satisfaction. . Why Do Financial Services Firms Use Call Centers. Voxpay –Allows call center agents to accept payments confidentially.

Call Center 62

Call Center call center software Interactive Voice Response voip 62

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98