Toister Performance Solutions

MARCH 25, 2021

In a 2009 consumer survey conducted by research firm Brand Keys, the company tied Chuck E. One video produced by the company shared blunt feedback from customer focus groups and surveys. Same-store sales rose 14 percent in the first three months of 2010. The video led to the employees' arrests and a lot of grossed-out customers.

Customer Experience 118

Customer Experience Advertising Feedback Surveys 118

The Petrova Experience

JANUARY 28, 2025

Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. Surveying a few customers or relying on a limited set of responses does not constitute comprehensive feedback. Even when those paper surveys deliver minimal responses.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. 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

Beyond Philosophy

JANUARY 27, 2022

Second, between 2010 and 2019, only 30 percent of organizations tracked by ACSI improved their customer satisfaction scores. A recent guest on the podcast, David VanAmburg from the American Customer Satisfaction Institute (ACSI), shared some surprising statistics.

CRM 195

CRM Consulting Consulting Quality management 195

ProProfs Blog

FEBRUARY 19, 2021

. ‘ The calculation technique has evolved over the years with version 1 released in 2010 and version 2 (CES 2.0) Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. The 2010 scale didn’t capture a vast amount of responses. How to Analyze the Customer Effort Score (CES) Survey Results?

Customer effort 78

Customer effort Surveys Wait times Customer Support 78

Spearline

JANUARY 20, 2022

To know how their customers are feeling with their services, they look at a simple little survey labeled ‘CES.’ A popular methodology employed by customer success teams everywhere, CES surveys rose to global attention in 2010. Consequently, customer satisfaction is essential. ’ What is a Customer Effort Score?

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. Investments in customer service can boost brand loyalty and revenue growth. Is it worth it?

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

Up Your Service

NOVEMBER 28, 2019

An article in Forbes reports that today an estimated 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. As a result, companies seek to measure customer satisfaction and loyalty on every level, creating a glut of surveys about experience and emails imploring customers to write reviews.

Best practices 90

Best practices Customer Experience B2C B2B 90

Hello Customer

JANUARY 6, 2022

Well, you can start by sending out CES surveys. Customers usually complete a brief survey after a particular interaction with a company in which they indicate how their experience was. Customers are surveyed in real-time after interacting with the company or brand. The survey is simple, short, and right to the point.

Customer effort 98

Customer effort Surveys Metrics Feedback 98

Nicereply

JUNE 24, 2021

Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. They measure it by surveying customers after the resolution of their customer service conversation. Often this is through customer satisfaction surveys. Ever been burned by a company’s support team?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

ijgolding

FEBRUARY 26, 2019

But there’s a big problem with the way customer feedback and satisfaction surveys have traditionally been done which means they don’t deliver this enormous benefit. Do you like long surveys? Do you like surveys which get longer as you fill them in, always asking for more reasons why you gave a good score or a bad score?

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

ClearAction

DECEMBER 11, 2016

Step into your customer’s shoes and think about it: one part of the company you’re buying from asks you to participate in a survey where you voice certain frustrations, and shortly afterward another part of the company asks you to engage in the loyalty program and promote how wonderful the company is.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

C3Centricity

AUGUST 17, 2020

CEI Survey. In surveying more than 560 global brand managers and CMOs, the analysis concludes that new customer acquisition (75%) and social media engagement (72%) are the two primary ways they determine the success of their brand marketing efforts. Here are just a few of the numbers I have found.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

ProProfs Blog

OCTOBER 25, 2019

In addition, Millennials and Gen Zers, who were born between 1980 – 2010, are the most willing to pay to join a loyalty program if it offers a reward that they want, such as free shipping. You can send them customer satisfaction surveys and ask whether they enjoyed their experience with the brand.

Surveys 84

Surveys Accountability Metrics Feedback 84

Interactions

JUNE 24, 2021

Imagine if we time travelled back to 2010. Jumping back to 2021, we recently conducted a survey that found that only 7% of consumers rate today’s customer experience as excellent. A quick resolution of an issue was voted the leading characteristic of great customer service in our survey.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

Talkdesk

MAY 6, 2020

“Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010″ – Shep Hyken Forbes article, Customer Experience is the New Brand. Analytics and Insights to ensure peak operational performance, including flexible and intuitive real-time operational dashboards, BI tools and surveys.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

customer sure

NOVEMBER 26, 2014

Thanks to decisions we made on literally Day 1 of developing our product, (2nd August 2010!), They have enviable ‘top of mind awareness’ And for general purpose surveys it’s a decent product. But our product’s not for general purpose surveys. I received a survey after staying in a budget hotel last week.

Surveys 97

Surveys Feedback Marketing Benchmark 97

ClearAction

DECEMBER 14, 2017

Kaiser achieved top satisfaction ratings in the 2010 JD Power study which examined seven key factors of customer experience in this industry: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service, and approval process. This survey provides me with invaluable feedback.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Kayako

APRIL 25, 2017

There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Sending a Customer Effort Survey. In 2010, the CEB surveyed thousands of customers and service leaders to determine the best way to predict customer loyalty. Sending the survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. Delivering Happiness: A Path to Profits, Passion, and Purpose By Tony Hsieh Published: 2010 Length: 246 pages Delivering Happiness is a classic among customer support books. This means you must have the stomach to do some things badly.”

Management 98

Management Call Center Entertainment Metrics 98

eGain

MARCH 3, 2015

Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. In 2010, Dixon, Freeman and Toman (DFT) published an influential paper in the Harvard Business Review, titled Stop Trying to Delight Your Customers. The trouble is NPS is not very diagnostic.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague. Why is Customer Obsession a Priority?

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Ann Michaels and Associates

OCTOBER 28, 2018

utilizes detailed customer feedback surveys that specifically address levels of customer service satisfaction. “To James Edwartoski, executive director, Vi at Aventura, points to the company’s customer service recognition program, which he says was a direct outcome from Vi’s 2010 employee satisfaction survey. How to Start.

Construction 61

Construction Surveys Scripts Feedback 61

Tethr

JUNE 21, 2019

The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. While this new version of the CES question improved on the original, it didn’t solve for what is a more fundamental problem: relying on surveys to ask a question that companies should already know the answer to.

Surveys 68

Surveys Coaching Customer effort Metrics 68

customer sure

NOVEMBER 27, 2023

Whilst a win would be a fantastic acknowledgement of the intelligent, high-performing software we’ve built from the ground up since 2010 - along with our unparalleled customer support - securing a Finalist place is rewarding in itself.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

Tethr

SEPTEMBER 15, 2020

We certainly learned this when my CEB (now, Gartner) co-authors and I debuted the Customer Effort Score back in Harvard Business Review in 2010. These organizations can now understand when and where effort is happening without having to wait for a customer to fill out a survey to tell them the experience was high effort.

Customer effort 62

Customer effort Metrics Surveys Customer Experience 62

Comm100

APRIL 12, 2018

accompanied by a survey scale. There is no single right answer on the scale that you can and should use, but most of the surveys choose a 1-5 scale or a 1-10 scale. Build trust – Probably the most significant advantage of a CSat survey is that it demonstrates to your customers that you value their opinion. Positives of CSat.

Customer Experience 68

Customer Experience Surveys Feedback Metrics 68

C3Centricity

DECEMBER 3, 2018

Source: CEI Survey). A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. ” The Forrester report from which Shep quotes was from an ongoing analysis that has been run each year since 2010.

Big data 87

Big data B2C Marketing Airlines 87

Avaya

JANUARY 29, 2019

With more than 5,000 customers across the world, Avaya IX Workforce Engagement has been helping organizations transform employee and customer engagement since 2010. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

CSM Magazine

JUNE 19, 2019

Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. Many organisations are still using the traditional CSAT and NPS surveys as a way of measuring customers satisfaction. From this research a new customer metric Customer Effort Score (CES) was born.

Customer Service 69

Customer Service Morale Customer effort B2B 69

Tethr

NOVEMBER 5, 2020

When we first wrote about the idea of customer effort in 2010 in the HBR article “ Stop Trying to Delight Your Customers ,” we introduced the Customer Effort Score. CES was a simple question designed for use in a post-call survey. Survey response rates for the typical company begin to dip into the 10-15% range on a good day.

Customer effort 62

Customer effort Coaching Surveys Engineering 62

ijgolding

NOVEMBER 17, 2016

More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs. Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Surveys – Companies can also survey customers after a service encounter. Best practices for CES surveys include: Automate the survey.

Customer effort 62

Customer effort Metrics Self service Surveys 62

ClearAction

DECEMBER 28, 2016

It’s rare thanks to narrow survey questions. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results. Its’ rare due to passive or limited reporting.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Answer Dash

NOVEMBER 21, 2018

In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010. Businesses have to move away from stagnant approaches, like customer surveys, and continually adjust their approach based on each customer interaction.

Interactive Voice Response 75

Interactive Voice Response Banking Customer centricity Technology 75

DMG Consulting

DECEMBER 7, 2020

In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. The CCaaS market experienced a rapid adoption rate during the past decade.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 10:15 – Nick discusses the survey sent out in May about clients’ expectations.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85