CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Take Generation Z, Gen Z or Zoomers as they are fondly called. Think about how Millennials were treated.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

ProProfs Blog

JUNE 21, 2019

eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Nicereply

APRIL 3, 2023

Consider the story of the Target data breach in 2013. This eliminates the need for users to remember multiple usernames and passwords and reduces the risk of unauthorized access to user accounts. They help protect user data, prevent unauthorized access , and provide enhanced security for user accounts.

Education 52

Education Accountability Scripts Best practices 52

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Allowing agents to see how they are performing and where they stack up against their co-workers across the globe will keep them accountable. The results were astounding.

Contact Center 54

Contact Center Gamification Call Center call center software 54

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.),

Analytics 64

Analytics Surveys Call Center Feedback 64

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.” But what if it isn’t true?

Management 98

Management Call Center Metrics Entertainment 98

Vonage

OCTOBER 22, 2015

CTI can also automatically retrieve all the information about an account, providing customers with a seamless experience and increasing agent productivity. John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

Win the Customer

JANUARY 13, 2016

Furthermore, more than 75% of people surveyed check work data on their phones every day. In fact, the number of consumers who report purchasing something via mobile device has grown by 50% since 2013. Mobile technology just makes things easier, and that goes for call centers as well. It’s a Virtual Storefront.

Call Center 85

Call Center call center software Technology Sales 85

TechSee

DECEMBER 5, 2017

Fully customizable, Enchant includes features such as unlimited Help Desk Inboxes, smart folders that update in real time, multiple knowledge base sites with their own set of articles, multiple messengers in a single account with each pointing to a different team or configured for a different website.

Contact Center 116

Contact Center Technology Self service Call Center 116

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. In addition to closing the loop with customers at a micro level with survey participants, plan how you will close the loop at a macro level, to benefit your whole customer base. See the full B2B CXM series.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

Customer Guru

DECEMBER 13, 2017

Source: Oracle Global CX Study, 2013. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

Voxjar

JUNE 8, 2021

Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Klaus has an easy sign up process that does not require that you speak with sales to launch an account. Founded in 2013. Playvox does offer a free trial but you have to talk to sales to get started.

Call Center 51

Call Center Analytics Enterprise Sales 51

The Petrova Experience

JULY 16, 2020

We surveyed 75 global senior leaders at the end of May 2020 from our own client base, with a geographic skew toward USA and Europe, and industry skew toward technology and media. Teamwork has improved, despite the transition to the virtual work environment (and despite suspicion by some about accountability).

Consulting 52

Consulting Consulting Personalization Surveys 52

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Technology has come a long way since 2013 when CEB published the book.

Coaching 72

Coaching Banking Customer effort Wireless 72

REVE Systems

JULY 19, 2017

That prediction has emerged as a wild truth when in late 2013, the market research firm The Radicati Group estimated that out of the nearly 3 billion worldwide Instant Messaging user accounts, 379 million were being used for work! This 379 million is expected to swell up to 449 million within next 4 years, by 2017!

Enterprise 65

Enterprise Time management Consulting Consulting 65

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not.

Customer Experience 105

Customer Experience Government Surveys Management 105

Clarabridge

JUNE 13, 2017

Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. Want a more detailed account of how Dorel Juvenile drove ROI with a simple shift? Can you describe your VoC journey? . They inspired a culture of putting the consumer first.

Benchmark 40

Benchmark APIs Sales Call Center 40

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements and decrease complaints at the same time.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements and decrease complaints at the same time.

Banking 45

Banking Management Finance Government 45

Russel Lolacher

JANUARY 30, 2022

And there came up this Harvard Business Review article from 2013. Now this is going back to 2013. So back in the 2013 article, he said to him, it’s all about context, and culture and the history of that relationship. So I did a little bit of looking at some articles around yelling at work. It still has an impact.

Personalization 52

Personalization Employee engagement Surveys Accountability 52

CX Journey

DECEMBER 20, 2017

The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel. He manages the company’s social media accounts and writes about a range of topics regarding communication and the customer experience on PATLive’s blog.

Scripts 54

Scripts Answering services Personalization Customer Experience 54

Comm100

AUGUST 24, 2016

People don’t feel like taking surveys and they flat-out don’t want to contact customer care (except when they’re really, really annoyed), so you’ll probably remain blissfully ignorant of the bulk of your customers’ true feelings. Your customer service reps don’t have the authority to make decisions.

Customer Service 58

Customer Service Customer Care Scripts Sales 58

Tethr

MAY 22, 2019

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Technology has come a long way since 2013 when CEB published the book.

Wireless 67

Wireless Coaching Banking Accountability 67

LiveChat

JANUARY 20, 2017

Shortly after, we’ll charge your Amazon account and send you a receipt. In 2013, American Express Service conducted a survey with 1620 consumers. Our “Just Walk Out” Technology automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. According to a survey conducted by the Concerto Marketing Group, 83% of customers will recommend your brand to others if they trust you. Five years later, Amazon acquired it for $1.1

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

JANUARY 25, 2022

The company, set up in 2013, has garnered global recognition. With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Upon the creation of the survey, employees are emailed the link to complete the survey, and they are asked to answer 40-50 questions.

SaaS 10

SaaS Transportation Feedback Surveys 10

Amity

OCTOBER 31, 2016

Around 2013, we started to shift our focus. A key part of that is what we put it in our system as coach sentiment: “how are you feeling about that account based on the relationship you have with power users, executive sponsors, and everybody involved?” What does success mean to you personally?

Coaching 0

Coaching Upselling Engineering Marketing 0

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. 3 Reasons You Don’t Need a Survey to Listen to Customers. Five Ways to Make Your Surveys Matter. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Traditional ways have been wildly inefficient — think long surveys that take 30 minutes to complete — and infrequent — think once a year or even once every two years. Get a Demo.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

AskNicely

JUNE 11, 2017

It is a tool to very simply survey your customers at a specifically chosen moment, and use that information (integrated into other systems) to understand how they feel about your business. Nielsen Consumer trust in Advertising report 2013 – full report here: [link]. They call it “ the one number you need to grow. ”. Amazing! ….

Advertising 60

Advertising Feedback Marketing Surveys 60

GetFeedback

APRIL 25, 2019

After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. Some time ago, before Google’s 2013 Hummingbird update, keywords were the absolute pinnacle of SEO and marketing as a whole. Outsource legal support and accounting as well.

Marketing 68

Marketing outsourcing Entertainment Construction 68

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Introduction. Although this case may be extreme, it isn’t unique.

Customer Service 53

Customer Service Customer Care Surveys Feedback 53

C Space

AUGUST 7, 2018

Mark Zuckerberg responded to the Facebook crisis not only with advertising policy changes, but with new privacy features – notably, the “Clear History” feature that will purge your browsing history from your Facebook account so that the company and its partners and advertisers can’t use it to target you.

Advertising 40

Advertising Education Analytics Surveys 40