PeopleMetrics

JUNE 18, 2015

Embrace human nature and adjust to feedback. This is why customer feedback is so important in the execution of your strategy. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. CC BY-SA 2.0.

Customer centricity 106

Customer centricity Feedback Customer Experience Sales 106

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. We’ve seen an average increase in sales of 68% YoY since 2013, and have be en able to support this growth with just one new full-time and one part-time customer service representative.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

CSM Magazine

OCTOBER 6, 2015

Hitachi Capital Consumer Finance (HCCF) is leading the finance industry in using customer feedback to shape both its service and products. . HCCF’s transparent approach to customer feedback uses Feefo to share reviews in real time. The system monitors feedback after events such as quotation, order placement and delivery.

Feedback 40

Feedback Finance Service level Personalization 40

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Bill Quiseng

JULY 28, 2014

This feedback can help the front line staff in refining their strategy to best suit their customer’s needs. Cayzu was founded in 2013 and is quickly gaining traction in the helpdesk software industry as a simple and affordable alternative to more expensive and complicated solutions.

Customer Service 126

Customer Service Best practices Customer Support Management 126

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Using digital surveys is another way to garner valuable feedback. At what point after your app has been downloaded do logins tend to decrease or stop?

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

AWS Machine Learning

NOVEMBER 12, 2024

Try this solution with your own industry-specific use cases and datasets, and let us know your feedback and questions in the comments. In entered the Big Data space in 2013 and continues to explore that area. Refer to Amazon Bedrock pricing for estimated costs with or without using fine-tuned models). Arghya Banerjee is a Sr.

Engineering 103

Engineering Real estate Government Big data 103

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. That most did not know about virtual queuing with web callback that are part of most systems today.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

ChurnZero

APRIL 3, 2019

Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. Churnzero has earned a Top Rated Customer Success award from TrustRadius based entirely on customer feedback,” said Megan Headley, VP of Research at TrustRadius.

B2B 15

B2B industry standards Feedback Analytics 15

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

Eptica

SEPTEMBER 30, 2015

It shows there has been scant change to customer service levels, with no overall improvement since 2013. out of 100 – in January 2013 it was 78.2. This means that they can deliver a consistent, personalized experience, across every channel, and even use customer feedback and previous consumer behavior to deliver new products.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Clarabridge

NOVEMBER 24, 2015

Black Friday is a competitive, high-stakes game and your customer feedback can give you a leg up on your competitors. Embracing customer feedback to provide a consistent omnichannel experience gives retailers the edge to win big during this critical kick-off to the holiday shopping season.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

ProProfs Blog

JUNE 21, 2019

According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. A key benefit of such customer interviews is that you can get detailed feedback on your product.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Nicereply

MARCH 26, 2020

Founded in 2013 by pioneers in speech recognition, Sense uses machine learning technology to provide real-time insights on device behavior, even for those devices that are not “smart.” People at Sense believe that customer feedback is the key to success in business. We use Zendesk to capture tags and reason codes.

Feedback 72

Feedback Customer Support Metrics Customer Service 72

PeopleMetrics

MAY 22, 2015

In 2013, an aviation service-support client asked us to diagnose problem sources in their customer experience. This can help you create stronger CX strategies and avoid wasting energy. An Example of One Thing Analytics and Customer Experience Improvement. How's this work in practice? Well, I just happen to have an example.

Customer Experience 105

Customer Experience Employee engagement Analytics Customer Service 105

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers. Allow customers free range to give you feedback on whatever they want whenever they want. Design customer feedback reports for greatest meaning to departments.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ClearAction

JANUARY 14, 2015

One in four B2B firms integrates customer feedback sources; 29% more are just starting this. And how well is anecdotal feedback from these customer interactions collected for immediate resolution and proactive influence of re-purchase? Boeing: Customer Survey Actions & Feedback to Customers/.

Customer Experience 97

Customer Experience B2B Management B2C 97

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), I've made some modifications. How do you make sense of your customers' words?

Analytics 64

Analytics Surveys Call Center Feedback 64

Connecting the Dots

AUGUST 1, 2015

With the advent of customer experience (CX) and enterprise feedback management technology (EFM), many companies are rethinking VOC, often assigning it to a department other than MR. This battle was most starkly highlighted by a headline on the cover of the November 2014 Quirks, Is CX out to get MR?

Big data 62

Big data Consulting Consulting Enterprise 62

Vonage

JANUARY 3, 2017

billion less than in 2013. When we asked consumers in 2015, they cited the same reasons as in 2013: not feeling appreciated, unhelpful/rude staff, being passed around to multiple people, not being able to get answers, and becoming fed up of queuing and not being able to speak to a person. Respond quickly.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone is the perfect channel to use to ask for feedback on your customers’ experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. Ready to start your feedback program? In addition, Stealthwatch has (one of the) highest retention rates in the Cisco security portfolio, at 92 percent. Using automation to prevent customer dissatisfaction.

Surveys 15

Surveys Customer centricity Engineering Feedback 15

aircall

JUNE 28, 2022

Because at some point, with 100 customers, we received too much feedback, and it became unclear what to develop. . We lost 60% of our customers, but those who remained found real value in the product, and we could build on their feedback. Aircall’s Startup Journey. But let’s cut the s**t ?? that’s not the case here! . The Takeoff.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

Customer Guru

JANUARY 3, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us. Today dynamism and an omnichannel presence are crucial for receiving and acting on feedback.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

ClearAction

SEPTEMBER 28, 2015

2] From the 2013 State of Customer Experience report by Forrester: “Despite 90% of respondents saying that CX is a top strategic priority for their firm, a shocking 86% said their companies don’t actually expect to get much value from it”. This article is the first in a series of articles about Customer Experience for the Future. [1]

Customer Experience 105

Customer Experience Government Surveys Management 105

Customer Guru

JANUARY 3, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. We invite our readers to comment and ask questions on similar challenges that they might be facing in their organizations when it comes to setting up systems and processes to deliver a great experience.

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

CSM Magazine

JULY 12, 2022

Since implementing BigChange, Upholstery2u has seen a marked improvement in its SLA reporting and customer feedback, and has also reduced the administrative resource required to manage the mobile operation. “Having said that, it is also extremely user friendly and flexible which means we can make changes and tweaks if we need to.

Management 11

Management Finance CRM Feedback 11

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. Actually, the better phrase, their phrase, is "obsessed over customers."

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

Nicereply

MARCH 17, 2020

The International Day of Happiness was started by the United Nations in 2013 with the goal of bringing greater focus and recognition to the importance of happiness and well-being in the lives of people around the world. The world will celebrate the seventh annual International Day of Happiness on March 20, 2020. Talk about a noble goal!

Coaching 88

Coaching Customer Support Feedback Management 88

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Pipkins

JUNE 29, 2022

Our development methods are compliant with our ISO 27001:2013 certification. We were happy to see all the visitors at our booth and welcomed their feedback. After the exploratory tests are completed, a more formal test plan will be produced. Our team made it back safely from the SHRM 2022 Conference in New Orleans. Amanda Patoka.

Feedback 52

Feedback Management 52

CSM Magazine

JUNE 29, 2020

A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. Give feedback. What does your internet package have to do with efficiency? Quite a lot, as it happens.

Morale 52

Morale Customer Service Feedback Call Center 52

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. Since 2013, the business has operated from South Melbourne and has seen a rapidly increasing customer base. Tangerine – Managing a Surge in Chat Volumes with AI Chatbot .

Customer Service 98

Customer Service Chatbots Banking B2C 98

Ann Michaels and Associates

DECEMBER 27, 2018

7 out of 10 consumers changed their opinion about a brand after the company replied to a review (Bazaarvoice via Marketing Charts, 2013). . • Not replying to reviews risks increasing customer churn by up to 15% (Chatmeter, 2017). • Negative reviews. • 82% of shoppers specifically seek out negative reviews (Power Reviews, 2017).

B2B 73

B2B Engineering Marketing Sales 73

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m We’re getting tighter and tighter aligned with those functions because of our insights and recommendations based on end-to-end customer feedback.”.

Customer Experience 66

Customer Experience Government Engineering Finance 66