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. Present a survey on your site or social media channels in exchange for a discount offer or freebie.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

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

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

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. 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?

Customer Experience 97

Customer Experience B2B Management B2C 97

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

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

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. ” Originally, the team only needed a tool that could handle case closed NPS surveys. It started with a survey that asked new customers their top priority use cases for Stealthwatch. ” said David. .

Surveys 15

Surveys Customer centricity Engineering Feedback 15

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

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

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. Surveys are very useful in that regard.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? It’s rare thanks to narrow survey questions. 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.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

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

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

AskNicely

JUNE 18, 2015

Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. Strangely enough surveys have been around for hundreds of years but never has there been a way to conduct surveys so efficiently. ZenDesk and GrooveHQ.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

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. When we released the book, The Effortless Experience, in 2013, we unveiled a new version of the score which we called “CES 2.0.” recall bias and extreme response bias) that plague surveys as a VoC instrument.

Surveys 68

Surveys Coaching Customer effort Metrics 68

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

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat.

Chatbots 52

Chatbots Feedback Surveys Sales 52

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% To do so, here are some practices that you can implement: Ask customers for feedback. Respond to customer feedback. Incorporate feedback into your product, service, or e-commerce website. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

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. Surveys are very useful in that regard.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

Quadient

APRIL 24, 2016

Do you transform your company based on insights and feedback from the field based on a holistic view of all interactions with your clients? Laurent has been working for Quadient since 2013. Do you know how the Voice of the Customer (VoC) is captured and analyzed? He is now part of the Quadient Product Marketing team.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. Using B2B VoC to Transform Customer Experience Lynn Hunsaker.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

Maru Group

AUGUST 1, 2018

Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and externally. As Yodel’s business has evolved, Have Your Say has grown alongside – Maru/edr have taken it from a customer feedback survey to a way of working.

Customer Experience 40

Customer Experience Transportation Best practices Surveys 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 52

SaaS B2B Feedback Enterprise 52

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. The Effortless Experience: Conquering the New Battleground for Customer Loyalty By Matthew Dixon, Nick Toman, and Rick DeLisi Published: 2013 Length: 257 pages “The way to win the loyalty of your customers is by delighting them.”

Management 98

Management Call Center Entertainment Metrics 98

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Contact Center Geek

JANUARY 14, 2016

For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. I believe it is an extremely valuable methodology for getting customer feedback. One way of ascertaining customer effort is to conduct a survey and ask, "How much effort did you personally have to put forth to resolve your issue?".

Contact Center 48

Contact Center Management Call Center contact center associations 48

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

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. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Finance Government 45

ijgolding

JANUARY 12, 2016

When I conducted my first independent research in 2013, I identified that ‘value for money’ was the Number 1 thing that customers want from an experience. You may already ask your customer this very question in your customer feedback survey. there is always one of those….

Advertising 49

Advertising Surveys Feedback 49

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Get Customers Feedback What people want to know is that their needs are understood and addressed.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

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. limited functionality. difficulty getting a hold of a live representative.

Customer Service 71

Customer Service Customer Care Scripts Sales 71

Answer Dash

JANUARY 9, 2019

The purchase of The Washington Post in 2013 for $250 million and Whole Foods for $13.7 I met a VP of Logistics who does ride-alongs with delivery drivers at 2 am, simply so he can get honest feedback of what life is like making deliveries, and how they can make the process better. In addition to the Kindle e-reader and tablet.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

CSM Magazine

DECEMBER 11, 2015

Connecticut Water has been utilizing Verisae’s technology since 2013 for its field service, work orders and customer appointment schedule optimization. The company – along with other utility providers – realized that many of its customers, particularly the elderly, were targeted and robbed by people pretending to be utility employees.

Construction 40

Construction Surveys Technology Feedback 40

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Comm100

NOVEMBER 20, 2015

68% of those surveyed in the 2013 Customer Rage Study said that they were very or extremely upset about how companies responded to their complaints –and we all know that asking a customer to hold is a huge part of that. Because the truth is, while her actions may have been exceptional, her feelings weren’t.

Scripts 43

Scripts Morale Surveys Customer Service 43

Amity

OCTOBER 31, 2016

So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. Around 2013, we started to shift our focus. We’ve been really successful in listening to our customers’ feedback and incorporating it into our platform.

Coaching 0

Coaching Upselling Engineering Marketing 0