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. Inject a Personal Touch. Using digital surveys is another way to garner valuable feedback. Put Data to Work.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Global Response

FEBRUARY 17, 2025

Types of VoC data VoC data comes from however you gather feedback: surveys, reviews, net promoter scores , chat communication, social media activity, observations of customer behavior, and interactions between customer and support agents, to name a few. Then deploy new strategies for improving processes or agent success.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

C3Centricity

DECEMBER 31, 2018

This post shares the three lessons learnt from a personal (bad) experience with a hotel chain and its “guaranteed lowest price” promise. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know. It is what your customers think it is; its brand image, personality and its value to them.

Journey mapping 117

Journey mapping Marketing Personalization Surveys 117

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Ok, so with the adjusted numbers there is only a slightly higher increase in wages than mentioned before. So, what are we waiting for?

Morale 167

Morale Employee engagement Surveys Management 167

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

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience 97

Customer Experience B2B Management B2C 97

TechSee

DECEMBER 5, 2017

Customers appreciate: Faster, personalized customer support. Customers appreciate: The personalized and intuitive customer self-service. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?” Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Technology Self service Call Center 116

Vonage

OCTOBER 22, 2015

John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

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 ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. Apple Chat or WhatsApp).

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming.

SaaS 98

SaaS B2B Feedback Enterprise 98

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel.

Advertising 66

Advertising Best practices Upselling Analytics 66

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. Joe heads Coca-Cola’s 300+ person Inside Sales and Service team and serves as Site Manager. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

ijgolding

AUGUST 12, 2018

Happy mental states may reflect judgements by a person about their overall well-being.” In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I distributed a short survey to people within my networks on LinkedIn, Facebook and Twitter.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

CSM Magazine

JULY 24, 2024

The results of a new survey into the customer service industry have been released by CommBox. The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. state-of-cx-2024-report-consumer-trends.

Customer Service 52

Customer Service Chatbots B2C Surveys 52

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.

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. These are simple, speedy ways to get in touch with a real person and quickly fix an issue.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

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

CX Journey

APRIL 7, 2015

Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? Don’t worry! You''re not alone. Why is this important? They require collaboration.

Journey mapping 64

Journey mapping Multichannel CRM Customer Experience 64

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. Apple Chat or WhatsApp).

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Avaya

OCTOBER 21, 2016

Our partners are happy with this approach because their salespeople now only need to know one single product, making it easier to sell, manage and configure the technology for a wide range of businesses (anywhere from a 10-person to 3,000-person company).

Best practices 59

Best practices Contact Center Enterprise Call Center 59

SharpenCX

APRIL 21, 2020

How do you create goals and job descriptions that foster the behavior you want from each person? In fact, a recent survey found that 77% of workers report they are more productive when working remotely. Send out surveys to see who has more flexibility at home, and who needs to stick to predetermined shifts. That’s tricky enough.

Best practices 76

Best practices Management Coaching Metrics 76

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. Still, a significant digital divide remains between younger and older Americans.

Healthcare 48

Healthcare Personalization Education Technology 48

ijgolding

AUGUST 25, 2015

I am always warmed by the way employees of organisations respond to adults AND children – the lady that we interacted with and every person since has been very engaging with all of the Goldings. From the showroom to the design to the order to the survey – it is difficult to find fault with the experience.

Customer Experience 92

Customer Experience Construction Surveys Personalization 92

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. But with age comes a variety of health problems, which can mean more doctor visits and medications to manage.

Healthcare 48

Healthcare Personalization Education Technology 48

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?” But what if it isn’t true?

Management 98

Management Call Center Entertainment Metrics 98

Natalie Petouhof

FEBRUARY 29, 2016

according to one 2013 survey – and the presence of sexism in all corners of the overwhelmingly male tech industry has been well documented. In 2013, GitHub installed a rug in its headquarters that read, “United Meritocracy of GitHub.” After all, women make up a very small percentage of software developers – 11.2%

Engineering 49

Engineering Technology Surveys Personalization 49

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

CX Journey

DECEMBER 20, 2017

73% of customers prefer to solve a problem with a real person, but there’s another side to that coin: 32% of customers think the phone is the most frustrating way to connect with a business. The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel.

Scripts 54

Scripts Answering services Personalization Customer Experience 54

Vonage

DECEMBER 8, 2016

A figure which has increased by more than $20 billion since 2013. And 49 percent of respondents to our survey cited this as something that puts them off calling a business directly. Personalize your customers’ experience. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.

Contact Center 48

Contact Center Call Center Surveys Customer retention 48

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. These are simple, speedy ways to get in touch with a real person and quickly fix an issue.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

LiveChat

JANUARY 20, 2017

A hundred years ago people used to go to the store and would get help in person. In 2013, American Express Service conducted a survey with 1620 consumers. If VR sees its way to our homes, joining an assistant personally inside a virtual office would no longer stay in sci-fi movies. A quick history of customer service.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

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

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% You can learn about your customer experience by conducting research, surveys, and focus groups. Around 17 % of our survey respondents hate repeating themselves when they have an issue with a business. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

Etech GS

JUNE 11, 2019

Demographics, buying preferences, touch points, and many other factors contribute to a massive set of data that no one person can cross reference and analyze alone. A 2013 Zendesk report found that: Survey respondents indicated that customer service was the primary factor in whether or not they trusted a vendor.

B2C 40

B2C Surveys Customer Experience Customer Service 40

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. Their interaction should be much more personalized and tailored to their needs.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming.

SaaS 52

SaaS B2B Feedback Enterprise 52