Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Survey Them. is better than a bunch of yes/no answers.

Consulting 140

Consulting Consulting Surveys Feedback 140

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. The Benefits of Live Chat Software.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. Customer Experience Trends 2013: Amazon Claims Top Position. That is to say, Amazon has it—and Bank of America doesn’t. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

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

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

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

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

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Connecting the Dots

OCTOBER 21, 2024

Office of Consumer Affairs sponsored what many consider the first national survey of customer satisfaction in the United States, asking consumers what problems they had experienced with products and services during the past year and profiling the resulting complaining behavior of those customers. In our 2013 U.S. In 1976, the U.S.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

ProProfs Blog

FEBRUARY 19, 2021

released in the year 2013. Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. A customer effort score survey helps you identify the problem areas faced by customers and put corrective action in place. You can use either a (1-5) range scale or (1-7) range scale in your survey.

Customer effort 78

Customer effort Surveys Wait times Customer Support 78

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. B2B firms reported CXM results such as 200% increase in market share over the past four years, 30% increase in survey scores, 20% revenue lift, 20% increase in customer engagement and 15% reduction in churn over the past year.

Customer Experience 97

Customer Experience B2B Management B2C 97

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 Feedback Engineering 15

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. Perceived customer engagement will also be improved, as the agent can focus on the caller, rather than searching for their details.

Technology 113

Technology Customer Service Gamification Wireless 113

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

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

Contact Center 60

Contact Center Call Center Surveys Technology 60

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

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

TechSee

DECEMBER 5, 2017

Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys.

Contact Center 116

Contact Center Technology Self service Call Center 116

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

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. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

SaaS 98

SaaS B2B Feedback Enterprise 98

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

ijgolding

AUGUST 12, 2018

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. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

C3Centricity

DECEMBER 31, 2018

This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! If you have reached the end of this post then you must be a keen supporter, so I will offer a free e-book to everyone who completes our short survey in January 2019. Thanks for your help.

Journey mapping 90

Journey mapping Marketing Personalization Surveys 90

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.

Call Center 85

Call Center call center software Technology Sales 85

Fonolo

AUGUST 4, 2020

In 2013, a report by Walker indicated that customer experience will overtake product and price as the key differentiators for brands by 2020. Ask them with a survey. This is the tried and tested method and I would encourage all brands to do have some sort of Customer Satisfaction or ‘Net Promoter Score’ survey.

Advertising 120

Advertising Call Center Airlines Metrics 120

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

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

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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. I know you might wonder that the data is quite old. Well, I am delighted to share that I am seeing some positive movement in this direction.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. According to a global survey by LivePerson, 82 percent of consumers say getting “issues resolved quickly” is the number one factor that makes a great customer service experience. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Amity

JANUARY 22, 2014

Here’s a summary of what each panelist learned in 2013 and resolved for 2014: Mario: Since joining Trapeze Group in the fall of 2013, Mario had to quickly get acquainted with the company’s technology and new team before he could roll out broad customer success initiatives. As a result, CSMs have had learn to “let things go”.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

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

Interaction Metrics

MARCH 26, 2019

For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years. The post Gallup Says Engagement Matters, What Are You Doing About It?

Employee engagement 48

Employee engagement Metrics Surveys Customer Service 48

Interaction Metrics

MARCH 26, 2019

For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years. The post Gallup Says Engagement Matters, What Are You Doing About It?

Employee engagement 48

Employee engagement Metrics Surveys Customer Experience 48

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

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