Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.

Big data 33

Big data Education Analytics Government 33

Toister Performance Solutions

FEBRUARY 14, 2019

In 2014, the cable company Bright House Networks answered just 50 percent of customer calls in 30 seconds. Authority is just one of three key ingredients an employee needs to be fully empowered: Resources Procedures Authority In 2014, Bright House customer service reps lacked the resources to answer calls quickly. I promptly bought it.

Customer Service 70

Customer Service Advertising Best practices Accountability 70

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. Full-featured, Salesforce-integrated Customer Feedback Management. AskNicely, Inc. About AskNicely.

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

GetFeedback

DECEMBER 27, 2018

Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. We’ve gathered some of the best ways to distribute and promote your surveys online, so you can create a distribution plan to blow your feedback goals out of the water.

Surveys 79

Surveys Real estate Feedback Best practices 79

AWS Machine Learning

AUGUST 2, 2024

With GraphStorm, you can build solutions that directly take into account the structure of relationships or interactions between billions of entities, which are inherently embedded in most real-world data, including fraud detection scenarios, recommendations, community detection, and search/retrieval problems. GraphStorm 0.3

APIs 118

APIs Benchmark Construction Enterprise 118

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. This is a modified version of that post. Not all returns from your customer experience investments are financial.

Customer Experience 84

Customer Experience Customer centricity Metrics Education 84

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. Account updates. Automated surveys – Send a brief survey out to customers immediately after contact for instant feedback with little effort. Pay attention to customer feedback. Customer service covers an array of services including: . Delivery & status.

Call Center 126

Call Center Best practices call center software CRM 126

Clarabridge

FEBRUARY 2, 2017

This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. US and European banks paid $65 Billion in fines in 2014. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. How to overcome these challenges.

Banking 45

Banking Advertising Accountability Best practices 45

IdeasUnlimited

MAY 6, 2021

had signed 30,000 broadcasting accounts. On February 10, 2014, Twitch ‘s and Justin.tv’s parent company was rebranded as Twitch Interactive. From approximately 2011 to 2014, our support staff offered content monitoring. The original Justin.tv By April 10, 2008, Justin.tv million average concurrent users.

Surveys 52

Surveys Accountability Feedback Sales 52

IdeasUnlimited

MAY 6, 2021

had signed 30,000 broadcasting accounts. On February 10, 2014, Twitch ‘s and Justin.tv’s parent company was rebranded as Twitch Interactive. From approximately 2011 to 2014, our support staff offered content monitoring. The original Justin.tv By April 10, 2008, Justin.tv million average concurrent users.

Surveys 52

Surveys Accountability Feedback Sales 52

ClearAction

SEPTEMBER 28, 2015

Why it's key to future success: Patterns are influential in shifting from our current emphasis on index scores, micro approach to following up on low ratings, tactics for moving a few decimals in ratings averages, seat-of-the-pants action planning in silos, and weak accountability for driving changes that customers will reward.

Customer Experience 105

Customer Experience Government Surveys Management 105

Amity

JUNE 16, 2016

As the Customer Success Team Manager, I manage a team of nine onboarding specialists, two account managers, and one churn strategist. I was promoted to lead in October 2014 to manage the growing team. We also have our two Account Managers who help our customers on higher-value plan levels.

Engineering 80

Engineering Accountability Feedback Marketing 80

PeopleMetrics

AUGUST 4, 2014

The 2014 Brand Ambassadors: The RHR International Team. Don’t forget that,” says Niki Bencik, one of the 2014 PeopleMetrics Brand Ambassador Award winner from Crowe Horwath LLP, one of the largest public accounting and consulting firms in the U.S. Chris Patryn, American Hotel Register Company. Customer Experience'

Brand ambassadors 48

Brand ambassadors Customer centricity Feedback Consulting 48

ProProfs Blog

JANUARY 30, 2020

Netflix took into account their subscriber’s search history to understand what they really want to see at their platform. This stat describes that if you’ve really worked on active engagement with your customers, they will leave awesome feedback for you. Active customer engagement is crucial for any business to become a success.

B2B 204

B2B Banking Employee engagement Personalization 204

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Early in the project, Philips identified champions from the business teams who provided feedback and helped evaluate the value of the platform.

Healthcare 127

Healthcare Government Engineering APIs 127

GetFeedback

JUNE 3, 2019

For example, SMS surveys might be very effective when surveying a younger demographic in the B2C sector, whereas sending an SMS to the account owner on an enterprise software account might not be appropriate. Between 2014 and 2018 the average office worker received about 90 emails a day —and that’s just to their work inbox.

Surveys 74

Surveys Customer Service B2C Metrics 74

PeopleMetrics

OCTOBER 16, 2014

PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. In addition, the firm''s leadership had established a habit of listening to, and acting on, client feedback following key milestones and engagements.

Customer Experience 48

Customer Experience Enterprise Accountability Feedback 48

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product. We have a really high CSAT score but we can always improve by looking at individual feedback items.

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Clarabridge

FEBRUARY 2, 2017

This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. US and European banks paid $65 Billion in fines in 2014. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. How to overcome these challenges.

Banking 40

Banking Advertising Accountability Best practices 40

Callminer

SEPTEMBER 5, 2017

Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. They also should ask for agents’ feedback about the practices that the team follows. Jack is a regular public speaker on customer service/experience, AI, and automation.

Call Center 140

Call Center call center software outsourcing Coaching 140

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 141

Personalization Engineering Construction Transportation 141

Vonage

SEPTEMBER 5, 2016

In theory, silos should foster expertise and make teams feel responsible and accountable for their role in the business. Such meetings also present opportunities for sharing customer feedback across the organization. Why Silos Exist—and How They Should Be. Next, your business hierarchy needs to be considered.

Customer Experience 69

Customer Experience Finance Consulting Consulting 69

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. Can you tell us about your responsibilities at Loopio? I am the Co-founder and CEO of Loopio.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

CSM Practice

FEBRUARY 24, 2020

Customer health metrics notify you of the state of the customer so you can customize an action plan to save certain accounts if needed. Visually presenting a company or accounts in the red to other teams is an efficient way to garner cross-departmental support and drive action. Drive Action. This metric is useful in either scenario.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Customer health metrics notify you of the state of the customer so you can customize an action plan to save certain accounts if needed. Visually presenting a company or accounts in the red to other teams is an efficient way to garner cross-departmental support and drive action. Drive Action. This metric is useful in either scenario.

Metrics 52

Metrics Accountability Surveys SaaS 52

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Well lucky Micah’s post has detailed nine easy to measure steps you should consider implementing to get data, feedback and results. Just Ask “Why?” – the Simple Trick to Scale Customer Feedback by Jamie Edwards.

Customer Support 45

Customer Support Self service Multi-channel support SaaS 45

Squelch

JUNE 18, 2019

At this stage, your CSM needs to go beyond analyzing feedback into discovering new business outcomes for your customers. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. But, this is not without its challenges.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. But, this is not without its challenges.

Banking 45

Banking Management Finance Government 45

CSM Magazine

FEBRUARY 9, 2021

Programmed to answer more than 150 queries, residents are able to ask questions from: “How do I set up an account with my energy supplier?” Established in 2014, EBI.AI to “Where’s the nearest pizza place?” and “What’s happening around here this week?” For more case studies, ideas and inspiration, visit www.ebi.ai.

Self service 59

Self service Marketing Automotive Transportation 59

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. And that mentality was already built-in when I joined the team in 2014. It’s amazing for me to have an executive team that is focused on Customer Success.

Coaching 0

Coaching Upselling Engineering Marketing 0

Natalie Petouhof

AUGUST 10, 2016

In 2014, brands were asked over 22 million questions on Twitter and Facebook alone. This will not only show the customer tweeting that you’re on top of your game and present on your social media accounts, it will show anyone else looking at your account that you’re interactive and you stand behind your product or service.

Customer Service 40

Customer Service Advertising Accountability Marketing 40

Talkdesk

NOVEMBER 8, 2016

At first, they tested the robot’s ability to unlock a user account, provide password guidance, unlock a customer mortgage account and help internal users find an IT service. The bank did a nine-month pilot before rolling out the service in phases to their customers.

Customer Experience 40

Customer Experience Banking Chatbots Call Center 40

Talkdesk

NOVEMBER 8, 2016

At first, they tested the robot’s ability to unlock a user account, provide password guidance, unlock a customer mortgage account and help internal users find an IT service. The bank did a nine-month pilot before rolling out the service in phases to their customers.

Customer Experience 40

Customer Experience Banking Chatbots Call Center 40

Amity

MAY 15, 2017

I originally started as an account manager, which was a pretty general role. We started carving out the CSM role fairly quickly and after a year or so as an Account Manager, I became a general CSM. I then went on to becoming an enterprise/sales hybrid CSM, and I finally moved into a role that was specifically agency focused.

Sales 71

Sales Consulting Consulting SaaS 71

AWS Machine Learning

OCTOBER 17, 2023

According to a 2014 study, the proportion of severely lame cows in China can be as high as 31 percent. Carol Tong Min is a senior business development manager, responsible for Key Accounts in GCR GEO West, including two important enterprise customers: Jiannanchun Group and New Hope Group.

Technology 129

Technology Biotechnology Engineering Consulting 129