Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. 30% said they will switch to a competitor based on this alone!

Customer Service 145

Customer Service Airlines Marketing Banking 145

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Implement IVR post-call surveys to glean better insights from callers. Encourage agents to cheer up callers with more flexible scripting.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Callminer

NOVEMBER 18, 2020

I was not helpful in any way, and I wouldn’t be surprised if they canceled their account. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. The customer had no idea what was going on, and I couldn’t hang up.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. There is Customer Support, Customer Experience, Education, Account Management, and Sales. to help us cover more time zones.

Education 129

Education Metrics Accountability Sales 129

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 Whether you’re a one-man shop or if your have a big team, your business can be at its most efficient with an accounting software tool like Sage 50. In the United States alone there are more than 191 million online shoppers. Simple Returns.

Engineering 90

Engineering Sales Metrics Surveys 90

CSM Practice

MAY 22, 2020

There is more individual accountability for performance and CSMs can be enticed to focus their efforts oncore performance objectives. The variable model is becoming more commonplace, and according to Totango’s 2016 CSM salary survey , about 75% of customer success professionals received variable compensation.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CSM Practice

MAY 28, 2020

There is more individual accountability for performance and Customer Success Manager can be enticed to focus their efforts on core performance objectives. The variable model is becoming more commonplace, and according to Totango’s 2016 CSM salary survey , about 75% of customer success professionals received variable compensation.

Best practices 126

Best practices Management SaaS Metrics 126

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. Account updates. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Automated surveys – Send a brief survey out to customers immediately after contact for instant feedback with little effort.

Call Center 126

Call Center Best practices call center software CRM 126

JivoChat

MARCH 19, 2023

billion active users since 2014. They created individual private Instagram accounts. And to preserve student privacy, separate accounts were created for different courses. There were undergraduate and graduate accounts. At the end of the semester, participants answered a survey that included a wide variety of questions.

Education 75

Education Entertainment Accountability Surveys 75

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

Win the Customer

JANUARY 13, 2016

According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. Furthermore, more than 75% of people surveyed check work data on their phones every day. That number is expected to more than double by 2019. In other words, mobile technology will become ever easier and more convenient to use.

Call Center 85

Call Center call center software Technology Sales 85

AWS Machine Learning

JUNE 3, 2024

Traditional methods like employee well-being surveys or manual approaches may not always provide the most accurate or actionable insights. As such, promoting employee well-being by creating a safe, inclusive, and supportive environment is of utmost importance. However, quantifying and assessing mental health can be a daunting task.

Surveys 124

Surveys Metrics Analytics Engineering 124

AWS Machine Learning

JANUARY 13, 2023

Automating the client-server infrastructure to support multiple accounts or virtual private clouds (VPCs) requires VPC peering and efficient communication across VPCs and instances. They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015.

Analytics 99

Analytics Healthcare Scripts Accountability 99

3CLogic

APRIL 9, 2020

74% of customers surveyed globally called a contact center in 2019. From 2014 to 2018, Amazon sold 100 million Alexa-powered devices. 67% of customers report that they are often asked to repeat their account details on the same call. The Resurgence of Voice. By the end of 2019, Amazon had sold over 200 million.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Improve self-service Making it easier for customers to access their account details and to find routine information has a dual benefit.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. So, it’s no surprise that language is a common barrier in both personal and business interactions.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

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. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. During the survey, 29.3 Active customer engagement is crucial for any business to become a success. In 2018, 46.5

B2B 204

B2B Banking Employee engagement Personalization 204

Revation Systems

JANUARY 15, 2020

According Statista , the number of digital banking users was forecasted to surpass 161 million in the United States last year – more than 20% increase from 2014 – and the prevalence of smartphones/digital technologies and an increase in fintech firms are attributed to this rise in digital banking. Tech is Trending.

Banking 62

Banking Healthcare Multichannel Surveys 62

Return Customer

JULY 25, 2018

Customer support response time expectations have been increasing among consumers, between 2014 and 2017 studies have shown that the number of customers that expect an immediate response by email, within 15 minutes, has increased more than 10%. The findings for email customer requests were even worse, 90.5%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that Organisational Adoption and Accountability. You would not ask someone to audit your books if they were not a qualified accountant…….would Please also forward the survey to anyone who you think may find it of interest. that is right….professional

Customer Experience 56

Customer Experience Customer centricity Government Education 56

CSM Practice

FEBRUARY 12, 2020

This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. This includes the support team, customer success team, delivery or service team, and account managers. The company was founded in 2014 and is headquartered in Sunnyvale, California. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

AWS Machine Learning

NOVEMBER 1, 2022

According to a Forbes survey , there is widespread consensus among ML practitioners that data preparation accounts for approximately 80% of the time spent in developing a viable ML model. 2014, Article ID 781670, 11 pages, 2014.). This walkthrough includes the following prerequisites: An AWS account. Prerequisites.

Engineering 98

Engineering APIs Accountability industry solution 98

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.

Brand ambassadors 48

Brand ambassadors Customer centricity Feedback Consulting 48

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

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 In the research I do and the work I do with clients, my observations are there are high expectations with no real plan or accountability. in 2014, $3.7 CX is now recognized as the tipping point. You have to DECIDE.

Customer Experience 48

Customer Experience Sales Marketing Accountability 48

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. in 2014, $3.7 In the research I do and the work I do with clients, my observations are there are high expectations with no real plan or accountability. in 2014, $3.7 CX is now recognized as the tipping point. You have to DECIDE.

Customer Experience 48

Customer Experience Sales Marketing Accountability 48

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. This metric is even more critical for startup businesses and trial / proof of concept accounts.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. This metric is even more critical for startup businesses and trial / proof of concept accounts.

Metrics 52

Metrics Education Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. This metric is even more critical for startup businesses and trial / proof of concept accounts.

Metrics 52

Metrics Education Best practices Upselling 52