Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see all the numbers from the survey, click here. Women make the lion’s share of shopping decisions in many categories.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

GetFeedback

FEBRUARY 6, 2019

Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Read Article.

Feedback 110

Feedback Surveys Benchmark Best practices 110

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Not even because Verizon is buying them for $4.8 Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Comm100

FEBRUARY 19, 2014

Stats from eDigital Customer Service Benchmark where 2,000 consumers were surveyed regarding their experiences with various customer service channels indicate web chat has the highest satisfaction rating. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Chat Away in 2014.

Benchmark 40

Benchmark Surveys Technology Customer Service 40

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. This was a huge, time-consuming undertaking. About Chris Rogers.

Feedback 40

Feedback Surveys Technical Support Analytics 40

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

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. As featured on the Salesforce Blog. The post See through the eyes of your customer to deliver outstanding service appeared first on Blog | NewVoiceMedia.

Self service 69

Self service Contact Center Surveys Sales 69

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. These deep-rooted first impressions are crucial to the customer journey.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. First, map your NPS survey data to each step of the customer journey. In 2014, we realized that our program was getting outdated,” Sansoin told us.

Surveys 79

Surveys Feedback Benchmark Education 79

Win the Customer

JUNE 7, 2016

According to data reported by the Selz Blog , ecommerce sales are expected to increase to $491.5 billion by the year 2018, compared to 2014 when online sales totaled $304.1 And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers. Simple Returns.

Engineering 90

Engineering Sales Metrics Surveys 90

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. These deep-rooted first impressions are crucial to the customer journey.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. These deep-rooted first impressions are crucial to the customer journey.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

aircall

DECEMBER 22, 2021

Employers are starting to adopt the “bring your own device” (BYOD) policy that is projected to hit almost $367 billion by 2022, up from just $30 billion in 2014. A survey showed 42% of employees felt more productive using their own devices as opposed to company-issued ones. The Benefits of Switching to a Cloud-Based Phone System.

Sales 48

Sales Personalization CRM Surveys 48

CSM Practice

FEBRUARY 12, 2020

Usage data, survey data, and online community discussions can be used to identify customers with additional business needs or interests in additional services. READ the blog Freshworks wrote about our expansion selling framework: [link]. READ our Customer Success BLOG: [link]. Learn more about EXPANSION SELLING.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements.

Metrics 52

Metrics Education Best practices Accountability 52

Nicereply

MARCH 14, 2023

A book about leadership skills The Culture Map By Erin Meyer Published: 2014 Length: 290 pages The Culture Map should be an indispensable book on your shelf if you lead multicultural teams or have customers from different backgrounds (and that’s pretty much all of us). You’ve become the bad person in this scene. Happy reading!

Management 98

Management Call Center Metrics Entertainment 98

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. 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. appeared first on Aircall Blog.

Call Center 126

Call Center Best practices call center software CRM 126

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Usage Metrics. About Irit Eizips.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Usage Metrics. About Irit Eizips.

Metrics 52

Metrics Accountability Surveys SaaS 52

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. The only reason I'm in there is I was blogging for Salesforce at the time and responded to a vague request from an editor to take a productivity survey. I'll do my best to listen.

Coaching 59

Coaching Surveys Sales Contact Center 59

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions. One of the quickest ways to do this is by asking survey questions in present and future tense. .

Customer Experience 69

Customer Experience Surveys Analytics Feedback 69

CSM Practice

MAY 22, 2020

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. READ our Customer Success BLOG: [link]. The company was founded in 2014 and is headquartered in Sunnyvale, California. About CSM Practice.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Toister Performance Solutions

AUGUST 7, 2018

Level one feedback is more commonly known as the survey you take at the end of a training program. Some trainers derisively call these surveys "smile sheets" because they are often used for nothing more than confirming everyone had a great time. So yes, a level one evaluation is really a customer service survey. million views.

Feedback 48

Feedback Surveys Scripts Education 48

Nicereply

MARCH 31, 2019

70% of users surveyed report that they’d “ rather die ” than respond in a courteous manner to an emailed support thread. And what can possibly surprise and delight customers more than an unadulterated 15 minutes listening to that famous Cisco hold music immortalized in a 2014 This American Life piece?

Wireless 81

Wireless Surveys Self service Personalization 81

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. I think we had around 100,000 people who had signed up in 2014, and we now have 1.5 Our growth has been crazy!

Education 129

Education Metrics Accountability Sales 129

Revation Systems

NOVEMBER 14, 2017

As of the last census conducted by the United States Census Bureau in 2014, there were 21.8 According to a Veterans Affairs Report titled, Suicide among Veterans and Other Americans , an average of 20 veterans died from suicide every day in 2014. The Current State of Our Veteran Population. million veterans of the U.S. armed forces.

Contact Center 48

Contact Center Healthcare Technology Call Center 48

Avaya

OCTOBER 5, 2016

In fact, “ budget and resource constraints ” was listed as one of eight top challenges cited by IT professionals in a global survey last year. The average company spent $400,000 on networking equipment in 2014—a number that increased by nearly 20% in 2015. Sign up now.

Wireless 83

Wireless Enterprise Technology Surveys 83

Toister Performance Solutions

JUNE 20, 2017

The go-to move is to hire a consulting firm to conduct a one-time survey, form a committee to analyze the results, and then do nothing. I worked with the company in 2014 and its leaders have been building Clio's culture ever since. And they are—two new bookings came in during the day or so that I've been working on this blog post.

Advertising 48

Advertising Employee engagement Consulting Consulting 48

delighted

OCTOBER 22, 2019

In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. What is NPS? How is it measured?

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Avaya

MARCH 28, 2016

A 2014 Avaya survey of mid- to large-sized companies in the U.S., That same survey found that 82 percent of companies experienced some kind of network downtown caused by IT staff making errors while configuring changes to the network’s core. Avoidable outages aren’t just bad for business—they’re bad for individual careers.

Management 48

Management Best practices Surveys Enterprise 48

ijgolding

NOVEMBER 17, 2016

More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs. Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Avaya

MAY 18, 2017

Recent surveys show: 56% of physicians believe mobility could help expedite decision making. 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging. 5% of reported hacks in 2014 were in healthcare.

Healthcare 52

Healthcare Technology Government Surveys 52