Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. The report also features a must-read special commentary by Liliana Petrova, director of customer experience at JetBlue Airways.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And delighted customers are equivalent to more revenue for the business.

B2B 204

B2B Banking Employee engagement Personalization 204

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. It may also be wise to outsource certain back-office services or care procedures. The average U.S.

outsourcing 48

outsourcing Technical Support Call Center Customer Care 48

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 49

Contact Center Analytics Metrics Surveys 49

Knoah

MAY 26, 2017

As more shoppers use their phones at home and in store to make final purchases, retailers have to be ready to provide information and talk to curious customers on new platforms. “Modern customers like to be informed.” The eMarketer survey discovered e-commerce back-to-school purchases should increase 15.3

Customer Care 48

Customer Care Sales Surveys Customer Service 48

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. The CX team identified 50+ measurable opportunities to improve the customer experience. Your customers care about their banking experience. For example, they reduced comment volume by 2.8%

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. The CX team identified 50+ measurable opportunities to improve the customer experience. Your customers care about their banking experience. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Finance Government 45

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. I think my first question to him might have been something like “what does Customer Success mean?

Coaching 0

Coaching Upselling Engineering Marketing 0

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 24

Customer Care Customer Service Surveys Contact Center 24

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). By starting from the inside.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 20

Customer Care Customer Service Surveys Contact Center 20

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

customer sure

NOVEMBER 26, 2014

CustomerSure really offer a Gold standard in customer care.”. “I I have never had customer service as speedy, efficient and proactive as the service at CustomerSure. Customer support has been excellent – often proactively solving issues before I have been able to report them. I cannot sing their praises enough.

Surveys 97

Surveys Feedback Marketing Benchmark 97