CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. So, let me get back to the story of the survey request. Feeling ‘unsatisfied’, unusually for Naomi, she decided to ‘give them a piece of her mind’ by completing the survey. There was no call back.

Feedback 73

Feedback Surveys Engineering Customer centricity 73

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. Customer feedback doesn’t make it back to your company. They finally found a good fit, right?

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

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

ClearAction

MAY 28, 2015

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the company. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Surveys 97

Surveys Metrics Feedback Marketing 97

delighted

OCTOBER 5, 2021

It starts by choosing the customer service metrics you want to measure, collecting experience feedback over time, and then measuring and acting on the collected customer support data. Customer Satisfaction (CSAT) surveys are the perfect solution for tracking and measuring general customer satisfaction. Net Promoter Score (NPS).

Metrics 91

Metrics Customer Service Surveys Journey mapping 91

PeopleMetrics

JUNE 16, 2015

The Survey Says. 7 in 10 say that the company shares customer feedback with employees. However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. All Talk, No Action".

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Influitive

OCTOBER 11, 2015

The 2015 B2B Buyer’s Survey Report found that 20% of respondents consider peer recommendations one of the top information resources when researching potential vendors (along with web research and analyst reports). Providing feedback on the product or service.

B2B 111

B2B Marketing Best practices Feedback 111

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

ProProfs Blog

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. After the exchange, the rep shares a link with you to share your feedback, and you could not feel more respected and delighted. If yes, then has any business benefited from it?

Sales 158

Sales Morale Personalization Scripts 158

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

PeopleMetrics

FEBRUARY 11, 2015

They are seeing, hearing and recognizing customers every day through their feedback channels. Then why are so few B2B providers listening to, learning from, and acting on feedback from their prospective clients? Survey Says ''Yes''. Most companies aren''t asking for formal feedback from prospects.

Sales 78

Sales B2B Feedback Surveys 78

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Take a look at major tasks, likely identified as a result of employee feedback (from surveys, suggestions boxes, conversations with managers, stay interviews, exit interviews, etc.), Image courtesy of interestedbystandr I originally wrote today's post for Intradiem.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Unfortunately, many companies don’t realize they’ve lost touch with customers until it’s too late.

CRM 83

CRM Feedback Customer centricity Surveys 83

Fonolo

OCTOBER 25, 2017

Be wary of surveys that ask consumers “have you tried…?” Call Center Week’s most recent Customer Experience report surveyed consumers about a wide range of service options and concluded that “Live voice remains customers’ preferred communication channel”. Dimension Data reports that “Phone volumes have dropped by 17% since 2015”.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

GetFeedback

MARCH 13, 2019

Strong NPS survey design. The first part of building a successful NPS program involves making sure your online surveys are strong and built correctly. This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Mobile-friendly.

Real estate 74

Real estate Surveys CRM Feedback 74

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. One of the best ways to do this is to present line graphs over time and super-impose contextual data on top of the customer feedback data.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. Ask your customers!

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

ProProfs Blog

FEBRUARY 13, 2020

Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 These customer loyalty statistics showcase the scenario of 2015.

Customer retention 164

Customer retention Sales B2B Marketing 164

Influitive

MARCH 16, 2018

According to a 2015 Capterra survey, software companies with online reviews get 22% more traffic to their website and 79% more leads compared with vendors without reviews. Not only that, but 88% of people trust these reviews as much as they trust the opinions of their own family and friends. These are two of many.

Customer advocacy 61

Customer advocacy Surveys B2B Marketing 61

Stratifyd

OCTOBER 16, 2018

Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionable insights. About Georgian Partners.

Customer retention 67

Customer retention Analytics SaaS CRM 67

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. They’re Part Detective .

call center workforce 62

call center workforce Morale Surveys Call Center 62

Netomi

MARCH 27, 2022

CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience. This can be done through an email, chat, phone follow-up question, or through traditional paper or postcard satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Fonolo

MARCH 22, 2022

Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research.

Gamification 75

Gamification Call Center Contact Center Feedback 75

C Space

MARCH 12, 2020

Whilst general awareness around the COVID-19 coronavirus outbreak is high, C Space results from survey data collected on 3/8 show that just 36.5% In 2015, the South Korean government came under criticism for withholding information during the MERS-CoV outbreak – including information about where patients had been. Felix Koch.

Government 86

Government Customer centricity Surveys Marketing 86

Nicereply

NOVEMBER 21, 2019

. …Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. The wind of change.

Gamification 75

Gamification Surveys Feedback Customer Support 75

CX Journey

APRIL 9, 2015

Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. The top five and bottom five teams are as follows, with last year''s ranking in parentheses: Top 5 Teams - 2015 Rankings 1.

Entertainment 64

Entertainment Customer retention Advertising Feedback 64

AskNicely

JULY 24, 2017

Your unhappy campers have a potentially significant material cost: in 2015 over 7,500 unsuccessful Virgin Media job applicants cancelled their contracts and went to the competition , resulting in a revenue loss of over $6 million. NPS (Net Promoter Score) is one of the simplest ways of measuring feedback.

Brand ambassadors 60

Brand ambassadors Surveys Feedback Coaching 60

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. It’s what stakeholders assume to be the steps customers go through to complete some task; it's based on what they know as customers themselves and on customer feedback and other customer data. You put it on the wall.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68