Beyond Philosophy

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. What was interesting to me was in comparing the comments about the companies from the Glassdoor survey, all reveal one thing they have in common: their employees are proud to work there.

Airlines 310

Airlines Surveys Customer Experience 310

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Per the CBS New story, at least in the U.S., it ignores a growing segment of the population, the ‘unbanked’, who rely on cash for their purchases.

Banking 0

Banking Coaching Surveys Employee engagement 0

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Survey data provides context to all the decisions and sentiments of the customers. The result of this surge in the value of data?

Surveys 122

Surveys Upselling Employee engagement Sales 122

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Per the report, brands in the U.K. dropped to the lowest in nearly a decade. Brands in the U.S., however, rose from 7.42

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

GetFeedback

NOVEMBER 20, 2018

Want to really step up your email survey game? Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. Let’s take a look at five survey email subject line strategies that set your survey up for success.

Surveys 98

Surveys Advertising Feedback Personalization 98

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Use a pre-chat survey to speed process, asking customers what their inquiry is about before the live chat even initiatives. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Topdown

JANUARY 23, 2016

In 2015, StackEngine sponsored a survey, conducted by VMblog.com and CloudCow.com on Docker container adoption, traction, challenges and usage. Full results of the survey are also available to download as well. StackEngine summarized their key findings in a nifty infographic they shared on their blog.

Surveys 63

Surveys Customer Experience 63

teleopti

OCTOBER 9, 2018

Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a leading contact center research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press.

Consulting 89

Consulting Consulting Surveys Contact Center 89

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Toister Performance Solutions

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. Benchmark Portal's last Agent Voices Report was released in 2015. percent from the 2015 survey. Posting a 7.4

Contact Center 121

Contact Center Benchmark Surveys Feedback 121

Customer Interactions

OCTOBER 27, 2015

Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives.

Surveys 53

Surveys Sales Marketing Customer Experience 53

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

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Surveys 45

Surveys Customer Experience Multichannel 45

Fonolo

OCTOBER 10, 2017

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. These types of triggered emails currently generate an open rate 78.7 percent open rate.

Marketing 101

Marketing Benchmark Surveys Sales 101

teleopti

OCTOBER 9, 2018

Teleopti, world-leading vendor of software for strategic workforce management and optimization of communication management, does it again – making it on the list of Europe’s top 100 workplaces in 2015.

Surveys 88

Surveys Management 88

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. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Win the Customer

SEPTEMBER 5, 2017

Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. billion in 2015, growing $1.2 First and foremost, security systems pay for themselves by protecting businesses from property damage and losses incurred by burglary. Reducing Inventory Shrinkage.

Surveys 115

Surveys Sales Marketing Analytics 115

Toister Performance Solutions

APRIL 17, 2018

In April 2018, I surveyed more than 1,200 consumers to learn exactly how fast they expect businesses to respond to emails. The survey also examined response time expectations for Twitter and Facebook messages. The 2018 study surveyed more than 1,200 consumers to see if this has changed.

Surveys 113

Surveys Customer Service 113

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

ForeSee

DECEMBER 17, 2015

The FXI—based on over 40,000 survey responses—is the definitive snapshot into how well major retailers’ web, mobile and store channels met holiday shoppers’ needs and expectations, in addition to how these experiences rank against each other—from the customer perspective.

Surveys 40

Surveys Customer Experience Multichannel Analytics 40

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. during the holiday shopping season this year. Read more. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

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. Then the boom of US-based virtual assistants happened. They finally found a good fit, right? Here’s why.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Steve DiGioia

DECEMBER 5, 2016

Corporate leaders may know 10-15% (the percentage of customers who fill out a survey) of customers’ paint points. Steve Curtin was rated #4 by Global Guru on its 2015 listing of the Top 30 experts in the world on the topic of customer service. Onsite managers may know 40%. Steve Curtin.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

AWS Machine Learning

SEPTEMBER 29, 2023

Our results reveal that the classification from the KNN model is more accurately representative of the state of the current crop field in 2017 than the ground truth classification data from 2015. However, Landsat 8 lower-resolution imagery could have been used as a bridge between 2015 and 2017.

Engineering 120

Engineering Metrics APIs Surveys 120

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

TechSee

APRIL 10, 2019

It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

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

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

TechSee

DECEMBER 5, 2017

Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys. We have also seen an uplift in almost all of our success metrics along the customer journey.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

ProProfs Blog

JUNE 11, 2020

Leicester City proved that the model still works by winning the English Premier League in 2015/16. Most survey maker tools will provide you with survey question examples that fit this balance and that you can include in your surveys. The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball.

Surveys 97

Surveys Metrics Feedback Marketing 97