Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” SaaS companies are luckier than others in the sense that serving customers with CES measurement surveys is quite easy.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Customer Service 0

Customer Service Self service Advertising Airlines 0

Win the Customer

NOVEMBER 14, 2016

According to a January 2016 report from the Ombudsman Service, 82% of consumers said they wouldn’t put up with poor service without taking action. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 100

Contact Center Agent burnout Surveys Advertising 100

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 billion from 2014 to 2016 alone. What Loyal Consumers Want.

Customer retention 164

Customer retention Sales B2B Marketing 164

Aspect

DECEMBER 6, 2018

So, when I dove into the results of the 2018 Aspect Consumer Experience Index results, our 4 th annual, I wanted to see what has changed or has not changed in the past several years we’ve conducted the survey. Consumer-reported interaction with intelligent assistants has grown 39% since 2016 and Millennial interaction has increased 64%.

Surveys 56

Surveys Customer Service Self service Contact Center 56

Toister Performance Solutions

MAY 4, 2017

We've all gotten a survey invitation on a store receipt. A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. retailers included a survey invitation on the standard receipt. The surveys were evaluated to see how useful and engaging they were. Not a single one was fully engaging and scientific.

Surveys 52

Surveys Advertising Metrics Accountability 52

Nicereply

JUNE 1, 2021

NPS and CSAT have been an important performance indicator for Argeweb since 2016, but the tools they have used in the past were developed and maintained by their own development team. Argeweb created a test account with the top 5 SaaS suppliers and began testing their capabilities. Company culture.

APIs 99

APIs SaaS Surveys Feedback 99

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

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

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

Toister Performance Solutions

MAY 25, 2017

Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage. Use them to put your existing survey to the test.

Surveys 48

Surveys Customer retention Feedback Customer effort 48

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. Digital channels now account for 42% of all contact center interactions.

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

ProProfs Blog

OCTOBER 31, 2018

Managing social accounts these days go beyond knowing the right image size for your profile and cover photos. Numbers by GlobalWebIndex show that an average person today has 7 active social accounts, with an increasing number of the population using these platforms to seek customer service. Sync Social.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Nicereply

JUNE 18, 2020

Baremetrics also automates a follow-up email to canceled accounts. Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. — Viktor Magic (@viktormagic) November 16, 2016. Track the right metrics.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. 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. Cancellations.

Call Center 126

Call Center Best practices call center software CRM 126

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

ClearAction

DECEMBER 16, 2017

If the purpose of customer surveys is to accurately monitor customers’ likelihood of rebuying, then you must gain an understanding of each influencer’s expectations and sentiment. DO THIS: Identify all parties within a customer account with the power to kill a buying decision. Account Teams in B2B Customer Experience: Help Me Help You.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments.

Metrics 71

Metrics Accountability Surveys Feedback 71

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

Mindtouch

JULY 21, 2016

During that discussion, we touched on setting up reason codes that are aligned to your survey responses for deeper analysis. Traditionally, reason codes are seen in: Churn reports (an explanation for an account’s churn). Escalation reports (an issue that points to the main issue that account is escalated for). Response Date.

Surveys 54

Surveys Metrics Accountability Sales 54

Toister Performance Solutions

MAY 31, 2018

In 2016, it was revealed that Wells Fargo employees created more than two million phony customer accounts in an effort to meet sales targets. Then CEO John Stumpf wrote to employees in September 2016 to assure them that Wells Fargo was customer-focused. Our entire culture is centered on doing what is right for our customers."

Advertising 68

Advertising Banking Sales Surveys 68

Comm100

FEBRUARY 1, 2023

In the 2016-2017 academic year, 15.2% Deliver 24/7 support A survey of mature students found a strong preference for online and blended learning. I think anyone who has a social media account can build a Comm100 Chatbot.” Many older students worry about fitting in. of young students. across the United States.

Education 97

Education Chatbots Personalization Surveys 97

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. Have you acquired other companies?

Surveys 63

Surveys Feedback Analytics Metrics 63

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Telecommunications 74

Telecommunications Interactive Voice Response Surveys Accountability 74

SharpenCX

JUNE 23, 2021

ACR takes into account the reality that many of your customers may reach back out with an issue and get a different agent. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Outline your goals for CSAT surveys and create a survey process.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Do you send out NPS surveys? (If For example, in our first survey that goes out shortly after first using Thinkific , we ask customers questions like: What are the top 3 things that persuaded you to use us? Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

CSM Magazine

OCTOBER 5, 2022

Yet all too often, customers get discouraged during their initial attempt to buy from a company or create an account. This trend was brought into sharp focus by a recent survey that revealed nearly two-thirds of consumers have abandoned an account setup journey or online purchase because the sign-up process was too difficult.

Entertainment 64

Entertainment Engineering Accountability Feedback 64

Nicereply

FEBRUARY 14, 2020

Awkward confession: I collect examples of customer support sites that I like, and grabbed this one in August 2016 without tagging it properly. Owning Account Ownership. Anyone who works in B2B has felt the pain of account ownership transfers. Dive into negative survey responses to see where things have gone wrong.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

Fonolo

MAY 31, 2018

But of the 12 industries that improved customer satisfaction in 2016 , nine of them had something in common: They each sped up First Response Time (FRT). When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

ijgolding

JANUARY 15, 2016

Organisational Adoption and Accountability. In 2016, there are still TOO MANY organisations who are yet to fully COMMIT to Customer Experience – they have a lack of leadership; governance; emotion; and knowledge on how to become more customer centric. Please also forward the survey to anyone who you think may find it of interest.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. They do not translate survey averages and percentages into dollars represented by the customers with varying sentiments.

Metrics 54

Metrics Consulting Consulting Accountability 54

CX Journey

OCTOBER 19, 2016

It appeared on their blog on March 31, 2016. haven't assigned owners to questions to ensure you know who's accountable for each feedback item. game surveys (selecting certain customers, surveying at a specific time when you know scores will be better, offering incentives a la "the car dealer curse," etc.)

Metrics 73

Metrics Feedback Finance Government 73

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. As people shift from social media to chat to a live agent, their complete histories and account details go with them.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

CSM Magazine

MARCH 14, 2022

Mcdonald’s is successful in collecting data since it has used various channels such as social media platforms, customer survey forms, figuring out customers’ pain points, and more. The first time this occurred was in 2016, and it exceeded its financial predictions. Wayfair: Uses AI for data personalization.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. As people shift from social media to chat to a live agent, their complete histories and account details go with them.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98