Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

B2B 236

B2B Government B2C Consulting 236

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) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

AUGUST 4, 2016

Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work. Read Shep’s latest Forbes Article: The State Of The Customer Experience 2016. The culture is in the numbers: where the right and left brain connect. .

Analytics 202

Analytics Employee engagement Morale Surveys 202

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Survey Them. Just CLICK HERE to schedule a free consultation.

Consulting 140

Consulting Consulting Surveys Feedback 140

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Just CLICK HERE to schedule a free consultation.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Beyond Philosophy

DECEMBER 16, 2021

In another incident, the salesperson demanded that I give him a nine on the survey because it affects his bonus. Dajani built it in this first three years with the company back in 2016, working with his cross-functional team called the Customer Experience Steering Committee (see what they did there?). Subscribe today right here.

Sales 195

Sales Consulting Consulting Customer Experience 195

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

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

Liveops

MAY 3, 2019

The article noted a 2016 survey indicating a significant portion of enterprise is leveraging this talent pool in a substantive way: “In 2016, 18 percent of the workforce at mid-market companies (with turnover of $100m to $5b) was contingent, a figure projected to reach 20 by 2020. This includes the insurance industry.

Enterprise 85

Enterprise Surveys Consulting Consulting 85

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

ProProfs Blog

OCTOBER 31, 2018

Last month, the company also rolled out a free in-home consultation service that may open an opportunity for Best Buy to expand in the health business space. On its website, around 80% of 270 reviews gave the service five stars. Of this, some 93% said they will recommend Best Buy. Promote positive testimonials or reviews.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

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. Business-to-Business Customer Experience Strategy for 2016 & Beyond. This single fact means a lot. B-to-B Customer Journey Maps: New Wisdom.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. A recent survey found that while most call centers aim to answer at least 80% of calls within 20 seconds, more than 60% of companies never respond to customer emails.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

PeopleMetrics

AUGUST 7, 2019

2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

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

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! That starts with listening to your customers, not just running the occasional survey, I mean really listening. What were your favorite articles from 2016?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey. about your new mobile app).

Benchmark 126

Benchmark Feedback Best practices Metrics 126

AWS Machine Learning

MARCH 31, 2023

In a recent survey conducted with Kentucky citizens, more than 50% actually wanted help without speaking to someone,” says Drew Clark, Business Analyst and Project Manager at KYTC. About the Authors Tony Momenpour is a systems consultant within the Kentucky Transportation Cabinet. We’d love to hear from you.

Virtual Agent 97

Virtual Agent Self service Transportation Customer Experience 97

CSM Magazine

FEBRUARY 8, 2017

Companies surveyed in the 2016 ASQ Global State of Quality believe that a mature quality system focuses on proactively creating value rather than simply being relegated to compliance activities. Your best consultants are the frontline staff led by a trained continuous quality facilitator. About the Author.

Journey mapping 61

Journey mapping Consulting Consulting Surveys 61

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. Most CSAT surveys also include additional questions such as “ Was your issue resolved? His vast experience working with diverse teams allowed him to effectively deliver consulting, benchmarking, training and operational auditing services.

Metrics 68

Metrics Customer effort industry standards Consulting 68

ijgolding

JANUARY 15, 2016

As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it I would hugely appreciate it if you could take two minutes to answer three very simple questions – the results of the survey will be published in a future blog post.

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

Toister Performance Solutions

JULY 23, 2019

What the study on toxic employees revealed The survey was conducted by my company, Toister Performance Solutions, in July, 2019. According to Melanie Proshchenko, Founder and Principal Consultant at Honeycomb Team Solutions , "One toxic team member can infect the entire team by turning otherwise positive, unsuspecting teammates negative."

Customer Service 69

Customer Service Coaching Consulting Consulting 69

CSM Magazine

MARCH 18, 2024

The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable. Along with the training and consultancy offered by Helen Pettifer Training Ltd, it can aid compliance with Consumer Duty. For firms governed by the Financial Conduct Authority (FCA), this website is an asset.

Customer Support 52

Customer Support Government Consulting Consulting 52

DMG Consulting

JUNE 13, 2017

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 The Future of WFO.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

CSM Magazine

OCTOBER 26, 2016

Based on a recent global survey of 161 executives by Strategy&, PwC’s strategy consulting group, interviews and long-standing observation, these ten principles show how companies can position themselves for future customer success. © 2016 PwC. Ten principles at the heart of an effective customer strategy. About the Authors.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

Amity

NOVEMBER 21, 2016

Peter Armaly, a customer success expert with Oracle Marketing Cloud, argued in his presentation at the 2016 Customer Success Summit that it should be a foundational activity of CSMs. Strategy 1: Customer Benchmarking using Industry Surveys. The sponsor creates the survey, collects the data and does the analysis.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Outsource Consultants

OCTOBER 9, 2019

Pulled directly from consumer survey results, we noticed three specific areas of rising customer expectations: Omnichannel optimization. Don’t hesitate to consult with a customer experience expert , if it will help you take action sooner rather than later. Technology investment. Humanized engagement. RISE OF THE MACHINES.

Call Center 59

Call Center Call center experience Consulting Consulting 59

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? That complicates things from the traditional view of customer satisfaction surveys or net promoter surveys. B2B Customer Experience Strategy for 2016 & Beyond. One size does not fit all.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54