COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

ShepHyken

SEPTEMBER 5, 2016

I was honored to share some comments about the survey findings throughout the article. The post 5 Top Customer Service Articles For the Week of September 5, 2016 appeared first on Shep Hyken. .” It includes a list of the best and worst customer service companies. Nothing on the lists surprises me. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

JULY 11, 2016

Leaders are responding to the last round of surveys. The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. The most important thing to know about customer experience competencies by Jeanne Bliss. Customer Bliss) Customer experience work is often tremendously reactionary.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

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

Win the Customer

FEBRUARY 5, 2016

Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016. Take a look at the key findings of the survey in the infographic below, and you can read the full 30-page report here.

Customer Support 86

Customer Support Surveys Management Call Center 86

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

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. Survey response rate. One of the best ways to do that is to calculate your survey response rate. Improving CSAT surveys via customization.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

ShepHyken

JUNE 23, 2024

Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. The average score has dropped to the lowest it’s been since 2016. My Comment: Let’s start this week’s Top Five Roundup with an article from the Wall Street Journal that indicates customer experience has hit a new low.

Customer Service 174

Customer Service Chatbots Customer Experience Surveys 174

ProProfs Blog

FEBRUARY 21, 2019

It’s a well-structured, simple, and striking ‘post-event survey.’. What is a Post-Event Survey? A post-event survey is usually conducted after the event is completed and its purpose is to analyze your audiences/customers’ expectations and thoughts about your event. How Do Post-Event Surveys Help a Company?

Surveys 111

Surveys Feedback Marketing Technology 111

GetFeedback

NOVEMBER 20, 2018

Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Salesforce sent surveys to attendees during and after Dreamforce.

Surveys 79

Surveys Feedback Analytics Abandon rate 79

COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer The post 2016 CXMB Series, Consumer Edition appeared first on COPC Inc.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Toister Performance Solutions

NOVEMBER 12, 2019

In reality, what matters most to the dealer is my survey score. An employee has directly asked me to give a good rating on their survey after every one of these service failures. Here's how surveys can make service failures worse. Does your survey focus on the wrong thing? I received a survey the next day.

Surveys 65

Surveys Feedback Metrics Customer Service 65

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

SaaS 80

SaaS Education Customer retention Sales 80

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

C3Centricity

FEBRUARY 27, 2024

A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. Another survey, this time from Wharton, found that 70% of employees are more likely to embrace smaller, incremental changes compared to large-scale transformations.

Employee engagement 114

Employee engagement Surveys Enterprise Marketing 114

Interaction Metrics

OCTOBER 31, 2016

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics 48

COPC

NOVEMBER 16, 2016

The survey results proved revealing, offering a glimpse into the customer experience of travel and hospitality consumers, including customer care, purchase preferences and behaviors, and what it means to consumers to be brand loyal. The survey results are based upon these self-selected categories. of leisure travelers. See Figure 3.

Surveys 40

Surveys Multichannel Customer Care Personalization 40

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Published in Provide Support Blog , 2016. 4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. during the holiday shopping season this year. Read more. © 2003 - 2015 Provide Support LLC.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Interaction Metrics

OCTOBER 31, 2016

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics 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

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

Surveys 63

Surveys Feedback Marketing 63

Interaction Metrics

OCTOBER 31, 2016

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. But do you ever wonder…do they really care what I have to say?

Surveys 48

Surveys 48

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

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

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Unknown VP of Marketing circa 2016 A.D. The post Survey Analysis: What Makes The Best Support Teams Tick? What does it mean to be “The Best”? Is it a fact? An opinion? Good but not yet great. Significant room for improvement.

Surveys 86

Surveys CRM Education Metrics 86

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

AUGUST 10, 2017

It's the most common question I get about surveys. So my clients want to know, "What is a good response rate for our customer service survey?" My advice to clients is to use a different set of criteria for judging their survey responses. Here's how to evaluate your own survey response rate the same way I do.

Surveys 48

Surveys Feedback Metrics Customer Service 48

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

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. I’ll be running a webinar about this along with Sarah Chambers (Kayako’s Director of Support) where we’ll be discussing what 2016 holds for the support profession.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

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

HireIQ

MAY 24, 2016

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. Lobor-related issues occupied four of the top ten spots in this survey. Lobor-related issues occupied four of the top ten spots in this survey.

Contact Center 40

Contact Center Coaching Analytics Surveys 40

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 Feedback Customer retention Customer effort 48

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” How can you sell the C-Suite on the benefits of investing in Customer Retention?

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ijgolding

JUNE 14, 2016

The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding. The problem with my subject, is that very often, there is no right answer!

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56