DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent 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. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. When: Today, 7 June 2017. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

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. It is the essential concept we tout at our global Customer Experience consultancy. www.warc.com 4 December 2017.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. 7 November 2017. 30% of U.S.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 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. compared to 2017.

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 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. As a global Customer Experience consultant hearing this news, I worry, too. I founded my global Customer Experience consultancy in 2002. 16 January 2017. 1 November 2017.

Wireless 284

Wireless Consulting Consulting Airlines 284

DMG Consulting

MARCH 15, 2017

Thank you for your interest in DMG Consulting’s publications. Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. What’s New in 2017? Please complete the registration form below.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure 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. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. No Googling, either.

Consulting 326

Consulting Consulting Sales Surveys 326

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

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure 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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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

Connecting the Dots

NOVEMBER 6, 2017

Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars. The post ASU survey: Angry customers cost businesses $300B in future sales appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars. The post ASU survey: Angry customers cost businesses $300B in future sales appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

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! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JANUARY 16, 2018

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Identify and evaluate the needs and interests of each group, through targeted surveys and group processes.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

JANUARY 27, 2022

In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . Another post about disappointing CRM results was “ The Top 10 Reasons CRM Fails ,” published on CustomerThink in 2017. Poor CRM strategy.

CRM 195

CRM Consulting Consulting Quality management 195

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

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. One of the things that came up in the Edelman Trust Barometer survey was that people tend to trust companies that treat their employees well. Translating Trust.

Government 304

Government Advertising Surveys Marketing 304

Connecting the Dots

JULY 13, 2020

The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. Complaints must be handled well to ensure brand loyalty; A whopping 66% of those surveyed reported a problem with a product or service in the prior twelve months, up from 56% in 2017.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

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

Beyond Philosophy

MARCH 22, 2017

locations by fourth quarter 2017. When McDonald’s surveyed their major markets, they found that nearly 75% of the population of these areas lives within three miles of a location. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

Connecting the Dots

JULY 13, 2020

To ensure research would continue on customer satisfaction efforts, Customer Care Measurement & Consulting has continued the longitudinal study to track customer satisfaction with corporate complaint handling efforts in an ever evolving marketplace. This research offers all seekers a guide for how to ensure continued brand loyalty.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

DMG Consulting

JULY 26, 2017

Thank you for your interest in DMG Consulting’s publications. DMG Surveys. I would like to participate in future DMG Surveys. The Making of Great Agents (whitepaper). By Donna Fluss. Introduction. Please complete the registration form below and press the download button to access the document you requested.

Surveys 67

Surveys Consulting Consulting Sales 67