ShepHyken

MAY 8, 2017

Based on insights from consumer surveys, there has never been a greater opportunity to redefine the customer experience, across marketing, sales and service. The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken. 14 Customer Experience Stats That Just Might Blow Your Mind by Joanna Beerman.

Customer Service 204

Customer Service Airlines B2B Marketing 204

PeopleMetrics

JANUARY 20, 2025

Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback.

Analytics 118

Analytics Airlines Feedback Surveys 118

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. I have just read a great new book called Value-ology Palgrave McMillan, 2017. So what is the secret?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? Turns out, customers were more honest on social media than they were in survey feedback channels. VoC software changed all that.

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys. Heres how AI makes this possible: 1.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

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. If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self service 402

Self service Best practices Customer Experience Call Center 402

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” The post 5 Top Customer Service Articles For the Week of January 23, 2017 appeared first on Shep Hyken. (Forbes) We know great CX drives revenue. My Comment: Focusing on CX doesn’t cost.

Customer Service 149

Customer Service Self service Customer retention B2B 149

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. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it. 1 b y Chris Preimesberger.

Customer Service 297

Customer Service Surveys Marketing Sales 297

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Contact Center Pipeline

AUGUST 22, 2017

In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category. Most contact centers know they need a more analytical approach to understanding the customer experience.

Analytics 206

Analytics Contact Center Surveys Customer Experience 206

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. AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. How big does a company need to get before it is too big to care about Customer Experience? www.weforum.org.

Wireless 284

Wireless Consulting Consulting Airlines 284

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

Contact Center Pipeline

MAY 11, 2017

As Pipeline readers may recall from the Contact Center Challenges & Priorities for 2017 survey findings […]. Despite dealing with rapidly evolving technologies, digital channel expansion and ever-increasing customer expectations in recent years, agent turnover remains the toughest nut to crack.

Contact Center 178

Contact Center Surveys Technology Call Center 178

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. McDonald’s rolls out the new experience to 2,500 U.S. They are adding meal delivery, app-based mobile ordering, curbside pickup and a facelift to the stores.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

GetFeedback

NOVEMBER 20, 2018

Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . For a long time, companies have used periodic, generic surveys to gauge how happy their customers are. You may not have even considered it a survey.

Surveys 102

Surveys CRM Feedback Airlines 102

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

Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. Only one out of five companies earned at least Read More.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

Contact Center Pipeline

MAY 17, 2018

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates.

Contact Center 154

Contact Center Surveys Call Center 154

ShepHyken

SEPTEMBER 7, 2018

Buyers perceived their representatives as more trustworthy (which circles back to point #1 about transparency — a point the surveyed buyers often underlined with their additional comments). Last but not least, the vendors that were influential in the sales process connected buyers with customer perspectives more frequently.

B2B 213

B2B Surveys Sales Marketing 213

ShepHyken

JULY 16, 2018

CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries. This article is a simple reminder of the importance of creating repeat business.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. Customer behavior online gives plenty of insight into what they like.

Marketing 512

Marketing Advertising Big data Personalization 512

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. ” – Top Tips to Improve Employee Experience in the Workplace in 2017 , Service Futures; Twitter: @issworld. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

MAY 5, 2017

adults surveyed expect to get an answer via self-service. Forrester Research reports that 73 percent of customers surveyed last year say the most important thing a company can do to provide good service is value their time. It’s no wonder that customers want to do more by themselves, saving them valuable time, money and effort.

Self service 202

Self service APIs Surveys Analytics 202

ProProfs Blog

FEBRUARY 1, 2019

Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use the following tips to maximize your use of social media through customer surveys : Create New Trends Through Audience Engagement. Most consumer surveys are written keeping in mind a specific goal.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

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

Contact Center Pipeline

JUNE 2, 2017

I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I attended the ICMI Conference and Expo in Orlando, Fla., It was a great event. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].

Contact Center 100

Contact Center outsourcing Chatbots Surveys 100

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Stats and facts from numerous surveys show the best places to buy from are also the best places to work. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

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 Consulting 207

CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140