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

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey. Follow on Twitter: @Hyken.

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

JUNE 25, 2018

My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. The post 5 Top Customer Service Articles for the Week of June 25, 2018 appeared first on Shep Hyken. (Chain Store Age) One bad experience can turn off a customer. Follow on Twitter: @Hyken.

Customer Service 215

Customer Service B2B Personalization Enterprise 215

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. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. Power survey that says 67% of consumers have used social media to resolve customer service issues. by Sue Duris. This article highlights a recent J.D.

Customer Service 196

Customer Service Entertainment Customer Care Customer Experience 196

ShepHyken

MARCH 5, 2018

It’s usually measured by a customer satisfaction survey on a numerical scale. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken. by Jimmy Rodriguez. HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

APRIL 30, 2018

No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. The post 5 Top Customer Service Articles For the Week of April 30, 2018 appeared first on Shep Hyken. I’m honored that they included me, but there are 29 other comments you are going to want to read.

Customer Service 209

Customer Service Personalization Self service Metrics 209

ShepHyken

FEBRUARY 12, 2018

From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner. The post 5 Top Customer Service Articles For the Week of February 12, 2018 appeared first on Shep Hyken. My Comment: Josh Linkner, innovation guru, has a weekly blog. The future is now! Follow on Twitter: @Hyken.

Customer Service 195

Customer Service B2C B2B Feedback 195

ShepHyken

JUNE 4, 2018

Stats and facts from numerous surveys show the best places to buy from are also the best places to work. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

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. 30 April 2018. < 30 April 2018. < 2 April 2018. 2 May 2018. < 29 April 2018. 30 April 2018. < 29 April 2018. 30 April 2018. <

Wireless 284

Wireless Consulting Consulting Airlines 284

ShepHyken

FEBRUARY 23, 2021

After surveying over 10 million web pages, 98% of those pages failed to be completely accessible. In 2018, the Department of Justice said business websites are also considered places of public accommodation. The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody.

Morale 70

Morale Advertising Surveys Technology 70

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

aircall

APRIL 10, 2018

The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles.

Surveys 84

Surveys Customer Support Call Center Metrics 84

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Contact Center Pipeline

JANUARY 4, 2018

I wish you the very best of health and contentment in 2018! Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. Welcome to the January issue! May you and your loved ones be blessed.

Contact Center 0

Contact Center Surveys Call Center 0

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Forrester, 2018) Over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). When I look back at these top ten posts I am proud that most of them are from 2018. If you have reached the end of this post then you must be a keen supporter, so I will offer a free e-book to everyone who completes our short survey in January 2019.

Journey mapping 117

Journey mapping Marketing Personalization Surveys 117

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Starting January 4th 2018, we will be sharing our ideas on how to improve your CX. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75 To download the full report, please click here.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. 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).

B2B 213

B2B Surveys Sales Marketing 213

Beyond Philosophy

JUNE 15, 2018

How else is a person going to pay for an airline ticket in 2018? Now, to be clear, I don’t mean a shallow survey or a quick question here or there. In a recent transaction, I discovered Ryanair charges you to use a credit card. I wasn’t keen on booking that flight. Money order? Cashier’s check? My prize sheep?

Airlines 360

Airlines Accountability Consulting Consulting 360

Callminer

DECEMBER 17, 2019

A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

GetFeedback

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. 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: . What do you think about us?

Surveys 102

Surveys CRM Feedback Airlines 102

PeopleMetrics

JANUARY 13, 2025

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. How AI Enhances Customer Listening and Action Taking In 2018, customer listening was often limited to surveys and manual analysis. And the list goes on.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 209

Airlines Morale Benchmark Marketing 209

ShepHyken

APRIL 20, 2018

According to the 2018 ReviewTrackers Online Reviews Survey , 63.6 Getting Customer Support From Companies Will Be Easier In 2018. This is likely to happen online. percent of consumers report they are likely to check reviews on Google before visiting a business.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

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

Fonolo

NOVEMBER 29, 2017

Here are trends for 2018 that are sure to shake up the industry. Companies have come to realize that the customer experience has a direct effect on loyalty and, accordingly, the trend is expected to continue in and beyond 2018. This is a challenge for companies today and it will only get tougher in 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

PeopleMetrics

JANUARY 16, 2025

Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view. In 2018, I argued that such platforms were essential for companies serious about being customer centric.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. In 2018, 37% of The Best teams will receive a hiring-budget-increase, compared to just 12% of Everyone Else.

Surveys 86

Surveys CRM Education Metrics 86

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. A word about customer survey fatigue.

Surveys 84

Surveys Marketing Healthcare Feedback 84