CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

OCTOBER 14, 2019

Crash and Churn: survey reveals the customer service fails that cause attrition by Andrew Mort. The post 5 Top Customer Service Articles for the Week of October 21, 2019 appeared first on Shep Hyken. CustomerThink) The days of long-term customer brand loyalty to brands are over. Follow on Twitter: @Hyken.

Customer Service 50

Customer Service Best practices Finance Customer centricity 50

ShepHyken

SEPTEMBER 9, 2019

Here is some fun reading with survey stats that will make you think. The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 247

Customer Service outsourcing Surveys Marketing 247

ShepHyken

APRIL 22, 2019

5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath. Nicereply) We’re in a new era of customer surveys – they should be fun to complete, visually appealing, simple and easy. My Comment: Do you want your customer surveys answered? Here are five ways to drive better response rates.

Customer Service 201

Customer Service Employee engagement Self service Surveys 201

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. The post 5 Top Customer Service Articles for the Week of September 2, 2019 appeared first on Shep Hyken. My Comment: Have you wondered just how far AI (artificial intelligence) and IA (intelligent automation) have impacted customer service?

Customer Service 222

Customer Service Customer Experience Surveys Customer Support 222

Contact Center Pipeline

FEBRUARY 21, 2019

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. Top Contact Center Challenges The top half of our list of challenges is dominated by technology and frontline staff items.

Surveys 138

Surveys Contact Center Technology Self service 138

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TechSee

OCTOBER 31, 2018

According to a survey by Deloitte , 40% of Telecom, Media and Tech executives say they have garnered “substantial” benefits from cognitive technologies, with 25% having invested $10 million or more. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . In January 2019, two reports struck me, one from Nunwood and one from Forrester. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. .

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Surveys 143

Surveys Customer Experience Advertising Customer effort 143

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

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? It’s that time of year again.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Beyond Philosophy

JUNE 27, 2019

Surveys aren’t a reliable source because customers often won’t tell you what they really think. Register to find out more about using these strategies to improve your Customer Experience on the next webinar in this Freshworks series on July 10th 2019: Five Behavioral Economics Practices To Enhance Your Customer Experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

Contact Center Pipeline

JANUARY 4, 2019

Happy 2019! We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […]. I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!).

Contact Center 100

Contact Center Surveys Call Center 100

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat. This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

Contact Center Pipeline

JANUARY 30, 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […].

Contact Center 124

Contact Center Surveys Marketing Call Center 124

TechSee

MAY 7, 2019

2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Download the full results of this groundbreaking survey here , and get your hands on a stunning infographic presenting the headline findings here. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Use customer surveys to improve customer insight and offerings. . New 2019 research found that 84% of customers consider these factors equally when deciding whom to buy from. .

Customer Experience 261

Customer Experience Advertising Employee engagement Customer centricity 261

Fonolo

FEBRUARY 28, 2019

So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important. If you’re starting to forge your customer experience strategy for 2019, you are not alone. 6 Must Read Customer Experience Trends in 2019. Download the full report below.

Customer Experience 83

Customer Experience Customer centricity Surveys Sales 83

Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. billion by 2026, registering a healthy CAGR in the forecast period of 2019-2026.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Beyond Philosophy

MAY 9, 2019

When we asked patients in a survey what they wanted from a doctor or how they could improve their experience of seeing the doctor, patients said they wanted the doctor to spend more time with them. 23 April 2019. < For example, we did Emotional Signature research for a hospital system. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 379

Consulting Consulting Education Benchmark 379

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. Short surveys about products, customer satisfaction, and wishes of your loyal customers.

Marketing 92

Marketing Customer retention Surveys Management 92

Noble Systems

JUNE 7, 2019

Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019. Read more of Paul’s thoughts on SNUG 2019 here. The post Getting Comfortable at SNUG 2019 appeared first on Noble Systems. Paul Stockford, Chief Analyst, Saddletree Research.

Gamification 75

Gamification Contact Center Coaching Education 75

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Beyond Philosophy

JANUARY 7, 2023

From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Complete this short survey. Key Ideas to Improve your Customer Experience. The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. How can we help?

Consulting 221

Consulting Consulting Customer Experience Surveys 221

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Contact Center Pipeline

DECEMBER 1, 2020

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge.

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Conclusions I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

ShepHyken

NOVEMBER 15, 2019

In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

Contact Center Pipeline

APRIL 9, 2019

In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue. It’s a well-known fact that customers hate to wait. In light of these facts, it’s […].

Customer Experience 133

Customer Experience Surveys Average Handle Time Customer Service 133

ShepHyken

DECEMBER 17, 2021

Consumers want excellent customer support when things go wrong with their delivery, and UPS Capital’s survey reports that 35% of shoppers will be motivated to shop with an SMB, as long as they are guaranteed replacement items. . With the surge in e-commerce spending, returns and exchanges have become a routine part of the process.

Surveys 206

Surveys Advertising Marketing Customer Experience 206