ShepHyken

AUGUST 17, 2020

My Comment: In the recent Consumer Sentiment survey conducted by McKinsey & Company, only a third of U.S. CustomerThink) When customers pick up the telephone or chat online to engage live with customer service, it’s with an agent: a frontline customer service person. Most believe it will be more than six months.

Customer Service 236

Customer Service B2B Consulting Consulting 236

ProProfs Blog

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Personalized Customer Engagement. Extensive personalization using the next best action increases average revenue per user by 166 percent. 88 percent of consumers trust online reviews as much as personal recommendations. Successful Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

ShepHyken

SEPTEMBER 30, 2020

We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. And “friendly” is all about that personal touch—an empathetic human connection—which is even more important than ever these days. So, the next question is what influences a good customer experience?

Customer Service 331

Customer Service Surveys Accountability Customer Experience 331

ProProfs Blog

MAY 13, 2020

That gap is called Personalization. Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service.

Personalization 167

Personalization Customer Service Self service Feedback 167

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat. Video Chat. Final Notes.

Chief Customer Officer 301

Chief Customer Officer Call Center Consulting Consulting 301

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Radial’s consumer insights survey indicated that 39% of shoppers intend to start their holiday shopping in October and early November, while 30% say they will begin on Black Friday and Cyber Monday. . But it’s not over yet.

Consulting 133

Consulting Consulting Finance Surveys 133

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Statistics 2020 You Shouldn’t Miss. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

ProProfs Blog

MAY 13, 2020

That gap is called Personalization. Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service.

Personalization 148

Personalization Customer Service Self service Feedback 148

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. That number is up from 11.8%

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

APRIL 30, 2018

Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting. Some are surprising.

Customer Service 214

Customer Service Personalization Self service Metrics 214

delighted

JULY 30, 2020

In this guide, we’ll break down easy-to-use survey types and suggest questions to include in your return-to-school pulse surveys to help prioritize feedback for a safe and comfortable start of the semester. Crafting your return-to-school survey. Customizable survey templates for return-to-school feedback.

Surveys 83

Surveys Education Feedback Personalization 83

ShepHyken

APRIL 20, 2020

Surveys in the Time of Pandemic by Jim Tincher. My Comment: In the midst of the COVID-19 pandemic, is it appropriate to survey our customers? This article features the opinion of seven customer service and experience experts (myself included) sharing the do’s and don’ts of surveys in these unsettling times.

Customer Service 129

Customer Service Consulting Consulting B2C 129

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. But make sure you do something to position yourself for the 2020 customer. They deserve it.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience.

Personalization 117

Personalization Customer Service Government Customer effort 117

Integrity Solutions

JANUARY 18, 2021

Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020.

Sales 121

Sales Coaching B2B Metrics 121

Spearline

OCTOBER 6, 2020

Since the start of the year, we have been surveying our customers to find out how satisfied they are with us. If you are a Spearline customer, and you haven’t completed a customer satisfaction survey to date, you can do so here - we would love to hear what you think. "World-class" NPS score - 79. Outstanding support. "We

Telecommunications 98

Telecommunications Surveys Enterprise Feedback 98

ProProfs Blog

MARCH 27, 2020

Additionally, you want to personalize the experience for your customers. Some businesses even go as far as sending personalized letters to their customers. . #2. When you have a happy customer , you should be asking that person to provide you with the feedback you want to hear. Provide options to your customers.

Customer Service 135

Customer Service Feedback Customer Support Wait times 135

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. And always check back – life moves fast and personal priorities shift. Leverage personality assessments for better team-building. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. Millennials want to develop a personal relationship with vendors and to feel like their loyalty matters.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. All the journey mapping, webinars, ROI discussions, surveys, and strategies won’t instantaneously create a better experience for your customers. Shall I go on?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

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. Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . The 2020 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS.

SaaS 96

SaaS Surveys Feedback Technology 96

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

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Beyond Philosophy

FEBRUARY 20, 2021

We talk to Pine about how the pandemic changed in-person events, trade shows, and conferences for the better and what we can learn from going virtual. Starting in March 2020, Pine watched as all the events he had booked canceled. Complete this short survey. The future, it seems, will take the best of both worlds.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over one-in-five saw their budget actually decrease year over year.

Management 94

Management Journey mapping Analytics Customer centricity 94

CCNG

FEBRUARY 28, 2024

The most significant factor driving this desire to be part of a hybrid workforce is the balance between their work and personal lives. When surveying telecommuters who work from home all/some/most of the time, 71% said it was due to the work/life balance it provides. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Surveys Technology 195

ShepHyken

AUGUST 14, 2020

As per stats released in HubSpot’s 2020 State of Marketing report , videos were the most preferred form of content for brands in 2019. Customers appreciate personalization. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. However, videos deserve top priority.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Make sure right away that there is no doubt in their minds that you are an awesome person to be talking with!”. That won’t go away in 2020, and it will probably still be a requirement in 2050! People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. You can download the survey results for free below. However, what hasn’t been so clear is student receptiveness to these chatbots – until now.

Chatbots 87

Chatbots Surveys Education Wait times 87

Nicereply

MAY 14, 2020

Are you selling your products and services to other businesses, or to consumers for their personal use? Use technologies that create timely, personalized responses. In addition, personalization is both expected and preferred by today’s consumers when interacting with brands. Align your values with your customers’.

Transportation 92

Transportation Sales Feedback Marketing 92

PeopleMetrics

JULY 20, 2020

And make the survey as short as possible - 3 minutes maximum! This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. Customer feedback should NOT be anonymous. Treat your people right.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Comm100

MARCH 7, 2023

compared to 2020. It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase.

Surveys 78

Surveys Education Wait times Chatbots 78

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Contact centers only become truly omnichannel when all customer interactions are integrated across channels, with all relevant historical information and personal background available to agents in every customer engagement. Intelligent Routing.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98