ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. of businesses surveyed believe that CX offers a competitive edge, but only 14.4% Forbes) CX in its current form is broken.

Customer Service 267

Customer Service Benchmark Surveys Customer Experience 267

HelpCrunch

JANUARY 6, 2023

Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.

Surveys 127

Surveys Customer Service Customer centricity Customer Experience 127

ShepHyken

FEBRUARY 16, 2020

Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. by Lipi Khandelwal. It may already be too late.

Customer Service 334

Customer Service B2B Journey mapping Best practices 334

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

AUGUST 3, 2020

Brands are competing on customer experience and a recent Gartner survey shows that 81% of marketing leaders say they expect to be competing mostly or completely on the basis of customer experience. The post 5 Top Customer Service Articles For the Week of August 3, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 235

Customer Service Marketing Personalization Customer Experience 235

NICE inContact

DECEMBER 4, 2020

The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave. This year’s survey turned up key trends in digital transformation in customer service channels, self-service channels, artificial intelligence and social media.

Surveys 62

Surveys Benchmark Self service Contact Center 62

Sykes

OCTOBER 23, 2020

We completed our own primary research to find out the current state of Medicare consumer opinions in our latest healthcare survey. Among those surveyed (to whom the question applied), 43.7% In our spring 2020 telehealth survey report , we discovered that 41.2% How Are Consumers Making Medicare Decisions?

Surveys 52

Surveys Healthcare Transportation Education 52

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

ShepHyken

NOVEMBER 23, 2020

How Useful Are Likelihood to Recommend Surveys? My Comment: I’m a huge fan of surveys and measurement when done the right way. This article takes a psychological look at this ever-popular survey question and questions its validity. by Utpal Dholakia Ph.D. One of my favorites is the NPS (Net Promoter Score). by EHL Insights.

Customer Service 225

Customer Service Airlines Surveys Contact Center 225

ShepHyken

SEPTEMBER 7, 2020

MarTech Series) Conducted in partnership with Censuswide, over 8,000 consumers across the UK, US, China and France were surveyed to gain key insights into how consumers are adjusting their in-store shopping behaviors and developing new shopping patterns in today’s world. Follow on Twitter: @Hyken.

Construction 232

Construction Customer Service Feedback Customer retention 232

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

ShepHyken

AUGUST 17, 2020

My Comment: In the recent Consumer Sentiment survey conducted by McKinsey & Company, only a third of U.S. The post 5 Top Customer Service Articles For the Week of August 17, 2020 appeared first on Shep Hyken. consumers are optimistic about an economic recovery in the next two to three months. Follow on Twitter: @Hyken.

Customer Service 234

Customer Service B2B Consulting Consulting 234

ShepHyken

APRIL 27, 2020

.” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. After all, multiple surveys show that customers are looking for much more than the product when deciding which brands to engage with. The post 5 Top Customer Service Articles For the Week of April 27, 2020 appeared first on Shep Hyken.

Customer Service 219

Customer Service Government Coaching Customer Experience 219

Callminer

MAY 26, 2020

Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. The more specific your surveys, the more actionable your results.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Employees no longer feel tempted to tell customers what ratings to give. (“give us a 10” practice makes your survey lose its validity, and; it wastes all parties’ time and money).

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

CCNG

NOVEMBER 6, 2024

Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement. Include a once-a-week survey, or utilize a discussion board for comments on each pilot program. Employees don’t think of “engagement” like leaders do. Employees know how they “feel” about work, a manager, or a situation.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

ShepHyken

JULY 6, 2020

ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 167

Customer Service Healthcare Journey mapping Feedback 167

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

CSM Practice

MAY 13, 2020

(Week of May 10, 2020). CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Last week, we amplified the survey with a focus on “Return to Work” plans and expectations.

SaaS 83

SaaS Surveys Management 83

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. Criteo reports that 88% of US consumers surveyed planned to shop for gifts online and send them to their intended recipients. .

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Analytics 96

Analytics Contact Center Consulting Consulting 96

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 165

Customer Service Consulting Consulting B2C 165

Contact Center Pipeline

JANUARY 15, 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].

Contact Center 162

Contact Center Surveys Employee engagement Self service 162

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 124

Sales Coaching B2B Metrics 124

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

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

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. The survey also asked students how they want to be engaged and supported during the pre-enrolment phase, ranking top support factors, preferred communication channels, and speed expectations.

Chatbots 82

Chatbots Surveys Education Wait times 82

ProProfs Blog

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Takeaway: The customer engagement statistics of 2020 definitely indicate that your business will have to work towards building stronger customer engagement strategies, especially when there are so many challenges along the way. During the survey, 29.3 In 2018, 46.5

B2B 204

B2B Banking Personalization Employee engagement 204

ShepHyken

JULY 20, 2020

One of my favorite stats, that’s also mentioned in this article is that according to a Bain & Company survey, 80% of companies (and I’ll suggest that’s the leadership in those companies) believe they deliver “superior experiences.” My Comment: Is customer service broken? Follow on Twitter: @Hyken.

Customer Service 156

Customer Service Self service Customer retention Surveys 156

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

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 73

Surveys Education Wait times Chatbots 73

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking? Here are the top 4 metrics your call center should be tracking in 2020.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Strategic Contact

JANUARY 8, 2020

It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Our 2020 theme (or vision) is “the year of the agent,” which deviates from the industry. Last year’s theme was change. Read More »

Surveys 62

Surveys 62