ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep. I have added my comment about each article and would like to hear what you think too.

Customer Service 202

Customer Service Surveys Metrics Customer Experience 202

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 237

Customer Service Marketing Personalization Customer Experience 237

TechSee

OCTOBER 21, 2020

Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits. Survey Results: What Customers Expect of Service Delivery during COVID-19. Service delivery companies are busier than ever.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

CCNG

OCTOBER 29, 2021

We’ve all heard how 2020 is the year everything changed. Companies need to continue to amplify their Total VOC (Voice of the Customer) approach, moving away from “Survey and Score” into “Listen and Act”. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed? Three key themes did not change: 1.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

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 235

Construction Customer Service Feedback Customer retention 235

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 236

Customer Service B2B Consulting Consulting 236

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. They want what they want NOW. We found a whopping 96.2%

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

NOVEMBER 3, 2020

Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction. Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. Deflection is not a customer-centric concept.

Customer centricity 361

Customer centricity Surveys Technology Feedback 361

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 371

Airlines Customer Service Coaching Surveys 371

ShepHyken

MAY 10, 2021

It was the business word of the year for 2020, and I believe it will be the word of the year in 2021. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Customer expectations have changed (as in increased). That’s where empathy comes in. McColl-Kennedy, and Andy Neely.

Customer Service 406

Customer Service Customer Support Surveys Self service 406

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 181

Customer Service Airlines Surveys Contact Center 181

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 177

Customer Service Government Coaching Customer Experience 177

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

JANUARY 8, 2021

In 2020, that customer-centric approach is more vital than ever. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. So, where are businesses going wrong, and what can be done differently? Make the Most of Automation.

Interactive Voice Response 370

Interactive Voice Response Customer centricity Consulting Consulting 370

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 169

Customer Service Healthcare Journey mapping Feedback 169

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

ShepHyken

SEPTEMBER 30, 2020

We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience?

Customer Service 331

Customer Service Surveys Accountability Customer Experience 331

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

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

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

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

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

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 221

CCNG Contact Center Surveys Technology 221

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 159

Customer Service Self service Customer retention Surveys 159

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

Beyond Philosophy

APRIL 16, 2022

The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Complete this short survey. A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66

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

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

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

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

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco will be uniquely embedding these capabilities directly into Webex Contact Center, beginning with post-call surveys via SMS and email. Award Winner Second Year in a Row.

Contact Center 119

Contact Center Technology contact center solutions Virtual Agent 119