Beyond Philosophy

JANUARY 29, 2021

Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. What to Do with This Information in 2021. It was my responsibility to implement it, and then we would present the results.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

CX Global Media

JANUARY 27, 2021

Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Customer Care 296

Customer Care Customer Experience Surveys 296

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Complete this short survey. The post Vital for 2021 appeared first on CX Consulting. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Please tell us how we are doing!

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 346

Customer Service Customer centricity Government Upselling 346

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. The post 5 Top Customer Service Articles of the Week 6-14-2021 appeared first on Shep Hyken.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. The post 5 Top Customer Service Articles of the Week 7-26-2021 appeared first on Shep Hyken.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. And that’s why we love James.

Customer Experience 177

Customer Experience Surveys 177

ShepHyken

NOVEMBER 22, 2021

Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska. So, we surveyed 1,000+ US consumers to learn what they thought. The post 5 Top Customer Service Articles of the Week 11-22-2021 appeared first on Shep Hyken. Some of these might make you even laugh out loud! Follow on Twitter: @Hyken.

Customer Service 225

Customer Service Customer Experience Surveys Management 225

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. Just thinking about it makes me lose focus.

Customer Experience 156

Customer Experience Surveys Contact Center 156

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Analytics 159

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. The post 5 Top Customer Service Articles of the Week 12-27-2021 appeared first on Shep Hyken.

Customer Service 191

Customer Service Coaching Marketing Call Center 191

ShepHyken

APRIL 12, 2021

My comment: In my upcoming Achieving Customer Amazement survey I ask the question, “Do you older people provide better customer service than young people, or vice-versa?” The post 5 Top Customer Service Articles For the Week of April 12, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service Surveys Customer Experience Marketing 213

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

ProProfs Blog

SEPTEMBER 17, 2021

The answer is simple: Ask them for feedback via website surveys. . Dive into this blog to explore 35 website survey questions along with their examples and tips and learn everything you should know about these surveys. . What are Website Surveys ? Benefits of Website Surveys. Let’s begin!

Surveys 78

Surveys Feedback Marketing Construction 78

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! 2021 promises more of the same. Ready to see how TeleDirect can help into 2021? The post Improve Your Customer Service in 2021 appeared first on TeleDirect.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . One of the questions had to do with creating a personalized experience. . Well, it is!

Personalization 434

Personalization Airlines Customer Experience Surveys 434

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Beyond Philosophy

JANUARY 16, 2021

Complete this short survey. The post “World Experience Organization” Created Will Help Us All Be Better in 2021 appeared first on CX Consulting. Here are some highlights from our discussion. 03:28 Wallman explains the idea behind founding the WXO and why he did it. Please tell us how we are doing! How can we help?

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Fig 1: Screenshot taken from GCS' infographic survey ' Is Covid-19 Illuminating Cracks in Customer Service? '

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

B2B 78

B2B Surveys B2C SaaS 78

Fonolo

JUNE 8, 2021

Top Contact Center Technology Trends in 2021. Agent engagement surveys are a great way to collect this information. How to Make a Call Center Agent Engagement Survey The post 5 Important Strategies for Agent Engagement in 2021 first appeared on Fonolo. Measure what really matters.

Call Center 133

Call Center Morale Contact Center Technology 133

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Nicereply

JANUARY 4, 2022

We collected several examples of great customer service in 2021, where these actions delivered a satisfied customer that spread a good word about the brand. Examples of great customer experience in 2021. The post Examples of Great Customer Experience in 2021 appeared first on Customer Happiness Blog.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

TechSee

JUNE 30, 2021

Survey data shows that 39% of Americans who canceled a contract with a company cited customer service as the primary reason for cancellation. The post Technician Dispatch in 2021: 4 Fresh Approaches to Cost appeared first on TechSee. This statistic is not very conducive to customer satisfaction.

Construction 164

Construction Upselling Healthcare Enterprise 164

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. The post AI in Call Centers: Top innovations for 2021 appeared first on TechSee. Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic. a definite requirement for a successful contact center.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Best Practices for Agent Engagement Surveys. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

ProProfs Blog

JANUARY 7, 2021

This is exactly where product surveys come in and help you understand what users think of your product. This blog lists some top product survey questions that can help you get started. . What Are Product Surveys? Product surveys are tools used by organizations to learn what their users think of their products. .

Surveys 88

Surveys Marketing Feedback Advertising 88

Nicereply

MAY 6, 2021

Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts. If you survey all of your customers at once, use the full results to update your strategy. Use the language that happy customers use in their survey results.

Marketing 98

Marketing Surveys APIs Advertising 98

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78