ShepHyken

FEBRUARY 7, 2022

The survey question by itself is not enough. The post 5 Top Customer Service Articles of the Week 2-7-2022 appeared first on Shep Hyken. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. This article is by an expert who consults in the NPS world. Follow on Twitter: @Hyken.

Customer Service 40

Customer Service Contact Center Consulting Consulting 40

ShepHyken

SEPTEMBER 5, 2022

The article quotes a survey that claimed 64% of consumers would switch. Dan Gingiss) NPS Detractors, the Net Promoter Score (NPS) survey respondents who rate your business between 0 and 6, are typically referred to in a negative light. The post 5 Top Customer Service Articles of the Week 9-5-2022 appeared first on Shep Hyken.

Customer Service 180

Customer Service Journey mapping Surveys Customer Experience 180

ShepHyken

OCTOBER 17, 2022

CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. My Comment: I’ve always believed that surveys are very important. This article pokes hard at the people/companies that are fixated on surveys – and suggests doing something more important than looking at numbers.

Customer Service 36

Customer Service Surveys Chatbots Self service 36

ShepHyken

MARCH 14, 2022

MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire.

Journey mapping 190

Journey mapping Customer Service Entertainment Call Center 190

ShepHyken

AUGUST 15, 2022

Top Customer Survey Questions for Valuable Feedback by The InMoment Team. My Comment: If you’ve ever struggled to come up with great questions to ask on a customer survey, this article may be exactly what you’re looking for. In addition, the article covers survey formats. What if someone asked, “How do you feel today?”

Customer Service 33

Customer Service Surveys Feedback Technology 33

ShepHyken

SEPTEMBER 26, 2022

CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. And according to the author of this article, there is more to consider than just customer surveys.

Customer Service 180

Customer Service Customer retention Analytics Surveys 180

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Deloitte surveyed 260 C-suite executives about trust. That’s a 57% gap!

Chief Customer Officer 320

Chief Customer Officer Surveys Customer Service Customer Experience 320

Beyond Philosophy

APRIL 16, 2022

This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. Complete this short survey. Segmenting your customers for targeting purposes is essential. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66

ShepHyken

MAY 2, 2022

NPS (and any other survey, such as CSAT) is a history lesson. The post 5 Top Customer Service Articles of the Week 5-2-2022 appeared first on Shep Hyken. My Comment: It’s nice to get a good NPS (Net Promotor Score). It validates that you’ve done well for your customers. But don’t be happy with just a good score.

Customer Service 190

Customer Service Customer centricity Customer Experience Customer Care 190

ShepHyken

JUNE 20, 2022

According to a Gartner survey, only one in four respondents can see a difference between brands in a given competitive set. My Comment : This short article includes a number of findings from the Clarus Commerce 2022 Premium Loyalty Data Study. Unfortunately, most companies find it difficult to stand out from the competition.

Customer Service 33

Customer Service Brand ambassadors Feedback Surveys 33

ShepHyken

FEBRUARY 8, 2022

According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty. DO customer surveys still work? This episode of?

Healthcare 241

Healthcare Surveys Feedback Customer Experience 241

360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. Enthusiasm about sending surveys and journey mapping may have lead to duplicative work, inefficiencies and competing priorities.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ShepHyken

NOVEMBER 28, 2022

3 Tips To Improve Your Survey Response Rates by Kelechi Okeke. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?” The post 5 Top Customer Service Articles of the Week 11-28-2022 appeared first on Shep Hyken. There are plenty of reasons customers respond to some and not others.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

ShepHyken

APRIL 25, 2022

Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Apparently, 60% of the consumers surveyed would rather sit in a traffic jam than have a poor customer experience. The headline is a fun one.

Customer Service 168

Customer Service B2B Surveys Best practices 168

ShepHyken

MAY 9, 2022

AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. The post 5 Top Customer Service Articles of the Week 5-9-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 180

Customer Service Personalization Engineering Surveys 180

ShepHyken

OCTOBER 31, 2022

Top 11 Customer Experience Books You Must Read in 2022 by Blair Williamson. Nextiva) A survey of 362 firms carried out by Bain shows that 80% of organizations felt they provided a “superior experience” to their customers; however, only 8% of customers agreed with this statement. It’s always an honor to be on a list like this.

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

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

Spearline

JUNE 2, 2022

So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 105

Upselling Surveys Analytics Customer retention 105

Beyond Philosophy

APRIL 9, 2022

From Zendesk’s The Trends Report 2022 , you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX. Complete this short survey. Organizations only pay lip service to CX, and now, we have the numbers to prove it. This episode of the podcast was made in partnership with Zendesk.

Consulting 60

Consulting Consulting Customer Care Surveys 60

ShepHyken

JULY 15, 2022

In 2022, and moving forward, simple fulfillment isn’t enough. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. Not hardly. .

Coaching 349

Coaching Customer centricity Accountability Feedback 349

Satrix Solutions

JANUARY 24, 2022

The pivoting in 2021 marked a change in the power dynamic of CX across the board, and as we look ahead to 2022, the maturing of an internal CX program within the organization is vital to maintaining the existing customer base and expanding within your industry. 3 business strategy recommendations for 2022.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Nicereply

APRIL 27, 2022

CXM strategies in 2022 need to be tailored for the digital world, and that is what we will cover in this article. All of these challenges are solved through a well-defined CXM strategy that includes feedback surveys and polls. CXM Framework That Works in 2022. Customer satisfaction surveys serve this purpose well.

Customer Experience 104

Customer Experience Management Surveys Feedback 104

Nicereply

NOVEMBER 30, 2021

Here’s why you should pay attention to bringing lost customers back and what strategies may efficiently work for your business in 2022 and beyond. That can easily be done by asking for customer feedback through surveys. For example, your customer loss survey may include questions like: Why did you decide to become our customer?

Surveys 104

Surveys B2C Benchmark Accountability 104

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. This will shift significantly in 2022 – according to 99 Firms , ‘By 2022, about 85% of businesses are expected to opt for live chat support.’.

Customer Service 95

Customer Service Chatbots Surveys Customer retention 95

ChurnZero

DECEMBER 27, 2022

To help you sift through it all, we’ve put together a greatest-hits compilation of our most popular content and product releases of 2022. Top ten Customer Success resources of 2022. 5/ 2022 Customer Success leadership study. 10/ BIG RYG 2022 keynote sessions. Top five ChurnZero product releases of 2022.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Hodusoft

JANUARY 18, 2022

Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. Deployment is the future.

Marketing 105

Marketing Call Center Education CRM 105

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

Beyond Philosophy

JANUARY 22, 2022

Now, in 2022, I see the next big thing: Customer Science. In this episode, we talk about Customer Science and how it can turn things around for your organization in 2022. 22:51 We share how to respond to these changes in the best possible way for your organization and your career as we move into 2022. Complete this short survey.

CRM 195

CRM Consulting Consulting Customer Experience 195

Totango

DECEMBER 6, 2021

In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Apply the Lessons of 2021 to Thrive in 2022.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

Comm100

JANUARY 6, 2022

With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world.

Customer Experience 96

Customer Experience Chatbots Surveys Technology 96

Lumoa

MARCH 17, 2022

Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa!

Surveys 78

Surveys Best practices Accountability Feedback 78

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Nicereply

APRIL 13, 2022

86% of surveyed customers acknowledge that they prefer self-service. The post How AI can benefit your customer service in 2022 appeared first on Customer Happiness Blog. Self Service Apps in Customer Service. Let’s speak facts. One of the best customer experiences is self-service. Customers love self-service.

Customer Service 119

Customer Service Chatbots Self service Advertising 119