Beyond Philosophy

OCTOBER 11, 2019

For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. If you want to read more about RICOH Canada, please download our White Paper Case Study on their performance.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

SEPTEMBER 7, 2018

Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. Buyers perceived their representatives as more trustworthy (which circles back to point #1 about transparency — a point the surveyed buyers often underlined with their additional comments).

B2B 215

B2B Surveys Sales Marketing 215

Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see all the numbers from the survey, click here. Women make the lion’s share of shopping decisions in many categories.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer. I had the chance to attend a weekend marketing program at Kellogg with Professor Stern.

Customer Service 302

Customer Service Consulting Consulting Surveys 302

Beyond Philosophy

FEBRUARY 10, 2015

For example, if a Disney employee is caught leaning against the wall rather than standing straight, they will be marked down in the mystery shopping survey. The Secret of a Great Customer Experience—Apple Case Study. Moreover, they assess their employees by their body language.

Consulting 338

Consulting Consulting Surveys Customer Experience 338

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. Customer Experience Roadmap Case Study. What Happens When You Don’t Have a Clear Strategy?

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

ShepHyken

APRIL 22, 2019

This article is an interesting case study on Quicken Loans, who have found themselves on both lists. Here is a list of how ten companies are using innovation to be competitive, and in some cases (potentially) disrupting their industries. 5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath.

Customer Service 203

Customer Service Employee engagement Self service Surveys 203

CSM Magazine

JANUARY 6, 2025

Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Apple consistently ranks high in customer satisfaction surveys. Customers rave about Zappos service. The result?

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. But your survey responses can only be as powerful as your questions are. Fortunately, customer satisfaction surveys are a tried and tested method of getting customer feedback. What is a customer satisfaction survey?

Surveys 95

Surveys Feedback Benchmark Metrics 95

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Revation Systems

FEBRUARY 6, 2020

In fact, according to the 2019 Deloitte Global Contact Center Survey, 53% of companies surveyed expect their total contact center volume to increase over the next two years. To learn more about how The South Bend Clinic lowered their contact center abandonment rates by 200%, read the full case study !

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 81

Feedback Surveys Technical Support Analytics 81

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering). Complete this short survey.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

ShepHyken

MAY 9, 2023

Survey and ask for feedback from different audiences. Tailor your surveys with each customer’s experience in mind. Use their feedback for marketing purposes, testimonials, and case studies. Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

SharpenCX

MARCH 7, 2019

In the book How Every Great Company Listens to the Voice of the Customer, companies like Enterprise and Petco serve as case studies for how customer satisfaction helps you predict your. The post The Top 7 Customer Survey Format Examples appeared first on Sharpen Contact Center Software.

Surveys 75

Surveys Contact center software Enterprise Contact Center 75

Nicereply

JUNE 18, 2020

You can use it to survey your customers via email survey after you resolve their support ticket. Alternatively, you can choose a dedicated tool to geta access to a wider array of options and customizations, like different scales, placing surveys inside of conversation emails, and branding the survey. Moving past CSAT.

Metrics 86

Metrics Surveys Customer effort Education 86

Customer Guru

AUGUST 1, 2018

Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.

Feedback 90

Feedback Surveys Upselling Metrics 90

Interaction Metrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping. Or, in our words, bad data in, bad insights out.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” SaaS companies are luckier than others in the sense that serving customers with CES measurement surveys is quite easy.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ProProfs Blog

JANUARY 28, 2021

Include Testimonial Questions in Surveys. Publish Blog Posts and Case Studies. To get honest feedback , you can conduct user interviews, surveys, usability tests, add feedback forms, track on-site activity, etc. Include Testimonial Questions in Surveys. Publish Blog Posts and Case Studies.

Feedback 148

Feedback Surveys Customer Support Sales 148

ProProfs Blog

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. Read more: How to Use Surveys for Content Marketing?

Surveys 167

Surveys Marketing Feedback Analytics 167

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?” CustomerThink) Customers are constantly evolving and their behaviours has been significantly impacted on by the COVID-19 pandemic. Employees benefit as well.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. If it’s anything like my conversation with Rob, it’s sure to be a lively discussion.

Surveys 62

Surveys B2B Feedback Customer centricity 62

Beyond Philosophy

FEBRUARY 15, 2021

She had access to large-scale global tracker survey responses that numbered in the millions. In that case, Cheatham wanted the questions framed differently to reflect that variance from policy to individual service for the agent. Cheatham and her tool kit came into play with customer satisfaction measurement.

Finance 221

Finance Consulting Consulting Metrics 221

Beyond Philosophy

NOVEMBER 28, 2017

million total survey questions, with several million devoted to emotions and feelings related to experience. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Interactions

APRIL 2, 2025

92% of surveyed consumers report lower customer effort when theyve experienced a seamless transition from self-service to live agent. To learn more about how Interactions helps the worlds largest retailers deliver unparalleled service, visit our retail page or read this case study to learn how a major retailer removed 7.9

Self service 62

Self service Average Handle Time Upselling Contact Center 62

aircall

JANUARY 28, 2019

Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member. What is an employee engagement survey designed to do? However, a poorly designed employee survey may not only cost you wasted time, but lost trust as well. This isn’t always the case.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

CSM Magazine

JANUARY 2, 2025

Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Apple consistently ranks high in customer satisfaction surveys. Customers rave about Zappos service. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. Net Promoter Score surveys are a type of customer experience survey.

Surveys 121

Surveys Feedback Personalization Metrics 121

CSM Magazine

JANUARY 2, 2025

Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Apple consistently ranks high in customer satisfaction surveys. Customers rave about Zappos service. The result?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Global Response

FEBRUARY 17, 2025

Types of VoC data VoC data comes from however you gather feedback: surveys, reviews, net promoter scores , chat communication, social media activity, observations of customer behavior, and interactions between customer and support agents, to name a few. Then deploy new strategies for improving processes or agent success.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Totango

SEPTEMBER 23, 2021

It’s important to note that Totango’s CSAT surveys are transactional, and measure the experience of a specific transaction, engagement or interaction. Like CSAT, NPS segregates a percentage of positive results from survey results to measure an aspect of customer satisfaction. How Do You Measure CSAT?

Surveys 105

Surveys Metrics Benchmark Wait times 105

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Leverage social media surveys.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

delighted

SEPTEMBER 21, 2023

Testimonials detail the positive aspects of your brand in the form of written reviews, case studies, social media posts, or videos to increase your trustworthiness to new customers. Case studies Case study testimonials are another way to capture social proof and relay it to your audience.

Surveys 86

Surveys Best practices Feedback Marketing 86

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 Advertising APIs 98