ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Construction Personalization Feedback 158

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

Beyond Philosophy

JULY 18, 2024

Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories. Speak to Colin and find out more. Click here

Customer Experience 195

Customer Experience Construction Surveys Education 195

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask.

Surveys 139

Surveys Best practices Construction Analytics 139

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

DECEMBER 9, 2021

Having a larger scale for respondents to choose from is also essential to help you get more detailed about what is happening in your Customer Experience and producing the passive score. NPS is an excellent tool, but other things should supplement it, like the Customer Experience Design.

Construction 221

Construction Feedback Surveys Sales 221

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

Beyond Philosophy

JULY 30, 2022

Understanding these principles, it is apparent what really matters in AI construction is the importance put upon the inputs in the coding process. Complete this short survey. Customer Experience Information & Resources. It is finding an output from an input using a fundamental algorithm. How can we help?

Construction 243

Construction Consulting Consulting Advertising 243

Beyond Philosophy

NOVEMBER 5, 2022

As champions of Customer Experience, we don’t need to tell you how crucial it is to get people to change. Chance shares with us why she wrote the book, some constructive criticism for the Customer Experience movement, suggestions for a winning strategy, and step-by-step instructions for how to gain support for your ideas.

Construction 221

Construction Consulting Consulting Customer Experience 221

PeopleMetrics

NOVEMBER 3, 2014

In a previous post, we discussed how device-ready customer feedback surveys can benefit your customer experience. Now we’ll go into the finer details of how to construct a flexible survey. Here’s what you want to consider when designing a mobile-friendly survey: Shorter is better.

Construction 54

Construction Feedback Surveys Customer Experience 54

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

GetFeedback

AUGUST 2, 2018

Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Examples of Bad Survey Questions. This language influences the survey taker’s selection.

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Surveys Construction Consulting Consulting 96

ProProfs Blog

APRIL 10, 2020

Using dedicated survey software like ProProfs Survey Maker is the best way to build communication with your customers and gather insights to achieve true customer satisfaction. You can monitor customer behavior and fulfill their expectations before they fall prey to any other company. No brand is perfect.

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

Beyond Philosophy

AUGUST 14, 2021

We hope that it is and that you will continue to join us on this journey as we explore the many facets of customer behavior and the tools that facilitate customer-driven growth. Key Ideas to Improve your Customer Experience. Colin discusses the three parts of Customer Science and why the What is Customer Science?

Construction 195

Construction Consulting Consulting Surveys 195

Beyond Philosophy

JUNE 25, 2022

I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Key Ideas to Improve your Customer Experience.

Construction 195

Construction Consulting Consulting Surveys 195

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

MARCH 12, 2022

This episode focuses on how to create these emotional bonds with your customers and foster customer loyalty. We explain why emotional bonds protect you in business relationships and how to lay the foundation for customer loyalty. Key Ideas to Improve your Customer Experience. Complete this short survey.

Banking 39

Banking Construction Consulting Consulting 39

GetFeedback

MARCH 23, 2019

No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. What’s missing?

Surveys 89

Surveys Construction Feedback Analytics 89

Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

SharpenCX

DECEMBER 28, 2021

In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience. Outdoor furniture company Polywood manages to capture all of these factors, establishing a vast community of loyal customers.

Customer Experience 128

Customer Experience Feedback Construction Contact Center 128

SharpenCX

DECEMBER 28, 2021

In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience. Outdoor furniture company Polywood manages to capture all of these factors, establishing a vast community of loyal customers.

Customer Experience 128

Customer Experience Feedback Construction Contact Center 128

Nicereply

JUNE 4, 2020

If your customers aren’t happy, they will sooner or later leave your company. Making sure customers are satisfied is the most important thing for any business to thrive and make money. 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or churning.

Surveys 86

Surveys Construction Feedback Customer effort 86

Beyond Philosophy

APRIL 2, 2022

Perhaps most importantly, we will talk about how to avoid disappointing customers’ expectations when you present them your experience. Key Ideas to Improve your Customer Experience. This exercise demonstrates how customers’ expectations develop. Complete this short survey. How can we help?

Journey mapping 34

Journey mapping Construction Consulting Consulting 34

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 98

Customer Experience Journey mapping Surveys Feedback 98

Fonolo

JULY 27, 2021

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. As you know, I believe that theory is grand, but if you can’t use it, it isn’t constructive.

Airlines 273

Airlines Metrics SaaS Accountability 273

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Utilize Customer Feedback to Enhance QA Incorporating customer feedback into QA processes helps identify gaps in service quality. Methods include: Post-call surveys to gather customer opinions.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues. Why are multiple choice questions common to use in surveys?

Surveys 78

Surveys Feedback Construction Best practices 78

SharpenCX

MAY 26, 2020

The world is changing, and customers run the show. Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Think about it.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

GetFeedback

MARCH 22, 2019

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

Surveys 74

Surveys Employee engagement Construction Feedback 74

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both.

Surveys 75

Surveys B2C B2B Airlines 75

Interaction Metrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. Check it out here.

Surveys 62

Surveys Construction Banking Metrics 62

PeopleMetrics

FEBRUARY 25, 2025

When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed.

B2B 62

B2B B2C Sales Construction 62

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 78

Analytics Customer Experience Management Surveys 78