CCNG

JUNE 29, 2022

And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

Surveys 147

Surveys Education Feedback Marketing 147

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. This year it’s October 5-9. It’s useful to know what to avoid.

Customer Service 323

Customer Service Surveys Accountability Customer Experience 323

ShepHyken

MAY 10, 2021

My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Customer expectations have changed (as in increased).

Customer Service 398

Customer Service Customer Support Surveys Self service 398

ShepHyken

JANUARY 26, 2025

My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. The author shares more detail behind these three excellent strategies/tactics: 1) Proactive Outreach, 2) Immediate Response, and 3) Personalized Experiences.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ShepHyken

JULY 23, 2021

For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand. You can even generate user performance profiles and course performance profiles, and award automated certificates to learners who successfully complete their training. .

Feedback 408

Feedback Surveys Management Employee engagement 408

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. The Groupon survey revealed many significant findings: 73% of respondents admitted to faking their reaction to a gift on a regular basis. Of course, I’m joking, I think…. I have lied about this.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

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. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. Take courses, find software, and talk to other experts. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #2: Make your business case.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. The response to this question was fascinating as 69% of respondents said that if they could go back in time they would select a different course of study. Conclusions. There are a few key learnings that you should take from this article.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Callminer

MAY 26, 2020

The ideal outcome for any call center agent in dealing with a customer is to efficiently resolve their concerns over the course of a single call. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. First Call Resolution.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Beyond Philosophy

MARCH 20, 2017

According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. 90% of marketing content is not used by sales (CMI), which shouldn’t come as a surprise considering that 88% of marketers we recently surveyed had no idea what content their sales team needs to close more business.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

APRIL 17, 2015

In fact just look at the organizations in these surveys and you’ll see they all provide a good employee experience and Customer Experience. For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. They connect it there for all to see.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

ShepHyken

SEPTEMBER 18, 2020

You don’t want to inundate team members with survey data. Rather than simply listing the results of a customer service feedback survey in binary numbers on a sliding scale, demonstrating what those numbers look like in proportion to each other in a pie chart or a graph can be a much more effective way to communicate the data.

Feedback 314

Feedback Customer Service Surveys Accountability 314

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). But this requires your team to have appropriate knowledge and expertise. How to find customer experience problems before they occur.

Customer Service 371

Customer Service Chatbots Education Feedback 371

PeopleMetrics

JANUARY 20, 2025

Example : A restaurant analyzing customer feedback receives these comments: The appetizers were amazing, but the main course was a letdown. The main course was fine, but the dessert was to die for. Example : A retail chain receives over 10,000 survey responses in a month.

Analytics 118

Analytics Airlines Feedback Surveys 118

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Of course, I am not one of the un – or underbanked. Per the CBS New story, at least in the U.S., households, around 24.5 I rarely use cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Engagement with consumers is of course a key consideration in any customer experience improvement strategy, but far too many companies forget another important group of people: their own staff.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Toister Performance Solutions

NOVEMBER 9, 2023

After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. Unlike a survey that only measures customer satisfaction after a contact, the sentiment arc measures the change in customer satisfaction over the course of a contact.

Surveys 100

Surveys Metrics Customer Service Customer Experience 100

Solvvy

JULY 13, 2022

Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs. Enter Solvvy Surveys. . Close the Loop on Customer Feedback with Solvvy Surveys. Build Engaging and Personalized Surveys with Ease. Get Started With Solvvy Surveys.

Surveys 109

Surveys Feedback Analytics Engineering 109

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. by joining one of Beyond Philosophy’s new training courses. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

APRIL 16, 2022

Starting with a rule that demands you accept change as a constant, we set you on the right course for grouping your customers into meaningful segments that allow you to target them with the right message that encourages them to do what you want in the way that speaks to them best. Complete this short survey.

Construction 66

Construction Consulting Consulting Surveys 66

ShepHyken

AUGUST 6, 2019

Have a real conversation with them instead of merely relying on surveys. The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” – Jeff Gothelf.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. What You Can Do.

Feedback 250

Feedback Customer Experience Abandon rate Surveys 250

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

NOVEMBER 13, 2019

On the list were words like quality, reliability, fast response, quick repairs, capability and of course there was price. 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. He listed 20 reasons why a customer would choose to buy an IBM computer.

Customer Service 299

Customer Service Consulting Consulting Surveys 299

Beyond Philosophy

DECEMBER 22, 2016

Their survey of nearly 25,000 people worldwide and across industries revealed that customer satisfaction relies on human interaction. They sound interesting, and, of course, as a Customer Experience Consultant, I want to know what the experience feels like. Not Every Experience Can Afford to Lose the Human Touch. Maybe it will.

Transportation 321

Transportation Consulting Consulting Personalization 321

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. To assist both individuals and managers in helping determine readiness to move from employee satisfaction and engagement to ambassadorship, we have designed a brief, but insightful, self-assessment survey. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

JUNE 15, 2018

However, I always expect to have a seat-back tray table available to me to work on my laptop (after 10,000 feet, of course). Now, to be clear, I don’t mean a shallow survey or a quick question here or there. If I don’t want to pay extra, I can limit what I bring to fit within the carry-on guidelines or bring my own food.

Airlines 360

Airlines Accountability Consulting Consulting 360

Call Center Weekly

SEPTEMBER 25, 2018

Here are some links to some articles with ideas on how to have a great Customer Service Week, just in case you are having trouble coming up with activities or just a little late in planning this year: [link] [link] [link] [link] Of course, Customer Service Week isn’t all about the fun and games (did I mention that there will be food?).

Customer Service 237

Customer Service Engineering Surveys Sales 237

Beyond Philosophy

MARCH 22, 2017

When McDonald’s surveyed their major markets, they found that nearly 75% of the population of these areas lives within three miles of a location. McDonald’s sees delivery as a huge opportunity for growth outside of China and other Asian countries. McDonald’s is everywhere and not just everywhere in the U.S.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. Complete this short survey. So, it is incumbent upon you to read the signs that a customer has decided to buy. Do you have a business pickle? Tell us about it here. Please tell us how we are doing!

Consulting 243

Consulting Consulting Sales Surveys 243

CSM Magazine

DECEMBER 19, 2024

For example, in a large survey of retailers across the U.S., 67% of retail employees and customers in a survey of 800 admitted to sweethearting within the last two months. Facial recognition does, of course, come with real concerns about privacy for customers who generally prefer not to shop under the watchful eye of Big Brother.

Surveys 98

Surveys Technology Personalization 98

Beyond Philosophy

JULY 3, 2021

There is an inherent risk involved, of course, if there are problems. Complete this short survey. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. Please tell us how we are doing! Customer Experience Information & Resources.

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273