Connecting the Dots

JUNE 30, 2021

Download the PDF In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. READ the full article here.

Best practices 62

Best practices Surveys Engineering Consulting 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. See also Survey Data Shows Call-Back Popularity Growing. Our favorite chart: Customer Service Index Report. Compare, for example with State of Customer Care report we covered here.

Contact Center 57

Contact Center Call Center Self service Surveys 57

VocalCom

JULY 2, 2020

Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Connecting the Dots

FEBRUARY 9, 2021

Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on onboarding, read our Customer Onboarding White Paper.

Education 62

Education Self service Consulting Consulting 62

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented.

Surveys 60

Surveys CRM Feedback Sales 60

Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. first appeared on Customer Care Measurement & Consulting.

Consulting 62

Consulting Consulting Customer Care Surveys 62

Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. first appeared on Customer Care Measurement & Consulting.

Consulting 62

Consulting Consulting Customer Care Surveys 62

Comm100

APRIL 6, 2020

To offer omnichannel customer engagement, you need to be omniscient. You need to know everything there is to know about your customer and their issue. When it comes to providing the best, most personalized customer care experience, information is king. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Chatbots Customer Care Coaching 52

Connecting the Dots

JUNE 16, 2021

Result : Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on customer onboarding, read our White Paper (PDF).

Education 48

Education Self service Consulting Consulting 48

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Increased customer satisfaction.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn. Simplicity?

Education 62

Education B2B Sales Surveys 62

ClearAction

FEBRUARY 7, 2016

Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Increased customer satisfaction.

Average Handle Time 54

Average Handle Time Multichannel CRM Analytics 54

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

B2C 40

B2C B2B Advertising Accountability 40

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. No one ever said that having a customer care number was a necessity to run a business!

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

Hero Digital

OCTOBER 5, 2019

You need to ask the right people the right questions—that includes customers who had great experiences with your products and customers who had bad experiences with your products. Online Surveys. Other resources such as Google Surveys make it easy to target specific audiences and quickly do on-the-fly market research.

B2B 40

B2B Surveys Marketing Scripts 40

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. You’ll also want to gather feedback directly via surveys and interviews.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. You’ll also want to gather feedback directly via surveys and interviews.

Personalization 52

Personalization Customer Service B2B SaaS 52

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Customer Service 66

Customer Service Customer Care Surveys Feedback 66