ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Beyond Philosophy

MAY 23, 2016

I remember complaining at a meeting that no-one did anything anything about the appalling Customer Satisfaction we provided despite it being measured in regular surveys. Read positive accounts of how companies improved their Customer Experience in our latest ebook: Unlocking the Hidden Experience. There solution?

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

Clarabridge

OCTOBER 25, 2016

Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up. The fact is, people don’t like long surveys.

Surveys 85

Surveys Abandon rate Feedback Analytics 85

ClientSuccess

DECEMBER 7, 2021

Surveys serve a twofold purpose: they give your team a better sense of understanding when it comes to areas of opportunity and growth within your organization and make customers feel as though their input and opinion is greatly valued (which it should be!). The post-sale survey. The post-onboarding survey. NPS surveys.

Surveys 83

Surveys industry standards Feedback SaaS 83

Hello Customer

OCTOBER 13, 2021

Download our eBook: "NPS, CSAT or CES? These include: Long Form Surveys. Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. NPS and CSAT Surveys are efficient ways to get into the minds of your customers about very specific areas of business and pinpoint pain points. Voice of Customer Templates.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

ClientSuccess

MARCH 22, 2022

There are multiple ways to conduct NPS surveys at both a high and user level. Here are some tips and tricks for conducting your first NPS survey: Collecting end-user data is critical. First and foremost, you want to collect survey responses from end-users. Make the survey engaging and easy to complete. Keep in mind.

Surveys 79

Surveys Feedback 79

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. The problem is unlikely to be the survey design (though that’s possible). Maybe this step sounds like too much in-depth work to do when you have survey results to turn around. More likely, the problem is that you really need to improve!

Surveys 86

Surveys Customer Service Consulting Consulting 86

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. How do I use relationship surveys?

Surveys 75

Surveys B2C B2B Airlines 75

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Let’s jump into this and we’ll start with the type of distribution of survey emails.

Surveys 78

Surveys SaaS Feedback B2B 78

Customer Relationship Metrics

JULY 19, 2017

Where’s the fun in Customer Satisfaction Surveys? In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. There is a lot of misguided information on customer satisfaction survey methods.

Surveys 65

Surveys Contact Center Customer centricity Marketing 65

ProProfs Blog

JUNE 25, 2021

These are popup surveys in action! Organizations worldwide are increasingly using popup surveys to collect real time feedback from their website visitors or target audience. So, what makes it different from a normal longform survey? Unlike a normal survey, popup surveys appear at a predetermined time on the website.

Surveys 78

Surveys Feedback Chatbots Customer Support 78

Aspect

JANUARY 17, 2020

According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees. Learn more about gamification and performance management solutions in our eBook, Realizing the Full Potential of your Contact Center with Performance Management. As it turns out, I’m not alone.

Gamification 144

Gamification Contact Center Surveys Management 144

Beyond Philosophy

MARCH 7, 2024

Emotions are why people will say one thing on a survey and, in real life, do something else completely. The survey responses came back that people wanted the option to get a salad. Most likely, the respondents didn’t even know what they wanted to eat at Disney, or they did know but didn’t want to say so on a survey.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Learn more about Net Promoter Score surveys. This is simple when you integrate surveys with Salesforce. Product surveys can help you do that.

Customer retention 156

Customer retention B2B Surveys B2C 156

Fonolo

MAY 22, 2018

Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

GetFeedback

AUGUST 10, 2018

How to Improve Lead Quality with Pre-Sales Surveys. Pre-sales surveys help you do just that. Here are a few ways you can integrate surveys into your pre-sales process. Add website surveys to your top conversion pages. Surveys aren’t just for feedback. Surveys aren’t just for feedback.

Surveys 60

Surveys Sales Feedback B2B 60

CustomerGauge

JANUARY 15, 2016

The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. By measuring customer loyalty you can identify customer experience weak points that need improving, but to do this, you need to know how to conduct Net Promoter surveys. 1 – How to Begin a Net Promoter Survey.

Surveys 113

Surveys Construction Feedback Wait times 113

Comm100

OCTOBER 25, 2021

Millennials and Gen Z show a strong preference for digital communications, with 60% of those surveyed under 35 saying that they “ hate calling people ”. If you want a more in-depth look into how digital communication can improve student engagement, take a look at our new eBook. Get ebook now. Free eBook. Comm100 eBook.

Education 98

Education Chatbots Surveys Customer Experience 98

Satrix Solutions

FEBRUARY 26, 2018

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. Provide an estimate of how long the survey might take.

Surveys 60

Surveys Feedback Best practices Management 60

GetFeedback

DECEMBER 26, 2018

Survey customers. Customer surveys are one of the best tools you can use to measure brand perception. There are a variety of survey types that capture feedback at critical moments of the customer journey. A product survey measures product satisfaction and stickiness. Download the new ebook to learn more.

Surveys 104

Surveys Feedback Customer Care Customer Experience 104

ClientSuccess

APRIL 5, 2022

Did you know you can ask more than one question in an NPS survey? While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Why expand your NPS survey? NPS survey questions to consider .

Surveys 52

Surveys Feedback SaaS 52

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Download your copy here.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. According to the survey conducted by AT&T, well-known telecommunication companies, the most callers hang up after an average of 1 minute and 55 seconds of being on hold.

Call Center 52

Call Center Metrics Abandon rate Management 52

BlueOcean

JANUARY 8, 2019

Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

outsourcing 119

outsourcing Advertising Customer retention Customer Care 119

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

GetFeedback

AUGUST 14, 2019

Of all the satisfaction surveys out there, it’s easy to argue the CSAT is the most straightforward. For example, content and education-based businesses are using CSATs to understand the value of an ebook or a blog post by administering a survey after a user has consumed information. They aren’t providing specific feedback.

Surveys 107

Surveys industry standards Banking Education 107

PeopleMetrics

JUNE 16, 2016

In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. If you’re interested in getting our banking research, then click the image below to download your copy of our ebook. But it’s uncommon for them to have a system for acting on that feedback.

Customer Experience 118

Customer Experience Banking Feedback Surveys 118

Influitive

OCTOBER 11, 2015

The 2015 B2B Buyer’s Survey Report found that 20% of respondents consider peer recommendations one of the top information resources when researching potential vendors (along with web research and analyst reports). Download my free eBook now. How To Measure The Value of Advocate Marketing. Xactly’s prestigious social award wins.

B2B 111

B2B Marketing Best practices Feedback 111

ClientSuccess

JULY 20, 2022

Implement a regular feedback (aka survey) schedule and stick to it: . All customer success organizations leverage some sort of feedback system through surveys, NPS, or Customer Health Scoring. eBook: 3 Steps To Putting Your Customer First This Year. Follow up when new processes are implemented: .

Feedback 89

Feedback Surveys Accountability 89

SharpenCX

JULY 21, 2021

Through direct feedback in surveys, Marriott learns from their customers. And with employee surveys , Marriott can measure their employee engagement to see how it impacts business. Marriott needs to use data to deliver such a personal and seamless experience. They understand the importance of knowing their customers.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. Download this eBook to discover our KPI data findings from Techsee’s client network . CSAT is measured by asking a basic question on a customer feedback survey. CSAT vs Other Customer Service Metrics.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

ChurnZero

MARCH 3, 2022

Download this eBook to learn how to crust your SaaS Customer Onboarding. This is our latest annual survey brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Get access to the survey results here to understand the influence CS has within SaaS organizations today.

SaaS 98

SaaS Customer retention Surveys Consulting 98

PeopleMetrics

OCTOBER 14, 2015

Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged. Check out the ebook below to learn how to make the prospect experience better, so you can keep your customer base growing.

Employee engagement 92

Employee engagement Customer centricity Surveys 92

ClientSuccess

JANUARY 24, 2023

Many factors come into play when determining a customer’s health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more. Without the proper tool, these metrics are often spread across multiple systems such as CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, and Notes.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Surveys 52

Surveys Customer Service Self service Chatbots 52

Hello Customer

JUNE 21, 2021

One solution is to print a QR code on the packaging that leads to a survey. Net Promoter Score) survey will already point you towards some insights about why people love your brand. (Net Net Promoter Score) survey will already point you towards some insights about why people love your brand. Check out our free ebook about NPS

Customer centricity 98

Customer centricity B2C Surveys Feedback 98