ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Education 153

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. Creating a customer experience roadmap is not an easy exercise. It takes time.

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

Interaction Metrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of customers’ irrationality: It is standard practice for Customer Experience teams to undertake a customer survey to determine why customers did what they did. This exercise will not reveal the real reasons customers decided to buy.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

SEPTEMBER 26, 2018

Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. By that, I mean with a customer survey in the mail or online, etc. NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

Beyond Philosophy

OCTOBER 4, 2018

For example, in segmentation exercises, you could use morning person/night owl as criteria for categorizing a group of customers so you can address their needs appropriately depending on the time of day you work with them. You can put it on a customer service survey or glean it from a customer quiz. My advice is to ask them.

Government 353

Government CRM Personalization Customer Experience 353

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

TeleDirect

MARCH 20, 2025

Use role-playing exercises to simulate challenging interactions. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. A: Use post-call surveys, social media monitoring, and NPS surveys to collect valuable customer insights. Monitor online reviews and social media comments.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Beyond Philosophy

JANUARY 28, 2023

14:25 Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). Complete this short survey. 11:42 We lead into the first question about segmentation and how it should serve your organization.

Consulting 221

Consulting Consulting Sales Surveys 221

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 182

Customer Experience Journey mapping Entertainment Engineering 182

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months.

Education 170

Education Consulting Consulting Surveys 170

ShepHyken

DECEMBER 30, 2016

This was 10 percentage points higher as compared to a similar survey conducted in 2011. In fact, another survey found that consumers are increasing their spending based on organic foods as opposed to merely looking at the ingredients. Consumers are bound to punish those companies that mislead them.

Surveys 220

Surveys Accountability Management Customer Service 220

Beyond Philosophy

FEBRUARY 1, 2024

Our readers enjoy $ 500 off their first YouGov survey. Moreover, their responses to a survey question might be a little different. Or they know, but don’t want to admit it on a survey. For example, my podcast partner and I did a survey using YouGov’s self-service platform. The results were funny. It’s also easy to use.

Surveys 195

Surveys Self service Marketing Feedback 195

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? We undertake this exercise by asking a lot of questions. Complete this short survey. What did you do during the lockdown? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Please tell us how we are doing!

Consulting 170

Consulting Consulting Finance Healthcare 170

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

ProProfs Blog

JULY 30, 2021

As a survey creator, it is natural for you to expect encouraging and reliable responses to your surveys. With an enhanced survey response rate, the chances of collecting accurate data increases. But unfortunately, not all surveys are error free. Survey bias can be reduced with careful research and planning.

Surveys 78

Surveys Morale Feedback Journey mapping 78

Real Blue Sky

NOVEMBER 25, 2024

Yet, only 42% of organizations offer emotional intelligence training, according to a Lee Hecht Harrison Penna survey, highlighting a broader challenge: emotional agility receives even less focus. Tools like journaling and mindfulness exercises can help them stay in tune with their feelings and improve their interactions.

Construction 52

Construction Morale Feedback Coaching 52

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

Surveys 195

Surveys Consulting Consulting Metrics 195

TeleDirect

MARCH 20, 2025

Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices. A: Training should include real-time scenarios, role-playing exercises, and continuous learning opportunities to develop both technical and soft skills.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

ShepHyken

MARCH 14, 2022

If you haven’t done this exercise before, it’s time. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

Journey mapping 187

Journey mapping Customer Service Entertainment Call Center 187

Beyond Philosophy

APRIL 21, 2021

Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Complete this short survey. Key Ideas to Improve your Customer Experience. 27:35 Ten-Pow reveals the key to implementing successful CX Transformation processes: Pace.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. According to the Harvard #Business Review, 71% of managers surveyed said #employeeengagement is an important factor in the overall success of a company. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Beyond Philosophy

APRIL 2, 2022

This exercise demonstrates how customers’ expectations develop. Complete this short survey. So, how did these images and adjectives get there? My guess is these descriptions come from books or movies people might have read or seen, or stories they heard over the years in school. Please tell us how we are doing!

Journey mapping 34

Journey mapping Construction Consulting Consulting 34

TeleDirect

MARCH 14, 2025

Use role-playing exercises to simulate real-world customer scenarios. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Training strategies for call center agents: Conduct regular coaching and skill-building sessions. Provide training on effective communication and problem-solving.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

TeleDirect

FEBRUARY 3, 2025

Offer role-playing exercises to prepare for different scenarios. Use post-call surveys to gather insights. Encourage Continuous Training & Skill Development The best inbound call centers invest in ongoing training for agents to stay updated on products, policies, and customer service techniques.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

aircall

JANUARY 16, 2017

Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. First, let’s look at how crafting an effective customer satisfaction survey can benefit your business. In-app surveys.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

CSM Magazine

NOVEMBER 18, 2024

A comprehensive survey found that 68% of call center agents reported experiencing eye strain or tiredness, 66% reported headaches, and 53% experienced blurring of vision. During an eye exam, the optometrist can recommend specific lenses or exercises tailored to your needs, ensuring you have the best possible protection against eye strain.

call center professionals 52

call center professionals Call Center Contact Center Surveys 52

Beyond Philosophy

OCTOBER 3, 2024

Usually, with clients and in workshops, I use the following exercise: Close your eyes and imagine you have just landed in the Congo. However, you should ensure that these adaptations are based upon solid customer feedback from reliable sources, whether surveys, social media, or CRM (customer relationship management) systems input.

Call Center 221

Call Center Technology CRM Management 221

delighted

MAY 24, 2019

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. What are biased survey questions? Leading questions.

Surveys 60

Surveys Feedback Customer Experience Accountability 60

CX Accelerator

DECEMBER 31, 2018

I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). She even includes several exercises in the book. Nate recently turned me onto OfficeVibe which can help you measure employee engagement. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ProProfs Blog

JANUARY 17, 2020

It is also crucial that you send surveys post-purchases too. Takeaway: “Do a thorough review and, if possible, make it a collaborative exercise. But, in this exercise, it’s crucial to ensure no employee feels demoralized. Takeaway: “Create a template for a post-recovery survey. ” #3.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ShepHyken

AUGUST 6, 2023

Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise. My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. as of 2023 and minimum federal wage of $7.25

Customer Service 156

Customer Service B2C Customer retention Government 156

Nicereply

FEBRUARY 2, 2024

You want to confirm the success, so you send out a survey to all the attendees. But here’s the catch: those survey questions slyly nudge people towards certain answers. When you’re on the other side attending an event, you get hit with survey questions that seem to be trying to lead you to respond in a particular way.

Surveys 69

Surveys Feedback Education Best practices 69