ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey. NPS surveys.

Surveys 83

Surveys industry standards Feedback SaaS 83

ClientSuccess

JULY 20, 2022

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. Tips for soliciting qualitative customer feedback. Here are some tips to keep in mind when it comes time to collect customer feedback: 1. Record impromptu feedback: .

Feedback 89

Feedback Surveys Accountability 89

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. A word about customer survey fatigue. The right content marketing survey questions.

Surveys 84

Surveys Marketing Healthcare Feedback 84

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

delighted

JULY 30, 2020

In this guide, we’ll break down easy-to-use survey types and suggest questions to include in your return-to-school pulse surveys to help prioritize feedback for a safe and comfortable start of the semester. Crafting your return-to-school survey. Customizable survey templates for return-to-school feedback.

Surveys 83

Surveys Education Feedback Personalization 83

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This can involve recognizing and rewarding top-performing agents, as well as providing opportunities for agents to give feedback and contribute to process improvements. The webinar is free. Read the outline and join me!

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Hello Customer

MAY 7, 2020

Earlier this week we hosted a great webinar featuring our board member and early believer Rik Vera. As a company, if you want to reinvent yourself or experiment with new processes, involve your customers and ask for their feedback. In turbulent times, reply on short feedback loops.

Feedback 75

Feedback Surveys Engineering Personalization 75

JivoChat

MARCH 29, 2022

During the pandemic, webinars have grown in popularity as an alternative to in-person events. Considered by 73% of marketers as the best way to generate quality leads, Webinar is a valuable marketing tool, which you can use for different purposes. What is a Webinar? Types of Webinar. Lead Generation.

Education 75

Education Surveys SaaS Personalization 75

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 78

Feedback Best practices Surveys Enterprise 78

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

CCNG

SEPTEMBER 11, 2024

Optimizing Remote Workforce The shift towards remote work in contact centers is here to stay, with CCW Digital Surveys indicating that 68% of contact centers plan to maintain remote work post-pandemic due to increased agent productivity. McKinsey reports suggest that personalized customer experiences can lead to a 10-15% revenue increase.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Genroe

OCTOBER 17, 2023

Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data.

Surveys 52

Surveys Customer Experience Feedback 52

Callminer

NOVEMBER 6, 2018

Instead they rely on random feedback surveys or random quality assurance of calls. Learn more results from our CallMiner Index at our upcoming webinar Stop Losing Customers By Listening To Them With Speech Analytics including: • Which sectors have the biggest churn rates and how that has changed in the last five years. •

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

PeopleMetrics

FEBRUARY 25, 2021

New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. We highlight: Features we added in 2020. The new features we're adding this year. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Management 108

Management SaaS Surveys Feedback 108

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

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Employee engagement Surveys Feedback Analytics 147

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

Toister Performance Solutions

APRIL 30, 2019

I recently hosted an "Ask Me Anything" webinar. The webinar wasn't recorded due to a technical issue. In other words, I didn't launch the webinar properly so the recording could be saved. Q: Are surveys and other feedback methods becoming obsolete since social media gets a quicker response? Not at all!

Customer Service 61

Customer Service Advertising Feedback Surveys 61

Cisco - Contact Center

MAY 13, 2020

According to Cisco’s global contact center survey , more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Join our Webinar. Register for our 45-minute webinar today. Learn More.

Customer Experience 69

Customer Experience Contact Center contact center solutions Analytics 69

Genroe

OCTOBER 17, 2023

It starts right up front with the […] The post How to Calculate and Use Survey Sample Size [On Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue.

Surveys 52

Surveys Customer Experience Feedback 52

PeopleMetrics

MARCH 25, 2021

3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Surveys 62

Surveys Analytics Feedback Accountability 62

Totango

JUNE 3, 2022

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. The webinar is available at [date, time]. Feedback Request Email Template.

Feedback 113

Feedback SaaS Surveys Accountability 113

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. A European insurer uses AI to use the data and the feedback to determine the next best action.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Adding a call-to-action in their email signatures inviting customers to take a quick, four-question survey about how they’ve been impacted by COVID-19. The second was an internal forum to share positive customer feedback.

Morale 72

Morale Education Surveys Accountability 72

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. Taking a step back, asking for customer feedback, and then putting this feedback into action is a great way to re-center and re-focus on what is essential.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark B2C Surveys 123

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

ProProfs Blog

NOVEMBER 19, 2021

And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback. It makes surveys intuitive and helps you collect easy-to-analyze and accurate data.

Finance 147

Finance Surveys Feedback Education 147

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. A three-question survey isn’t too short. Ask Less, Learn More.

Feedback 55

Feedback Surveys Contact Center Best practices 55

Fonolo

JUNE 20, 2018

In the midst of an increasingly digital space, where human interactions and considerations have the potential to get lost in the mix, it’s easy to forget that most of us are in the business of people; consumers are the heartbeat of our companies, and their feedback and acknowledgement of our good work can keep us chugging along.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Customer advocacy 104

Customer advocacy Feedback Surveys Customer Experience 104

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

Lumoa

APRIL 8, 2024

You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. Sign up for our webinar to learn more ! New guides in the Knowledge base to level up your Lumoa experience ????

Surveys 78

Surveys Feedback Management Personalization 78

Genroe

OCTOBER 17, 2023

About 3 minutes after your first customer feedback or NetPromoter survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack?

Best practices 52

Best practices Surveys Feedback Customer Experience 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

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

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.

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Call Center Management Agent burnout Employee engagement 150