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

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.

Call Center 136

Call Center Surveys Coaching Best practices 136

Beyond Philosophy

JUNE 9, 2015

But I am skeptical—not that I would know personally. My worry for them is like me they have built up a group of people that passionately dislike them. O’Leary’s reaction to the results was that if their profits and revenue were increasing, then this survey was an attempt for the firm to get publicity.

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. Find that person—or those people—and you’ll get feedback that’s worth a lot more than the cost of a few donuts! I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment.

Coaching 323

Coaching Feedback Customer effort Surveys 323

ProProfs Blog

OCTOBER 30, 2021

In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users. 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. But there’s a catch.

Surveys 139

Surveys Best practices Construction Analytics 139

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. Now I can practically hear some of you sighing and saying, “How on earth am I supposed to know if a person is a morning person or a night owl?”

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

AUGUST 20, 2022

Many customers want a proactive experience because it feels more personal, improving consumer satisfaction. It makes a person feel more important and appreciated when a system tries to recognize what they want. Complete this short survey. There are benefits to customers with proactive experiences. Organizations benefit, too.

Consulting 56

Consulting Consulting Customer retention Surveys 56

ShepHyken

DECEMBER 28, 2018

So, it stands to reason that this group is in search of ease of use when it comes to all things “online.” Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. And again, any time a member of this group can “chat” with a peer about a situation, they will.

Customer Service 268

Customer Service Self service Customer Support Scripts 268

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. The app is always learning, constantly running micro tests with user groups. My Comment: Our annual CX research finds that customers want a personalized experience. This article proves that personalization is a powerful way to keep and grow your customers.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

ShepHyken

APRIL 30, 2024

For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. My sister used to work with companies to rewrite complicated software manuals so the average person could understand them.

Entertainment 258

Entertainment Consulting Consulting Surveys 258

Beyond Philosophy

NOVEMBER 15, 2019

As I surveyed the group, I felt like I was with “my people.” It could be that the only thing I had in common with every other person in that store was that I like Apple products. However, that is enough for me to feel like I am part of the group, the In-Crowd, as it were.

Consulting 240

Consulting Consulting Surveys Marketing 240

TechSee

DECEMBER 22, 2019

This group may be bigger than many companies realize, with new data indicating that only 9% of customers manage to fully resolve their issues through self-service channels. The post Successful Call Center Agents Share This Personality Type appeared first on TechSee. Seven types of successful contact center agents.

Call Center 124

Call Center Personalization Contact Center Self service 124

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. One of the things that came up in the Edelman Trust Barometer survey was that people tend to trust companies that treat their employees well. Translating Trust.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

JULY 12, 2018

A belief is a grouping of opinions, values and attitudes about subjects. The belief is based on personal expertise or experience. It’s based on my personal experience because I use Apple products all the time. We find it reveals different information than a survey question. Objective findings are verifiable facts.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JUNE 15, 2018

We then allocate our available funds to the different groups. How else is a person going to pay for an airline ticket in 2018? Now, to be clear, I don’t mean a shallow survey or a quick question here or there. We use subjective criteria to establish different categories of spending for ourselves. Money order? Cashier’s check?

Airlines 360

Airlines Accountability Consulting Consulting 360

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. About Principal Financial Group Principal Financial Group and affiliates, Des Moines IA is a financial company with 19,000 employees.

Analytics 119

Analytics Interactive Voice Response Average Handle Time Contact Center 119

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. “Before even thinking of implementing new ideas – new programs and experiences should always be prototyped and piloted with a small group of test employees.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

SEPTEMBER 21, 2018

They benefit from the personal touch, an email complaint will often be dealt with via email only, which can be okay, but consider offering a phone call. 70% of customers leave a company because of poor service, which is usually attributed to a salesperson’ – (Source: Peppers & Rogers Group). ‘67%

Customer Experience 279

Customer Experience Big data Technology Chatbots 279

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

MARCH 31, 2021

Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Conduct a Focus Group. By the way, if you can’t meet in person, you can always do a virtual focus group. Focus on Feedback.

Feedback 191

Feedback Surveys Sales Customer Service 191

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

CCNG

APRIL 6, 2022

We asked and discussed the question: "What are you doing as a company to set up training programs for those who want to lead (not all people want to), and truly pick the best person for the job based on their ability to lead?" ?With We were able to discuss a couple of different cultural styles.?

CCNG 195

CCNG Surveys Personalization Management 195

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive! Listening Sessions.

Consulting 173

Consulting Consulting Contact Center Surveys 173

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

Beyond Philosophy

APRIL 3, 2021

Oxford University’s anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain’s capacity. In this episode, we discuss Dunbar’s number and its implications for our personal and business relationships. Complete this short survey.

Management 195

Management Consulting Consulting Surveys 195

Beyond Philosophy

MAY 24, 2016

My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can have a significant on the product and service vendor decisions individuals make in the marketplace. Michael Lowenstein, Ph.D.,

B2B 236

B2B Government B2C Consulting 236

ShepHyken

AUGUST 19, 2022

In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in. Do they interact with the customers in a personable and effective manner?

Scripts 227

Scripts Customer Experience Employee engagement Best practices 227

ShepHyken

OCTOBER 21, 2022

If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. When you make customer experience the forefront of your marketing efforts, you fulfill customer needs with a personalized approach. .

Marketing 203

Marketing Customer Experience Customer centricity Consulting 203

ShepHyken

SEPTEMBER 9, 2019

My Comment: So, on the topic of loyalty programs, this second in our TOP FIVE roundup is a perfect follow-up to the first article in the group. If experience in customer service is not part of her background and her personality isn’t going to fit, all the degrees and high levels of intelligence may not be enough.

Customer Service 258

Customer Service outsourcing Surveys Marketing 258

Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Coaching Surveys 196

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

NOVEMBER 15, 2023

A colleague who knows which prompts your chatbot needs to address and how much personalization is too much? For example, if a general customer satisfaction survey signals lower satisfaction levels on a certain day of the week, focus groups or customer interviews can then dive into the potential reasons.

Morale 163

Morale Feedback Upselling Surveys 163

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. This occurs because agents end up bypassing regulation to satisfy ‘an angry customer’ who is actually a thief attempting to obtain critical personal information.”

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

FEBRUARY 27, 2019

You can choose to perform this for either a particular customer or for a group of customers with some common attributes. Usually executed in person, on the phone, or through email. Choose a customer survey methodology that aligns with your brand. Aim to be anticipatory. Realize the type of response that your customer craves.

Best practices 174

Best practices Journey mapping Surveys Feedback 174