Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

CX Journey

APRIL 26, 2017

It was published on their blog on July 6, 2016. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

Surveys 63

Surveys Feedback Marketing 63

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Unknown VP of Marketing circa 2016 A.D. The post Survey Analysis: What Makes The Best Support Teams Tick? appeared first on Customer Experience & Cloud Call Center | Aircall Blog. What does it mean to be “The Best”?

Surveys 86

Surveys CRM Education Metrics 86

Toister Performance Solutions

AUGUST 10, 2017

It's the most common question I get about surveys. So my clients want to know, "What is a good response rate for our customer service survey?" My advice to clients is to use a different set of criteria for judging their survey responses. Here's how to evaluate your own survey response rate the same way I do.

Surveys 48

Surveys Feedback Metrics Customer Service 48

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. If you haven't already, we invite you to subscribe to our blog ! We're getting ready for another great year in 2016, and we're looking forward to writing more for you to enjoy. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Callminer

DECEMBER 17, 2019

A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” “In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Taylor Reach Group

MAY 1, 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 ). Survey Them. is better than a bunch of yes/no answers.

Consulting 140

Consulting Consulting Surveys Feedback 140

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Customer Service 0

Customer Service Self service Advertising Airlines 0

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers.

Surveys 64

Surveys Metrics Feedback Customer Experience 64

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Nicereply

MAY 20, 2021

Customers receive a CSAT survey first upon closure of their support ticket. Then, we monitor the change in their service experience by keeping an eye on CES and finally, the NPS survey that they will receive a few days later.”. Blueberry Market’s CEO Dean Hyde started the company in 2016. “He Company Culture.

Metrics 98

Metrics Marketing Feedback Surveys 98

Nicereply

JUNE 1, 2021

NPS and CSAT have been an important performance indicator for Argeweb since 2016, but the tools they have used in the past were developed and maintained by their own development team. This makes a big difference because only a certain number of customers we invite for a survey actually fill it in. Company culture. Happy Employees.”.

APIs 99

APIs SaaS Surveys Feedback 99

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Iq Food Co. does not take cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Beyond Philosophy

SEPTEMBER 28, 2016

It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Excited about trying to remember all the places you use that password and those security questions? Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. There is lots of current research evidence to support the roles, and power, of an influencer.

B2B 236

B2B Government B2C Consulting 236

CustomerGauge

FEBRUARY 9, 2017

More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December).

Surveys 114

Surveys 114

Beyond Philosophy

DECEMBER 19, 2017

in 2016 to 7.75 Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Brands in the U.S., however, rose from 7.42 To download the full report, please click here.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

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!

Consulting 173

Consulting Consulting Contact Center Surveys 173

CustomerGauge

APRIL 12, 2017

In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

Benchmark 97

Benchmark Surveys 97

Beyond Philosophy

OCTOBER 4, 2018

Cognitive depletion is a concept we discussed in our book, The Intuitive Customer (Palgrave Macmillan, 2016). You can put it on a customer service survey or glean it from a customer quiz. These informative podcasts are designed to expand on the psychological ideas behind understanding customer behavior. Cognitive What?

Government 353

Government CRM Personalization Customer Experience 353

Nicereply

JUNE 17, 2021

Cooleaf is based out of Atlanta and started back in 2016. After some research, the Customer Success and Support team at Cooleaf chose to utilize Nicereply, which integrated with Front and allowed them to seamlessly add the in-signature survey at the bottom of each email. “We Canada, and Europe. Company culture. Customer is king.

Feedback 105

Feedback SaaS B2B Education 105

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

Mindtouch

JULY 21, 2016

During that discussion, we touched on setting up reason codes that are aligned to your survey responses for deeper analysis. Remember, your reason codes don’t always have to apply to negative survey responses, use them for your promoters to so that you can categorize how you’ll utilize them. What is a reason code? Response Date.

Surveys 54

Surveys Metrics Accountability Sales 54

HGS

OCTOBER 26, 2016

Over the next few months, we’ll dedicate a blog to each of these CX game changers. According to a recent eMarketer survey , nearly one-third of the world is using social media this year. Wed, 10/26/2016 - 16:34. Here we dissect Disrupter No. 7, Social Profiling, highlighting essential CX strategies. . Customer Experience.

Construction 100

Construction Personalization Surveys Feedback 100

Toister Performance Solutions

MAY 31, 2018

Advertising disclosure: This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Then CEO John Stumpf wrote to employees in September 2016 to assure them that Wells Fargo was customer-focused.

Advertising 70

Advertising Banking Sales Surveys 70

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With every year since 2016 being labelled the ‘year of the bots’, you wouldn’t be alone in ignoring this trend. With expanding expectations comes expanding channels.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. 10 December 2016. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S.

Wireless 285

Wireless Consulting Consulting Airlines 285

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process.

Surveys 79

Surveys Feedback Benchmark Education 79

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up.

Surveys 98

Surveys Marketing Customer Support Sales 98

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. in 2016 to 5.3%

Call Center 89

Call Center Contact Center B2C Benchmark 89

Customer Interactions

AUGUST 2, 2016

In this week’s bumper summer edition of our CMO Perspectives blog Andrew Hausegger [CMO.com.au] asks what does the CMO of 2017 look like; Kimberlee Morrison [Adweek.com] summarizes a report on social customer service; Marketingprofs.com presents the results of a survey on which emerging technologies will have the biggest impact on the CX; Tim Nudd (..)

Marketing 30

Marketing Surveys Technology Customer Service 30

Customer Interactions

OCTOBER 27, 2015

​Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience.

Surveys 53

Surveys Sales Marketing Customer Experience 53

Aspect

FEBRUARY 7, 2018

According to Accenture’s just-released Digital Consumer Survey , sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. And that is still very true today. But ignoring customer service trends can be equally devastating.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. You may conduct a company-wide survey or let the team leaders interview employees one by one.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88