Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Personally, I think these fears are largely unfounded. The post Artificial Intelligence in 2017: the Next Step for Enterprises?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Trust allows your Customers to feel comfortable handing you their business (and personal information).

Self service 402

Self service Best practices Customer Experience Call Center 402

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. This is when email surveys step in to help you measure your marketing efforts and assess what needs improvement. . © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2020.

Feedback 66

Feedback Best practices Surveys Metrics 66

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. Talk to Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform. After all, not all blogging platforms are created equally, and choosing wrong can negatively affect the whole experience. You can find her on LinkedIn.

Chatbots 53

Chatbots Finance Marketing Surveys 53

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Comm100

MAY 31, 2023

Since 2017, postsecondary enrollment in the US has fallen by 9%. This blog will explore five marketing strategies to increase enrollment that are cost-effective, proven, and easy to adopt. This first-hand, in-person experience can really help to create connections.

Marketing 72

Marketing Education Advertising Finance 72

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. From the sales side you want your reps making personalized, high value calls. For inbound, analytics is key.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? 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. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Clarabridge

MAY 2, 2017

Using Clarabridge’s CX Studio, Jon and his team collated a wealth of rich customer feedback––from surveys, call centers and more––into one central hub to capture the true voice of the customer. Come back to our blog tomorrow for a recap of Day 2 at C3!

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40

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

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. Sponsored pieces in newspapers, promotional Instagram videos with influencers, podcasts, and editorial blogs should be included in a good strategy. Customers appreciate personalization.

Customer Experience 319

Customer Experience Entertainment Sales Healthcare 319

Aspect

JUNE 5, 2018

Here’s proof: According to Gartner’s 2017 Customer Experience Survey, 81% of organizations say they expect to be competing mostly or completely on the basis of the customer experience in the next year. 68% of the consumers we surveyed last year said they did more business with companies last year because of good customer service.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

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

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

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.” respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” ” – E. . “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Proactiveness.

Call Center 126

Call Center Best practices call center software CRM 126

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. Our favorite chart: The State of Customer Service 2017. Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Benchmark 89

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

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. Adobe also found that 22% of voice assistant owners said that they shop using voice commands.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience. Utilize live chat features like pre-chat surveys to know what sort of issue your customers have before they begin typing.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

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

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Aspect

JULY 11, 2018

In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work. While Aspect’s agent survey provides several insights that can help answer this question, they do not come without complication. So let’s take a look at exactly how happy agents really are. Respect them. Equip them.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

ProProfs Blog

SEPTEMBER 17, 2021

This blog guides you on the actionable ways to improve employee experience and create a productive workplace. Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. Read more: Your Ultimate Guide to Employee Engagement Surveys.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Toister Performance Solutions

JULY 26, 2018

Beckwith tried calling, but wasn't able to get a live person on the phone. As he wrote on the ICMI blog , his enthusiasm for Chick-fil-A has suddenly dampened. The same survey found that even the phone forecasts were lacking. Companies failing to respond to customers is an epidemic. and Canada. Register Now. Subscribe via Email.

Contact Center 72

Contact Center Consulting Consulting Benchmark 72

NICE inContact

OCTOBER 15, 2018

With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. Every person has a different understanding and perspective of everything in general.

Management 162

Management Customer Service Best practices Entertainment 162

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. A few staff meetings.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Etech GS

FEBRUARY 5, 2019

How well would your company perform if every person on your team was a clone of you? It seems ridiculous when you say it that way, but Forbes reported in October 2017 that fully 70 percent of workplace initiative falls short of the goal due to a lack of employee engagement. This blog was first published on LinkedIn.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

Multichannel 47

Multichannel Surveys Feedback Best practices 47

COPC

OCTOBER 25, 2017

We will review each one of these during this four-part blog series, and they are: Part 1: What channels do we offer, and what are our customers using? Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Customer Surveys. More on this in the next blog post in this series.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

airespring

APRIL 16, 2018

Recent large-scale mergers and acquisitions are so numerous and dramatic that 2017 could well be called “The Year of the Greatest Telecom Mergers and Acquisitions in History.” If you are a mid-market enterprise, responsive, personalized customer care matters most and it is a scarce commodity in the post-merger environment.

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48