ShepHyken

JUNE 15, 2018

These chatbots find use cases with companies in the form of inbound funneling, requesting standard customer details to be filled out, or even gather feedback via a survey. Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken. Conversely, if you have a positive experience with a company, you may become an advocate. When we advocate for a business, we recommend it to other people.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

Customer Service 193

Customer Service Entertainment Customer Care Customer Experience 193

ShepHyken

JANUARY 5, 2018

For businesses, a study from McKinsey customer experience survey showed that when companies provide a low effort experience throughout the entire customer journey saw 10-15% increases in revenue and a 20% in customer satisfaction. Read Shep’s latest Forbes Article: Ten Customer Service And CX Predictions For 2018. The takeaway.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

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 What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? How to overcome those challenges? Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Next, our team took the stage to talk about the power of surveys + email marketing. We ended the day with a deep-dive into survey distribution. Later, we talked to Salesforce about how they use event surveys to deliver an amazing Dreamforce attendee experience.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex.

Customer Support 59

Customer Support B2C B2B Surveys 59

GetFeedback

JULY 4, 2019

Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a shame because it’s an essential part of getting the best survey results. If your respondents have a difficult time answering your questions because of how poorly designed your survey is, they just won’t bother.

Surveys 60

Surveys Customer Experience 60

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

Benchmark 75

Benchmark Surveys 75

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex.

Customer Support 54

Customer Support B2C B2B Surveys 54

Customer Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. Here’s a link to FAQ’s about the Ratings.

Transportation 53

Transportation Airlines Banking Surveys 53

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

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

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. In 2018, 37% of The Best teams will receive a hiring-budget-increase, compared to just 12% of Everyone Else.

Surveys 86

Surveys CRM Education Metrics 86

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

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.” ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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. 30 April 2018. < 30 April 2018. < 2 April 2018. 2 May 2018. < 29 April 2018. 30 April 2018. < 29 April 2018. 30 April 2018. <

Wireless 284

Wireless Consulting Consulting Airlines 284

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. Surveys provide a positive engagement with your customer. Surveys can collect and prioritize new ideas. Need Customer Surveys?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Shep Hyken (@Hyken) February 1, 2018. You can follow his writing on the HelpScout Blog. — Jeanne Bliss (@JeanneBliss) January 28, 2018.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Help Scout

AUGUST 15, 2018

It’s been just over a year since Help Scout last conducted our first demographic survey and shared the findings publicly. Last year’s survey was enlightening: Our company, then about 60 remote people, had moved closer to gender parity — 59% men, 41% women and non-binary people. Don’t forget the ‘I’ in D & I. The results are in.

Surveys 40

Surveys Engineering Feedback Personalization 40

Toister Performance Solutions

JANUARY 23, 2018

The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard. The survey was doing nothing to help the company improve customer experience or service. That's great!"

Surveys 54

Surveys Wait times Management Customer Service 54

Stratifyd

OCTOBER 4, 2018

The companies are chosen based on employee surveys, and this year, the Stratifyd workforce showed love for the company in a big way. 16, 2018. Each year, the Charlotte Business Journal honors companies in the area for having benefits, policies, and practices that make them some of the most desirable places to work.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71

Altivon

OCTOBER 11, 2017

The Auto Club Group is able to leverage call telemetry to connect multiple interactions to a specific postal survey and analyze interactions both good and bad for future coaching and training. The full recording is available at “ Preparing Your Contact Center for 2018 ”. Data Mining and Analytics.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Beyond Philosophy

JUNE 15, 2018

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. If you enjoyed this post, you might be interested in the following blogs and podcasts: How We Make Decisions—Prospect Theory. I wasn’t keen on booking that flight. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Toister Performance Solutions

OCTOBER 8, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. The first study was published in 2018 by Yanfen You. Far more guests completed the survey when they were thanked.

Advertising 114

Advertising Surveys Customer emotions Wait times 114

Aspect

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Our survey found that 72% of consumers would rather interact with a happy agent and have the experience take longer.

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Avaya

DECEMBER 13, 2017

According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. We’ve put together a simple CX Readiness Survey to help you assess your current state, and determine where to go next. Take the survey and let us know if you have any further questions.

Customer Experience 119

Customer Experience Analytics Surveys Technology 119

DigitalGenius Blog

SEPTEMBER 11, 2018

We've just published the results of our exclusive survey of customer service leaders across North America, and have made them available in a downloadable guide.

Surveys 40

Surveys Customer Service 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Provide Support

AUGUST 2, 2018

Most customers ignore survey requests unless they have something very positive or very negative to say. The main reasons for this are that surveys often reach customers at inconvenient time and the customer doesn’t see any real value for themselves in completing the survey. Published in Provide Support Blog , 2018.

Feedback 74

Feedback Surveys Customer Experience Customer Service 74