Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Customer perception has never mattered more. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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 157

Best practices Surveys Metrics Construction 157

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. In this blog, let’s discover: .

Surveys 145

Surveys Feedback Marketing Customer Support 145

ChurnZero

DECEMBER 29, 2020

Though more often than not, we ended up with the gross strawberry cream flavors.). Top 10 Blog Posts from 2020. Top 10 Blog Posts from 2020. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. 2020 was a real mixed bag of emotions. Some of us slowed down.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Comm100

MAY 25, 2022

In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short. In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. “How likely would you recommend (insert business name) to someone?”

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Management 153

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. Measure CES by surveying customers after the resolution of their conversation, finishing a call, fulfilling an order, ending a chat, or closing a deal.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Nicereply

JUNE 6, 2022

Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. Measure CES by surveying customers after the resolution of their conversation, finishing a call, fulfilling an order, ending a chat, or closing a deal.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

Surveys 121

Surveys Feedback Consulting Consulting 121

ProProfs Blog

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. These days, surveys have been increasingly used to create standard and long-lasting leads for your business. What are Lead Generation Surveys? Why Use Lead Generation Surveys?

Best practices 78

Best practices Surveys Advertising Construction 78

Customer Service Life

JUNE 8, 2020

The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” No, surveys aren’t necessary. Customers don’t need more surveys. Customers don’t need more surveys. For many companies, surveys have become a crutch. My short answer to this question?

Surveys 114

Surveys Contact Center Feedback Analytics 114

Upstream Works

DECEMBER 14, 2022

In that context, the use cases for AI expand as the contact center would now be taking more of an end-to-end approach with customers. Intelligent call routing is a great use case as AI leverages its inherent strengths to make a multitude of decisions in real-time to best match each inquiry with the right agent.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

ChurnZero

MARCH 10, 2023

By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog.

Scripts 98

Scripts Accountability Feedback Marketing 98

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, text surveys will get a higher response rate than any other method like email. What is a Text Survey?

Surveys 98

Surveys Real estate Feedback Customer retention 98

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. This post continues on from the topic above.

Best practices 49

Best practices Metrics SaaS Sales 49

aircall

NOVEMBER 15, 2022

I can say with confidence that I made the right call by joining Aircall after this Hackathon. Many people experience hearing loss in different severities, meaning that their personal experience is suboptimal during a phone call (e.g., Ever since I joined Aircall, it has been a rollercoaster ride. Announcing the Winners.

Engineering 124

Engineering Surveys Personalization Management 124

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ). Set aside a few hours each week to call customers who reached out to your Customer Service group within the prior week.

Consulting 140

Consulting Consulting Surveys Feedback 140

Lumoa

MARCH 9, 2023

Let’s look at exactly what kind of information you can mine through the right customer satisfaction survey questions and having a thorough customer feedback strategy. Let’s look at exactly what kind of information you can mine through the right customer satisfaction survey questions and having a thorough customer feedback strategy.

Feedback 83

Feedback Surveys voip Enterprise 83

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! What is Customer Satisfaction? Did you know? Why Should You Measure Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand. B2B Customer Journey Touchpoints: A Guide for CS Teams.

B2B 115

B2B Journey mapping SaaS Engineering 115

ChurnZero

MARCH 10, 2023

By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog.

Scripts 75

Scripts Accountability Feedback Marketing 75

ClientSuccess

JANUARY 16, 2023

Whether it’s during conversations on calls or through surveys, make sure you’re actively seeking feedback and prioritizing responses. Ask Open-Ended Questions. To get the most out of your conversations, it’s important to ask open-ended questions that allow customers to provide more detailed and insightful responses.

Feedback 64

Feedback Surveys Best practices Customer Experience 64

delighted

DECEMBER 14, 2021

It’s called the customer lifecycle, and knowing what your customer lifecycle looks like is an important step in attracting new customers and retaining the ones you have. Unlike the customer journey that is measured end to end, the customer lifecycle is ongoing in nature. What is the customer lifecycle? Stage 2: Consideration.

Surveys 99

Surveys Feedback Customer retention Customer effort 99

Nicereply

NOVEMBER 21, 2022

Not every customer that you acquire is going to use your product until the end of time. E = number of customers at the end of the period of time. This means that you had 190 customers at the end of last year (E). Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness. Timing is still an important factor.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 83

Analytics Customer Experience Management Surveys 83

Nicereply

AUGUST 8, 2022

Your customer satisfaction survey can be a good source! A customer satisfaction survey can be a good solution for brands to gain more UGC. In this blog, we will tell you exactly how you can create user-generated content from a customer satisfaction survey. Create User-Generated Content From A Customer Satisfaction Survey.

Surveys 52

Surveys Customer advocacy Advertising Marketing 52

Spearline

JANUARY 25, 2022

The customer churn rate can be calculated by using the formula: (lost customers ÷ total customers at the start of chosen time period) x 100 = churn rate% Contact centers and customer churn In a previous post , we spoke about how latency is one of the most common causes of poor voice quality. What is customer churn?

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. What Is a Real-Time Feedback Survey? Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to.

Feedback 124

Feedback Surveys Benchmark Sales 124

TechSee

JUNE 10, 2021

This blog challenges that status quo. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service.

Self service 207

Self service Analytics Transportation Healthcare 207

ProProfs Blog

JUNE 5, 2020

Questionnaires are web-based surveys that contain a series of questions asked with the intent of gathering information from the respondents. To learn more about the importance of questionnaires , read the blog. Questionnaires Vs. Surveys. Questionnaires are often confused with surveys. What Are Questionnaires?

Surveys 97

Surveys Feedback Marketing Personalization 97

ProProfs Blog

MAY 18, 2021

“How many questions should I include in my survey?”. With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, Or, will a large number of questions tire my customers and make them drop out of my survey?”. You might have faced the above dilemmas while creating a survey.

Surveys 78

Surveys Employee engagement Feedback Complaint resolution 78

Spearline

JULY 6, 2022

There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. Using contact number testing to test your outbound calls can help here.

Contact Center 98

Contact Center Telemarketing Scripts Surveys 98

Nicereply

AUGUST 17, 2021

Making a good follow-up and choosing the right survey questions is the key to customer satisfaction. Are you managing a call center? Sometimes it might be confusing to choose the best questions for a particular survey. Sometimes it might be confusing to choose the best questions for a particular survey.

Surveys 52

Surveys Call Center Feedback Management 52

Aspect

MAY 18, 2020

In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. It’s a brave new world for contact centers in the wake of the COVID-19 crisis.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132