Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Practice rapid experimentation on multiple solutions to difficult situations, measuring impact by monitoring and surveys.

Airlines 62

Airlines Scripts Surveys Consulting 62

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Education Engineering 62

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. I couldn’t agree with her more.

Customer Care 52

Customer Care Government Self service Education 52

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Grupo Noa

DECEMBER 15, 2020

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

Connecting the Dots

JUNE 26, 2020

This article provides fresh data from a first quarter 2020 study of complaining behavior in the US in general as well as specifically in the food industry. KraftHeinz was a key sponsor of the study. This study quantifies how many problems exist for each complaint received. Convert to sales.

Finance 62

Finance Surveys Marketing Sales 62

Connecting the Dots

JUNE 26, 2020

This article provides fresh data from a first quarter 2020 study of complaining behavior in the US in general as well as specifically in the food industry. KraftHeinz was a key sponsor of the study. This study quantifies how many problems exist for each complaint received. Convert to sales.

Finance 62

Finance Surveys Marketing Sales 62

Connecting the Dots

FEBRUARY 9, 2021

Stuck at home, they are more carefully exploring products and services, especially on social and review websites, and when they are unhappy, more and more people post to those same social and review sites, as the 2020 National Customer Rage Study warned.

Education 62

Education Self service Consulting Consulting 62

Stafford Communications

MAY 12, 2020

Customer Satisfaction (CSAT) CSAT is most often measured via a five- or seven-point scale with a simple question such as “How satisfied were you with your service experience?” There have been many books written on survey question design, so we won’t go into that. It also doesn’t have a following outside of the customer care department.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Stafford Communications

MAY 12, 2020

Customer Satisfaction (CSAT) CSAT is most often measured via a five- or seven-point scale with a simple question such as “How satisfied were you with your service experience?” There have been many books written on survey question design, so we won’t go into that. It also doesn’t have a following outside of the customer care department.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Grupo Noa

JUNE 1, 2018

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

call center solutions 40

call center solutions Call Center Contact Center Consulting 40

Connecting the Dots

DECEMBER 1, 2021

After significant study, I continue to believe that businesses understand the potential value and impact of CX actions. Word-of-mouth and margin impact by granular issue The key to winning new customers is word-of-mouth (WOM) referrals. 3] Learn more about CCMC’s recent findings in its new Delight Study here.

B2C 62

B2C Advertising B2B Metrics 62

Connecting the Dots

DECEMBER 19, 2019

How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. Avoiding Customer Rage. What to do?

Education 62

Education Airlines Consulting Consulting 62

Connecting the Dots

JUNE 16, 2021

Stuck at home, they are more carefully exploring products and services, especially on social and review websites, and when they are unhappy, more and more people post to those same social and review sites, as the 2020 National Customer Rage Study warned. For more information on customer onboarding, read our White Paper (PDF).

Education 62

Education Self service Consulting Consulting 62

Customer Relationship Metrics

MAY 12, 2017

In review of the case study below, you may see your center and further understand the reason for constant scrutiny. It’s not an uncommon to expect internal quality monitoring (iQM) scores to mirror customer evaluations of the experience. Here’s where you may resemble the call center in the case study.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

CSM Magazine

FEBRUARY 8, 2017

According to a recent ASQ Global State of Quality research study of nearly 1700 companies in 20 countries, quality process-oriented companies are three times as likely to be successful as being identified as high-quality and half as likely to have public service/quality disasters. What’s the best way of preventing customer dissatisfaction?

Journey mapping 61

Journey mapping Consulting Consulting Surveys 61

Connecting the Dots

DECEMBER 19, 2019

How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. Avoiding Customer Rage. What to do?

Education 62

Education Airlines Consulting Consulting 62

Fonolo

NOVEMBER 17, 2020

“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Bill Quiseng CX Expert, Speaker & Consultant. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ClearAction

MAY 18, 2017

What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Empower your employees to immediately pass along customers’ comments.

Feedback 54

Feedback Surveys Benchmark Analytics 54

NobelBiz

MARCH 21, 2023

When a problem arises, the customer expects a quick and efficient resolution. It isn’t easy to satisfy every customer on the first interaction. However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

Taylor Reach Group

OCTOBER 3, 2017

We all have heard that Customer Satisfaction is important and of high value to the business. What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. The Effect of Customer Satisfaction: 1. But what does that mean?

Advertising 50

Advertising Surveys Customer centricity Consulting 50

Serenova

JULY 16, 2019

But the biggest price—and most damaging result—may be that your brand sends the message it doesn’t prioritize customer experience. The Gartner Customer Experience in Marketing Survey found that 81% of companies say they expect to be competing mostly or completely on the basis of customer experience by the end of 2019.

Contact Center 40

Contact Center Customer Experience Surveys contact center solutions 40

Jive

AUGUST 27, 2018

Studies have revealed that these decisions will drive 95 percent of business performance. Maybe the customer had to run take care of something, but most often, he or she just gave up, which doesn’t reflect well on your customer care. A few ways to test the data is to consult another source.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

Nicereply

MAY 30, 2022

In a fast-paced society where customers expect you to solve their problems in seconds and social media allows around-the-clock communication, sub-par customer service is no longer acceptable. Customer service also plays a considerable role when consumers make purchase decisions. Build a strong customer service team.

Customer Service 59

Customer Service Journey mapping Feedback Metrics 59

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Voice of the Customer.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer Lifetime Value (CLV) is a measurement that tracks how valuable a customer is to a company over an unlimited time span.

Technology 122

Technology Customer Service Gamification Contact Center 122

Connecting the Dots

APRIL 21, 2017

Visit our Customer Rage Study page for more information. Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. When and how the Customer Rage study begin?

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

customer sure

NOVEMBER 26, 2014

CustomerSure really offer a Gold standard in customer care.”. “I I have never had customer service as speedy, efficient and proactive as the service at CustomerSure. Customer support has been excellent – often proactively solving issues before I have been able to report them. I cannot sing their praises enough.

Surveys 97

Surveys Feedback Marketing Benchmark 97

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

FEBRUARY 1, 2024

Are your customers waiting for a significant amount of time to talk with an in-house representative? What is your monthly and annual budget for customer care and support? Consider both the initial costs and the potential revenue from increased customer satisfaction and loyalty.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62