TeamSupport

JANUARY 20, 2021

One example comes from the customer support manager at TeamSupport customer, OmniFund. The practice of capturing customer feedback is widespread yet only 57% of companies report having formal procedures to act on reported dissatisfaction. Technology tools such as TeamSupport’s proprietary Customer Distress Index ® (CDI) make it easy.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

Interaction Metrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. For example, the 2020 Rage Customer Rage study found that 66% of consumers had experienced a problem with a product or service; that’s up from 56% in 2017. Some closed-loop feedback systems are triggered by low NPS survey scores.

Surveys 62

Surveys Feedback B2B Metrics 62

Interaction Metrics

JUNE 19, 2023

For an example of a “difficult to use” product, see my recent yogurt ordeal!) Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. As customers, we have all felt the difference when a company makes UX a priority.

Engineering 62

Engineering Surveys Government Metrics 62

Nicereply

MARCH 14, 2023

Through many real examples, this book gives plenty of actionable advice for succeeding as a support manager in a global and connected world. No amount of coaching, training, or quarterly feedback surveys will prevent it. Notable quote: “Being awesome at the job means playing the long game and building a reputation for excellence.

Management 98

Management Call Center Metrics Entertainment 98

Contact Center Geek

AUGUST 7, 2014

Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling? In late 2004 I visited the AOL call center in Ogden, Utah. Comcast is not the first.

Government 48

Government Average Handle Time Call Center Metrics 48

Horizon CX

MARCH 1, 2021

It is indeed hard to argue with the individual in charge, not to mention everything we all learned in business school, but it put those of us who were managing innovative CX programs to gain in-depth customer feedback and insights into a somewhat unsupported and somewhat helpless and potentially vulnerable position. In 2004, D.

Sales 52

Sales Customer Experience Marketing Management 52

Amity

SEPTEMBER 7, 2016

I got started in this industry back in 2004, shortly after I graduated from college. Let’s use our corporate group as an example. We always have the voice of the customer in mind, and having a tight feedback loop with the Product team is key. " What types of metrics do you watch closely?

Metrics 0

Metrics Upselling Accountability Customer retention 0