Horizon CX

MARCH 1, 2021

In 2004, D. Our stated business case that quarterly objectives were less likely to be achieved without taking care of customers drew nods but little change in perspective. The analogy of pushing wet spaghetti up a hill was often raised. Randall Brandt at Burke, Inc.

Sales 52

Sales Customer Experience Marketing Management 52

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ShepHyken

JUNE 23, 2020

Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them. Surveys after tech support or other customer service interactions are important so companies can learn how to improve.

Surveys 184

Surveys Feedback B2B Metrics 184

ijgolding

NOVEMBER 17, 2016

More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs. BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

ProProfs Blog

SEPTEMBER 20, 2019

Like the rest of the market, surveys too have come a long way from paper surveys handed out to each customer exiting a shop. Online survey makers have made sharing surveys and getting responses much easier than before. Create a Net Promoter Survey. It is the industry-wide metric used to measure customer loyalty.

Surveys 84

Surveys Education Metrics Feedback 84

Branch Mesenger

JULY 31, 2018

It ranked the best cities for tech talent, based on metrics such as rental costs for employees and companies, as well as available tech talent and outlook for jobs. The ACSI report surveyed 22,500 customers, asking them about everything from the quality of food at each restaurant to customer service and even restroom cleanliness and layout.

Real estate 48

Real estate Airlines Construction Advertising 48

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.

Service level 142

Service level Call Center Abandon rate Metrics 142

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96