Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. increased sales (repeat business and referrals), which leads to….

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. When call tracking software and a CRM merge, the sales team will have access to live customer insights which will allow them to follow up on leads quickly and efficiently. Mihai Corbuleac. csITsupport. Stacy Caprio. Stacy4Startups.

call center software 210

call center software Call Center Contact Center Analytics 210

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

C Space

DECEMBER 6, 2018

Nicola Spitzer, Senior Consultant at C Space, explains why a little bit of empathy can go a long way… Tweet. Senior Consultant at C Space. After passing my driving test in 2005, I stopped driving in 2006. But the mobility sector hasn’t quite cracked the issue of trust. Nicola Spitzer. by Hilary Milnes Digiday.

Transportation 40

Transportation Engineering Healthcare Consulting 40

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. 85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C). 14% had never used NPS at all.

B2B 52

B2B Surveys B2C Metrics 52

Netomi

APRIL 7, 2022

Part of the HubSpot CRM platform, Service Hub includes conversational tools, help desk automation, customer feedback surveys, reporting, and more, to provide businesses with one unified view of each customer interaction. Best for sales-focused teams. What makes HubSpot Service Hub one of the best Zendesk alternatives?

CRM 52

CRM Brand ambassadors Analytics Chatbots 52