ShepHyken

NOVEMBER 6, 2020

Consumer Research is not merely asking your customers what they want; although there are some valuable insights here, they may also falsify the results because they often provide feedback on what they think they want, which doesn’t always correlate to how they spend their dollars. Primary Research. Analyze Data.

Marketing 250

Marketing Customer Service Consulting Consulting 250

ShepHyken

JUNE 19, 2020

An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. If teams do not focus on creating a good experience across each and every interaction, you will lead to negative feedback, bad reviews, and increased churn. Despite the hype, commercial AI is still maturing.

Customer Service 200

Customer Service Feedback Marketing Technology 200

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In the past, many companies have employed a “heritage Net Promoter” model.

Feedback 87

Feedback 87

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it. About Chris Rogers.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. A solution like Playvox Customer AI is a comprehensive way of assembling and analyzing customer feedback for themes and sentiment at scale.

Engineering 52

Engineering Feedback Customer centricity Management 52

IdeasUnlimited

MAY 6, 2021

By April 10, 2008, Justin.tv Our staff also had to be very flexible at adapting to feedback and suggestions that were invaluable to improving their system. The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV to allow anyone to broadcast a video online. The original Justin.tv Executives at Justin.TV

Surveys 52

Surveys Accountability Feedback Sales 52

IdeasUnlimited

MAY 6, 2021

By April 10, 2008, Justin.tv Our staff also had to be very flexible at adapting to feedback and suggestions that were invaluable to improving their system. The very popular online streaming platform known as Twitch, began in 2007 as Justin.TV to allow anyone to broadcast a video online. The original Justin.tv Executives at Justin.TV

Surveys 52

Surveys Accountability Feedback Sales 52

Satrix Solutions

FEBRUARY 18, 2020

Many of us can still vividly recall the great recession of 2008. Collecting and curating employee feedback. If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started.

Morale 78

Morale Employee engagement Surveys Feedback 78

TeamSupport

OCTOBER 8, 2020

We’re inviting TeamSupport customers to have early access to new products and give us feedback on functionality and user experience. About Eric Harrington Co-founding TeamSupport in 2008, Eric helped build what is now a global mission-critical business solution for managing customer support.

B2C 59

B2C B2B Enterprise CRM 59

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

ijgolding

FEBRUARY 5, 2018

Linden consulted with many CEOs to determine if a measurement tool like this would be of interest – thankfully the feedback was extremely positive! In 2008, when the tool was being developed, we were very early to market with a concept along these lines. Is it really possible to measure customer culture?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

PeopleMetrics

OCTOBER 22, 2015

You won't see the benefits of listening and responding to customer feedback until you get started. Paris Novembre 2008. The fact is, if selecting your key customer experience metric is stopping your company in its tracks, then pick a metric and get moving. Measure whatever you can, and then adjust as you go. Want to learn more?

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

GetFeedback

OCTOBER 21, 2019

Galletto says that companies can start thinking more strategically about the customer experience using the following tactics: Gathering feedback through customer surveys. Companies should continuously source and capture feedback through surveys and customer satisfaction polls and outreach. Share insights across the entire organization.

Customer Experience 79

Customer Experience Management Surveys Feedback 79

Lumoa

JUNE 14, 2023

Here are some handy tips to help you get started: Respond To Negative Reviews and Feedback Too many businesses squander the treasure trove of information they get from negative customer reviews, consigning it to the dustbin of unheeded customer feedback. You can still take steps to stop the rot and turn your NPS score around.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Interaction Metrics

JUNE 19, 2023

Get honest feedback to see if you’ve actually solved the customer’s problem. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. For them to do this, your models must look low fidelity and incomplete.

Engineering 62

Engineering Surveys Government Metrics 62

Fonolo

NOVEMBER 17, 2020

Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Companies are increasingly trying to obtain a 360-degree view of the customer by blending customer feedback data with their existing CRM systems. 4. Customer Feedback. Up from just 2.2% The Value of Metrics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Satrix Solutions

JANUARY 4, 2018

Companies large and small are inviting feedback from their customers, and discussions about customer feedback in the C-Suite and Boardroom are more prevalent than ever. Customer research has gone through a democratization of sorts, and that – generally speaking – is a great thing.

Surveys 60

Surveys Government B2B Feedback 60

SharpenCX

FEBRUARY 4, 2020

You handle escalated customer issues, offer feedback to your agents, coach and train. In her book The Leader as a Mensch: Become the Kind of Person Others Want to Follow , Bruna Martinuzzi describes a 2008 study conducted by the Economist Intelligence Unit. All of these tasks require the ability to communicate and listen well.

Call Center 84

Call Center Management Coaching Contact Center 84

LiveChat

JANUARY 23, 2020

Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. The same way you can reduce the costs of educational campaigns, customer service, research, gaining feedback, or even advertisement.”.

Gamification 69

Gamification Feedback Education Entertainment 69

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. The Best Service is No Service By Bill Price and David Jaffe Published: 2008 Length: 336 pages The Best Service is No Service starts with a simple premise: Customer service is only needed when a company does something wrong.

Management 98

Management Call Center Metrics Entertainment 98

Clarabridge

MARCH 30, 2017

We chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact, who uses Clarabridge to listen and act on survey feedback data. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer experience surveys. A feedback loop is essential.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.

B2C 49

B2C B2B Feedback Customer Service 49

Balto

JUNE 13, 2022

Remote agents are not able to take cues from the agents’ around them or easily flag their managers over for feedback on best practices. 2008, February 26). As we discussed in our report comparing how in-person and remote agents use scripts , remote agents are the most likely to view their scripts as ineffective. The Decision Lab.

Scripts 52

Scripts Contact Center Morale Best practices 52

CSM Magazine

FEBRUARY 7, 2020

Since the 2008 global financial crisis, peoples’ trust in banks, credit unions, and direct lenders withered. They provide access to loans to people with no credit history. Video-teller devices are also a good idea. Invest in customer support solutions tailored to your business. Be More than a Lender – Become a Trusted Advisor.

Customer Service 52

Customer Service Interactive Voice Response Banking Customer Care 52

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. EvaluAgent –Easily evaluates calls so you can give immediate feedback to call center representatives. . Why Do Financial Services Firms Use Call Centers. Voxpay –Allows call center agents to accept payments confidentially.

Call Center 62

Call Center call center software Interactive Voice Response voip 62

TMP Direct

MARCH 24, 2015

They see the benefit in frequent reviews of customer data, and they look forward to insight and feedback. Frequent, regularly scheduled “call calibrations” provide our Call Center Management Team with client feedback about our call handling procedures and abilities. At TMP Direct, we embrace this philosophy.

Call Center 40

Call Center Calibration Scripts Surveys 40

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Through feedback from your call center sales agents, customer service agents, and clients you may be able to identify weaknesses in product knowledge or in the process of sales prospecting.

Sales 62

Sales Banking Call Center Upselling 62

Nicereply

JUNE 20, 2019

A few years ago, having customer feedback concerning how good your product is and on its price could be sustainable. Getting feedback from customers whether positive or negative used to be a celebrated method of improving customer experience, however, in the digital era that’s outdated. Experience is King.

Marketing 77

Marketing Chatbots B2C Self service 77

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Don't get Blockbuster'd. It’s more Wal-Mart and Apple."

Metrics 35

Metrics Benchmark Surveys Customer retention 35

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Create customer feedback emails. This graph improves only by sending follow-up emails, personalized SMSes, feedback emails, etc. You can also proactively connect with your customers as per their feedback shared with you.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Create customer feedback emails. This graph improves only by sending follow-up emails, personalized SMSes, feedback emails, etc. You can also proactively connect with your customers as per their feedback shared with you.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Don't get Blockbuster'd. It’s more Wal-Mart and Apple."

Metrics 32

Metrics Benchmark Surveys Customer retention 32

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? And then I took a look at what it means to cancel service in my call center.

Government 48

Government Average Handle Time Call Center Metrics 48

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original research.

Surveys 68

Surveys Coaching Customer effort Metrics 68