An experiment in survey design

CX Advantage Walker

Over the past six months several Walker colleagues and I have been working on an experiment. The experiment focuses on using an alternative analytical approach to achieving insights from customer feedback. And, in order to apply a different analytical approach, we had to redesign the survey instrument. Three Goals 1 – Test something new on. Continue reading. The post An experiment in survey design appeared first on CX Advantage. Customer Strategies CX Customer Strategy Uncategorized

Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch

CX Advantage Walker

In previous blogs, we have reviewed findings-to-date, regarding what specific elements of the survey process have been shown to be influential on response rate. If we take a step back from the specifics, at the heart of the response rate issue, is respondent motivation. How do we get respondents to want to take a survey? Continue reading. The post Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch appeared first on CX Advantage.

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Stalkers aren’t all bad

CX Advantage Walker

Are stalkers ever welcome? Well… At home, I am constantly stalked by my yellow Lab, Teddy. He’s one of those canines wanting to be near me at every chance, to the point of being really annoying. Being stalked never sounds like fun, especially if a human is the stalker. But let me offer an exception. Continue reading. The post Stalkers aren’t all bad appeared first on CX Advantage. Customer Strategies CX Customer Strategy Uncategorized

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Is There Value in Customer Follow-Up?

CX Advantage Walker

Seems like a no-brainer, right? However, make sure this message is being communicated to account teams as a way to encourage engagement in close the loop actions. Before giving them training on the process and tools they will use to follow-up on issues and document action plans, make sure to share with them the benefits they can. Continue reading. The post Is There Value in Customer Follow-Up? appeared first on CX Advantage.

Best practice for avoiding stomach cramps…

CX Advantage Walker

I remember being told as a child that swimming immediately after I eat would cause stomach cramps. I believe that it was a stated rule that 1 hour after you eat, you could safely return to the water without fear of cramps (regardless of how much you ate, it was always 1 hour). Continue reading. The post Best practice for avoiding stomach cramps… appeared first on CX Advantage. Customer Retention Programs Customer Strategies CX Customer Strategy Uncategorized Voice of the Customer

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Our first issue was published in March 2009. Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! And as they say, the rest is history.

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Contact Center Pipeline

Frank joined Contact Center Pipeline in 2009 and brought with him a big […]. Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost a true friend and an inspiring human being.

Celebrating a Decade Spent Making Lives Better in Guatemala!

Alorica

On March 17, 2009, we were taking our first calls in Guatemala! Joining the Alorica family in February 2009, he still remembers that day like it. Do you remember what you were doing 10 years ago? Well WE do! This “diamond” milestone took place at our first site in the country—Primma 1—with the inaugural call taken by our very own Mark Van Der Beek, General Manager at Alorica Tetra and WTC sites. Source.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. While companies have had varying degrees of success connecting with customers via social channels over the past eight years, there are […]. Social Customer Care call center contact center social customer care

Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. Hi everyone – today is throwback tuesday. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey

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Teleopti Foresees a Continuous Growth During Q2

teleopti

Teleopti foresees a continuous growth during Q2 and for the foreseeable part of 2009, as long as we serve our customers well. And we will support our customers well

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Preparing For a Pandemic with Ansafone Contact Centers!

Ansafone

Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! Pandemics are unpredictable and difficult to prepare for.

Six-Year Anniversary: Join Our Celebration

Contact Center Pipeline

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked pretty dismal… stuff like foreclosures, budget deficits, job layoffs, shrinking 401k plans…not very happy news. I discussed how all that affected […]. Agent Engagement

Top 5 Inside View Posts for 2016

Contact Center Pipeline

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. Featured call center contact center culture customer experience customer service leadership

ALORICA CELEBRA 10 EXITOSOS AÑOS DE OPERACIONES EN GUATEMALA

Alorica

Tras abrir sus puertas en 2009 con un sitio aún en construcción, en una. Proveedor Global de Transformación Digital, Reconocido como Empleador de Elección en Guatemala por Impactar Positivamente en la Economía Local, Creando Oportunidades de Desarrollo Profesional y de Retribución a la Comunidad Alorica Inc., líder global en soluciones de servicio al cliente, celebra 10 exitosos años en Guatemala. Source. Noticias

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Amazing Business Radio: Jason Ten-Pow

Shep Hyken

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations.

Amazing Business Radio: Jason Ten-Pow

Shep Hyken

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations.

Amazing Business Radio: Jason Ten-Pow

Shep Hyken

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations.

Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight

McorpCX

Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. Seven years ago, Domino’s Pizza was in the pits. The only silver lining: they scored top marks for delivery and value. Customer Insights digital customer experience digital innovation digitally-enabled customers Smart Customers

FCC Seeks to Combat Illegal Spoofed Texts & International Calls

NobelBiz

The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on NobelBiz®. WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls.

How to fix customer experience by keeping your promises

Inside Customer Service

Business looked bleak for Domino's in early 2009. In April 2009, a video of two franchise employees defiling customer orders went viral. In a 2009 consumer survey conducted by research firm Brand Keys, the company tied Chuck E. Domino’s helped me survive college.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

5 Top Customer Service Articles For the Week of February 8, 2021

ShepHyken

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. Each week I read a number of customer service and customer experience articles from various resources.

Twitter is Dead, Long Live Twitter (Ask your Customers)

The Upsell

I remember in 2009, when I joined Twitter, it was a. Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing. The post Twitter is Dead, Long Live Twitter (Ask your Customers) appeared first on The Upsell. Case Studies customer service social customer care Social media Twitter users

Who Owns Customer Service?

ShepHyken

In 2009 they paid $5.1 Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale. Nobody was using this domain. Really?

SEO and Marketing Powerhouse Boostability Chooses Talkdesk to Power Customer Service

Talkdesk

Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. And it’s worked. Today, Boostability serves over 26,000 small businesses by, helping them elevate their digital presence and succeed online.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

JustCall wins Nasscom Emerge 50 Award 2019

JustCall

The awards, first presented in 2009, are overseen by NASSCOM. We won Emerge50 Award 2019. We are super excited to share great news with you that JustCall won this year’s Nasscom Emerge 50 Award. We not only made to the Emerge 50 list but also, cracked the League of 10 i.e. among the top 10 innovative tech firms of 2019.

ESG Partners with Customer Success Community Platform inSided

Education Services Group

Founded in 2009, inSided is headquartered in Amsterdam with an office in New York. Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies.

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The New FSA Mobile Phone Recording Ruling: What Does it Mean and How Can You Comply

Customer Interactions

This constitutes the expected extension to “the taping rules” (PS08/1, effective since March 2009) that require the recording and archiving of all voice and electronic communications dealing with orders, negotiation or arrangement of transactions in the financial services industry. It’s now official. The FSA announced yesterday the expansion of its call recording requirements to cover all relevant mobile phone conversations. What does it mean?

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The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings.

HODUSOFT’S CLIENTELE BECOMES LARGER WITH SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria

Hodusoft

The Company was registered at Nigeria in 2009. Beginning in 2009 we have served well over 200,000 satisfied customers and delivered over 9 million items stress-free from USA, UK and China to their doorstep. When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software.

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Supercharging Your Tech Stack with Totango: Streamline Your Workflows

Totango

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

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¡Celebramos una década mejorando vidas en Guatemala!

Alorica

El 17 de marzo de 2009, ¡estábamos tomando nuestras primeras llamadas en Guatemala! Mark, se unió a la familia Alorica en febrero de 2009, ¡aún. ¿Recuerdas dónde estabas hace 10 años? Nosotros si! Este hito “diamante” tuvo lugar en nuestro primer sitio en el país, Primma 1, con la llamada inaugural tomada por nuestro propio Mark van der Beek, Gerente General de Alorica Tetra y WTC. Source. Noticias

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HODUSOFT’S CLIENTELE BECOMES LARGER WITH Wapic Insurace – A Leading Insurance Company in Nigeria

Hodusoft

The Company was licensed in Ghana in 2009 and commenced business on 27th April 2009 to underwrite General Insurance. When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software.

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The Rise Of Messaging In Customer Service

Nicereply

WhatsApp started in 2009, but it took off after Facebook acquired it in 2009. Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam.

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Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed. This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken.

Delivering Service That Soars

Chip Bell

who served as NASA Administrator from 2009 until he retired in 2017. He was appointed NASA Administrator by President Obama in 2009. Over the holidays my wife and I visited the U.S.S. Intrepid, an aircraft carrier docked in the Manhattan harbor. The museum on the deck of the ship houses the space shuttle, Enterprise. Nearby is a tribute to Charles F. Bolden, Jr. It could be a simple historical story. But, it a story of major achievement over enormous odds with a surprise factoid.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2009! This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. Shep Hyken. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.

Who Tweeted It First: Customer Success Edition

Amity

— Japman Bajaj (@Japman_Bajaj) December 22, 2009. — MaRS (@MaRSDD) August 5, 2009. — Parature (@Parature) October 27, 2009. — Michael Hyatt (@MichaelHyatt) January 7, 2009. Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. But have you ever found yourself wondering, “who tweeted it first?” ” Well, we did, and after conducting some very in-depth research, this post was born.

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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%. If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.

Customer Success in Numbers

Amity

As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. We love statistics, numbers, all the fun stuff.

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