Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). From this opportunity, Total Quality Management became the focus of organizations worldwide. . We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. Developing a customer success management solution is essential to customer service excellence.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

eGain

MARCH 3, 2015

In many areas of management it is clear what to measure and what action to take when things go wrong. Organizations need to measure customer service in order to see the effect of management actions. Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. It’s clear loyalty programs don’t always drive loyalty , however.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Steve DiGioia

JUNE 20, 2016

Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S. Disengaged management breeds the same in our hourly staff. Today’s workers are getting paid more than ever…. Yeah, sure….

Morale 167

Morale Employee engagement Surveys Management 167

customer sure

DECEMBER 6, 2023

Unhappy, seemingly undervalued customers are more likely to leave negative reviews, engage negatively with the brand/business on social media, submit angry or disillusioned customer survey responses, and will always be looking for an alternative that they deem more worthy of their business. When they find it, they’re off.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

Avaya

MARCH 28, 2016

It’s a similar, albeit smaller-scale, story of technology growth inside the enterprise, where cloud applications, mobile solutions, smaller IT teams and “sweated” assets are major factors for IT managers trying to keep up with their organization’s insatiable technology demands. A 2014 Avaya survey of mid- to large-sized companies in the U.S.,

Management 48

Management Best practices Surveys Enterprise 48

ClearAction

JUNE 25, 2023

Artificial intelligence (AI) is a top topic in customer experience management. What was good in 2010 is probably not best in 2023. Frankly, most practices today are 2010s methods. For instance, how do your surveys demonstrate trust, values, and value? Ask the customer’s way, and report the manager’s way.

Enterprise 62

Enterprise B2B Surveys Best practices 62

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Be sure it is mobile-friendly.

Customer effort 62

Customer effort Metrics Self service Surveys 62

Tethr

SEPTEMBER 15, 2020

We certainly learned this when my CEB (now, Gartner) co-authors and I debuted the Customer Effort Score back in Harvard Business Review in 2010. These organizations can now understand when and where effort is happening without having to wait for a customer to fill out a survey to tell them the experience was high effort.

Customer effort 62

Customer effort Metrics Surveys Customer Experience 62

Talkdesk

MAY 6, 2020

“Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010″ – Shep Hyken Forbes article, Customer Experience is the New Brand. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. So there are typically 2 things out of tune: (A) coordination among managers of various CX efforts. (B)

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Tethr

NOVEMBER 5, 2020

As the old business adage goes, “you can’t manage what you can’t measure,” and the same is true of effort. When we first wrote about the idea of customer effort in 2010 in the HBR article “ Stop Trying to Delight Your Customers ,” we introduced the Customer Effort Score. CES was a simple question designed for use in a post-call survey.

Customer effort 62

Customer effort Coaching Surveys Engineering 62

ProProfs Blog

OCTOBER 25, 2019

In addition, Millennials and Gen Zers, who were born between 1980 – 2010, are the most willing to pay to join a loyalty program if it offers a reward that they want, such as free shipping. You can send them customer satisfaction surveys and ask whether they enjoyed their experience with the brand.

Surveys 84

Surveys Accountability Metrics Feedback 84

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. Entrepreneurial bloggers began detailing their experiences and experimentations with outsourcing tasks like online research, scheduling, managing email and more – primarily to free their time and focus. Slowly coming back home: 2010 – 2015.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

ClearAction

DECEMBER 14, 2017

Alignment with customers is the essence of customer centricity, and since customers make paychecks possible, internal branding is an integral component of customer experience management. A leading health management organization, Kaiser Permanente, has an excellent internal branding approach.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague. Why is Customer Obsession a Priority?

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Ann Michaels and Associates

OCTOBER 28, 2018

utilizes detailed customer feedback surveys that specifically address levels of customer service satisfaction. “To To increase our overall performance, we must be able to identify the improvement opportunities available, as well as the successes we have achieved,” says Jonathan Jones, manager of organizational development.

Construction 61

Construction Surveys Scripts Feedback 61

ijgolding

FEBRUARY 26, 2019

But there’s a big problem with the way customer feedback and satisfaction surveys have traditionally been done which means they don’t deliver this enormous benefit. Do you like long surveys? Do you like surveys which get longer as you fill them in, always asking for more reasons why you gave a good score or a bad score?

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. With multi-channel, this isn’t the case – each channel is managed within its own separate and siloed platform – and this causes a host of problems that damage customer experiences. Others even further back in 2003. The wrap-up.

Customer Support 59

Customer Support Chatbots Surveys Wait times 59

Avaya

JANUARY 29, 2019

With more than 5,000 customers across the world, Avaya IX Workforce Engagement has been helping organizations transform employee and customer engagement since 2010. Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. The market began the 2010’s with contact center WFO revenues of $1,012.1

Consulting 48

Consulting Consulting Marketing Contact Center 48

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. With multi-channel, this isn’t the case – each channel is managed within its own separate and siloed platform – and this causes a host of problems that damage customer experiences. Others even further back in 2003. The wrap-up .

Customer Support 52

Customer Support Chatbots Surveys Wait times 52

Spearline

AUGUST 7, 2019

To know how their customers are feeling with their services, they look at a simple little survey labeled 'CES.' A popular methodology employed by customer success teams everywhere, CES surveys for global attention in 2010, with the publication of an HBR article entitled "Stop Trying to Delight Your Customers."

Customer effort 45

Customer effort Surveys Contact Center Metrics 45

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

MARCH 2, 2021

A big part of my role has always been change management, and communication is key to that. In 2010, the ministry was putting together something that hadn’t existed for them before. Finally, we conduct a yearly Customer Satisfaction Survey as part of our service KPI, that measures response time, satisfaction and preferred platforms.

Government 52

Government Customer Care Transportation Benchmark 52

Solvvy

AUGUST 21, 2020

A survey from the Harvard Business Review found that customer support hold times have increased by 34% and escalations have increased by 68% during the recent pandemic. Top companies need to be able to handle increased volumes and customer expectations with fewer resources. What is a Next-Gen Chatbot?

Chatbots 62

Chatbots Customer Support Self service B2C 62

Comm100

APRIL 12, 2018

A report released by Forrester explains that 72% of enterprises have made customer service management a top priority, showing just how much organizations are prioritizing the customer experience. Because of this, CX managers first have to identify what a positive customer experience looks like for their clients and target market.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62

JivoChat

AUGUST 23, 2021

What started off as a social media scheduling tool for Twitter in 2010, Buffer now helps you schedule content for all social media platforms, including Instagram. Agorapulse is another instagram management tool that makes the life of a social media manager infinitely easier. Content Management. Agorapulse. Brand Tracking.

Marketing 52

Marketing Sales Analytics Chatbots 52

CSM Magazine

JUNE 19, 2019

Business owners, senior managers, and key decision makers do not want to be contacting suppliers to resolve issues. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. In some ways these expectations are no different in the B2B world.

Customer Service 69

Customer Service Morale Customer effort Interactive Voice Response 69

ChurnZero

JANUARY 13, 2022

Ellen joined Forescout in 2010 and has been instrumental in driving cross-functional efforts between sales, product, and engineering to deliver on customers’ technical needs. In this role, Chris will oversee global customer success functions including management and support, services, operations, and technology. markets at Blackbaud.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 10:15 – Nick discusses the survey sent out in May about clients’ expectations.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ClearAction

DECEMBER 28, 2016

Only a few managers of the biggest problem areas? It’s rare thanks to narrow survey questions. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback?

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Scale your company, scale your customer experience management. Getting your customer to respond to the survey is just a beginning. It’s simple.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. No strings attached.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40