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

Answer Dash

MAY 7, 2018

Discerning Eye 75% of users, “have used comparison services for consumer goods, and trusted online reviews as much as personal recommendations,” ( McKinsey ). Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ). Learn more at www.answerdash.com.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

delighted

JANUARY 7, 2020

The same report also revealed that 84% of customers say being treated like a person, not a number, is very important to winning their business and that 51% of businesses ‘fall short’ of consumer expectations. The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

C Space

MARCH 18, 2020

Anybody who has surveyed the empty shelves in major supermarkets or fought for the last roll of toilet paper or bottle of hand sanitizer will know that prepping is now a mainstream consumer habit. In the week of February 15, sales increased by 313.4 In Italy, sales soared 1,807 per cent in the same week vs this time last year.

Sales 59

Sales Marketing Surveys Accountability 59

C Space

JUNE 23, 2020

slump in April, May’s increase was the largest in 38 years of published surveys, with gains in every industry, the bureau said. There were large rises for clothing, footwear and personal accessory retailing and cafes, restaurants and takeaway food services, as restrictions on trade were lifted during May,” the bureau said.

Airlines 52

Airlines Transportation Entertainment Advertising 52

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. It’s simply a matter of form.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

customer sure

NOVEMBER 26, 2014

As founder I’m happy for customers to have my personal mobile number because I’m confident in what we do, and I know from past experience they’ll only use it if absolutely necessary. Thanks to decisions we made on literally Day 1 of developing our product, (2nd August 2010!), But our product’s not for general purpose surveys.

Surveys 97

Surveys Feedback Marketing Benchmark 97

LiveChat

APRIL 10, 2017

Do you remember your first sale? Segmentation data helps you build your ideal customer profile by narrowing down the “type” of person a specific customer is by analyzing the following pieces of information: Demographic data : Information related to a customer’s age, gender, occupation, and socio-economic status. Of course you do.

Customer retention 28

Customer retention Personalization Sales CRM 28

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

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. 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.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

Up Your Service

NOVEMBER 28, 2019

An article in Forbes reports that today an estimated 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. As a result, companies seek to measure customer satisfaction and loyalty on every level, creating a glut of surveys about experience and emails imploring customers to write reviews.

Best practices 90

Best practices Customer Experience B2C B2B 90

Real Blue Sky

JANUARY 25, 2022

By 2025, online grocery sales are predicted to top $250 billion. That’s up 8% from before the pandemic and represents 21% of total grocery sales. . In a recent survey of retail workers in the UK, 84% had reported a decline in their mental health since the onset of the pandemic. .

Entertainment 52

Entertainment Chatbots Sales Customer Experience 52

C3Centricity

AUGUST 17, 2020

CEI Survey. In surveying more than 560 global brand managers and CMOs, the analysis concludes that new customer acquisition (75%) and social media engagement (72%) are the two primary ways they determine the success of their brand marketing efforts. Here are just a few of the numbers I have found.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

Branch Mesenger

FEBRUARY 20, 2019

Retail Sales Biggest Drop Since 2009. ?? Retail Sales Drop Leaves Street Economists Skeptical. ?? In 2010, online retail had a 4% penetration vs. physical retail. Retail sales drop the most since September 2009 | Via: cnbc.com. The Commerce Department said on Thursday retail sales tumbled 1.2 Real Estate. ??

Real estate 48

Real estate Construction Sales Education 48

Comm100

APRIL 12, 2018

What service are you going to provide after the sale to differentiate your company from the competition? accompanied by a survey scale. There is no single right answer on the scale that you can and should use, but most of the surveys choose a 1-5 scale or a 1-10 scale. Positives of CSat.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62

C3Centricity

DECEMBER 3, 2018

Source: CEI Survey). A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. ” The Forrester report from which Shep quotes was from an ongoing analysis that has been run each year since 2010.

Big data 59

Big data Marketing B2C CRM 59

eGain

MARCH 3, 2015

Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. In 2010, Dixon, Freeman and Toman (DFT) published an influential paper in the Harvard Business Review, titled Stop Trying to Delight Your Customers. The trouble is NPS is not very diagnostic. Customer Effort Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

SmartKarrot

JANUARY 20, 2022

It helps hotels improve direct sales by eliminating the interference of hotel booking aggregators who take a cut as affiliate fees. Qubit, the creation of four ex-Googlers, was founded in 2010. It does this via product suggestions for content personalization, product badging, omnichannel, and more. ScreenCloud.

SaaS 10

SaaS Advertising B2B Transportation 10

Lumoa

JUNE 28, 2018

HubSpot realized that when a customer starts using the software, there has already been a long journey to this point from initial discovery, blog articles or marketing and sales e-mails. I believe that you have to be careful with how you handle survey feedback and it should always a human being who is going to do it.” Not in HubSpot.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

ChurnZero

JULY 24, 2020

Ill preparedness and lack of personalization translate to “You’re not a priority to me” and show you’re incapable of managing time or this relationship. We rarely enjoy interacting with them in our personal or work life, so why do we put self-centered perfection on a pedestal instead of idolizing meaningful progress?

Surveys 59

Surveys Consulting Consulting Upselling 59