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

Interactions

JUNE 24, 2021

Imagine if we time travelled back to 2010. Jumping back to 2021, we recently conducted a survey that found that only 7% of consumers rate today’s customer experience as excellent. A quick resolution of an issue was voted the leading characteristic of great customer service in our survey.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

Nicereply

JUNE 24, 2021

Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. They measure it by surveying customers after the resolution of their customer service conversation. Often this is through customer satisfaction surveys. Ever been burned by a company’s support team?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Beyond Philosophy

JANUARY 27, 2022

Second, between 2010 and 2019, only 30 percent of organizations tracked by ACSI improved their customer satisfaction scores. A recent guest on the podcast, David VanAmburg from the American Customer Satisfaction Institute (ACSI), shared some surprising statistics.

CRM 195

CRM Consulting Consulting Quality management 195

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. Today’s workers are getting paid more than ever…. dollars in the same period.”. With recruiting costs running approximately 1.5

Morale 167

Morale Employee engagement Surveys Management 167

Interaction Metrics

JUNE 19, 2023

The year 2010 marked a turning point in the business world: the end of the “Age of Information” and the beginning of the “Age of the Customer,” according to Forrester Research. For many companies, CX is simply a survey, worse yet, a survey copied from somewhere else. Seen in this light, the UX team reports to CX.

Engineering 62

Engineering Surveys Government Metrics 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

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. Delivering Happiness: A Path to Profits, Passion, and Purpose By Tony Hsieh Published: 2010 Length: 246 pages Delivering Happiness is a classic among customer support books. This means you must have the stomach to do some things badly.”

Management 98

Management Call Center Metrics Entertainment 98

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

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

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

ClearAction

DECEMBER 14, 2017

Kaiser achieved top satisfaction ratings in the 2010 JD Power study which examined seven key factors of customer experience in this industry: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service, and approval process. This survey provides me with invaluable feedback.

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

ClearAction

DECEMBER 11, 2016

Step into your customer’s shoes and think about it: one part of the company you’re buying from asks you to participate in a survey where you voice certain frustrations, and shortly afterward another part of the company asks you to engage in the loyalty program and promote how wonderful the company is.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

DMG Consulting

DECEMBER 7, 2020

In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%. The CCaaS market experienced a rapid adoption rate during the past decade.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Ann Michaels and Associates

OCTOBER 28, 2018

utilizes detailed customer feedback surveys that specifically address levels of customer service satisfaction. “To James Edwartoski, executive director, Vi at Aventura, points to the company’s customer service recognition program, which he says was a direct outcome from Vi’s 2010 employee satisfaction survey. How to Start.

Construction 61

Construction Surveys Scripts Feedback 61

Tethr

JUNE 21, 2019

The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. While this new version of the CES question improved on the original, it didn’t solve for what is a more fundamental problem: relying on surveys to ask a question that companies should already know the answer to.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Kayako

APRIL 25, 2017

There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Sending a Customer Effort Survey. In 2010, the CEB surveyed thousands of customers and service leaders to determine the best way to predict customer loyalty. Sending the survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

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

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

DMG Consulting

MARCH 9, 2020

The market began the 2010’s with contact center WFO revenues of $1,012.1 “The next stage in the process of understanding customer needs is customer journey analytics, which will utilize automation to analyze the massive amounts of customer data in contact centers in order to identify any impediments to an optimized customer experience.” .

Consulting 48

Consulting Consulting Marketing Contact Center 48

CSM Magazine

JUNE 19, 2019

Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010. Many organisations are still using the traditional CSAT and NPS surveys as a way of measuring customers satisfaction. From this research a new customer metric Customer Effort Score (CES) was born.

Customer Service 69

Customer Service Morale Customer effort Interactive Voice Response 69

GetFeedback

JULY 25, 2018

What’s more: since 2010, Accenture data shows the switching economy has increased more than 29%—and only 11% of U.S. This is where things like Net Promoter Score assessments and customer satisfaction surveys come in. Surveys like Net Promoter Score help you spot detractors that are preparing to churn. Predicting churn.

SaaS 60

SaaS Feedback Surveys B2C 60

Russel Lolacher

MARCH 2, 2021

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. Our strategy is about putting the customer first.

Government 52

Government Customer Care Transportation Benchmark 52

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Balto

AUGUST 3, 2022

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. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Avaya

MARCH 28, 2016

Researchers at Ponemon recently estimated the average cost of a data center outage has grown from $505,502 in 2010 to $740,357 today, a roughly 46 percent increase. A 2014 Avaya survey of mid- to large-sized companies in the U.S., A 2014 Avaya survey of mid- to large-sized companies in the U.S.,

Management 48

Management Best practices Surveys Enterprise 48

ClearAction

DECEMBER 28, 2016

It’s rare thanks to narrow survey questions. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results. Its’ rare due to passive or limited reporting.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

AskNicely

JUNE 18, 2015

Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. Strangely enough surveys have been around for hundreds of years but never has there been a way to conduct surveys so efficiently. ZenDesk and GrooveHQ.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

Answer Dash

MAY 7, 2018

Decreased Brand Loyalty and Patience “The next generation of people (those born between 1995 and 2010 who account for 27% of the world population) is entering the workforce and has spending power. Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

TechSee

SEPTEMBER 21, 2021

In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023. These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV.

Advertising 41

Advertising Entertainment Self service Banking 41

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. 58% of people surveyed say they have become more interested in a brand/product after seeing it in Stories.?. Because Instagram users love watching them.

Marketing 52

Marketing Sales Analytics Chatbots 52

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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

Tethr

JANUARY 29, 2019

First, a quick refresher on the research: our team at CEB found that in a global survey of 100K service interactions that customers whose expectations were exceeded were actually no more loyal than those whose expectations had simply been met. We also learned that any service interaction (i.e.,

Customer effort 48

Customer effort Engineering Surveys Management 48

Answer Dash

NOVEMBER 21, 2018

In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010. Businesses have to move away from stagnant approaches, like customer surveys, and continually adjust their approach based on each customer interaction.

Interactive Voice Response 75

Interactive Voice Response Banking Customer centricity Technology 75

CSM Magazine

NOVEMBER 11, 2020

It will not be superfluous to clarify (for example, in the form of a survey) the reason for the client’s departure. This is a customer tracking software for small business created by experienced sales managers in 2010. Arrange Polls of Your Current/Past Customers.

CRM 52

CRM Analytics Sales Advertising 52