IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Therefore, soon after launch in 2011, TravelWifi reached out to IdeasUnlimited for taking over some of its support needs. TravelWifi; Global Pocket WiFi.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Therefore, soon after launch in 2011, TravelWifi reached out to IdeasUnlimited for taking over some of its support needs. TravelWifi; Global Pocket WiFi.

Wireless 52

Wireless Technical Support Customer Support Morale 52

Toister Performance Solutions

JUNE 23, 2022

A 2011 study by Venessa Funches revealed that 42 percent of customers stopped doing business with a company after a service failure, while an additional 35 percent reduced the amount of business they did. Their eye-opening feedback helped our association learn about some big issues that never showed up in our member surveys.

Customer retention 77

Customer retention Accountability Feedback Surveys 77

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball. This data-driven model has even found its way into other industries.

Surveys 97

Surveys Metrics Feedback Marketing 97

ClearAction

DECEMBER 30, 2017

Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Remember the big picture as you design and refine your customer feedback methodology. Start with the end in mind”, Tracie advises.

Surveys 59

Surveys Management Customer centricity Feedback 59

Eptica

JANUARY 15, 2020

Make it easy for agents to give feedback on any gaps in content and to suggest new answers in order to enhance the usefulness of their knowledge base continuously. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. Someone who is experiencing burnout often responds very emotionally to minor setbacks, feedback, or reproach.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Spearline

SEPTEMBER 26, 2019

In 2011, I returned to India and started working for a manufacturing unit based in Hyderabad as a General Manager (Covering nearly all departments) until 2014. Feedback from customers includes that it is highly unlikely that a customer will leave feedback for contact centers and their services.

Contact Center 69

Contact Center contact center solutions Engineering Education 69

PeopleMetrics

AUGUST 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Customer centricity 124

Customer centricity Brand ambassadors Feedback Best practices 124

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. It must also be understood that when employees provide feedback, they expect remedial action on their grievances. Please share your suggestions and feedback in comments below. Aon Hewitt. Source: A Caterpillar Dealer Unearths Employee Engagement, Gallup Business Journal.

Employee engagement 96

Employee engagement Coaching Surveys Construction 96

PeopleMetrics

AUGUST 18, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

Etech GS

AUGUST 21, 2019

According to Oracle’s 2011 Customer Experience Impact Report , 86% of customers are willing to pay more for excellent customer services experience. Customers notice when their feedback is taken seriously, and they are likely to remain loyal to a company that uses their input to drive decisions.

Sales 61

Sales Customer Experience Call Center Customer retention 61

CSM Magazine

APRIL 9, 2019

Take for example the following: Employee Feedback Fail. Amazon implemented a tool they called the “Anytime Feedback Tool” It was created as a way for employees to provide peer feedback whenever they felt like it. The feedback could be good or bad, and the evaluations went to the management team.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

PeopleMetrics

AUGUST 11, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

CSM Magazine

JUNE 4, 2020

For instance, when the end-user is required to operate particular setting changes on a phone, the support staff can directly see the screen and use real-time voice to give clear instructions and get immediate feedback. Text, file sharing and voice recording are also available for different circumstances. About Sand Studio.

Customer Service 52

Customer Service Customer Support Enterprise Analytics 52

Russel Lolacher

DECEMBER 20, 2021

No matter how timely you are or how much context you provide, people have questions, comments and feedback. And that includes reviewing every comment/question sent to you or about you, having to repeat yourself, explaining your organization’s decisions and responding to any of the negative comments or frustrated feedback you receive.

Customer Care 98

Customer Care Transportation Government Construction 98

Quadient

DECEMBER 16, 2021

This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience. This executive order describes specific deliverables, assigns agency heads to tasks and establishes feedback mechanisms for continued CX improvement. Government seeks to: .

Government 52

Government Customer Experience Best practices Healthcare 52

Feedback

NOVEMBER 24, 2016

For businesses, this means managing people’s experience and dealing with massive amounts of customer feedback about your company, products, and services. You can do this by collecting, managing, and analyzing customer feedback. And, thanks to the Internet, feedback today happens to be ubiquitous.

Customer Experience 53

Customer Experience Management Feedback Surveys 53

PeopleMetrics

NOVEMBER 13, 2015

PeopleMetrics helps companies improve customer experience by collecting feedback throughout the entire customer journey. Image Credits: SXSW Interactive 2011 - Austin, TX by kris krüg , CC BY-SA 2.0. But with care and focus, maybe the situation can improve for current and future REI employees—and their customers too. See you soon.

Sales 79

Sales Customer Experience Metrics Consulting 79

Nicereply

NOVEMBER 21, 2019

…Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then.

Gamification 75

Gamification Surveys Feedback Customer Support 75

Vonage

MARCH 26, 2018

Although the manufacturer retains a central managerial system, this means every employee within the company is encouraged to offer feedback. In 2011, the number of creative ideas submitted to TCISS reached 40 million. From the factory floor to agents in the field, Toyota gathers ideas from every area of the business. Lego Ideas.

Feedback 82

Feedback Marketing Sales Technology 82

Maru Group

MAY 22, 2019

In 2011 Nobel prize winning academic Daniel Kahneman made this mainstream with his book ‘Thinking Fast and Slow’ and popularised the phrases ‘System 1’ and ‘System 2’ to describe how people think and make decisions. What does this mean for customer feedback? This challenges traditional question and answer market research.

Surveys 40

Surveys Feedback Customer Experience Marketing 40

Maru Group

MAY 22, 2019

In 2011 Nobel prize winning academic Daniel Kahneman made this mainstream with his book ‘Thinking Fast and Slow’ and popularised the phrases ‘System 1’ and ‘System 2’ to describe how people think and make decisions. What does this mean for customer feedback? This challenges traditional question and answer market research.

Surveys 40

Surveys Feedback Customer Experience Marketing 40

Maru Group

MAY 22, 2019

In 2011 Nobel prize winning academic Daniel Kahneman made this mainstream with his book ‘Thinking Fast and Slow’ and popularised the phrases ‘System 1’ and ‘System 2’ to describe how people think and make decisions. What does this mean for customer feedback? This challenges traditional question and answer market research.

Surveys 40

Surveys Feedback Customer Experience Marketing 40

Nicereply

MARCH 23, 2023

Clay Telfer , a Customer Success Executive who’s built and led Success functions since 2011, wanted to explore how different retention strategies could work. Each of the individual gifts was well received, and the same items had gotten great feedback from existing clients in the same demographics, but it added up to too many touches.

Customer retention 52

Customer retention B2B B2C Benchmark 52

JustCall

DECEMBER 7, 2022

This model was first proposed in the book The Challenger Sale: How To Take Control of the Customer Conversation by Matt Dixon and Brent Adamson in 2011. Before diving into the depths of the Challenger Sales Model , let’s briefly check out the different sales methodologies.

Sales 52

Sales Metrics Coaching Education 52

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. I have tried to feedback my dissatisfaction to KLM to no avail – in fact, the first time I did so on Twitter, they responded by sending me a Net Promoter Survey!!

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. How does “Thank you for your feedback” or, “We apologize for your inconvenience” make you feel? Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities. Avoid business speak.

Customer Support 88

Customer Support Education Coaching Self service 88

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Find creative ways to ask for feedback. Reward customers for their feedback. Updated June 2020. Provide a seamless customer experience.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Russel Lolacher

DECEMBER 20, 2021

No matter how timely you are or how much context you provide, people have questions, comments and feedback. And that includes reviewing every comment/question sent to you or about you, having to repeat yourself, explaining your organization’s decisions and responding to any of the negative comments or frustrated feedback you receive.

Customer Care 59

Customer Care Transportation Government Construction 59

Kayako

OCTOBER 29, 2015

Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams. The support team is getting instructions from you, but they’re not sending any feedback back to you. There are some specific reasons why outsourcing tends to fail: 1.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Talkdesk

JULY 20, 2016

Mistake 2: Providing agents with the wrong feedback. An 2011 American Express study found that 80% of Americans agreed that smaller companies place a great emphasis on customer service than large businesses. Ask prospective team members questions about their motivation behind seeking employment at your company.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

Natalie Petouhof

SEPTEMBER 1, 2016

When the company is truly listening and integrating the feedback, like the airline above, it will be able to meet the needs of the customer and increase not only the amount that the customer spends, but also the number of years the customer spends with that company. [ii]

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Playvox

SEPTEMBER 1, 2021

Generation Alpha is defined as those born since 2011. Leave a comment with your feedback. Influenced by their Millennial parents and Gen Z role models, Generation Alpha is characterized by their strong ethics and values. They can use technology to make a difference, save lives, and have a positive effect on the planet.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

ShepHyken

MARCH 31, 2018

According to Bain and Company, research from 2011 indicates that when brands engage or respond to customer requests over social media, those customers spend 20-40% more on average. Real-time customer feedback tells you what customers love, hate, and more. It blurs the lines between customer service, marketing, and even sales.

Marketing 217

Marketing Customer Service Airlines Self service 217

delighted

APRIL 19, 2019

Beyond the metric, relationship surveys also drum up helpful open-ended feedback from customers — offering clarity into what initiatives correlate to strong brand loyalty, and where that loyalty is faltering. Relationship surveys are focused on surfacing feedback related to the overall customer experience. This is by design.

Surveys 58

Surveys Customer Experience Feedback Metrics 58