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

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

PeopleMetrics

NOVEMBER 13, 2015

Through the lens of his personal experience, the ex-employee asked : “If REI is focused on customer experience and a co-op style of business, why are employees only being measured by membership sales?”. PeopleMetrics helps companies improve customer experience by collecting feedback throughout the entire customer journey. See you soon.

Sales 79

Sales Customer Experience Metrics Consulting 79

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

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

Playvox

SEPTEMBER 1, 2021

The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Generation Alpha is defined as those born since 2011. They have had an almost constantly customized experience and will expect this kind of personalization when interacting with customer service agents.

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. Be Real : Your responses should be personal and real. Social Proof.

Marketing 218

Marketing Customer Service Airlines Self service 218

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

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. The challenger sales framework is not limited to any individual’s personality or a high-performing rep. You can have differing opinions without being disrespectful.

Sales 52

Sales Metrics Coaching Education 52

Comm100

FEBRUARY 1, 2023

When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms. Personalization of services Personalization is becoming increasingly important across all customer service, including student services in higher education.

Education 91

Education Wait times Personalization Surveys 91

Talkdesk

JULY 20, 2016

Mistake 2: Providing agents with the wrong feedback. They may use the wrong language with customers, transfer cases to the wrong person or provide the wrong answer to a question. An 2011 American Express study found that 80% of Americans agreed that smaller companies place a great emphasis on customer service than large businesses.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

Answer Dash

OCTOBER 15, 2018

The marketing technology ecosystem has exploded in the last decade, ballooning from about 150 martech companies in 2011 to roughly 7,000 today. The Demand Gen report found that two-thirds of buyers said they give strong credence to peer reviews and user-generated feedback.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. Key word: opportunity. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Natalie Petouhof

SEPTEMBER 1, 2016

These include brands like Domino’s Pizza [i] , the Red Cross [ii] , McDonald’s [iii] , and Cisco and extends to people’s personal brands such as comedian Gilbert Gottfried [iv] and hockey player Tyler Sequin. [v]. ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link].

Airlines 45

Airlines Customer Service Customer Care Metrics 45

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 56

Surveys Customer Experience Feedback Metrics 56

C Space

MAY 7, 2020

Ultimate and Kronos have established an Employee Relief Fund for employees who are severely impacted by this pandemic, funding this program with a minimum commitment of $1 million dollars, and matching any employee personal donations to the fund dollar for dollar, up to another $500,000.

Healthcare 52

Healthcare Entertainment Surveys Morale 52

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

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 40

Surveys Customer Experience Feedback Metrics 40

TeamSupport

MAY 23, 2024

Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support. Feedback is solicited through in-app surveys after each chat session, generating heavy engagement. As the company grew and customer inquiries skyrocketed, the company needed a new approach. Enter TeamSupport.

Customer Support 52

Customer Support Education Enterprise Technology 52

Russel Lolacher

SEPTEMBER 20, 2022

So in 2011, I had been working for a startup that was acquired by Salesforce. Like if we’re not okay, professionally, we’re not okay, personally, and vice versa. Do you want like a leader outside of me that would represents a skill set that you aspire to that I can make connections for you to talk to that person?

Marketing 111

Marketing Employee engagement Feedback Personalization 111

delighted

SEPTEMBER 28, 2021

We also wanted to make sure that the customer feedback could be used across teams, so we decided on the critical product integrations we’d need such as Slack , Salesforce , and Shopify. We continually reviewed and refined our onboarding flow until we found a way for our customer to get their first piece of real feedback in very little time.

Best practices 87

Best practices Analytics Engineering Feedback 87

Comm100

MARCH 27, 2023

This enables agents to give students attention when needed, providing the personalization and care that today’s students expect. Route students to the best agent for the job 75% of Gen Z expect to solve complex problems by talking to one person. Bots that are built to connect students with resources proactively.

Education 66

Education Chatbots Wait times Surveys 66

PeopleMetrics

JANUARY 28, 2021

I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it. Here are some folks who who were with the team then, and there's another Reason Research person, Heather. I think at the time when I started, my only understanding of customer feedback was as a customer of.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Customer Guru

JANUARY 3, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. Our entire focus at Cloudnine was to personalize our customer’s experience. They were probably right.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

ProProfs Blog

JULY 30, 2021

It ensures that the customers get a personalized touch and feel of their car. Further, you can share the catalogues with your friends and family to understand their feedback. Many brand strategy firms use brand perception surveys to collect feedback from their target audience. Image Source: Purple DS. (b)

Surveys 167

Surveys Marketing Analytics Feedback 167

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. In addition to speed, live chat also brings convenience and personalization to customer service interactions. . Deliver personalized customer service .

Customer Service 78

Customer Service Chatbots Best practices Surveys 78

TechSee

MAY 7, 2019

The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for brands and retailers, with Accenture reporting back in 2011 that 68% of all consumer electronics (CE) returns fall under the umbrella of No Fault Found (NFF), situations when an item is returned despite functioning properly.

Surveys 107

Surveys Entertainment Education Self service 107

Amity

MAY 15, 2017

I joined Achievers as a CSM in January 2011 and managed a portfolio of accounts across all industries (one of the nicest things about our solution is that it’s industry-agnostic -- all employees from all industries want to feel appreciated). So I always wondered, “What happened with that customer? Did they hit their goals?

Sales 71

Sales Consulting Consulting SaaS 71

ijgolding

SEPTEMBER 29, 2015

Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011. Manuela introduced customer feedback mechanisms; customer journey mapping; employee engagement initiatives – and in almost all cases, she did so through self learning.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

JivoChat

MARCH 5, 2023

Snapchat Main Characteristics Released in 2011, Snapchat caught people’s attention because of its concept where you could send images and short videos to your friends, which could be taken using the app itself, and would disappear within 24 hours. You have to click on “Stories” to check what people have been posting.

Analytics 75

Analytics Accountability Marketing Personalization 75

Callminer

SEPTEMBER 5, 2017

He believes that communicating with people over the Internet should be as simple an in-person interaction. Additionally, supporting the largest consumer group, the well-researched, impatient digital natives looking for quick and convenient solutions and hyper-personal experiences, is challenging. Nicholas Piël. Billie Jean Bateson.

Call Center 140

Call Center call center software outsourcing Coaching 140

Russel Lolacher

JUNE 29, 2021

How is the time, resources and cost of a social media group (even if it’s one person) justified? Timely customer service – With a customer-centric mindset, we regularly respond to the public to answer questions, correct misinformation, listen to feedback and note rising issues (all shared with relevant business areas).

Education 98

Education Government Metrics Customer Care 98

Amity

AUGUST 5, 2016

I joined Achievers as a CSM in January 2011 and managed a portfolio of accounts across all industries (one of the nicest things about our solution is that it’s industry-agnostic -- all employees from all industries want to feel appreciated). So I always wondered, “ What happened with that customer? Did they hit their goals?

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

Netomi

JANUARY 5, 2022

Through her expertise and personal approach, Denise has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Jim is a frequent keynote speaker, helping employees to engage customers through a personal connection. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product. What does a typical day look like for a member of your team?

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

RichCall

SEPTEMBER 13, 2017

personalization. In addition, the contact centre will also become a powerful resource for finding out what customers think of companies, and for capturing sentiments, feedback, needs and wants. In 2011 Gartner predicted that. It’s good because companies will have much more data to personalize our experiences. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ProProfs Blog

JULY 19, 2019

If 2017 doesn’t jog your memory enough, there are instances from 2019 itself that show just how the opinion of one person can affect a brand. There were personal reasons also involved in the eventual fallout but the key takeaway is that it is essential for you to stay consistent to your brand’s core values.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140