Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). The event consisted of a panel discussion.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

CSM Magazine

DECEMBER 11, 2015

“The survey provides insight from the front-lines of customer care, suggesting that more research and development is needed for customer care before it works” said Christine Landry, communications industry leader, Xerox. Sharp fall in ‘passive’ customers. About the Study.

Customer Care 40

Customer Care Surveys Call Center Technology 40

Taylor Reach Group

OCTOBER 3, 2017

What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! But what about good customer service? Is there a difference between ‘satisfied’ customer versus ‘very satisfied’ customer?

Advertising 50

Advertising Surveys Customer centricity Consulting 50

Comm100

AUGUST 24, 2016

But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated. You have an aggressively sales-obsessed customer care strategy.

Customer Service 56

Customer Service Customer Care Scripts Sales 56

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

Tethr

DECEMBER 7, 2020

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Coaching 72

Coaching Banking Customer effort Wireless 72

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. The more you can learn about your customers’ current experience in your call centers, the better you serve them.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. Your customers care about their banking experience.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. Your customers care about their banking experience.

Banking 45

Banking Management Finance Government 45

Amity

OCTOBER 31, 2016

In just over four years, our Co-Founders, Yoav and Randy, were very successful in building a cool business around this idea and as a result, we still have a large segment of our customer base that comes from that time. Around 2013, we started to shift our focus.

Coaching 0

Coaching Engineering Upselling Marketing 0

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Education 40

Education Metrics Marketing Journey mapping 40

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. A ccording to a recent survey from travel search engine KAYAK, travel ranks among the top reasons Americans want to learn another language. Laura Lakhwara – Senior Manager, Customer Success, UiPath.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. That’s a lot of potential for customer care.

Customer Service 50

Customer Service Customer Care Feedback Surveys 50

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116