CSM Magazine

JULY 19, 2023

Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’. About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Pipkins

JUNE 29, 2022

Our development methods are compliant with our ISO 27001:2013 certification. We were happy to see all the visitors at our booth and welcomed their feedback. After the exploratory tests are completed, a more formal test plan will be produced. Our team made it back safely from the SHRM 2022 Conference in New Orleans. Amanda Patoka.

Feedback 52

Feedback Management 52

CSM Magazine

JULY 10, 2023

Feedback from site visits is automatically shared with back-office staff in order to produce quotations within a defined timeframe. About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

Finance 52

Finance Engineering CRM Enterprise 52

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

PeopleMetrics

JUNE 18, 2015

Embrace human nature and adjust to feedback. This is why customer feedback is so important in the execution of your strategy. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. CC BY-SA 2.0.

Customer centricity 107

Customer centricity Feedback Customer Experience Sales 107

Nicereply

MARCH 26, 2020

Founded in 2013 by pioneers in speech recognition, Sense uses machine learning technology to provide real-time insights on device behavior, even for those devices that are not “smart.” People at Sense believe that customer feedback is the key to success in business. We use Zendesk to capture tags and reason codes.

Feedback 72

Feedback Customer Support Metrics Customer Service 72

CSM Magazine

APRIL 21, 2022

. “The BigChange University means we can get new staff up and running in no time and, unlike other software companies, BigChange is open and reactive to feedback.”

Engineering 52

Engineering Finance CRM Enterprise 52

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

CSM Magazine

NOVEMBER 8, 2022

The system is also improving communication between field-based teams and back-office staff, raising customer service levels and boosting feedback with real-time updates, ETAs and reporting. In addition, the management of staff and vehicles is streamlined with automated checks and alerts, real-time tracking and 24/7 visibility of remote staff.

Finance 52

Finance Engineering CRM Advertising 52

CSM Magazine

JUNE 29, 2020

A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. Give feedback. What does your internet package have to do with efficiency? Quite a lot, as it happens.

Morale 52

Morale Customer Service Feedback Call Center 52

Lumoa

SEPTEMBER 16, 2022

A significant change since 2013 when it is the other way around. There were previously 45% of people sharing negative feedback on social media and only 32% sharing positive feedback. A score of less than 4 means a business will less likely to receive negative feedback when an interruption happens. retail industry).

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. We’ve seen an average increase in sales of 68% YoY since 2013, and have be en able to support this growth with just one new full-time and one part-time customer service representative.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers. Allow customers free range to give you feedback on whatever they want whenever they want. Design customer feedback reports for greatest meaning to departments.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Vonage

JANUARY 3, 2017

billion less than in 2013. When we asked consumers in 2015, they cited the same reasons as in 2013: not feeling appreciated, unhelpful/rude staff, being passed around to multiple people, not being able to get answers, and becoming fed up of queuing and not being able to speak to a person. Respond quickly.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 52

SaaS B2B Feedback Enterprise 52

Maru Group

AUGUST 1, 2018

Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and externally. As Yodel’s business has evolved, Have Your Say has grown alongside – Maru/edr have taken it from a customer feedback survey to a way of working.

Customer Experience 40

Customer Experience Transportation Best practices Surveys 40

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%). The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

ProProfs Blog

JUNE 21, 2019

According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. A key benefit of such customer interviews is that you can get detailed feedback on your product.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Using digital surveys is another way to garner valuable feedback. At what point after your app has been downloaded do logins tend to decrease or stop?

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

The Petrova Experience

OCTOBER 12, 2021

It incorporates a customer feedback management system that delivers customer feedback. In turn, customer experience elements address that feedback. Back in 2013, Kelly Bodine created the below image comparing Customer Experience (CX), Service Design (SD), and User Experience (UX). CX, SD, and UX as 3 Useful Design Tools.

Customer Experience 59

Customer Experience Journey mapping Airlines Government 59

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. Natural language processing can be used to understand all the phrases a user makes about a brand in a review, complaints, feedback, and comments. The Benefits of Live Chat Software 1.

Chatbots 52

Chatbots Feedback Surveys Sales 52

Jive

APRIL 3, 2019

Established in 2013, TrustRadius has become the most trusted site for B2B software reviews. Based entirely on customer feedback, they have never been influenced by analyst opinion or status as a TrustRadius customer. Well, in addition to that big news, TrustRadius just named Jive a 2019 Top-Rated VoIP Provider !

voip 52

voip B2B Call flow industry standards 52

Eptica

SEPTEMBER 30, 2015

It shows there has been scant change to customer service levels, with no overall improvement since 2013. out of 100 – in January 2013 it was 78.2. This means that they can deliver a consistent, personalized experience, across every channel, and even use customer feedback and previous consumer behavior to deliver new products.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Babelforce

JANUARY 7, 2021

The airline introduced conversational AI in 2013 and uses it (very successfully) to solve customer queries and gather data. #8 9 SiteGround makes feedback easy. You need a lot of feedback before you can learn from it. You need a lot of feedback before you can learn from it. 8 Anglian Water gets proactive. Get the eBook!

Upselling 52

Upselling Airlines Contact Center Customer retention 52

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Agents can also send feedback directly to script authors to further improve processes. To implement continuous training.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Bill Quiseng

JULY 28, 2014

This feedback can help the front line staff in refining their strategy to best suit their customer’s needs. Cayzu was founded in 2013 and is quickly gaining traction in the helpdesk software industry as a simple and affordable alternative to more expensive and complicated solutions.

Customer Service 143

Customer Service Best practices Customer Support Management 143

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), I've made some modifications. How do you make sense of your customers' words?

Analytics 64

Analytics Surveys Call Center Feedback 64

Nicereply

MARCH 17, 2020

The International Day of Happiness was started by the United Nations in 2013 with the goal of bringing greater focus and recognition to the importance of happiness and well-being in the lives of people around the world. The world will celebrate the seventh annual International Day of Happiness on March 20, 2020. Talk about a noble goal!

Coaching 88

Coaching Customer Support Feedback Management 88

aircall

JUNE 28, 2022

Because at some point, with 100 customers, we received too much feedback, and it became unclear what to develop. . We lost 60% of our customers, but those who remained found real value in the product, and we could build on their feedback. Aircall’s Startup Journey. But let’s cut the s**t ?? that’s not the case here! . The Takeoff.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Quadient

APRIL 24, 2016

Do you transform your company based on insights and feedback from the field based on a holistic view of all interactions with your clients? Laurent has been working for Quadient since 2013. Do you know how the Voice of the Customer (VoC) is captured and analyzed? He is now part of the Quadient Product Marketing team.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

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. We invite our readers to comment and ask questions on similar challenges that they might be facing in their organizations when it comes to setting up systems and processes to deliver a great experience.

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

JustCall

APRIL 20, 2023

User interface CloudCall’s UI gets frequent feedback for being clunky, slow, and difficult to navigate as compared to that of GoToConnect. This makes it easier for businesses to manage all customer data on a centralized platform. User interface JustCall has a more modern and intuitive user interface with a higher degree of functionality.

voip 52

voip CRM call center software Interactive Voice Response 52

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone is the perfect channel to use to ask for feedback on your customers’ experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

Nicereply

MARCH 14, 2023

No amount of coaching, training, or quarterly feedback surveys will prevent it. The Effortless Experience: Conquering the New Battleground for Customer Loyalty By Matthew Dixon, Nick Toman, and Rick DeLisi Published: 2013 Length: 257 pages “The way to win the loyalty of your customers is by delighting them.”

Management 98

Management Call Center Metrics Entertainment 98

CX Journey

MARCH 5, 2019

They are the brains behind a movement called Immortal Fans, a campaign they created in 2013 for Sport Club Recife in Brazil. Customer Experience: Marketing without Marketing Why Bother Giving Great Service? Do You Have a 12th Man Advantage? Raving Fans vs. Fairweather Fans What is the CX End Game? Raving fans. They are the ultimate fans.

Feedback 34

Feedback Marketing Customer Experience 34

Clarabridge

FEBRUARY 2, 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. Some of these penalties are directly tied to poor customer experience.

Banking 45

Banking Advertising Accountability Best practices 45

FreshGrade

APRIL 16, 2019

To provide feedback to help her excel. Providing feedback that moves learners forward. Strategy 2: Engineering effective classroom discussions, questions, and learning tasks that elicit evidence of learning & Strategy 3: Providing feedback that moves learners forward. Who is the primary user of the data? Next grade teacher?

Coaching 58

Coaching Benchmark Education Feedback 58