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. International expansion to be continued.

SaaS 52

SaaS B2B Feedback Enterprise 52

Contact Center Geek

JANUARY 14, 2016

NPS, if managed appropriately, does a great job identifying service deficiencies. For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. I believe it is an extremely valuable methodology for getting customer feedback. Also, it is so important to follow up with customers that provide feedback.

Contact Center 48

Contact Center Management Call Center contact center associations 48

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Only a few managers of the biggest problem areas? It’s rare thanks to narrow survey questions. Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers. Just your customer-facing staff?

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. Now, whenever a customer calls, we have immediate access to their entire history and all of their interactions with us, as well as the ability to manage multiple languages.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.),

Analytics 64

Analytics Surveys Call Center Feedback 64

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

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. Gartner, 2022) CX programs that exceed management expectations are 2.3 Forrester, 2016) The average email survey response rate is 24%. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not. Probably not. 3) Patterns.

Customer Experience 105

Customer Experience Government Surveys Management 105

Quadient

APRIL 24, 2016

The company doesn’t want to face disappointed customers: managing calls from angry customers has a short term cost as well as a longer term cost in terms of customers lost. Do you transform your company based on insights and feedback from the field based on a holistic view of all interactions with your clients? Wealth Management.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

AskNicely

JUNE 18, 2015

They managed to grow faster than every other Y-Combinator, Silicon Valley startup with the least amount of capital invested because of one simple reason – their sole focus was making their customers happy. Strangely enough surveys have been around for hundreds of years but never has there been a way to conduct surveys so efficiently.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

CSM Magazine

DECEMBER 11, 2015

Connecticut Water has been utilizing Verisae’s technology since 2013 for its field service, work orders and customer appointment schedule optimization. In addition to the recognition by CCIA, Connecticut Water was awarded the 2015 Management Innovation Award from the National Association of Water Companies for the customer protection program.

Construction 40

Construction Technology Surveys Feedback 40

Russel Lolacher

JANUARY 30, 2022

But that individual that manager would yell, not get up, not walk out, not ask at a regular tone. And there came up this Harvard Business Review article from 2013. Now this is going back to 2013. So back in the 2013 article, he said to him, it’s all about context, and culture and the history of that relationship.

Personalization 52

Personalization Employee engagement Surveys Accountability 52

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. “We evaluated a lot of different tools and we chose GetFeedback because it’s easy to use,” explained David Wallis, Senior IT Manager at the Stealthwatch Division of Cisco. . ” said David. .

Surveys 15

Surveys Customer centricity Engineering Feedback 15

SmartKarrot

SEPTEMBER 18, 2020

Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them. Along the way, it offers relevant hints, feedback and clarification too.

SaaS 21

SaaS Education Coaching Healthcare 21

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. In fact, 18% of managers plan to introduce or upgrade this emerging technology in the next two years. Managing the Millennial Workforce .

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Comm100

AUGUST 24, 2016

People don’t feel like taking surveys and they flat-out don’t want to contact customer care (except when they’re really, really annoyed), so you’ll probably remain blissfully ignorant of the bulk of your customers’ true feelings. limited functionality. difficulty getting a hold of a live representative.

Customer Service 56

Customer Service Customer Care Scripts Sales 56

SmartKarrot

JANUARY 25, 2022

BugHerd provides top-notch services for bug tracking and website feedback. BugHead’s visual feedback saves teams at least 4 hours every week from cutting down on unactionable and unclear feedback. The company, set up in 2013, has garnered global recognition. Headquarter: Melbourne, Australia. Culture Amp. Employment Hero.

SaaS 10

SaaS Transportation Feedback Construction 10

SmartKarrot

MAY 13, 2020

With the growth of SaaS industry, more and more Product Management teams are wondering as to how they can measure a very important aspect, and potentially the strongest leading indicator of success for SaaS Platforms: User Engagement. It’s about appropriately measuring Customer & User Engagement….

SaaS 10

SaaS Upselling Analytics Metrics 10

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

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. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

Banking 45

Banking Management Finance Government 45

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Therefore, surveys of B2B practices may understate the actual work being done. Trendy Customer Experience Management. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. What gets measured gets managed.” – Peter Drucker. These surveys were reported once a year in a board meeting, considered briefly, then largely forgotten until the next time.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

aircall

NOVEMBER 3, 2016

This can be due to a business spreading itself too thin, and offering more channels to their customer than their staff can manage. Surveys are very useful in that regard. You can conduct a survey on your website, over email, and in almost any channel. Use this feedback to make data-driven decisions to benefit your business.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short. Often it’s because of the way we start our customer experience management efforts.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Get Customers Feedback What people want to know is that their needs are understood and addressed.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

aircall

NOVEMBER 3, 2016

This can be due to a business spreading itself too thin, and offering more channels to their customer than their staff can manage. Surveys are very useful in that regard. You can conduct a survey on your website, over email, and in almost any channel. Use this feedback to make data-driven decisions to benefit your business.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Contact Center and CX Research and Reports. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. I graduated wanting to go work as a Brand Manager for a big fortune 500 company. Around 2013, we started to shift our focus. When I was in University I would not even have been able to tell you what Customer Success was.

Coaching 0

Coaching Engineering Upselling Marketing 0

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Education 40

Education Metrics Marketing Journey mapping 40

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

Netomi

FEBRUARY 28, 2022

An operations and business innovation expert, she has more than 10 years of project management experience across industries and geographies. . Listening to customer feedback is also essential, she stressed, “we are constantly increasing the number of channels and ways to get feedback.” . Connect with Anastasia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

MAY 11, 2021

There is a need for a unique capacity to manage and experience this surge of growth called hypergrowth. This is by actively listening, incorporating customer feedback and more into product development. This feedback has increased the chances of hypergrowth. The emphasis is on product development and project management.

Customer centricity 10

Customer centricity SaaS Upselling Metrics 10

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% To do so, here are some practices that you can implement: Ask customers for feedback. Respond to customer feedback. Incorporate feedback into your product, service, or e-commerce website. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116