ProProfs Blog

JUNE 21, 2019

eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success.

Customer retention 95

Customer retention Sales Marketing Scripts 95

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. A survey by eMarketer found that 63% of people surveyed were much more likely to come back to a website which offers live chat.

Chatbots 52

Chatbots Feedback Surveys Sales 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 52

SaaS B2B Feedback Enterprise 52

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

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

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. Their interaction should be much more personalized and tailored to their needs.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

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

Tethr

JUNE 21, 2019

The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. When we released the book, The Effortless Experience, in 2013, we unveiled a new version of the score which we called “CES 2.0.” recall bias and extreme response bias) that plague surveys as a VoC instrument.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?” But what if it isn’t true?

Management 98

Management Call Center Metrics Entertainment 98

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience 97

Customer Experience B2B Management B2C 97

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. These are simple, speedy ways to get in touch with a real person and quickly fix an issue.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

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. Traditional ways have been wildly inefficient — think long surveys that take 30 minutes to complete — and infrequent — think once a year or even once every two years. What is NPS?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Russel Lolacher

JANUARY 30, 2022

Again, I know I plugged this a few episodes in but privately publicly love I’m feeling I even had one person just privately have a moment and kind of explain their own horrible experiences at work. But for that person to stand up, walk out of their office, and to put on that kind of performance yelling at this individual.

Personalization 52

Personalization Employee engagement Surveys Accountability 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 ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

JustCall

APRIL 20, 2023

Personal Meeting Rooms : Every user receives a personal meeting room with custom URL, which can be launched instantly. User interface CloudCall’s UI gets frequent feedback for being clunky, slow, and difficult to navigate as compared to that of GoToConnect. 1 number is included in each plan. G2 star rating.

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. These are simple, speedy ways to get in touch with a real person and quickly fix an issue.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

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

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Because of this, many invest in their relationships with existing clients by focusing on creating a highly personalized customer experience. Media companies may not personalize their services for each client.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

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. The company – along with other utility providers – realized that many of its customers, particularly the elderly, were targeted and robbed by people pretending to be utility employees.

Construction 40

Construction Technology Surveys Feedback 40

Contact Center Geek

JANUARY 14, 2016

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. One way of ascertaining customer effort is to conduct a survey and ask, "How much effort did you personally have to put forth to resolve your issue?".

Contact Center 48

Contact Center Management Call Center contact center associations 48

Answer Dash

JANUARY 9, 2019

I’ve watched as the word “customer” has gained increasing influence–from the time when Tony Hsieh, CEO and founder of Zappos, was the only person talking about customer service, to now when everyone is talking about customer experience all the time. The purchase of The Washington Post in 2013 for $250 million and Whole Foods for $13.7

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

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

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 54

Customer Service Customer Care Scripts Sales 54

Comm100

NOVEMBER 20, 2015

68% of those surveyed in the 2013 Customer Rage Study said that they were very or extremely upset about how companies responded to their complaints –and we all know that asking a customer to hold is a huge part of that. Because the truth is, while her actions may have been exceptional, her feelings weren’t.

Scripts 40

Scripts Morale Surveys Customer Service 40

Netomi

FEBRUARY 28, 2022

Listening to customer feedback is also essential, she stressed, “we are constantly increasing the number of channels and ways to get feedback.” . That includes the need to ‘know your customer’ both from behavioral and feedback capturing & interpretation, and also ‘make customers feel known and valued’ through various levers.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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. personalization. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Founder/ CEO: Goli Tajadod.

SaaS 10

SaaS Transportation Feedback Construction 10

TechSee

DECEMBER 5, 2017

Customers appreciate: Faster, personalized customer support. Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels.

Contact Center 116

Contact Center Technology Self service Call Center 116

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. Some of the feedback was, ‘I still love you and it’s OK.’

Customer Service 49

Customer Service Customer Care Feedback Surveys 49

Amity

OCTOBER 31, 2016

How did you personally get started in Customer Success? So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. More personally, we work hard to ensure that the Customer Success team itself is a fun team to work on.

Coaching 0

Coaching Engineering Upselling Marketing 0

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. But he’s absolutely right.

Education 40

Education Metrics Marketing Journey mapping 40