Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel.

Advertising 66

Advertising Best practices Upselling Analytics 66

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

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. Still, a significant digital divide remains between younger and older Americans.

Healthcare 48

Healthcare Personalization Education Technology 48

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming.

SaaS 98

SaaS B2B Feedback Enterprise 98

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. Apple Chat or WhatsApp).

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

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.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013. But with age comes a variety of health problems, which can mean more doctor visits and medications to manage.

Healthcare 48

Healthcare Personalization Education Technology 48

ijgolding

AUGUST 12, 2018

Happy mental states may reflect judgements by a person about their overall well-being.” In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I distributed a short survey to people within my networks on LinkedIn, Facebook and Twitter.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Ok, so with the adjusted numbers there is only a slightly higher increase in wages than mentioned before. So, what are we waiting for?

Morale 167

Morale Employee engagement Surveys Management 167

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

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

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. Joe heads Coca-Cola’s 300+ person Inside Sales and Service team and serves as Site Manager. EXPERT SESSION – Agent Retention is Not An Accident.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Etech GS

JUNE 11, 2019

Demographics, buying preferences, touch points, and many other factors contribute to a massive set of data that no one person can cross reference and analyze alone. A 2013 Zendesk report found that: Survey respondents indicated that customer service was the primary factor in whether or not they trusted a vendor.

B2C 40

B2C Surveys Customer Experience Customer Service 40

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. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

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

SharpenCX

APRIL 21, 2020

How do you create goals and job descriptions that foster the behavior you want from each person? In fact, a recent survey found that 77% of workers report they are more productive when working remotely. Send out surveys to see who has more flexibility at home, and who needs to stick to predetermined shifts. That’s tricky enough.

Best practices 76

Best practices Management Coaching Metrics 76

The Petrova Experience

JULY 16, 2020

We surveyed 75 global senior leaders at the end of May 2020 from our own client base, with a geographic skew toward USA and Europe, and industry skew toward technology and media. Leaders were having more personal and informal inquiries with team members, with a focus on emotional well-being, beyond the work itself.

Consulting 52

Consulting Consulting Personalization Surveys 52

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming.

SaaS 52

SaaS B2B Feedback Enterprise 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

CX Journey

DECEMBER 20, 2017

73% of customers prefer to solve a problem with a real person, but there’s another side to that coin: 32% of customers think the phone is the most frustrating way to connect with a business. The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel.

Scripts 54

Scripts Answering services Personalization Customer Experience 54

Vonage

OCTOBER 22, 2015

John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager. Speech and text analytics.

Technology 113

Technology Customer Service Gamification Wireless 113

Natalie Petouhof

FEBRUARY 29, 2016

according to one 2013 survey – and the presence of sexism in all corners of the overwhelmingly male tech industry has been well documented. In 2013, GitHub installed a rug in its headquarters that read, “United Meritocracy of GitHub.” After all, women make up a very small percentage of software developers – 11.2%

Engineering 49

Engineering Technology Surveys Personalization 49

Clarabridge

JUNE 13, 2017

I’ve personally been with Dorel Juvenile since January 2014 and am passionate about enriching lives with solutions that compel consumers to absolutely LOVE a brand. Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table.

Benchmark 40

Benchmark APIs Sales Call Center 40

CX Journey

APRIL 7, 2015

Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? Don’t worry! You''re not alone. Why is this important? They require collaboration.

Journey mapping 64

Journey mapping Multichannel CRM Customer Experience 64

Voxjar

JUNE 8, 2021

Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Founded in 2013. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. Playvox does offer a free trial but you have to talk to sales to get started.

Call Center 51

Call Center Analytics Enterprise Sales 51

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

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. This may include a team captain, a quality assurance specialist, a campaign coordinator, and a program/floor manager that all report to a unit director and other persons within senior management. Increasing context.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

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. It automatically detects the mistakes and alerts you followed by a score.

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

C Space

MAY 26, 2020

“Even though the crisis has temporarily changed how we move, the long-term trends that drive on-demand mobility such as declining personal car ownership or the shift towards greener transportation continue to grow.” According to a survey taken by the U.S. Bolt offers also scooter rental and food delivery.

Education 52

Education Advertising Sales Transportation 52

LiveChat

JANUARY 20, 2017

A hundred years ago people used to go to the store and would get help in person. In 2013, American Express Service conducted a survey with 1620 consumers. If VR sees its way to our homes, joining an assistant personally inside a virtual office would no longer stay in sci-fi movies. A quick history of customer service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

C Space

JULY 2, 2020

But the team has dug in its heels, with owner Dan Snyder saying in 2013 he would “never change the name.” Now, Walgreens plans to build out customer IDs for those 100 million members in order to personalize the experience for each. Native American leaders have pushed for the Washington, D.C.,

Airlines 52

Airlines Advertising Automotive Multichannel 52

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

Contact Center Geek

JANUARY 14, 2016

For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. 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?". I'm not suggesting companies abandon NPS.

Contact Center 48

Contact Center Management Call Center contact center associations 48