Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

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. The Benefits of Live Chat Software.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

Contact Center 60

Contact Center Call Center Surveys Technology 60

ShepHyken

DECEMBER 30, 2016

This was 10 percentage points higher as compared to a similar survey conducted in 2011. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping.

Surveys 213

Surveys Accountability Management Customer Service 213

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

CSM Magazine

NOVEMBER 14, 2023

EB Gas uses BigChange job scheduling for all works, including recording of pre-work site surveys and issuing customer quotations. 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.

Engineering 52

Engineering CRM Finance Accountability 52

Interaction Metrics

MARCH 26, 2019

For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years. The post Gallup Says Engagement Matters, What Are You Doing About It?

Employee engagement 48

Employee engagement Metrics Surveys Customer Service 48

Interaction Metrics

MARCH 26, 2019

For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years. The post Gallup Says Engagement Matters, What Are You Doing About It?

Employee engagement 48

Employee engagement Metrics Surveys Customer Experience 48

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

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. Customer Experience Trends 2013: Amazon Claims Top Position. That is to say, Amazon has it—and Bank of America doesn’t. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

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. Present a survey on your site or social media channels in exchange for a discount offer or freebie.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

Fonolo

JANUARY 11, 2022

Renée Evenson’s book contains hundreds of phrases and scripts that you can equip your agents with, so they’re always ready to communicate with empathy , the magic sauce that leads to superior Customer Satisfaction survey scores. How to Train Your Call Center Agents to Exercise Empathy.

Call Center 81

Call Center Marketing Management First call resolution 81

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

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

ijgolding

AUGUST 12, 2018

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. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

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

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. 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

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. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

SaaS 98

SaaS B2B Feedback Enterprise 98

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

CSM Magazine

NOVEMBER 28, 2019

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. . A team of specialist technicians operate across the UK undertaking everything from topographical surveys to underground utility tracing, drainage, CCTV surveying and the lining of drains. “We

Technology 52

Technology Surveys CRM Best practices 52

ClearAction

DECEMBER 11, 2016

Step into your customer’s shoes and think about it: one part of the company you’re buying from asks you to participate in a survey where you voice certain frustrations, and shortly afterward another part of the company asks you to engage in the loyalty program and promote how wonderful the company is.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

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

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

Amity

JANUARY 22, 2014

Here’s a summary of what each panelist learned in 2013 and resolved for 2014: Mario: Since joining Trapeze Group in the fall of 2013, Mario had to quickly get acquainted with the company’s technology and new team before he could roll out broad customer success initiatives. As a result, CSMs have had learn to “let things go”.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

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

Serenova

APRIL 12, 2019

To help get to the heart of the answer, we surveyed 100 US- and Canada-based contact center leaders from this year’s Enterprise Connect 2019 exhibit floor and asked them: What best describes the status of you contact center’s move to the cloud? The number one benefit named by 39% of the survey respondents is scalability.

Enterprise 40

Enterprise contact center solutions Cloud contact Contact Center 40

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

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

Etech GS

JUNE 11, 2019

A 2013 Zendesk report found that: Survey respondents indicated that customer service was the primary factor in whether or not they trusted a vendor. More than half of the companies surveyed by Gartner are using or will be using some form of artificial intelligence to improve customer experiences by 2020. Why Does It Matter?

B2C 40

B2C Surveys Customer Experience Customer Service 40

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

Taylor Reach Group

OCTOBER 3, 2017

That’s up $20 billion since 2013! Being a consultant with interest in customer service, I went a step further and asked a few tables how often they visit this restaurant and what they thought of the service (a very rough customer survey). My survey indicated that all new customers were there based on someone’s recommendation.

Advertising 50

Advertising Surveys Customer centricity Consulting 50

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Myth #1: Remote work decreases productivity and increases attrition. The results were astounding.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Taylor Reach Group

JULY 6, 2018

million complaints logged in 2013. (NY Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. of those surveyed operate in a cloud Contact Center, this only tells half of the story. million complaints about robocalls in 2017, more than double the 2.18 While only 21.0%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

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

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Customer Interactions

JULY 7, 2015

different channels, according to the NICE 2013 customer survey. Digital media has created “now” customers—most of your base—who contact the contact centers via an average of 5.9 To any contact center Compliance Officer, the ubiquity of “now” customers—and the sheer volume of interactions they generate—could be daunting.

Contact Center 28

Contact Center Surveys 28