Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

GetFeedback

JUNE 12, 2019

For example, organizations focus on improving one service interaction, or one check-out experience. Leverage customer feedback. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process.

Surveys 79

Surveys Feedback Benchmark Education 79

Satrix Solutions

MARCH 12, 2019

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. Think about Zappos as an example. Customer experience goes well beyond an occasional survey asking how you’re performing. But it’s not enough to simply implement a few static customer service policies and call it a day.

Customer Experience 60

Customer Experience Surveys Customer centricity Feedback 60

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” In the new ‘empathy economy’, the secret weapon lies within your customer feedback and your brand’s ability to turn those insights into action as quickly as possible. or “how was your experience 0-10?”

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Microsoft’s Zune debacle is a perfect example of this. To illustrate, let’s take the example of United Airlines’ reputation crisis. That’s a huge mistake.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Nicereply

MARCH 14, 2023

A book about leadership skills The Culture Map By Erin Meyer Published: 2014 Length: 290 pages The Culture Map should be an indispensable book on your shelf if you lead multicultural teams or have customers from different backgrounds (and that’s pretty much all of us). You’ve become the bad person in this scene.

Management 98

Management Call Center Metrics Entertainment 98

delighted

OCTOBER 22, 2019

In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. What is NPS? How is it measured?

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

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 ). In 2014, the most likely reason a customer is in the branch is to resolve an issue. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

FreshGrade

APRIL 23, 2019

A Survey that Bullis Charter Schools took about "Focus Learning Goals" (FLG's) before implementing a digital portfolio. Teachers can provide feedback to the student and parents can participate as well. Both teachers and parents can provide comments and feedback in an ongoing conversation that happens in real time.

Education 75

Education Feedback Construction Surveys 75

delighted

JANUARY 7, 2020

Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. The only reason I'm in there is I was blogging for Salesforce at the time and responded to a vague request from an editor to take a productivity survey. He wasn't interested in any insights or feedback.

Coaching 61

Coaching Surveys Sales Contact Center 61

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

customer sure

NOVEMBER 26, 2014

Our competitors may have deep pockets, but not many of them get public feedback like this: “Excellent product coupled with fantastic customer service. The contrast with the feedback for a big company we compete with stands out to people who are researching the market thoroughly: (All scores out of 10, and correct at time of publishing.).

Surveys 97

Surveys Feedback Marketing Benchmark 97

PeopleMetrics

OCTOBER 19, 2015

Here are a few examples: When you're gauging whether customers are able to satisfy their basic needs. Here are few examples: When you’re working on finding sticking points in your customer experience. Helm Crag Walk, Grasmere, Lake District, 6 July 2014, L56 by Lynn Rainard , CC BY-SA 2.0. When you're testing pilot initiatives.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

CustomerSuccessBox

SEPTEMBER 3, 2021

A report found that “between 2014 and 2018, the average office worker received around 90 emails per day and sent around 40.” They are waiting for internal feedback. You can also send them Personalized giveaways, like an example could be autographed books. Most SaaS business communication still relies majorly on email.

SaaS 52

SaaS Personalization Surveys Marketing 52

Squelch

JUNE 18, 2019

At this stage, your CSM needs to go beyond analyzing feedback into discovering new business outcomes for your customers. This inquiry can be carried out by a survey for smaller clients. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Generate and Plant Ideas.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

C3Centricity

OCTOBER 1, 2019

Imagine my surprise therefore when I got the following email a day or so after submitting my review: “Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. Here are a few examples of other companies who go above and beyond in terms of their own customer service. Brompton Bikes.

Marketing 72

Marketing Customer centricity CRM Transportation 72

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.

Customer Experience 105

Customer Experience Government Surveys Management 105

The Petrova Experience

DECEMBER 14, 2021

The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. As an example, Tobaccowala talked about Automattic’s distributed engagement model. Or, until you gather enough employee feedback that indicates a positive reception to your employee experience design.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. For example, if a customer asks you if she should buy a mountain bike or a cruiser bike, tell her what the technical differences between the bikes are. The Vague Customer.

Self service 41

Self service Surveys Customer Service Feedback 41

ProProfs Blog

JANUARY 30, 2020

The statistic on customer engagement above is a clear example of how good engagement strategies also result in improved employee productivity. This stat describes that if you’ve really worked on active engagement with your customers, they will leave awesome feedback for you. During the survey, 29.3 Source: Deloitte ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

delighted

APRIL 5, 2019

The sheer amount of data alone that comes in from surveys can cause delays in responding to customer feedback and hinder efficient growth. To have answered a bevy of surveys but not see any significant change is discouraging. Taking action on customer feedback. Collecting user feedback is just the tip of the iceberg.

Feedback 44

Feedback Customer Experience Surveys Best practices 44

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. This works by aligning what's taught in training with feedback from the manager and the employee's actual work. Take meetings for example. First, if you're the boss, you need to set an example.

Advertising 28

Advertising Personalization Contact Center Surveys 28

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

Beyond Philosophy

JUNE 9, 2015

For example, earlier this month on a flight from Spain to London, the airplane took off without any toilet paper ! Here are some other examples: They still have fees, for everything. When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Airlines 344

Airlines B2C Surveys B2B 344

SmartKarrot

NOVEMBER 10, 2021

For example, a survey of U.S. business leaders done by Gallup in 2014 clearly came with the result that “happy employees are the key to happy customers”. The only element that can save your organization from negative customer feedback is your employees who ‘genuinely’ cares for the reputation of your business.

Customer Experience 11

Customer Experience Brand ambassadors Metrics B2B 11

Russel Lolacher

SEPTEMBER 20, 2022

So for example, you know, black women in the workforce or indigenous populations in professional jobs, or academia, like women and academia specifically. If you do your employee voice survey, we do those quarterly. I am very sensitive hypersensitive to like critical feedback. What have I done? What am I done?

Marketing 111

Marketing Employee engagement Feedback Personalization 111

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Here’s an example of hold time frustration being shared on Twitter: How long are your customers waiting in the queue before their questions are addressed? custserv #contactcenters #customerservice Click To Tweet.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Kayako

MARCH 14, 2022

One survey showed that after a negative customer service experience, a whopping 73% of Telecom customers shared negative opinions about the company with friends, family, or colleagues, and 22% of them shared their experience on their social media channels. Reach out and survey customers at strategic points in the customer journey.

Customer Service 62

Customer Service Metrics Surveys Wait times 62

ProProfs Blog

AUGUST 8, 2019

There are a few brands that have become classic examples of bad customer service because of the mistakes they have made. In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. A good tool to create awesome training courses easily, for example, is ProProfs Training Maker.

Customer Service 76

Customer Service Airlines Feedback Sales 76

AskNicely

JULY 26, 2015

If you can show recent feedback, it shows your brand is popular now, not back in 2012. Photos – Words work better when you put a face to the feedback. COLLECT REGULAR FEEDBACK USING NET PROMOTER SCORE. For the purposes of this post, we’re interested in it’s ability to gather large amounts of customer feedback.

Feedback 60

Feedback Surveys SaaS Personalization 60

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. In 2014, Ian officially became a Certified Customer Experience Professional. 3 Reasons You Don’t Need a Survey to Listen to Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Toister Performance Solutions

AUGUST 27, 2019

This is a highly-publicized example, but companies release faulty products and services every single day. Here are a few examples: A hotel's airport shuttle was chronically late. You can easily involve your reps to do this without a survey. Terrible Policies Cancelling your Comcast service wasn't easy in 2014.

Customer Service 59

Customer Service Wireless Advertising Airlines 59

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. So in my example, there was this company years ago, and they thought US researchers that the data analytics nerds only could crunch numbers. So that was an example of breaking down those silos. So the client had customer surveys, right? Robyn Petree-Guzman.

Coaching 59

Coaching Engineering Personalization Feedback 59

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Finance Government 45