Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The survey revealed a number of things about the holiday shopping experience: Other customers are a big source of unpleasantness.

Customer Experience 160

Customer Experience Surveys 160

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Not even because Verizon is buying them for $4.8 Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

VirtualPBX

MAY 25, 2022

Since 2014, the value of taxi medallions has dropped by a staggering 80%. Text a confirmation receipt of payment Request feedback with a text survey. It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. The reality is that clients’ expectations for communication have changed.

Transportation 98

Transportation Surveys Feedback Sales 98

Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see all the numbers from the survey, click here. Women make the lion’s share of shopping decisions in many categories.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

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

FEBRUARY 6, 2019

Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Read Article.

Feedback 110

Feedback Surveys Benchmark Best practices 110

Contact Center Pipeline

FEBRUARY 18, 2015

In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out to achieve with how they currently use their analytics. Do contact centers derive value from their analytics tools?

Contact Center 100

Contact Center Analytics Surveys Call Center 100

Comm100

FEBRUARY 19, 2014

Stats from eDigital Customer Service Benchmark where 2,000 consumers were surveyed regarding their experiences with various customer service channels indicate web chat has the highest satisfaction rating. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Chat Away in 2014.

Benchmark 40

Benchmark Surveys Technology Customer Service 40

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 136

Customer Service Call Center Surveys Customer Experience 136

Customer Interactions

JULY 7, 2015

In the 2014 Temkin Group report, The State of Customer Experience Management, it was found that nearly six out of ten large companies want to be their industry's CX leader within three years. For instance, some offer customer satisfaction surveys to complete but don’t actually hear their customers’ free-form feedback.

Surveys 28

Surveys Feedback Customer Experience Management 28

HGS

OCTOBER 30, 2014

According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Thu, 10/30/2014 - 19:59. What we see anecdotally is also borne out in the research. Don’t customers want to talk to “a real person”?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Call Center Trends 2014. Is it the Voice Channel You’re Looking for?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Toister Performance Solutions

FEBRUARY 18, 2021

Committees, surveys, and more committees produce slogans, banners, and more committees. In 2014, I worked with Clio's then director of support, Catherine Hillier, to complete a customer service assessment. Tell me if this sounds familiar. The CEO announces a service culture initiative. Some progress came quickly. Read more here.)

Advertising 136

Advertising Surveys Customer Service Customer Experience 136

ShepHyken

AUGUST 22, 2016

Harvard Business Review) In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. My Comment: As more businesses shift to an online presence (unless they started there), this article will give you some good insight to what customers want and expect.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

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

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Maru Group

AUGUST 4, 2022

Sony first launched their cloud gaming platform PlayStation Now in 2014, with Xbox Game Pass launching in 2017. Half of gamers had already heard of cloud gaming before taking the survey, with one in ten unsure and two-fifths not aware.

Entertainment 76

Entertainment Surveys Education Marketing 76

ShepHyken

DECEMBER 30, 2016

For instance, a study conducted by Nielsen in 2014 indicated that 55 percent of customers are more likely to pay more for services and goods from companies that have a positive environmental and social impact. This was 10 percentage points higher as compared to a similar survey conducted in 2011.

Surveys 213

Surveys Accountability Management Customer Service 213

JivoChat

MARCH 19, 2023

billion active users since 2014. At the end of the semester, participants answered a survey that included a wide variety of questions. However, in terms of educational opportunities, it still does not receive as much attention as other platforms. Nevertheless, the overall use of Instagram has grown from 200 million to more than 1.5

Education 75

Education Entertainment Accountability Surveys 75

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. and Execs In The Know will be gathering corporate survey responses as a part of our 2017 CXMB Series Corporate Edition research.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes.

Self service 69

Self service Contact Center Surveys Sales 69

GetFeedback

JUNE 12, 2019

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. First, map your NPS survey data to each step of the customer journey. In 2014, we realized that our program was getting outdated,” Sansoin told us.

Surveys 79

Surveys Feedback Benchmark Education 79

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 According to data reported by Kiss Metrics , a 2014 eCommerce survey found that 28 percent of shoppers will abandon their online shopping carts if they are met with unexpected shipping costs. Simple Returns. Customers shop online because it’s convenient.

Engineering 90

Engineering Sales Metrics Surveys 90

aircall

DECEMBER 22, 2021

Employers are starting to adopt the “bring your own device” (BYOD) policy that is projected to hit almost $367 billion by 2022, up from just $30 billion in 2014. A survey showed 42% of employees felt more productive using their own devices as opposed to company-issued ones. The Benefits of Switching to a Cloud-Based Phone System.

Sales 48

Sales Personalization CRM Surveys 48

Satrix Solutions

MARCH 12, 2019

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. 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. Have a CX infrastructure in place.

Customer Experience 60

Customer Experience Surveys Customer centricity Feedback 60

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

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

CSM Magazine

JULY 29, 2021

It was recognized by the Entrepreneurs magazine as one of the ‘100 brilliant companies’ of 2015 and crowned as one of the world’s ’50 smartest companies’ of 2014 by MIT Technology Review. Thanks to the AI-powered platform, it is now easier to synthesize large volumes of feedback, minimizing the response time.

Real estate 98

Real estate Engineering Consulting Consulting 98

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

aircall

JANUARY 24, 2022

This percentage compares with only 67% in 2014. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Automated surveys – Send a brief survey out to customers immediately after contact for instant feedback with little effort. Product information and advice.

Call Center 126

Call Center Best practices call center software CRM 126

Joe Rawlinson

AUGUST 9, 2017

But 53 percent of customers say they want a totally personalized experience, which they feel is a fair exchange for the personal data they provide while shopping online, a Bazaarvoice survey found. Adding self-service options such as an online knowledge database can boost your customers’ satisfaction with their online experience.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Eptica

SEPTEMBER 10, 2015

As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Revation Systems

JANUARY 15, 2020

According Statista , the number of digital banking users was forecasted to surpass 161 million in the United States last year – more than 20% increase from 2014 – and the prevalence of smartphones/digital technologies and an increase in fintech firms are attributed to this rise in digital banking. Tech is Trending.

Banking 62

Banking Healthcare Multichannel Surveys 62

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. 30% said they will switch to a competitor based on this alone!

Customer Service 145

Customer Service Airlines Marketing Banking 145