Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. So how can they better connect with customers? Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Connecting the Dots

DECEMBER 1, 2021

Briefly, EG requires estimating the sum of revenue retained from existing customers and new revenue from new customers using internal accounting data. Our surveys of B2B put the percentage as high as ninety percent, especially for small and medium businesses. Harper Collins, 2015. [3] The post Net Promoter Score 3.0

B2C 62

B2C Advertising B2B Metrics 62

SharpenCX

JANUARY 15, 2020

Alaska Airlines has been steadily climbing on the ACSI Index since 2015. A little more digging led me to a Twitter account staffed with a 24/7 social care team. And, the airline even asks for CSAT surveys through multiple channels, too. In fact, they have an open CSAT survey on their website. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Balto

OCTOBER 31, 2022

Here’s how you can apply these findings: Set up an onboarding buddy system that pairs new hires with tenured agents Apply an accountability schedule to the program. Send a post-onboarding survey to your new agents: Did this program help them in their role? CSAT Surveys. CSAT Surveys. How satisfied are they with their job?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

PeopleMetrics

JUNE 16, 2015

The Survey Says. However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Check out the Temkin Group's Lessons in CX Excellence, 2015 report for some ideas from a range of different companies.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

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

Kayako

FEBRUARY 4, 2016

They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. Pacific Crest’s report showed that 33% of SaaS companies ended 2015 with an annual customer churn rate above 15% – well above the acceptable rate of annual churn for SaaS companies, which sits at 7%.

SaaS 48

SaaS Accountability Feedback Sales 48

Lumoa

NOVEMBER 29, 2021

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent rather than average. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Return Customer

JULY 25, 2018

A study done in 2015 showed that 85% of customers submitting inquiries through a Facebook account expected a reply within 6 hours. A 2017 customer service benchmark survey done by Super Office revealed that 62% of the 1000 firms they queried did not even respond to their customer service requests.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

CustomerSuccessBox

OCTOBER 2, 2019

In 2015, Hubspot conducted a survey amongst users who had churned from a certain email tool within one week of signing up for the service. The survey found that a full 30% of churned users abandoned the tool simply because they didn’t understand the software. Provide proactive and responsive support on an as needed basis.

SaaS 88

SaaS Accountability Surveys Customer Experience 88

ProProfs Blog

FEBRUARY 13, 2020

Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 What Loyal Consumers Want. Future of Customer Loyalty. million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

ijgolding

DECEMBER 2, 2015

In the Spring of 2015, our strategy team undertook a study to understand the complex relationship between modern organizations and customer experience. We surveyed more than 500 stakeholders at another 188 companies. Finally, there is little to no consensus around internal accountability for the customer experience.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Comm100

JUNE 15, 2022

I think anyone who has a social media account can build a Comm100 Chatbot.” – Lachlan Todd, Communications & Systems Coordinator at Thompson Rivers University. Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. Tangerine Telecom.

Chatbots 78

Chatbots Customer Service Wait times Technical Support 78

Steve DiGioia

DECEMBER 5, 2016

From hiring, training, communication, recognition, accountability, and all of the other cultural factors, Disney employees (cast members) clearly know what is expected of them. Then get to work in embedding those factors in your hiring, training, communication, recognition, accountability, etc. It takes commitment, but it works.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ijgolding

JANUARY 15, 2016

Organisational Adoption and Accountability. In 2015, I worked with many practitioners aspiring to become a CCXP – they are all finding it challenging – some more than others. You would not ask someone to audit your books if they were not a qualified accountant…….would Experience Design, Improvement and Innovation.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

ChurnZero

FEBRUARY 4, 2022

Customer satisfaction can be measured using both quantitative data – such as formal surveys including NPS® , CSAT, and CES – and qualitative data – such as CSM sentiment. Health scores by Account*. Revenue retention by Account. Logo retention by Account. Kristen founded The Success League in 2015.

Metrics 98

Metrics Consulting Consulting Best practices 98

Infinity

OCTOBER 7, 2019

So, it makes sense that 75% of organisations surveyed by Gartner increased their investment in CX technology in 2018, with 52% expected to increase funding further in 2019. Personalised messaging, content, or options based on our likes or interest show that these digital companies are taking us into account. References: 1.

Banking 40

Banking Technology Surveys Accountability 40

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. In banking, customers are seven times more likely to increase their deposits and twice as likely to open an additional account if they rate a bank as excellent rather than average. Still only partially convinced?

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

inmoment

MAY 14, 2020

Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. Just be sure you only have one accountable person assigned to each task or deliverable to ensure there is no confusion about ownership!

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Provide Support

JUNE 15, 2016

A survey by Software Advice concluded that a majority of U.S. If they are related in content, you can save costs by using the same live chat account on all of your websites and even engage the same support team to take care of all websites’ customers. © 2003 - 2015 Provide Support LLC. adults have used live chat at least once.

Advertising 45

Advertising Accountability Best practices Surveys 45

NICE inContact

JANUARY 29, 2019

In addition to supervisors, I’ve seen agents move on to be talented QA analysts, trainers, account managers, schedulers and IT business analysts. Recognize, Recognize, and Then Recognize Some More – According to a Lifeworks survey, 75% of respondents who don’t think they are valued at work are in the market for a new job.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. From a Linear to a Circular Economy.

Technology 77

Technology Big data Analytics Personalization 77

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 82

Big data Analytics Personalization Entertainment 82

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. We’re lucky to have this weeks CSM from the Trenches post from Priscilla Zorrilla of 15Five. Let’s move forward with this week’s blog post! Join the CSM from the Trenches Community.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

JivoChat

JULY 20, 2021

You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers. Major League Baseball, Advanced Media (MLBAM) , used in-app messaging as a content promotion tool by sending personalized messages to fans as soon as teams settled a 2015 playoff series. Use In-Moment Surveys.

Customer retention 52

Customer retention Gamification Education Self service 52

CX Journey

DECEMBER 20, 2017

Twitter-based customer service increased 250% from 2015 to 2017. The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel. What does this mean for how you communicate with customers?

Scripts 54

Scripts Answering services Personalization Customer Experience 54

Enghouse Interactive

JULY 16, 2018

These apps have features such as bill pay, account alerts, mobile deposits, fingerprint authentication, and peer to peer transfers. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. According to a survey by Novantas, half of U.S. Member Obstacles to Adopting Digital Banking.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. In a March 2015 report , eMarketer predicts that Facebook and Twitter will account for a full one-third of all digital advertising by 2017. billion PC users.) Airlines have been providing this type of help for many years now.

Customer Service 0

Customer Service Self service Advertising Airlines 0

LiveChat

AUGUST 24, 2018

A 2015 study from Real Trends, “The Efficacy of Online Live Chat Services for Real Estate,” demonstrated the true power of chat boxes. The study offered a 16-question survey to a group of real estate agencies that had employed third-party chat services to handle their online inquiries. Chat boxes and real estate: a case study.

Real estate 45

Real estate Sales Consulting Consulting 45

Amity

FEBRUARY 24, 2016

By the time of an upsell, it should come as a natural next step in the customer lifecycle that adds value to the customer account and/or solves an additional problem for the customer that they’ve come across. Good news: according to Marketing Metrics, it is about 50% easier to sell to existing customers than to new prospects.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Amity

FEBRUARY 9, 2016

” This should involve coordination across the enterprise, on both an individual account level and a systemic level. For inbound marketers, getting to these new leads is considerably more important than gaining more revenue from existing customers, as shown in Hubspot’s State of Inbound 2015 Report.

SaaS 60

SaaS Customer retention Education Best practices 60

Verint

MARCH 28, 2018

It shows that customer retention has fallen by 16% in the last 3 years (from 61% in 2015 to 51% this year alone). A new report from Verint has examined the future of customer engagement, analysing today’s trends and exploring how these will shape customer engagement by 2030. These functions were also where mobile apps are most used.

Chatbots 29

Chatbots Customer retention Accountability Technology 29

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. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. They created an index of complicatedness , for which they surveyed over 100 listed companies in the U.S. BCG states: The longer it takes for the consequences of a decision to take effect, the more difficult it is to hold a decision maker accountable. And according to BCG, it is.

Employee engagement 84

Employee engagement Accountability Consulting Consulting 84

CSM Magazine

JANUARY 11, 2016

Your plan needs longevity and should align with your strategic goals which will no doubt include some of these: improved customer loyalty, advocacy, account growth, retention or higher sales. Media 2015 survey found that 67% of respondents did not think social media was integrated well enough.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40