Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. One major hurdle is the lack of awareness and understanding of basic CX principles and best practices. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Call Center Trends 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

JUNE 11, 2020

Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today. In the first of our three-part series, we focused on the thoughts of the great minds of classical antiquity.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Customer satisfaction is at its lowest level since 2015. Best practice takeaways from the UKCSI.

Best practices 54

Best practices Surveys Customer Service Technology 54

Fonolo

MARCH 22, 2022

According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research. 89% of survey respondents claim that if a task is gamified, they feel eager to complete it and are in a competitive mood.

Gamification 75

Gamification Call Center Contact Center Feedback 75

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

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. during the holiday shopping season this year. Read more. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Customer Interactions

MARCH 31, 2016

Between September and October 2015, Aberdeen surveyed 254 end-user organizations to understand their sales compensation and overall sales performance management best practices.

Sales 36

Sales Best practices Surveys Management 36

Global Response

OCTOBER 2, 2023

LET’S CONNECT You might think of Chipotle, with their food safety and E.coli outbreaks back in 2015-2018, or the backlash that United Airlines faced after a video of a passenger being forcibly escorted off a plane due to overbooking went viral online.

Call Center 62

Call Center Management Airlines outsourcing 62

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. Here are four fairly simple ground rules or best practices—one’s that should be discussed and agreed to at the start of any meeting where problem-solving and or creativity are required.

Construction 59

Construction Education Best practices Customer Experience 59

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Essentially they can improve their experience by reviewing how other people operate and applying best practice.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Comm100

NOVEMBER 29, 2021

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. With this knowledge, we have put together the most up-to-date best practices for how to create the perfect live chat experience. Note: This blog post was originally published in July 2015. Learn more.

Best practices 79

Best practices Average Handle Time Surveys Banking 79

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. Then the boom of US-based virtual assistants happened. They finally found a good fit, right? Here’s why.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. Certification tracks include: VoC Certification – a three-day track designed to provide a basic overview of Voice of the Customer (VoC) best practices for those new to CX or building new programs. Best Practices in CX Data Collection (one day).

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

Balto

OCTOBER 31, 2022

For example, onboarding buddies meet with new hires twice during their first month to answer questions and discuss best practices. Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Recruiting excellent agents can be a challenging task.

Call Center 56

Call Center Gamification Coaching Surveys 56

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. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

COPC

AUGUST 10, 2016

The CXMB Series, a survey collaboration between Execs In The Know and COPC Inc., will be presenting latest best practices and industry observations in a keynote presentation for more information, go to [link]. On Monday, Sept 19, COPC Inc. is published bi-annually and features both Corporate and Consumer Editions.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

Influitive

OCTOBER 11, 2015

The 2015 B2B Buyer’s Survey Report found that 20% of respondents consider peer recommendations one of the top information resources when researching potential vendors (along with web research and analyst reports). In today’s hyper-connected world, people aren’t shy about sharing their opinions—and B2B buyers are listening.

B2B 111

B2B Marketing Best practices Feedback 111

Provide Support

APRIL 26, 2016

According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. © 2003 - 2015 Provide Support LLC. How to inspire your customer service team. There’s a way to do it better – find it. You just need to keep moving forward and find a better way. Read more.

Customer Service 45

Customer Service Surveys Best practices 45

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

ChurnZero

FEBRUARY 4, 2022

In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Best practices to better engage your investors and board. Best practices to better engage your investors and board. Kristen founded The Success League in 2015.

Metrics 98

Metrics Consulting Consulting Best practices 98

Talkdesk

AUGUST 25, 2016

State of Customer Service Report : 55% of consumers expect better customer service now than in 2015. The brand’s 150-question customer survey produced lots of data. But it was less clear how to translate those numbers into best practices for their agents. Today’s Consumer and Traditional Metrics. The solution?

Metrics 41

Metrics call center software Abandon rate Call Center 41

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. Also, ensure that your advocates know your product as well as you do.

B2B 66

B2B Marketing B2C Education 66

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Surely, a customer-focused team would be best to handle a customer-facing metric aggregation.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Provide Support

JUNE 15, 2016

A survey by Software Advice concluded that a majority of U.S. © 2003 - 2015 Provide Support LLC. If you have only been considering to add live support to your website, you may also find this blog useful to outline for yourself what steps will be needed to make this tool efficient and worth having. What tricks does your company employ?

Advertising 45

Advertising Accountability Best practices Surveys 45

NICE inContact

JANUARY 29, 2019

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. Globally, they moved into that position in 2015. Recognition matters and it can be so easy and inexpensive to do.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

Amity

FEBRUARY 24, 2016

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. Retention is cheaper than acquisition: An Econsultancy survey found that 82 percent of companies agree that retention is cheaper than acquisition. .

Upselling 48

Upselling SaaS Best practices Customer retention 48

Amity

FEBRUARY 9, 2016

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. Retention is cheaper than acquisition: An Econsultancy survey found that 82 percent of companies agree that retention is cheaper than acquisition. .

SaaS 60

SaaS Customer retention Education Best practices 60

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. It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Kayako

MARCH 2, 2017

When you meet these minimum expectations—and any other expectations you’ve discovered by surveying and studying your customers—you deliver on your customer service promises and keep your customers (fairly) satisfied. Esaí Vélez (@EvpLares14) November 26, 2015. Customers expect to contact companies to give feedback. No movies, no TV.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Kayako

FEBRUARY 14, 2018

Sixty-four percent of retailers surveyed credit their loyalty programs as the most effective method for connecting with customers. In 2015, they launched a new loyalty program, called Plenti, that allows customers to earn points at a variety of partner businesses and redeem them at the partner of their choice. Plenti Rewards.

Customer retention 72

Customer retention Marketing Surveys Best practices 72

Provide Support

APRIL 13, 2016

Survey customers and get their feedback. Giving your customers exactly what they want is one of the best ways to increase sales, build trust and gain repeat clients. To figure out what your customers’ needs and preferences are, running a survey is very efficient. © 2003 - 2015 Provide Support LLC.

Surveys 43

Surveys Feedback Personalization Customer Experience 43

Provide Support

OCTOBER 7, 2015

The recent stats from 2015 U.S. According to Genesys Global survey, 78% of customers think that competent customer service reps are most responsible for a happy customer experience. Seeing clearly the dysfunction of the current state is the most important aspect of a journey back to a balanced state.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

Avaya

OCTOBER 21, 2016

This increase in security is especially significant to the midmarket, where the number of attacks reported by midsize companies increased 64% between 2013 and 2014, according to the 2015 global survey report.

Best practices 59

Best practices Contact Center Enterprise Call Center 59

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. 3 Reasons You Don’t Need a Survey to Listen to Customers. Follow Frank on Social Media: Twitter: Frank Eliason (@FrankEliason).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98