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. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Also, the survey showed that nearly 20% of U.S. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

FEBRUARY 22, 2018

One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center. The takeaway is from this report is twofold.

Customer Experience 40

Customer Experience Contact Center Surveys Feedback 40

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. Alaska Airlines has been steadily climbing on the ACSI Index since 2015.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Revation Systems

JANUARY 5, 2023

A study by Deloitte surveying B2B purchasers revealed those who very strongly agreed that the brand employed measures to prevent data loss and privacy breaches were 24% more likely than average to highly trust the brand. Just ask our 600+ financial service customers. Our final decision was based on a measurement of trust.

Best practices 62

Best practices Morale B2B SaaS 62

ProProfs Blog

JUNE 11, 2020

Leicester City proved that the model still works by winning the English Premier League in 2015/16. play a big part in our decision-making process, but what also plays a part is the personal opinion of people. As customers become increasingly technical and more savvy, companies have realized the importance of customer experience.

Surveys 97

Surveys Metrics Feedback Marketing 97

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

SaaS 98

SaaS B2B Feedback Enterprise 98

Balto

JUNE 3, 2022

more likely to feel extremely empowered to solve customer issues. Customer experience and attrition are focal points for many contact centers and engagement is a proven factor in improving both, so leaders can’t afford to shrug their shoulders when it comes to engaging remote employees. Take Engagement Surveys Seriously.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Enghouse Interactive

JULY 16, 2018

Digital Banking Success Begins with Customer Experience. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. Some customers have hesitations for adopting digital banking despite the obvious benefits to both the consumer and the financial institution. The Problem of Disjointed Data.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. 48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Benchmark 89

Enghouse Interactive

FEBRUARY 12, 2021

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Customer satisfaction is at its lowest level since 2015. points lower than in January 2020, and the lowest level since July 2015. The big switch to digital customer service.

Best practices 54

Best practices Surveys Customer Service Technology 54

Liveops

JANUARY 6, 2020

Tapping into the alternative workforce can fill positions with unique talent and experience. . According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business. Improve employee experience to improve customer experience.

Call Center 77

Call Center virtual call center Surveys outsourcing 77

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. And customers are happy to send new business your way. As a result, they overlook the pain points damaging the customer experience.

CRM 83

CRM Feedback Customer centricity Surveys 83

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. As the voice of the customer, we should choose words and speak in a way that includes and welcomes all identities and experiences and continue to learn and grow toward achieving that goal. Below is the revival of my original blog post from 2015.

Construction 59

Construction Education Best practices Customer Experience 59

Fonolo

OCTOBER 25, 2017

There are a number of problems with counting “interactions” (see discussion here ) but, more importantly, this data misses a key point: There is a unique quality to a live conversation with another person that is difficult to replace. Be wary of surveys that ask consumers “have you tried…?” You can download the report here.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

DMG Consulting

MARCH 15, 2017

In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The results of our annual survey are always interesting, but what makes them useful is that they have proven to be an accurate indicator of company priorities and investments. By Donna Fluss. What’s New in 2017?

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Steve DiGioia

DECEMBER 5, 2016

The solution is to keep customers “front and center” for leaders and everyone else. I like the idea of a Customer Room proposed by Jeanne Bliss. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Our customers won’t notice.” Grant Cardone.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Global Response

OCTOBER 2, 2023

The end result is faster and more timely service that results in better customer experiences and improved online reputation. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Ready to perfect your CX?

Call Center 62

Call Center Management Airlines outsourcing 62

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Liveops

JANUARY 6, 2020

Tapping into the alternative workforce can fill positions with unique talent and experience. . According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business. Improve workforce experience to improve customer experience.

Call Center 62

Call Center virtual call center Surveys outsourcing 62

ProProfs Blog

FEBRUARY 13, 2020

Future of Customer Loyalty. How to Build Customer Loyalty. Live Chat & Customer Loyalty. Customer Loyalty Program Statistics. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. Customer Loyalty B2B Statistics. million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

SaaS 52

SaaS B2B Feedback Enterprise 52

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. The Survey Says. When it comes to customer experience activities and commitment, leaders appear to be: 1.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Balto

OCTOBER 31, 2022

We talked to over 200 agents and 200 managers to put together a comprehensive onboarding analysis that optimizes for agent experience and retention. Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Eptica

JUNE 1, 2016

It provides a personal service The interactivity and speed of response means customers are getting a personalized service that addresses their particular issue. It’s very efficient While being quick and personal, chat is also much more efficient than the telephone.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Published on: January 20, 2016. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service Self service CRM Analytics 49

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. Sadly, I am not alone.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

Verint

JULY 31, 2017

A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., YoY since 2015).

Surveys 28

Surveys Analytics Healthcare Feedback 28

Talkdesk

SEPTEMBER 2, 2015

At Talkdesk, our mission is to revolutionize the customer experience. To that end, we host a Customer Spotlight webinar series to explore advances in this field. We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015.

Best practices 68

Best practices Customer Service Surveys call center software 68

Win the Customer

MARCH 31, 2016

The number of breaches in the business sector rose to 312 in 2015, an 8.1 As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot’s case was one of 783 U.S. percent increase from the previous year, the ITRC reported.

Best practices 69

Best practices industry standards Technology Surveys 69

Vonage

MARCH 26, 2018

Emotive customer experience recognises that our decisions are driven by deep seated motivations: the things that really matter to us in terms of identity and personal fulfilment. Tap into these and customers become more valuable in every respect: from advocacy to lifetime spend. The components of customer experience.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

Comm100

MARCH 2, 2022

Some members have direct connections with their unions, many value its not-for-profit status, while others want the local and personal engagement that unions promote. As a result, members often have high expectations when it comes to customer service and credit union member experience. the highest of all age demographics.

Chatbots 52

Chatbots Banking Personalization Wait times 52

Vonage

JANUARY 3, 2017

Here, we examine what leads customers to complain on social media, and how businesses can avoid many of these problems with an omnichannel customer experience. Why are customers complaining in the first place? But, what makes customers switch to a competitor?

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54