Global Response

FEBRUARY 7, 2023

Just take a look at the data on customer expectations: 66% of customers expect businesses to know what they personally want and need. Customers value personalization (59%) even over speed (53%) in their customer service experiences. For example, who knew the Walkman needed an upgrade until Apple came out with the iPod?

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Surveys 97

Surveys Metrics Feedback Marketing 97

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! This article emphasizes taking out that mechanical feel to support, and begin thinking of the customer as a person in this interaction and not as a chain of demands.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Balto

JUNE 3, 2022

In the absence of in-person interaction, there are still ways to make sure agents stay engaged. Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Another key factor in engagement is personalization.

Gamification 52

Gamification Scripts Contact Center Surveys 52

GetFeedback

MAY 5, 2019

We’re bringing you some of the most significant examples of after-sales activities that you can implement as well as some use cases that will help your business improve. . Business example: Apple Support. . Business example: Glossier. . Business example: American Express. . Read on and find out!

Sales 111

Sales Feedback Best practices Customer Service 111

SmartKarrot

APRIL 20, 2022

Don’t worry; we are here to help you with the right information and the right examples to help you. For example, using direct contact information, it is possible to get product-related feedback. Better personalization. Customers tend to spend more on a brand/ product that provides personalized services.

B2B 11

B2B B2C Automotive Telecommunications 11

Kayako

OCTOBER 1, 2015

Support teams are the direct line to your customers – they talk to them every day, and are in the best position to gain insight and feedback from them. Morten shows us how to gather all this information and how it can be useful in each sector of your company, whether you’re a 5 or 5000 person company.

Sales 92

Sales Marketing Feedback Accountability 92

TechSee

NOVEMBER 13, 2017

Since 2015, deep-learning-based object recognition has achieved amazing results, with the error rate dropping below 5% (the human level). Motion detection is a fundamental capability in autonomous cars for ‘pedestrian detection’ capabilities; and in the security domain to identify moving persons detected by security cameras.

Engineering 154

Engineering Technical Support Call Center Technology 154

Fonolo

FEBRUARY 13, 2018

Some examples, in increasing order of helpfulness: 1) Data Showing The Overall Volume of Messaging. Example : “There are 20 billion SMS messages per day.” [ source ]. Flaws : Doesn’t distinguish customer service from person-to-person communication; or between human-generated messages from automated ones. (How

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations. The numbers are vast.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Spearline

NOVEMBER 20, 2019

So I started in Spearline four and a half years ago, in June 2015, and I was a junior software engineer at the time. Customer feedback is always necessary, we want to provide them with the best experience as possible and this pipeline is essential in doing so. Could you tell us about your role here at Spearline?

Engineering 58

Engineering Technology Feedback Personalization 58

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. For example, Kabbage can approve a small business loan in 7 minutes while Dutch bank Knab sets up new current accounts in just 5. Involving customers and obtaining their feedback is an important part of this process.

Banking 77

Banking Customer Experience Finance Multichannel 77

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. The opportunity is there to turn customers into ambassadors through official programs that recognize happy consumers and reward them for their feedback. For example, take a consumer with a new TV.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Genroe

FEBRUARY 18, 2015

We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session. How customer feedback can help you quantify next year’s sales. Genroe: Customer feedback and Net Promoter consultants. Wednesday, March 11, 2015 from 7:30 AM to 9:00 AM (AEDT). Adam Ramshaw.

B2B 45

B2B SaaS Consulting Consulting 45

Toister Performance Solutions

JULY 2, 2019

Michael Housman and Dylan Minor conducted a study of toxic employees in 2015. Examples include sexual harassment, workplace violence, falsifying documents, fraud, and general workplace misconduct." What type of person do you think is generally better at customer service? Self-Regarding Pop quiz.

Advertising 54

Advertising Customer Service Personalization Feedback 54

Kayako

MARCH 2, 2017

Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. For example: If a customer is trying to accomplish a task using your software, but your software can’t perform that task, the customer needs this missing function. Take JetBlue for example.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Lumoa

APRIL 1, 2020

Instead of relying on your sales team or marketing spend to bring in and retain new customers, you can rely on a highly-personalized (and delightful) customer experience to do so. Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%. Nothing should ever remain static.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Talkdesk

MARCH 24, 2021

For a seamless digital experience, policyholders must benefit from faster, more convenient, and personalized payout. Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Digital ecosystems like Amazon, Facebook, and Tencent are perfect examples.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

Nicereply

NOVEMBER 21, 2019

…Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. The wind of change.

Gamification 75

Gamification Surveys Feedback Customer Support 75

aircall

OCTOBER 25, 2018

Selling methods would have to become more personalized, value-driven, and focused on listening to the buyer’s needs (rather than trying to convince them what their needs are). That figure was up from 33% in 2016 and 26% in 2015. There are two key methods of communication I’d like to mention: Establish and maintain a feedback loop.

Sales 75

Sales B2B Outbound sales SaaS 75

Kayako

AUGUST 30, 2017

One popular example people point to when they talk about all hands support is Slack’s 2015 outage, when some 1 million people were without the chat platform. This plan was personal and worked because everyone knew what to do. Encourage everyone to take customer feedback seriously. How it plays out in the real world.

Engineering 80

Engineering Customer centricity Feedback Customer Service 80

Balto

OCTOBER 31, 2022

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. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

CX Journey

JULY 30, 2015

Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. Need some examples of brands with raving fans? Design an experience that's personal, remarkable, memorable, emotional, and consistent. Why should companies be focusing on customer experience? Raving fans.

Journey mapping 66

Journey mapping Advertising Customer Experience Marketing 66

JivoChat

JULY 20, 2021

So much so, they expect businesses to provide fast, personalized support across multiple channels. With a smooth and fully-supported onboarding process, you can build customer confidence, gather (and respond to) customers’ feedback, and meet their needs quickly. Close the Loop on Customer Feedback. Provide Omnichannel Support.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

FEBRUARY 4, 2022

Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Consulting Consulting Best practices 98

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. Key word: opportunity. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. The same report also revealed that 84% of customers say being treated like a person, not a number, is very important to winning their business and that 51% of businesses ‘fall short’ of consumer expectations.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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. Example of Being Open and Transparent – The Hard Questions. Example – this post is a good example. Example here. —. He processed the question for 1-2 minutes.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Nicereply

NOVEMBER 3, 2020

When Slack had a huge outage in 2015, many people took to Twitter to check what was happening… and all of them received a personalized, almost immediate response. For example, when Big Cartel implemented All Hands Support, they found that customer satisfaction decreased. “In we’ll try to answer that for you now.

Engineering 52

Engineering Customer centricity Morale Accountability 52

Avaya

MAY 4, 2016

These agencies are quickly realizing that the key to delivering a better and more personalized experience is technology. It therefore comes as no surprise that the RTA is investing in multiple channels of communications with its customers, to improve standards of service, increase efficiency and gain valuable feedback from its user.

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. Q: What are the key features of ChatGPT based on GPT-4?

Contact Center 67

Contact Center B2C Chatbots B2B 67

Provide Support

APRIL 13, 2016

Have a convenient contact form in place so that your customers may leave a feedback or point out to some discrepancies. For example, DisneyStore.com have one of the fastest email response times at 01:47:40 and one of the slowest hold times for phone support at just 12 seconds. Personalize your communications.

Surveys 43

Surveys Feedback Personalization Customer Experience 43

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. I think most companies only consider phone, web, social, email, in store, in person, etc. In the example of "Tarbucks" (or in any instance when you're interacting with a franchisee), you may not even know that you're not dealing with a corporate store. That's a good start.

Multichannel 43

Multichannel Customer effort Airlines Education 43

Lumoa

OCTOBER 13, 2017

Social interaction and engagement is what makes your brand personal and builds connection to the audience. Engage with the customer feedback, both negative and positive. To provide an example, Kathryn Rannikko found a new product of Jaffa and Fazer and tweeted about it. Thanks for the positive feedback! Hey Kathryn!

Customer Experience 109

Customer Experience Advertising Airlines Feedback 109

LiveChat

FEBRUARY 22, 2016

This relation is built on a handful of details, one of them being the personal contact with the owner or cashiers. Personal customer service in the online world. However, for an online business, it will be a couple of thousands customers that all need the personal approach. Smart business leaders live off every bit of feedback.

Marketing 44

Marketing Real estate CRM Personalization 44

ijgolding

JANUARY 19, 2016

However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX).

Airlines 56

Airlines Customer Experience Customer centricity Self service 56

aircall

DECEMBER 19, 2016

They use collected data for personalized recommendations, they foster transparency and trust between them and their users, and they consistently go the extra mile to delight their customers. Often individual twitter users will be thanked for their feedback with a custom playlist or recommendation. NailedIt #Spotify.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74