PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

Win the Customer

SEPTEMBER 5, 2017

Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. billion in 2015, growing $1.2 percent of sales, according to the National Retail Federation. Generating Marketing and Sales Data. The average loss per incident was $8,000. retailers $45.2

Surveys 115

Surveys Sales Marketing Analytics 115

LiveChat

AUGUST 24, 2018

To close a sale, face-to-face interactions are necessary. Luckily, live chat can help real estate agents avoid the pitfalls of digital customer service while simultaneously boosting sales. Your response time can be the difference between closing a sale or losing one. Real estate is a people-driven business.

Real estate 45

Real estate Sales Consulting Consulting 45

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

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. They’re Part Detective .

call center workforce 62

call center workforce Morale Surveys Call Center 62

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. As a result of years of Vcare survey data, we created the 4-30-30 Rule. Additional Reading: Customer Care Planning for the Holiday Rush 16 Omnichannel Customer Care Tips For Holiday 2015.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

CSM Magazine

JULY 29, 2021

Exceed AI is an NLP and virtual assistant provider that offers edge-cutting solutions to sales and marketing teams. What makes it vital is how its virtual sales assistant software utilizes conversational AI to ensure that each lead is followed up with and nurtured.

Real estate 98

Real estate Engineering Consulting Consulting 98

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Promotional emails announce sales, upgrade offers and similar opportunities. percent open rate.

Marketing 101

Marketing Benchmark Surveys Sales 101

Global Response

OCTOBER 2, 2023

Your online reputation can cross many channels, and managing this reputation can improve how customers see your brand and increase customer trust, loyalty, retention and sales. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center Management Airlines outsourcing 62

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

Quality Contact Solutions

MAY 27, 2021

2 – Non-sales calls do not need to comply with the TCPA. Some companies think that information calls and surveys are exempt from the TCPA. The message must also allow the person being called to place their number on the DNC list (s ee misconception #6 ). #2

Wireless 98

Wireless Telemarketing Abandon Call B2B 98

Revation Systems

JANUARY 5, 2023

During the sales process I found myself becoming emotionally attached to the one with more “sizzle” and “bells and whistles.” The same Deloitte survey found that end users who very strongly agreed that the brand leveraged its digital capabilities to enhance the customer experience were 14% more likely than average to highly trust the brand.

Best practices 62

Best practices Morale B2B SaaS 62

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. Here is how to amaze customers online and increase sales: Make It Super Easy to Connect with You. Using digital surveys is another way to garner valuable feedback.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Knoah

MAY 26, 2017

The end of summer often means big sales for a variety of retailers. percent from the previous year in 2015, which also saw a 1.6 E-commerce should play a significant part in these sales. The eMarketer survey discovered e-commerce back-to-school purchases should increase 15.3 between 2015 and 2016. percent growth.

Customer Care 48

Customer Care Sales Surveys Customer Service 48

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Program Improving Sales. 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 Mobile Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

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

CSM Magazine

DECEMBER 2, 2015

Despite record UK sales of £1.1 The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States. This is according to new research from multichannel customer engagement software provider Eptica.

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

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. It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JivoChat

JULY 20, 2021

Increased average order value (AOV) – Loyal customers contribute to bigger sales volumes, as 57% of consumers spend more money on their favorite brands, compared to other businesses. In addition, according to Brandongaille , up to 70% of your business’s sales could be attributable to 15% of your customers — those most loyal to your brand.

Customer retention 52

Customer retention Gamification Education Self service 52

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. A recent survey from BT and Avaya demonstrates the rising expectations of APAC consumers , which are far ahead of their peers in Europe and the United States.

Multichannel 59

Multichannel Self service Sales Service level 59

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. So, let me get back to the story of the survey request. Feeling ‘unsatisfied’, unusually for Naomi, she decided to ‘give them a piece of her mind’ by completing the survey. There is also no email address for a complaint.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

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? Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Kayako

FEBRUARY 4, 2016

But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. No business wants to lose customers.

SaaS 48

SaaS Accountability Feedback Sales 48

Influitive

NOVEMBER 26, 2015

Amy’s team sought out their most excited sales reps to help invite customers to the Blackbaud Champions advocate marketing program, and drive referrals. . Not surprisingly, Blackbaud is aiming higher this year — adding new goals, like connecting advocates to NPS surveys to demonstrate how they are more satisfied.

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

Steve DiGioia

DECEMBER 5, 2016

Whether a best-selling author, keynote speaker, top sales trainer or customer service guru they were gracious enough to share their view on this one (1) question: As an organization gets larger there is a tendency for the mindset to change from “the customer comes first” to “higher profits and lower payroll first”. Grant Cardone.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

OctopusTech

JULY 18, 2018

Sales and Customer Acquisition. Call centers also play a vital role when it comes to processing an effective sales and customer acquisition strategy. However, this lead to an increase in the competition as even the established brands now had to struggle to find new customer service solutions in order to stay successful.

Call Center 48

Call Center Telecommunications Government Technical Support 48

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% Aon Hewitt's 2015 Trends in Global Employee Engagement tells us the following: a 5% increase in employee engagement is linked to a 3% increase in revenue growth in the subsequent year. Engaged employees lead to.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

C3Centricity

MAY 25, 2020

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Making matters worse, over half (52%) of those surveyed see the speed of their organization’s insight generation from data analytics as constrained by its existing IT infrastructure.

Technology 77

Technology Big data Analytics Personalization 77

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. Our research took us into the design, marketing, sales teams of 30 enterprise organizations. We surveyed more than 500 stakeholders at another 188 companies.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

DMG Consulting

NOVEMBER 1, 2017

This decrease follows a similar pattern in the 12 months between the first half of 2016 and 2015, where total company GAAP revenue for contact center WFO suite providers decreased by $5.9 Total company GAAP revenue for the vendors that offer a contact center WFO suite dropped by 5.2% million from $1,669.7 million, a decrease of $86.3

Consulting 48

Consulting Consulting Marketing Gamification 48

Comm100

JUNE 15, 2022

Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. With help from Comm100, Tangerine introduced Comm100 Chatbot to Comm100 Live Chat, targeting technical support, general customer service, and sales queries. Tangerine Telecom.

Chatbots 78

Chatbots Customer Service Wait times Technical Support 78

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). This social proof will help you attract more prospects, close more deals and shorten the sales cycle.

B2B 111

B2B Marketing Best practices Feedback 111

DMG Consulting

JUNE 7, 2017

The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

C3Centricity

MARCH 15, 2018

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. Making matters worse, over half (52%) of those surveyed see the speed of their organization’s insight generation from data analytics as constrained by its existing IT infrastructure.

Big data 82

Big data Analytics Personalization Entertainment 82