Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016. Video chat is reportedly handling less than 0.2%
Toister Performance Solutions
APRIL 18, 2019
How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high? A 2016 report from Interaction Metrics found that 68 percent of retail customer satisfaction surveys were " total garbage." The answers have to do with people. Walk your stores. Use surveys wisely.
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ChurnZero
JANUARY 13, 2023
With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit. Organizations tap into customer feedback for free market research. We humans reveal subconscious, emotional markers in the spoken, written, and even body language we use.
Clarabridge
JUNE 29, 2017
They also miss the rich feedback consumers provide in emails, chats, calls, product reviews, and posts on your products’ Facebook and Twitter pages. By pairing consumer feedback with demographic and sales data, they have insight into what’s effective and what’s not. So, How Do You Harness the VoC?
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. This is where big data and predictive analytics come into play.
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