Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. in 2016 to 7.75 Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Time and Effort.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

SEPTEMBER 28, 2016

That your personal contact information is safe and secure? It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Many of you reading this probably had a Yahoo account, even if you don’t think you do. How are you feeling now?

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? Also, the survey showed that nearly 20% of U.S.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

MAY 24, 2016

Keller Fay defines an influencer (as distinct from someone who makes, or is likely to make, a recommendation) as “a person who has a greater than average reach or impact through word-of-mouth in a relevant marketplace”. These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives.

B2B 236

B2B Government B2C Consulting 236

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Customer Service 0

Customer Service Self service Advertising Airlines 0

Nicereply

JUNE 17, 2021

Cooleaf is based out of Atlanta and started back in 2016. On top of that, each company we work with has their own needs and nuances that need to be tracked while providing a personalized experience each time.”. And we enjoy newsletters and blogs with great, relevant content. Canada, and Europe. Company culture. Customer is king.

Feedback 105

Feedback SaaS B2B Education 105

HGS

OCTOBER 26, 2016

Over the next few months, we’ll dedicate a blog to each of these CX game changers. Think about all of the information you can get from looking at a person’s public social network profiles. According to a recent eMarketer survey , nearly one-third of the world is using social media this year. Wed, 10/26/2016 - 16:34.

Construction 100

Construction Personalization Surveys Feedback 100

aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . They want the whole experience, much like the personalized service you’d expect to get at an elite spa or a 3-star Michelin restaurant. . Personalize communications.

Call Center 126

Call Center Best practices call center software CRM 126

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. However, this can be very costly for both person-per hour costs and toll charges. Pre- and post-chat surveys. We’ll get into this later). Let’s dig in. • Cut down costs.

Surveys 98

Surveys Marketing Customer Support Sales 98

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care. What do customers want?

Self service 69

Self service Contact Center Surveys Sales 69

Aspect

FEBRUARY 7, 2018

According to Accenture’s just-released Digital Consumer Survey , sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. But ignoring customer service trends can be equally devastating.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. in 2016 to 5.3%

Call Center 89

Call Center Contact Center B2C Surveys 89

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis.

Surveys 60

Surveys CRM Feedback Sales 60

ProProfs Blog

FEBRUARY 13, 2020

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 billion from 2014 to 2016 alone. What Loyal Consumers Want.

Customer retention 164

Customer retention Sales B2B Marketing 164

Liveops

MAY 3, 2019

The article noted a 2016 survey indicating a significant portion of enterprise is leveraging this talent pool in a substantive way: “In 2016, 18 percent of the workforce at mid-market companies (with turnover of $100m to $5b) was contingent, a figure projected to reach 20 by 2020. 1 driver is controlling labor costs.

Enterprise 85

Enterprise Surveys Consulting Consulting 85

Aspect

AUGUST 7, 2017

In the 2016 Aspect Consumer Experience Index research, two-thirds of consumers said they feel good when they can handle a customer service issue without having to talk to a live person. 64% it will enable them to provide more personalized service experience for customers. They highest of any group in the survey.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

In the 2016 Aspect Consumer Experience Index research, two-thirds of consumers said they feel good when they can handle a customer service issue without having to talk to a live person. 64% it will enable them to provide more personalized service experience for customers. They highest of any group in the survey.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Etech GS

FEBRUARY 5, 2019

How well would your company perform if every person on your team was a clone of you? In 2016, a report by Deloitte found that one of the most difficult shifts for management to make is going from a once a year “conversation” with employees about their thoughts and opinions to an “always on” approach that listens constantly.

Employee engagement 81

Employee engagement Morale Surveys Personalization 81

Creative Virtual

OCTOBER 6, 2022

So, it’s no surprise that language is a common barrier in both personal and business interactions. Their survey of customer service leaders found that 72% said support in a customer’s native language increased their satisfaction with customer support and 58% said it increased loyalty to the brand.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Nicereply

NOVEMBER 21, 2019

The following blog post was originally written for the internal purposes of Profesia.sk Gabriel was kind enough to let us republish it in its original form: I am not a writer and when I hear the word “blog” I get goosebumps. by Gabriel Holota, who works there as a Customer Support Manager. Not so fruitful years.

Gamification 75

Gamification Surveys Feedback Customer Support 75

GetFeedback

AUGUST 15, 2018

After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week. Wait times are shorter.

Customer effort 60

Customer effort Wait times Surveys CRM 60

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Will all of these predictions come to pass in 2016?

Customer Service 49

Customer Service Self service CRM Analytics 49

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. Please read Part One of this blog series and download the full report for complete details. Be polite, yet firm.

Telecommunications 74

Telecommunications Interactive Voice Response Surveys Accountability 74

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys.

Surveys 63

Surveys Feedback Analytics Metrics 63

ProProfs Blog

APRIL 5, 2019

But with customers increasingly ignoring surveys, they’ve had to change how they get that feedback, so they are opting to get short feedback across interactions, which gives them a fantastic insight across the customer journey. Leading brands like Amazon, Uber, Reed and Selfridges have spotted this trend.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Prescriptive analytics isn't just for survey data, though. Customers want personalized experiences; this is one tool, one method to use to ensure that happens.

Analytics 64

Analytics Surveys Education Customer Experience 64

GetFeedback

SEPTEMBER 24, 2018

More people are becoming less susceptible to paid advertisement, the average click-through rate for banner Ads is 0.06% and 25% of Americans used Ad blockers in 2016. A few examples of off-site content marketing include: A guest post on an industry blog. In fact, a survey of more than 200 buyers responsible for more than $1.7

Surveys 68

Surveys Advertising Marketing Analytics 68

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! That starts with listening to your customers, not just running the occasional survey, I mean really listening. What were your favorite articles from 2016?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. You might say, " Well, I do an employee satisfaction survey. As an employer, it raises a few concerns. I say " Bravo to you! "

Surveys 77

Surveys Feedback Customer Service Customer Experience 77

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Their feedback towards the services they received via your operators through post-chat survey form. But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Provide Support

APRIL 13, 2016

Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Personalize your communications. Survey customers and get their feedback.

Surveys 43

Surveys Feedback Personalization Customer Experience 43

Infinity

DECEMBER 11, 2019

This blog is a guest post by our partners at RingCentral. A survey of financial professionals found that 86% saw ‘banking beyond the branch’ as a top priority. Neither small businesses nor personal banking customers want to wait for financial information. Banks have had to account for those expectations.

Banking 52

Banking Finance Analytics Accountability 52

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?” Happy reading!

Management 98

Management Call Center Metrics Entertainment 98

Natalie Petouhof

DECEMBER 3, 2021

This need for more empathy was highlighted last year in a multi-nation consumer survey, Personalization & Empathy in Customer Experience, conducted by Genesys which found that: “Nearly half of consumers say the companies they regularly do business with don’t show them enough empathy when delivering customer service.”

Customer Experience 40

Customer Experience Technology Metrics Surveys 40