ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Here are 6 tips that can help you write a perfect customer support email every time.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Customer loyalty and retention, online customer experience, and data and analytics are also the top trends predicted by practitioners.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. A positive customer experience comes down to making a customer feel valued during every experience , whether that’s offering delayed payments, incorporating free features, or simply remembering their name.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. By now, you’re probably already measuring Customer Satisfaction, but how successful is your feedback program, and what can you do to improve it?

Surveys 87

Surveys Feedback Customer Support Customer Service 87

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Win the Customer

FEBRUARY 5, 2016

And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.

Customer Support 86

Customer Support Surveys Management Call Center 86

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Encourage your agents to share how they feel about customers.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Underestimate the importance of these expectations at your peril as they have a significant influence on the success of your Customer Experience.

Consulting 392

Consulting Consulting Sales Customer Experience 392

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Virtual Agent 75

Virtual Agent Self service Transportation Customer Experience 75

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Customers don't like it and it delivers absolutely no value. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights?

Surveys 48

Surveys Airlines Advertising Customer retention 48

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. So what can you do to respond to a customer’s lack of resources?

Government 353

Government CRM Personalization Customer Experience 353

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? These results are based on a survey of over 27,000 European consumers, who were asked for their opinions on 96 brands.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Example: Kaiser Permanente Survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. You would also expect doctors’ offices, clinics, and hospitals to use multiple methods to gather a full range of insights about the quality of the patient experience. Example: Kaiser Permanente Survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

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

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. Some companies have large departments dedicated to Customer Experience and analysis of customer opinion.

Consulting 140

Consulting Consulting Surveys Feedback 140

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

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. The survey found that young millennial/GenZ agents (ages 18-24) are the least content of any demographic.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

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! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Natalie Petouhof

DECEMBER 3, 2021

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably improve how they engage and serve their customers. Having read the book, I think it’s a great piece of work.

Customer Experience 40

Customer Experience Technology Metrics Surveys 40

Solvvy

FEBRUARY 5, 2020

When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Want to deliver Zappos-level customer service? Take Zappos, for example.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Aspect

FEBRUARY 7, 2018

The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first. And people say voice in customer service is on the decline? But voice-to-virtual assistant is on the rise.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

CSM Magazine

FEBRUARY 18, 2020

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience. Companies have a problem which their customers can solve, and I don’t just mean buying more of their products or subscribing to their services.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

Fonolo

OCTOBER 10, 2017

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. Other customers.

Customer Experience 74

Customer Experience Surveys Feedback Analytics 74

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? We found two main problems with the surveys: Data inaccuracy.

Surveys 64

Surveys Metrics Feedback Customer Experience 64

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year?

Customer Service 49

Customer Service Self service CRM Analytics 49