CCNG
OCTOBER 19, 2022
of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%
Spearline
AUGUST 7, 2019
5 stars here, "satisfied" scores there, businesses both demonstrate their strengths and weaknesses through the use of customer effort scores on their website, for potential customers and competitors to see. Businesses are continually hoping to keep their customers impressed by, and loyal to, their services.
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DMG Consulting
MARCH 15, 2017
Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Along with the four write-ins, thirty-seven unique goals were identified in the survey results. Deliver a personalized customer experience (39.2
Contact Center Geek
OCTOBER 2, 2017
With responsive policies and procedures and with simple courtesy, customer service professionals can go a long way toward ensuring customer satisfaction and eliciting the next round of orders and purchases." Today starts Customer Service Appreciation Week 2017, what my team refers to as, simply, CSAW (pronounced see-saw).
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! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?
CX Accelerator
FEBRUARY 12, 2018
In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.
Toister Performance Solutions
MAY 25, 2017
Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage. They recognize customers get too many.
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