Avaya

NOVEMBER 1, 2018

I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? For my part, I argued that positive feedback was better. That kind of feedback is pure gold. That kind of feedback is pure gold.

Feedback 45

Feedback voip Accountability Management 45

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Denmark’s Servicelovers is a firm that wants to change customer service through positive feedback. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

Call Journey

FEBRUARY 14, 2018

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. How to effectively mine customer feedback in 2018. Is it time for a change in mining techniques? Customers are less loyal and busier than ever.

Feedback 40

Feedback Analytics Surveys 40

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

inSided

FEBRUARY 24, 2021

It’s the year 2018. A huge part of making that happen comes down to collecting, understanding, prioritizing – and implementing – feedback from your customers. Customer feedback, when managed correctly, is what paves the way for sustainable growth. Gainsight has decided to find a new community vendor.

Feedback 52

Feedback SaaS B2B Technology 52

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018. We have you covered.

Education 66

Education Customer retention B2B SaaS 66

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study customer feedback data to see where negative customer experience can occur and seek proactive customer conflict avoidance strategies. Financial and staffing commitment are necessary to any customer service channel expansion strategy.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

AskNicely

OCTOBER 18, 2018

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Action Your Feedback. The best way to improve your score is to get your customers’ feedback. That means all of your feedback — not just the detractors. Get the 2018 NPS Benchmark Study.

Feedback 60

Feedback Benchmark Metrics Marketing 60

AskNicely

NOVEMBER 28, 2018

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Real-world examples of how to best take action on feedback, and what happens when you don’t! 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. Register Now! MINDBODY, Inc.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study customer feedback data to see where negative customer experience can occur and seek proactive customer conflict avoidance strategies. Financial and staffing commitment are necessary to any customer service channel expansion strategy.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. We attach a happiness number to that feedback. “It

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

AskNicely

SEPTEMBER 24, 2018

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. “It’s a thrill to repeat as the category leader, especially since customer feedback is central to everything AskNicely is about,” says Aaron Ward, Co-Founder and CEO. Portland, Ore.,

Enterprise 60

Enterprise Feedback Management Customer retention 60

Whitepages Pro

FEBRUARY 21, 2019

Pro Insight searches performed in 2018, Pro Insight had its fastest growing year yet. From the launch of a new interface to major strides in our global reach, 2018 was a pivotal year for Pro Insight. After months of customer visits, beta testing and development, we launched a new interface in July 2018. With over 1.2B

APIs 40

APIs Feedback Marketing Management 40

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. Published in Provide Support Blog , 2018. It also helps to: measure customer satisfaction. improve products and services. Read more.

Feedback 74

Feedback Surveys Customer Experience Customer Service 74

Customer Experience Matters

JULY 17, 2018

In January 2018, we surveyed 10,000 U.S. We used that feedback to calculate the Temkin Emotion Ratings for 318 companies across 20 industries (see full list of companies). The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®.

Metrics 49

Metrics Surveys Feedback Customer Experience 49

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Phil Gerbyshak is also working on the new book about his own sales strategies which will be released in late 2018.

Sales 129

Sales SaaS CRM B2B 129

AskNicely

AUGUST 29, 2018

Feedback gets collected and considered once a year amongst a small group, and not readily actioned. By using automated systems for gathering and acting upon customer feedback, forward-thinking organizations can establish a customer-focused culture. How are they taking action on feedback to get results? NPS Benchmark Study.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Call Journey

OCTOBER 24, 2018

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Up until recently, there was no easy method of harnessing that unsolicited feedback. Stop soliciting customer feedback. No wonder most of it was ignored.

Feedback 45

Feedback Analytics Surveys Customer centricity 45

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study customer feedback data to see where negative customer experience can occur and seek proactive customer conflict avoidance strategies. Financial and staffing commitment are necessary to any customer service channel expansion strategy.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Customer Experience Matters

JULY 2, 2018

In January 2018, we surveyed 10,000 U.S. We used that feedback to calculate the Temkin Effort Ratings for 318 companies across 20 industries (see full list of companies). The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 45

Metrics Surveys Feedback Customer Experience 45

Customer Experience Matters

APRIL 24, 2018

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It uses feedback from 10,000 U.S. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry.

Feedback 51

Feedback Customer Experience Benchmark 51

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 77

Feedback Surveys Analytics Customer Service 77

Kayako

DECEMBER 6, 2018

When collected and implemented properly, customer feedback can help improve your product and the services that support it. In this article we are going to explore the best and most effective ways to approach customers for feedback. Why don’t customers leave feedback? Know why you’re asking for customers feedback.

Feedback 69

Feedback Surveys Personalization B2B 69

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Consulting 48

Consulting Consulting Analytics Marketing 48

Toister Performance Solutions

SEPTEMBER 13, 2018

I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. With my newsletter, I've found I can get a lot of useful voice of customer feedback from several alternative sources. With my newsletter, I've found I can get a lot of useful voice of customer feedback from several alternative sources.

Feedback 80

Feedback Surveys Advertising Customer Service 80

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Ann Michaels and Associates

DECEMBER 27, 2018

53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • The post 2018: The year online reviews exploded appeared first on Inside the Customer Experience. . • 85% of buyers trust reviews as much as personal recommendations (BrightLocal, 2017).

B2B 73

B2B Engineering Marketing Sales 73

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. According to the Temkin Group, 63% of companies are soliciting feedback from customers, but only 24% are making changes to their business as a result of the insights. In fact, surveys should be used to validate and help quantify feedback, not the other way around.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Toister Performance Solutions

SEPTEMBER 27, 2018

The customer service platform Gladly shares a range of customer expectations in its 2018 Customer Service Expectations Survey. This makes it critical for companies to capture customer feedback and use it to root out chronic problems. Exceed expectations occasionally and you can elevate the perception to "outstanding." population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Monet Software

OCTOBER 22, 2018

Wrapping Up Dreamforce 2018. The new site is now up and running, and we’d love it if you would stop by, look around, and give us any feedback on how it looks and how it works for you. The post Workforce Optimization Newsletter – October 2018 appeared first on Monet Software. Redesigned With You In Mind.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48