CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Forrester, 2018) Over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Here are my top five picks from last week.

Customer Service 224

Customer Service Wireless Chatbots Airlines 224

Contact Center Pipeline

JANUARY 4, 2018

I wish you the very best of health and contentment in 2018! Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. Welcome to the January issue! May you and your loved ones be blessed.

Contact Center 0

Contact Center Surveys Call Center 0

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. Power survey that says 67% of consumers have used social media to resolve customer service issues. by Sue Duris. This article highlights a recent J.D.

Customer Service 193

Customer Service Entertainment Customer Care Customer Experience 193

ShepHyken

JUNE 25, 2018

My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. The post 5 Top Customer Service Articles for the Week of June 25, 2018 appeared first on Shep Hyken. (Chain Store Age) One bad experience can turn off a customer. Follow on Twitter: @Hyken.

Customer Service 212

Customer Service B2B Personalization Enterprise 212

ShepHyken

MARCH 5, 2018

It’s usually measured by a customer satisfaction survey on a numerical scale. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken. by Jimmy Rodriguez. HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

APRIL 30, 2018

No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. The post 5 Top Customer Service Articles For the Week of April 30, 2018 appeared first on Shep Hyken. I’m honored that they included me, but there are 29 other comments you are going to want to read.

Customer Service 204

Customer Service Personalization Self service Metrics 204

ShepHyken

JUNE 4, 2018

Stats and facts from numerous surveys show the best places to buy from are also the best places to work. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Customer Service 189

Customer Service Airlines CRM Employee engagement 189

Strategic Contact

JULY 15, 2018

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. Over the intervening years, the prevailing standards of service excellence have continued to rise.

Contact Center 48

Contact Center Surveys Technology 48

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey. Follow on Twitter: @Hyken.

Customer Service 135

Customer Service Self service Surveys Scripts 135

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. In early October 2019, we surveyed 1,500 employed adult Americans across the U.S. Survey Results. In what follows, we share working Americans’ responses to our 17-question survey, conducted by Pollfish on October 4, 2019. Over the past five years, both U.S. Age Groups.

Surveys 81

Surveys Telecommunications Technology Transportation 81

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

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Next, our team took the stage to talk about the power of surveys + email marketing. We ended the day with a deep-dive into survey distribution. Later, we talked to Salesforce about how they use event surveys to deliver an amazing Dreamforce attendee experience.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

GetFeedback

JULY 4, 2019

Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a shame because it’s an essential part of getting the best survey results. If your respondents have a difficult time answering your questions because of how poorly designed your survey is, they just won’t bother.

Surveys 60

Surveys Customer Experience 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?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex.

Customer Support 59

Customer Support B2C B2B Surveys 59

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

Benchmark 75

Benchmark Surveys 75

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex.

Customer Support 54

Customer Support B2C B2B Surveys 54

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Top 10 for 2018. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Customer Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. Here’s a link to FAQ’s about the Ratings.

Transportation 53

Transportation Airlines Banking Surveys 53

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

Strategic Contact

JANUARY 8, 2018

In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends. Participants could select three of each, with no ranking. Read More »

Surveys 48

Surveys Marketing 48

Customer Experience Matters

JULY 17, 2018

In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. consumers about their experiences with companies.

Metrics 49

Metrics Surveys Feedback Customer Experience 49

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. Here are previous benchmarks from 2016, 2015, and Read More.

Benchmark 51

Benchmark Surveys Customer Experience 51

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Toister Performance Solutions

DECEMBER 27, 2018

As 2018 winds to a close, it's time to take a look back at the past year. This research comes from a survey of over 1,200 consumers in the United States. Support an Upcoming Post If you've made it this far, will you spend just one more minute to answer a three question survey? Take the Survey.

Surveys 59

Surveys Customer Service 59

CSM Magazine

MAY 7, 2018

CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part! Take the survey here. Your input will help provide a year-on-year industry analysis as well as an overview of the trends, challenges and investment priorities for the next 12 months.

Surveys 40

Surveys Customer Experience Marketing Customer Service 40

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. In 2018, 37% of The Best teams will receive a hiring-budget-increase, compared to just 12% of Everyone Else.

Surveys 86

Surveys CRM Education Metrics 86