ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 331

Customer Service Customer centricity Government Upselling 331

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. And that’s why we love James.

Customer Experience 177

Customer Experience Surveys 177

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. The post 5 Top Customer Service Articles of the Week 6-14-2021 appeared first on Shep Hyken.

Customer Service 231

Customer Service Customer retention Personalization Surveys 231

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. The post 5 Top Customer Service Articles of the Week 7-26-2021 appeared first on Shep Hyken.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

ShepHyken

NOVEMBER 22, 2021

Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska. So, we surveyed 1,000+ US consumers to learn what they thought. The post 5 Top Customer Service Articles of the Week 11-22-2021 appeared first on Shep Hyken. Some of these might make you even laugh out loud! Follow on Twitter: @Hyken.

Customer Service 207

Customer Service Customer Experience Surveys Management 207

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. Just thinking about it makes me lose focus.

Customer Experience 156

Customer Experience Surveys Contact Center 156

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Analytics 159

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. The post 5 Top Customer Service Articles of the Week 12-27-2021 appeared first on Shep Hyken.

Customer Service 179

Customer Service Coaching Marketing Call Center 179

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

ShepHyken

APRIL 12, 2021

My comment: In my upcoming Achieving Customer Amazement survey I ask the question, “Do you older people provide better customer service than young people, or vice-versa?” The post 5 Top Customer Service Articles For the Week of April 12, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 196

Customer Service Surveys Customer Experience Marketing 196

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! 2021 promises more of the same. Ready to see how TeleDirect can help into 2021? The post Improve Your Customer Service in 2021 appeared first on TeleDirect.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . One of the questions had to do with creating a personalized experience. . Well, it is!

Personalization 431

Personalization Airlines Customer Experience Surveys 431

Beyond Philosophy

JANUARY 16, 2021

Complete this short survey. The post “World Experience Organization” Created Will Help Us All Be Better in 2021 appeared first on CX Consulting. Here are some highlights from our discussion. 03:28 Wallman explains the idea behind founding the WXO and why he did it. Please tell us how we are doing! How can we help?

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Fonolo

JUNE 8, 2021

Top Contact Center Technology Trends in 2021. Agent engagement surveys are a great way to collect this information. How to Make a Call Center Agent Engagement Survey The post 5 Important Strategies for Agent Engagement in 2021 first appeared on Fonolo. Measure what really matters.

Call Center 133

Call Center Morale Contact Center Technology 133

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Nicereply

JANUARY 4, 2022

We collected several examples of great customer service in 2021, where these actions delivered a satisfied customer that spread a good word about the brand. Examples of great customer experience in 2021. The post Examples of Great Customer Experience in 2021 appeared first on Customer Happiness Blog.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

TechSee

JUNE 30, 2021

Survey data shows that 39% of Americans who canceled a contract with a company cited customer service as the primary reason for cancellation. The post Technician Dispatch in 2021: 4 Fresh Approaches to Cost appeared first on TechSee. This statistic is not very conducive to customer satisfaction.

Construction 164

Construction Healthcare Upselling Enterprise 164

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Best Practices for Agent Engagement Surveys. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. The post AI in Call Centers: Top innovations for 2021 appeared first on TechSee. Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic. a definite requirement for a successful contact center.

Call Center 136

Call Center Contact Center Self service call center solutions 136

ProProfs Blog

JANUARY 7, 2021

This is exactly where product surveys come in and help you understand what users think of your product. This blog lists some top product survey questions that can help you get started. . What Are Product Surveys? Product surveys are tools used by organizations to learn what their users think of their products. .

Surveys 88

Surveys Marketing Feedback Advertising 88

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

Nicereply

MAY 6, 2021

Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts. If you survey all of your customers at once, use the full results to update your strategy. Use the language that happy customers use in their survey results.

Marketing 98

Marketing Surveys APIs Advertising 98

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Analyst at SoftwareAdvice.com since 2018, where she is responsible for producing detailed surveys, thought-leadership articles, and detailed analysis of project management and small business technology strategy. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

ChurnZero

JUNE 18, 2021

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. The research partner behind the Top Workplaces program, Energage has surveyed more than 47,000 organizations representing well over 16 million employees in the United States. About Energage, LLC Headquartered in Exton, Pa.,

Real estate 98

Real estate Government Employee engagement Surveys 98

Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. The post The Accelerated Need for Digital Transformation in 2021 appeared first on Upstream Works. Supporting a distributed workforce.

Contact Center 78

Contact Center Self service Technology Surveys 78

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

Sales 126

Sales Coaching B2B Metrics 126

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. The tool also lets you maintain your company’s look and feel across surveys by customizing the forms for your specific needs. Features: Shared Inbox.

Customer Service 98

Customer Service call center software Surveys Analytics 98