ShepHyken

NOVEMBER 6, 2023

How to Create Effective Customer Surveys and Obtain Actionable Insights by Scott Clark (CMSWire) When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. I’m a fan of surveys, but only if they are done correctly.

Customer Service 166

Customer Service Self service Surveys Contact Center 166

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Interaction Metrics

DECEMBER 22, 2022

In 2023, what will you do differently? B2B Customers: The Guide to Building Better Surveys. Here’s why B2B experiences are often lacking: Companies aren’t getting honest feedback from their customers. That’s because their surveys don’t ask the right questions in the right ways. . Get 5 great ideas here.

B2B 62

B2B Surveys Banking Engineering 62

CSM Magazine

DECEMBER 8, 2022

Here, James Dodkins reveals four CX trends that you can’t afford to ignore in 2023. Hyper Personalization Will Happen in 2023. Customer Feedback Surveying Will Stop Being Annoying. People see surveys as a measure of experience, and don’t realize that a survey is an experience itself.

Surveys 52

Surveys Feedback Personalization Customer Service 52

Nicereply

JANUARY 4, 2023

Get ready for 2023! Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. Why excelling at customer service is critical in 2023. 5 Ways to maintain great customer service at lower costs at 2023.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service.

Customer Service 82

Customer Service Chatbots CRM Personalization 82

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CSM Magazine

MARCH 14, 2023

Trust is one of the main reasons why your customers return and make a repeat purchase, and according to a survey, a great customer experience increases trust. In 2023, you must assess the performance of your customer service and take the necessary steps to improve it. It will enable you to collect feedback from your customers.

Customer Support 52

Customer Support Surveys Feedback Customer Service 52

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant.

Surveys 64

Surveys Feedback Personalization Management 64

ChurnZero

DECEMBER 7, 2023

It also included in-app communications with pop-up videos of the new feature, and surveys to follow up with customers who bought the new product. This year, the team was asked to sustain their high response rate while further improving Cority’s NPS overall, and ensure that customer feedback was effectively shared with the entire company.

Accountability 52

Accountability Upselling Sales Marketing 52

ChurnZero

APRIL 1, 2024

Implementation Tips: Integrate AI tools that track user engagement and feedback during the onboarding process to continuously improve and personalize each experience. As of late 2023, 78% of CS teams are using or planning to use AI. AI tools to consider when improving your onboarding processes are WalkMe and UserPilot. Find out more.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

JustCall

MARCH 28, 2023

Using online surveys, questionnaires, target market studies, and methodical research involving case studies, you can easily find out: What are these personas looking for? Refining and Improving Sales Workflows Finally, it is important to gather customer data and feedback to identify areas for improvement. Try JustCall for free.

Sales 52

Sales Coaching Feedback Surveys 52

Global Response

JANUARY 9, 2023

To improve these skills, it can help to have agents engage in regular team training involving problem solving games or riddles, creativity exercises, or role-playing exercises where they can take turns responding to invented customer inquiries and providing feedback for each other on the solutions provided.

Customer Service 62

Customer Service Brand ambassadors Feedback Self service 62

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Implement Customer Feedback Loops To assess your team’s strengths and pitfalls, look no further than customer feedback. Feedback—positive or negative— is invaluable for any business looking to improve its product and services.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

JustCall

MARCH 9, 2023

Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. And one of the best ways to do this is by gamifying the feedback process and rewarding the employee’s strengths as well as achievements.

Gamification 52

Gamification Sales Morale CRM 52

Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: What one process should CS leaders focus on in 2023?

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

customer sure

AUGUST 8, 2023

We’re excited to announce that we’re now the chosen customer feedback software provider for Covéa Insurance. Operating throughout the UK market offering commercial and personal lines insurance, Covéa Insurance serves a variety of customers and as such, needed a comprehensive solution to survey customers and obtain their valuable feedback.

Feedback 62

Feedback Surveys Accountability Customer Experience 62

Lumoa

JULY 6, 2023

Lumoa Product News for May 2023 Hey everyone! Keyword suggestions is Lumoa’s way of helping you improve your Topics , as new feedback comes into your account. Ability to edit Survey Campaigns Survey campaigns can now be edited. Exporting detailed feedback. Let’s get started! to get started!

APIs 16

APIs industry standards Surveys Benchmark 16

Totango

MARCH 21, 2023

The second step is engagement whereby feedback should be prioritized and measured alongside assigning appropriate roles & responsibilities to ensure this part of the framework runs smoothly. Don’t forget to make your feedback scalable. In 2023, Totango is taking its show on the road. Curious about where we’re going next?

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

JustCall

MARCH 13, 2023

Leverage the Power of AI-Powered Coaching If you want to enable your team of remote sales agents to achieve more in less time, leverage the benefits of AI-powered coaching such as: Always-on-learning: AI-powered sales coaching tools make the learning and feedback process easier.

Coaching 40

Coaching Sales Feedback Metrics 40

Interactions

JUNE 22, 2023

Interactions surveyed 1,000 consumers from across the U.S. in March 2023 to better understand the current customer experience mindset. This includes utilizing data analytics, customer surveys, and feedback to tailor products, services, and communication channels to customers’ unique requirements.

Customer centricity 62

Customer centricity Surveys Customer Care Analytics 62

Anexa BPO

MAY 24, 2023

Social media platforms, review websites, and online forums provide vast opportunities for customers to share feedback. They rely solely on surveys or occasional feedback forms, missing out on the broader picture. While surveys have their value, they often fail to capture the true essence of customer sentiment and experience.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs. Enhance training to improve knowledge retention . 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

customer sure

NOVEMBER 27, 2023

The associated exhibition provides us with an opportunity to meet other CX professionals, and we had a fantastic couple of days meeting a wide range of professionals at the conference in March 2023. Implementation was very straightforward and we found the advice of CustomerSure was key to designing our survey strategy.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

CCNG

DECEMBER 20, 2023

For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%). This technology can monitor customer feedback and identify potential problems.

Call Center 195

Call Center Chatbots CCNG Technology 195

delighted

JANUARY 19, 2023

No-code customization We’ve made it easier than ever to customize your survey and sending triggers, without needing to loop in your development team! Send from your own email domain Add more personalization to survey emails by sending them from your domain. Expanded feedback sharing Your feedback is most powerful when shared.

Surveys 52

Surveys Engineering Accountability Feedback 52

Interactions

JUNE 29, 2023

To determine consumer sentiment about using CX technology, Interactions surveyed 1,000 consumers in the United States in March 2023 and compiled the results in a report entitled “CX and the Consumer: Pitfalls and Possibilities.”

Technology 62

Technology Customer Service Chatbots Best practices 62

Maru Group

FEBRUARY 14, 2023

By Glyn Luckett Maru/Matchbox | February 2023 Due to inflationary pressures in the global economy, budgets and spending has come under scrutiny in many organizations. L&D analytics doesn’t have to be complicated and can start with simple measures that support learning goals and capturing feedback.

Surveys 78

Surveys Analytics Feedback Personalization 78

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. These insights require an effective, agile survey process and platform to be successful.

Benchmark 70

Benchmark Surveys Employee engagement Feedback 70

VirtualPBX

MAY 25, 2022

trillion business SMS messages will be sent in 2023. Text a confirmation receipt of payment Request feedback with a text survey. Businesses, such as taxi service providers, are finding more and more uses for business text messaging solutions because it is the preferred method of communication. In fact, it is predicted that 3.5

Transportation 98

Transportation Surveys Feedback Sales 98

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. In 2023, customer service is more important than ever. As a result, creating exceptional customer service processes should be an essential part of business strategy in 2023. Seem extreme?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Playvox

OCTOBER 20, 2023

In addition, the myriad of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to distill and act on feedback from your customers. It’s important to collect omnichannel feedback and aggregate it in a way that gives you a clearer picture in support of your goals and use cases.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Horizon CX

JUNE 5, 2023

Limited Customer Feedback Loops: Effective feedback loops are vital for bridging the perception gap. Unfortunately, some organizations lack comprehensive mechanisms to collect and analyze customer feedback. Without accurate and timely feedback, leaders struggle to align their perceptions with customer expectations.

Customer centricity 52

Customer centricity Metrics Feedback Surveys 52

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. According to a survey from Emplifi , 86% of customers will leave a brand they were loyal to after two to three bad experiences. One way is with a follow-up survey or poll.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78