Resurrecting Your Inactive Accounts

Amity

The dreaded inactive account. Prevention: You’ve probably heard the saying “an ounce of prevention is worth a pound of cure” - keep that in mind when it comes to inactive accounts. Many companies assign a customer health score to each account.

Essential Tactics for Creating Valuable Customer Surveys

ProProfs Blog

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. Using surveys to gain feedback and insights from your customers has been a trend for quite some time now. Creating a Valuable Customer Survey.

Why You Should Conduct “Post-Demo Surveys”

CustomerGauge

The post Why You Should Conduct “Post-Demo Surveys” appeared first on CustomerGauge. account management Blog Featured account executive demos survey

Personal data still the vector for account takeover attacks

TRUSTID

Our recent 2019 State of Call Center Authentication survey found that 51 percent of financial services respondents say the telephone channel is the primary source for account takeover attacks.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

service process According to an executive survey by Grove Critical Thinking, when. time and money,” 70% of survey respondents either agreed or. parent’s best practices, while taking into account local regulations. 1 Thomson Reuters Cost of Compliance Survey, 2015 5.

Personal data still the vector for account takeover attacks

TRUSTID

Our recent 2019 State of Call Center Authentication survey found that 51 percent of financial services respondents say the telephone channel is the primary source for account takeover attacks.

How to Distribute Surveys to Get Quality Responses

GetFeedback

The benefits of online surveys are vast. In fact, Pew Research noted that online surveys are one of the cheapest, most convenient means of data collection that include very limited influence from social bias. 4 Ways to Distribute Online Surveys. Send email surveys.

Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

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. Response rates to surveys are declining, almost universally. .

Who Should Be Accountable for Customer Feedback Loops?

Kayako

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Assign accountability for a customer feedback loop.

Survey: NFF returns of electronic devices can be prevented

TechSee

2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Download the full results of this groundbreaking survey here , and get your hands on a stunning infographic presenting the headline findings here.

Key Findings from our Accounting & Tax Services Study [Infographic]

PeopleMetrics

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Before trying to decipher which improvement initiative will yield the highest impact, accounting and tax service providers can skip the headache entirely by simply asking clients what they can do better next year. Our platform ingests customer feedback from any channel, including surveys and social reviews.

How to Create the Perfect Post-Chat Survey

GetFeedback

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. Benefits of using a post-chat survey. To reap these benefits, you need a solid post-chat survey that engages customers and provides real insights. .

What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? How will the survey results be used?

New survey highlights current state of caller authentication

TRUSTID

As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape.

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. While the exact steps to analyze your NPS survey results will differ depending on the tools you use, I hope this article will get your brain churning in the right direction so that you can start digging deeper into your NPS data. Combine NPS survey results with your CRM.

10 Surveys for Actionable Data

GetFeedback

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. Automatically trigger a survey after every support case is closed to better understand the customer experience. Net Promoter Score Surveys.

Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program.

Relationship and transactional surveys: When to use and how in your NPS® program

CustomerGauge

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both.

How Best to Create a B2B Customer Survey

ChurnZero

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. Some tips for survey construction: Make surveys clear and concise.

B2B 78

The 90’s called, and they want their survey back.

AskNicely

That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. I wrote a detailed account of what had happened. The survey, was just that. A survey.

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Blog

Based on their responses to this question, the survey takers are categorized into 3 broad categories: Promoters. NPS survey scores can range from -100 to +100, depending on the number of promoters and detractors. How to Create an NPS Survey. Try Survey Maker Software for Free.

Stuck in a Survey Rut? You need to be Conversational

Clarabridge

The restaurant had a receipt-based survey that I decided to take at a later point in time. When I got around to taking that survey, I discovered that it was taking me too long to complete and wasn’t holding my interest. Bottom line, I didn’t finish the survey.

Surveys Don't Sell!

CX Journey

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The control group wasn''t surveyed at all. Was this, in fact, marketing research and not a customer satisfaction survey, per se?

Aircall’s 2018 Customer Support Strategy Survey

aircall

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Survey Demographics.

The 90’s called, and they want their survey back.

AskNicely

That happened when I got emailed a survey from the airline. The crux of the long survey was a simple Net Promoter Score question. I wrote a detailed account of what had happened. The survey, was just that. A survey.

Why You Need to Analyze Survey Comments

Toister Performance Solutions

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey.

How to Get Customer Feedback Without a Survey

Toister Performance Solutions

Yet I've never used a survey. Customers are inundated with surveys, so it's important to think carefully before rolling out yet another one. With his help, I identified a technical setting in my account that would make my emails more recognizable to corporate email servers.

Introducing QR code surveys: Get feedback wherever your customers are

delighted

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. QR code surveys, now available with our Link survey distribution method , extend those same exact benefits to feedback collection on real-world physical interactions. Survey link: [link].

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. Find out more about Speech Analytics and Desktop Analytics solutions from Monet Or, schedule a live demo with a Monet Account Manager

Automated NPS surveys from HubSpot with AskNicely

AskNicely

Of course, at AskNicely, we’re all about making things easy, so our HubSpot integration is super simple to install – you can have the two systems integrated and be sending out customised NPS surveys to your customer base within 15 minutes – honestly!

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Imagine customer experience as a bank account.

Introducing Projects: Run multiple survey projects from one Delighted account

delighted

Now, you have the power to layer in other survey types for new touchpoints, different teams, and more. We’ve built Projects so it’s clear to account owners and admins who has access to which projects, and so that it’s easy to invite new team members to the right projects. You’ll have complete control over granting access, increasing permissions, or removing folks from survey projects.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. But what is the difference between relationship and transactional surveys? How do you decide which type of survey is right for your business and customers? What are customer relationship surveys?

Avoiding Biased Questions: 7 Examples of Bad Survey Questions

delighted

While customer surveys can yield amazing insights into what your customers want and need, they can also be a liability if the underlying survey questionnaire is flawed. One of the most common causes of unreliable survey feedback is the biased survey question. Customer feedback is not easy to come by, which makes every survey response all the more significant. What are biased survey questions? You would have no way of knowing via the survey results.

10 Customer Survey Design Tips for Actionable Feedback

delighted

An effective customer experience survey is a conversation with your clients and customers. Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Effective customer survey design, in particular, allows you to gather actionable insights into your products and services.

The 7 types of sampling and response bias to avoid in customer surveys

delighted

In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. That “encouragement” towards a specific outcome is what leads to survey bias, where you may only be getting one type of customer perspective, or an inaccurate perspective.

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

This is where a B2B customer satisfaction survey comes into the picture. However, to get the most out of your survey, which is an investment, you need to get a few things right. Here are some of the factors you want to make sure are in order in your survey. Accounts and Finance.

B2B 61

10 Customer Survey Design Tips for Actionable Feedback

delighted

An effective customer experience survey is a conversation with your clients and customers. Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Effective customer survey design, in particular, allows you to gather actionable insights into your products and services.

Top Pillars of a Successful Employee Feedback Survey

Satrix Solutions

But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. The following are five (out of ten) of my top pillars for effective survey design and survey implementation.

Top 10 Tips for Creating a Successful Customer Survey

CSM Magazine

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Here are my top 10 tips for creating a successful customer survey.