Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate. Don’t!

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Fonolo

FEBRUARY 9, 2023

Even more astonishing is that most call centers would name the identical target value for that metric: the magical “80/20.” You might be thinking that this standard is based on careful analysis. Whatever the story is, clearly we need to approach this “standard” with skepticism. There is no 80/20 rule or principle at all.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JULY 5, 2023

How they approach upselling opportunities Upselling is something that all your customer-facing employees should be doing — not just sales. It requires some nuance in your collection and analysis. We have much more detailed information about surveying later in this blog. Make sure you take advantage of all of them.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. How a CSAT survey can look like. Image by Retently.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate. Why did we choose NPS?

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Practice

OCTOBER 15, 2019

Mature companies run their renewal analysis through dedicated renewal managers or a renewal operations team for best results. The team also conducts in-depth churn/renewal analysis to identify patterns and present possible solutions to mitigate churn. 2. Segment the Opportunity. 3. Optimize Business Capabilities.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40