GetFeedback

FEBRUARY 6, 2019

When the event is over, it’s the perfect time to gather feedback and plan for the future. Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Making the Most of Attendee Feedback. Read Article. 10 tips on gathering post-event attendee feedback. Don’t wait!

Feedback 110

Feedback Surveys Benchmark Best practices 110

Lumoa

AUGUST 5, 2022

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? This article will cover the drivers behind growing inflation rates and their impact on the retail industry. How to Monitor Your Customer’s Sentiment Towards Current Inflation Through Real-Time Feedback.

Feedback 83

Feedback Marketing Metrics Benchmark 83

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback 82

Feedback Surveys Benchmark Consulting 82

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Benchmark Sales 124

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this informative and entertaining article, Hodak takes her SUPER model and uses well-known brands from the fast-food industry to illustrate her points.

Customer Service 38

Customer Service Customer centricity B2C Entertainment 38

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems.

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

COPC

JANUARY 13, 2023

In this article, we use data from the following research reports to demonstrate how training and development can function as an employee retention strategy: COPC Inc. Global Benchmarking Series, Contact Center Training and Development. Global Benchmarking Series, Contact Center Training and Development. New Hire Training.

Benchmark 79

Benchmark Employee engagement Contact Center Coaching 79

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The post 5 Top Customer Service Articles of the Week 1-16-2023 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 38

Customer Service Benchmark Customer centricity Customer Experience 38

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS Benchmarks may show you signs of whether your business is doing well or needs improvement. Focusing on internal benchmarks is where you want to start looking. There are 2 ways in which these benchmarks are shown.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. My Comment: I love this topic.

Customer Service 39

Customer Service B2B Benchmark Personalization 39

CSM Magazine

JANUARY 2, 2024

In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success. Data points to consider include gambling preferences, spending patterns, frequency of visits, preferred games, and feedback.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Help Scout

SEPTEMBER 30, 2018

The answer that we have found is peer-driven review and feedback. This article outlines the steps that we use in our peer program at PartnerHero. How to add peer-driven feedback and training. For peer feedback to be successful, team members need to feel safe providing and receiving honest feedback. Great work!”.

Feedback 40

Feedback Benchmark Metrics Coaching 40

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. Visit our events page frequently for future updates of where we’ll be.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

GetFeedback

APRIL 8, 2019

I’ll explain how NPS is calculated and give you benchmarks to help determine whether your NPS score is good or bad. Most of the time, the math is done for you by the customer feedback solution. However, there are benchmarks you can examine to get a better understanding of your score. NPS benchmarks. Let’s get started.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

Nicereply

JUNE 6, 2022

Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? How To Use NPS Feedback To Reduce Customer Effort. The neutral responses are normally ignored. Using Customer Effort Insights to Build Experiences People Love.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed. It also could be a sign that the agents are overworked.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Nicereply

JUNE 6, 2022

Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? How To Use NPS Feedback To Reduce Customer Effort. The neutral responses are normally ignored. Using Customer Effort Insights to Build Experiences People Love.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

delighted

JUNE 21, 2019

It helps you understand the drivers behind customer decisions, provides feedback for improved experiences, and facilitates innovation and thinking for new offerings. When the Voice of the Customer comes through in real time, that feedback can change the trajectory of your business. They just needed to access it. customer needs)?

Feedback 54

Feedback Surveys B2C Benchmark 54

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. A feedback system for incorporating data and client input in order to make strategic adjustments and improvements. You could then define four minutes and three minutes as benchmarks along your customer’s path to their goal.

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. Recommendation #4: Get feedback from sources other than surveys. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ChurnZero

SEPTEMBER 29, 2023

This can also help you gather product feedback. Industry and product benchmark achievements: Customers want to know what other customers who share the same attributes are doing and how they stack up against them. Active participation in feedback loops: Acknowledge those who participate in feedback sessions, surveys, or discussions.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

ShepHyken

JULY 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This first article of the Top Five roundup for the week is a story of an Uber driver who absolutely gets the customer experience.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

NobelBiz

APRIL 18, 2023

In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Vistio

MARCH 11, 2024

Additionally, your employees’ feedback is a valuable resource when revising training programs. Collecting data and feedback from multiple sources, including customers and agents themselves, can help you identify trends, strengths, weaknesses, and opportunities for improvement.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

CSM Magazine

OCTOBER 16, 2023

This article delves into the core services these consultancies provide and why they’re becoming an indispensable asset for modern businesses. HR consultancies help organizations design comprehensive and competitive compensation structures, considering industry benchmarks, job roles, and the geographical location.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Negative customer reviews or feedback. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 204

Airlines Morale Benchmark Marketing 204

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

ProProfs Blog

FEBRUARY 12, 2019

On a scale of 0-10, how likely are you to share this article? These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. Pssst… You can also include them in articles like these as well! Do provide your feedback!

Surveys 102

Surveys Benchmark Feedback Metrics 102

Playvox

JULY 14, 2023

Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Related Article: Improve Contact Center Agent Productivity with WFM Software Manager Impact Contact center managers play a key role in helping to improve agent productivity. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

NobelBiz

MARCH 19, 2024

Historical dashboards serve as invaluable tools for benchmarking performance over time and driving continuous enhancement of service quality. CSAT Score: Customer satisfaction metrics provide valuable feedback for performance evaluation and improvement. Select appropriate visual representations for different data types.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

CallSource Insights

NOVEMBER 29, 2022

In this article are a few reasons why your company’s reputation matters now more than ever. This is why it’s important to keep an eye on what people are saying about your business online and make sure that any negative feedback is addressed promptly and professionally. Good Reputation Benchmarks are Relative.

Benchmark 97

Benchmark Automotive Feedback Sales 97

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91