Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

ChurnZero

JANUARY 11, 2024

In other words, we asked more complicated and probing questions in each subsequent year to reveal better benchmarks. The complete 2023 Customer Success Leadership Study (download here) is based on a survey of 1,250 respondents, presented by ChurnZero, ESG , SaaStr , and HubSpot. 2023 customer success budgets Economic context: U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

24-7 InTouch

MARCH 6, 2024

In this blog, we will delve into the pivotal role of artificial intelligence (AI) in advancing cybersecurity, specifically focusing on fraud detection, and showcase how innovative solutions are essential in safeguarding the integrity of financial transactions.

Government 52

Government Benchmark Banking Accountability 52

Beyond Philosophy

APRIL 25, 2019

As an academic marketer and an expert in neurology, Hedgecock does psychology-based research and studies neuromarketing, or how the brain works when we make decisions. Hedgecock and the team decided to do a study to determine if people’s emotions could predict their food consumption. They called it “The Creepy Project.”

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

Spearline

MAY 3, 2022

Studies show that phone calls are the most used channel for customer service. The power of a benchmark comparison in phone number testing When you receive an alert that your phone number is not functioning, you know immediately that there is a problem. While other contact channes such as email, online chat and FAQs etc.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

Beyond Philosophy

JULY 11, 2019

A study from Stanford showed how the cues work. At the one-week mark, researchers then asked the participants to come back into a different lab for what was ostensibly a separate study. A week later, the study participants turned in their food journals. How Memory Cues Influence Customer Behavior.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Beyond Philosophy

JANUARY 2, 2019

You could send them examples of what other organizations have done, case studies with results that show how improving Customer Experience increased revenues. Send around blogs and share podcasts on Customer Experience. You could invite them to a conference. My point is, there are a lot of resources out there. Pick one. (If

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

JUNE 30, 2015

It is always considered a benchmark. Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Benchmark 307

Benchmark Customer centricity Marketing Customer Experience 307

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. If you don’t measure NPS, you’ll never fix the root cause of customer problems,” says Richardson.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. What to learn more about NPS benchmarks and how you compare? Get The NPS Benchmark Study. It starts at the top.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience. Interested in learning more? Download your free copy today.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Beyond Philosophy

JANUARY 23, 2019

I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. If you want to benchmark your organization’s performance in the new world of Behavioral Economics against other companies, take our short questionnaire. To listen in , please click here.

Management 361

Management Consulting Consulting Accountability 361

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. To standardize and automate your interview procedures, consider designing sets of interview questions for different benchmarks in your customer lifecycle. After onboarding has been completed. After a customer support issue has been resolved. Monitor Product Review Websites.

Feedback 102

Feedback Benchmark Surveys Analytics 102

NICE inContact

JUNE 19, 2019

These are just a few examples of the findings from our latest benchmark study. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. This version marries responses from the customer wave of the study with the business wave. Get your copy today!

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

Spearline

AUGUST 31, 2021

Studying calls can lead to revelations on an agent who performed especially well, and in turn, the call could be used as training for other contact agents or new trainees. Another great way of QA testing is to set benchmarks. For instance, any calls that were very long or short calls where the agent performed either great or poor.

Benchmark 103

Benchmark First call resolution Contact Center Call Center 103

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. The post Let’s Chat about Chat appeared first on NICE inContact Blog.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

SmartKarrot

AUGUST 27, 2021

That is when the underlying concept of benchmarking has made lives easier. And that is why, today this blog will walk you through CSAT, NPS, CES – the three customer satisfaction score industry benchmarks. Table of Contents: CSAT Benchmarks NPS Benchmarks CES Benchmarks. CSAT Benchmarks.

Benchmark 10

Benchmark industry standards B2B Customer effort 10

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

JANUARY 16, 2018

While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. The post Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel appeared first on inContact Blog.

Customer Experience 96

Customer Experience Benchmark Self service Contact Center 96

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. Is your company well-positioned to address the ever-increasing expectations of your evolving customer base?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

ChurnZero

SEPTEMBER 29, 2023

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. Praise customers whenever they reach or exceed a benchmark set by the broader industry or relevant customer cohorts within your company.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study. But consumers are more cautious.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. phone, chat, IVR).

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

CSM Practice

NOVEMBER 4, 2019

In this blog, we’ll explore the discoveries of one of such TSIA studies on creating an effective customer success strategy for the long tail of customers. Starting with segmentation strategy, we’ll discuss observations from the study and popular myths. The Low Touch Study. Key Observations from the Low Touch Study.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Beyond Philosophy

MARCH 28, 2019

The concept of uncertainty is fundamental in the study of decision making. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Moreover, it doesn’t matter. We would know exactly how to manage our Customer Experiences and employees.

Management 359

Management Consulting Consulting Benchmark 359

Ann Michaels and Associates

JULY 29, 2020

In an April blog po st , we shared a case study where it took a representative 6 days to get in touch with our evaluator posing as a potential business customer. Contact us : Be sure to test this area through every channel possible and then gauge the amount of time it takes for a representative to get back to you.

Benchmark 59

Benchmark Sales Marketing Customer Experience 59

CustomerSuccessBox

DECEMBER 22, 2021

In this blog, we answer a few pertinent questions-. Industry best practices Benchmarking studies How mature are their processes compared to competitors? What other value-added services that you can offer- apart from best practices, benchmarking studies, can I invite them to share their knowledge? What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

GetFeedback

NOVEMBER 7, 2019

Who knows, but hitting the “8 per page” benchmark today seems like smart money. A 2018 study by Marketing Dive showed that 75% of Gen Z shoppers (those between the ages of 18 and 25) turn to eCommerce to make most purchases. The post 5 Ways to Win in the Visual Economy appeared first on GetFeedback Blog.

Benchmark 99

Benchmark Marketing Customer Experience Accountability 99

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. You can read more about this study here. Businesses are very confident while consumers are proceeding with caution.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

Aspect

NOVEMBER 15, 2017

Take our benchmarking self-assessment survey: Our survey allows you to compare your current contact center capabilities and processes with call center industry best-in-class, your peers, and other Aspect customers. appeared first on Aspect Blogs. To see how we can help you get your bearings in an ever-changing industry, click here.

Contact Center 94

Contact Center Analytics Benchmark Interactive Voice Response 94

CustomerGauge

MARCH 20, 2017

In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. Believe it or not, not everyone is a promoter of their own Net Promoter System®. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […].

Benchmark 91

Benchmark Best practices 91

Totango

SEPTEMBER 23, 2021

Consider setting up automated CSAT surveys to be emailed at key benchmarks in your customer’s experience with your brand. A variation of this strategy is reaching out to customers and asking for case studies. You can share CSAT data with your team for better satisfaction management or use it to elicit reviews or case studies.

Surveys 99

Surveys Metrics Benchmark Wait times 99

Ann Michaels and Associates

NOVEMBER 23, 2020

For the purpose of this blog post, we will zero in on the aspects of using online resources as a way to gain digital competitive intelligence. Social Media data for competitive intelligence was something we covered in a previous blog. As artificial intelligence and algorithms continue to perfect, so does the need for good software.

Benchmark 52

Benchmark Analytics Enterprise Surveys 52

Spearline

NOVEMBER 18, 2021

The Spearline latency test allows you to proactively measure and benchmark any delay, and, with repeated testing, the spot where there are variations over time. However, the Spearline study has found that latency becomes an issue when mouth-to-ear delay exceeds 800ms.

Telecommunications 98

Telecommunications Call flow Benchmark Personalization 98