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

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. Who doesn’t feel cognitively depleted from time to time?

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

JANUARY 15, 2023

Customers today have higher expectations that the brands they do business with will provide an exceptional, personalized experience across all of the brand’s channels, that they lead with an omnichannel philosophy and that the customer service they provide will be available 24/7. Customers love it when you know and understand them.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

Customer Experience Matters

AUGUST 29, 2017

One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. In our latest U.S.

Benchmark 144

Benchmark Personalization Employee engagement Customer Experience 144

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. Facial expression analysis uses these landmarks to determine if the person is showing joy or sadness or anger. So, Is it Creepy? 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

LiveChat

SEPTEMBER 7, 2018

Thanks to its impressive ROI, 86 percent of B2C marketers use email , according to B2C Content Marketing 2018 Benchmarks, Budgets, and Trends. One of the secrets of such amazing performance of email marketing is personalization. How to Start with Personalization. This data is the foundation of personalization.

Personalization 51

Personalization B2C Marketing Benchmark 51

delighted

NOVEMBER 10, 2021

Our latest feature, Translations , aims to help you scale your global customer experience strategy while maintaining a local and even personal connection with every customer and employee. Set internal benchmarks per market. Also consider if your current core benchmark metric, such as NPS, is appropriate for use worldwide.

Surveys 86

Surveys Feedback Benchmark Metrics 86

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

Beyond Philosophy

JUNE 30, 2015

The hammer price, what they call the price announced when he smacks that hammer down and says, “Sold to the person with $180 million dollars!” It is meant to describe how a person feels when the become the top bidder. It is always considered a benchmark. However, it’s a trick. Being the top bidder feels good.

Benchmark 308

Benchmark Customer centricity Marketing Customer Experience 308

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. In this blog, we’ll examine 4 real-world examples of companies using NPS to gain insight into their businesses.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Beyond Philosophy

JANUARY 23, 2019

I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. When a buying decision is confusing or if a person doesn’t have all the information but wants to make a decision anyway, they might replace the decision with a different one that is easier to answer. 4: Replacement.

Management 361

Management Consulting Consulting Accountability 361

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. One of the other findings of the AX study was the level of stress this provokes in agents, particularly newer agents, who represent an increasing percentage of the workforce in this high-turnover era.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Spearline

NOVEMBER 18, 2021

Latency is the time from one person is speaking to when the other receiver is hearing. 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. Could your customers be suffering and struggling with network delays?

Telecommunications 98

Telecommunications Call flow Benchmark Personalization 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 298

Consulting Consulting Benchmark Advertising 298

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

AskNicely

OCTOBER 18, 2018

Automate your NPS so that the right information gets to the right person at the right time. With cross-functional workflows, you can assign an appropriate department or person to reach out at any level of happiness to drive results. Get the 2018 NPS Benchmark Study. How do you do that?

Feedback 60

Feedback Benchmark Metrics Marketing 60

ChurnZero

SEPTEMBER 29, 2023

Unlike monetary or tangible gifts, intrinsic rewards appeal to a customer’s inner motivations and values, such as a sense of achievement, personal growth, or the joy of being part of a community. 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

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. When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Customer Experience 96

Customer Experience Benchmark Self service Contact Center 96

Beyond Philosophy

MARCH 7, 2019

I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” The term comes from anthropology where you go and live with villagers in the jungle for ten years and study them by participating in their culture. I stopped her and asked her why.

Customer emotions 306

Customer emotions Surveys Consulting Consulting 306

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. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Pick one. (If

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study. Work-life imbalance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Beyond Philosophy

DECEMBER 20, 2018

However, participants at a study at Vanderbilt University do. From my layman’s perspective, I hear the Rational System is in use when a person says things like: ? “I have been thinking…”. ? “I slept on it and decided…”. ? “You raise a good point…”. ? “Probably…”. 100%, right?

Journey mapping 269

Journey mapping Benchmark Customer Experience Consulting 269

Beyond Philosophy

APRIL 15, 2019

Suttle undertook a two-year study of the best companies that excelled at customer service for her book. Communication is critical for achieving both personal and sales goals. Suttle says one company had a voice mail message that said the person was “continuously checking messages throughout the day.” Here are the top ten.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

delighted

DECEMBER 14, 2020

Customer experience metrics supported by feedback data help you set measurable goals, benchmark how strong your customer experience is now, and prioritize what actions should be taken to get you where you want to be. Studying your competitors’ CX tactics can also help you flesh out your own strategy.

Customer Experience 63

Customer Experience Benchmark Surveys Feedback 63

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Hodusoft

OCTOBER 22, 2021

According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Set personal goals. Likewise, when employees are tired, overworked, or unhappy , it shows in their work.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

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. Editor’s note: This article reflects the personal opinions of our guest author, Hilary Murdock.

Benchmark 99

Benchmark Marketing Customer Experience Accountability 99

SharpenCX

OCTOBER 6, 2021

Then, focus your training for each user group, teaching agents to become special experts so your customers always get help from the best possible person. According to a study in Harvard Business Review , employees at high-trust companies report: . This way, not only team goals, but their own personal goals drive their performance.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Beyond Philosophy

MARCH 28, 2019

I mean, yes, it could be an issue for one person on a random Tuesday, but let’s get the product out there for everyone else! The concept of uncertainty is fundamental in the study of decision making. It reminds me of one of my favorite phrases: Ready, Fire, Aim! Moreover, it doesn’t matter.

Management 359

Management Consulting Consulting Benchmark 359

NobelBiz

MARCH 5, 2024

Choosing Nobelbiz for call center reporting unlocks a myriad of benefits, designed to elevate customer service, optimize operations, and drive business growth: Enhanced Customer Insights : With Nobelbiz, businesses gain a deeper understanding of customer needs and behaviors, enabling personalized service that boosts loyalty and satisfaction.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CustomerSuccessBox

DECEMBER 22, 2021

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 are some of the business goals s/he is responsible for in their company?

Benchmark 52

Benchmark B2B Best practices SaaS 52

Beyond Philosophy

MARCH 25, 2019

We can study decision making in both ways. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. You need to discover what making that decision is like and how you choose between your options.

B2B 333

B2B CRM B2C Education 333

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.

Contact Center 94

Contact Center Analytics Benchmark Interactive Voice Response 94

Beyond Philosophy

APRIL 18, 2019

One study ran an experiment with students in a psychology class where they could write a paper for extra credit. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. The Consequences of Too Many Choices. First, it reduces our motivation.

Construction 320

Construction Benchmark Consulting Consulting 320

Comm100

MAY 20, 2022

Today’s customers demand quick, convenient, and personalized customer support that shows companies understand them, their needs, and are treating them like a valued individual. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Powerful personalization.

Wait times 72

Wait times Benchmark Sales Personalization 72