Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar on Tues., A webinar to discuss the survey findings will be hosted by Chad McDaniel, president of Execs In The Know, and joined by Judi Brenstein and Jim Von Seggern of COPC Inc. Register Now!

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Solvvy

MARCH 8, 2022

In a recent webinar , Vanessa Van Arsdale and Aly Klidies talk with Solvvy’s Head of People, Abby Gates , to discuss employers’ biggest questions when it comes to the Great Resignation: Why are employees leaving? ” One effective initiative is distributing pulse surveys.

Benchmark 62

Benchmark Chatbots Surveys Feedback 62

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

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. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

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

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. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

VirtualPBX

JULY 9, 2020

“ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” Make Webinars a Primary B2B Communications Channel. ” – On24’s 2019 Webinar Benchmark Report. The best part?

B2B 99

B2B Self service Best practices Virtual Agent 99

ClientSuccess

MAY 24, 2022

Then, the answers to NPS survey questions are aggregated together to form the NPS score. First, you need to separate your NPS survey answers into three buckets: Promoters, Passives, and Detractors. While a perfect 100 is a nearly impossible score to achieve, there are some benchmarks your team can plan towards.

Benchmark 52

Benchmark Metrics Surveys Management 52

NobelBiz

OCTOBER 24, 2023

Post-interaction surveys to gather insights. This webinar episode (Transitioning from Voice-Only to an Omnichannel Contact Center) is dedicated to contact center decision-makers who are considering omnichannel technology. Encouraging post-call surveys to gather feedback. Self-service web portal for issue resolution.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark Surveys B2C 123

ChurnZero

AUGUST 14, 2020

NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Deliver surveys through email or in-app messages to maximize engagement opportunities.

CRM 87

CRM Finance Upselling Accountability 87

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Another benefit of automated onboarding is that it can be delivered instantaneously, regardless of time zones or the availability of instructors.

Education 98

Education Benchmark Customer retention Metrics 98

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. Finally, we will have an updated, self-service survey engine released this year!

B2B 90

B2B Journey mapping B2C Benchmark 90

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

TechSee

JULY 14, 2021

John Carroll: The Service Council conducts benchmark research and one of the annual studies that we conduct is called the Voice of the Field Service Engineer, where we surveyed roughly 1000 field technicians. John Carroll: We just discussed technician sentiment is one of them.

Self service 207

Self service B2B Technology Engineering 207

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Providing tutorial tips to answer customer questions and encourage greater product adoption.

B2B 115

B2B Journey mapping SaaS Engineering 115

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” Q&A recap.

SaaS 98

SaaS Metrics Enterprise Surveys 98

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. If you missed the webinar, you can watch it on-demand. Q&A Recap. are built into this model.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Toister Performance Solutions

JULY 26, 2018

Customer relationship management software provider SuperOffice emailed 1,000 companies for its 2018 Customer Service Benchmark report ; 62 percent did not respond. The same survey found that even the phone forecasts were lacking. Companies failing to respond to customers is an epidemic. and Canada. Take Action!

Contact Center 72

Contact Center Consulting Consulting Benchmark 72

Lumoa

JULY 6, 2023

Ability to edit Survey Campaigns Survey campaigns can now be edited. Upcoming webinars Using the science of happiness in CX – Using happiness as a competitive advantage Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?

APIs 16

APIs industry standards Surveys Benchmark 16

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

JANUARY 13, 2016

• Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. Instead, the use of internal benchmarks is a much more for effective way to improve satisfaction within your accounts. Survey them. ' as a fill-in-the blank."

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Eptica

NOVEMBER 16, 2017

Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. For instance in the 2017 survey, although 49% of brands advertised chat, just 22% had it working when tested. Click here to register for the webinar.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. Customer Service benchmarks show the importance of a great procedure! Free your Phone!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. The human touch: There’s an app for that.

Airlines 78

Airlines Transportation Contact Center Self service 78

ChurnZero

MARCH 15, 2019

Upcoming Webinar. To better understand that impact and hear ways to improve retention, we invite Founders and C-Level executives to a webinar led by Rob Belcher, Managing Director at SaaS Capital and You Mon Tsang, CEO & Founder of ChurnZero. Please join this webinar to learn: . Churn Monster #6 – Abandoned Customer.

SaaS 45

SaaS Best practices Morale Benchmark 45

Russel Lolacher

MARCH 2, 2021

As a director in your government agency, what are the most important KPIs you use to measure customer experience benchmarks? Finally, we conduct a yearly Customer Satisfaction Survey as part of our service KPI, that measures response time, satisfaction and preferred platforms. We aim to do that through our government social media.

Government 52

Government Customer Care Transportation Benchmark 52

ChurnZero

MAY 22, 2020

After a day or two, email your customer and share progress benchmarks to illustrate the actions that your most successful customers have typically completed by this time or step. Webinar]: How to Streamline Onboarding to Reduce Churn. . Offer them access to best practices from your knowledge base. Customer Success Around the Web.

Best practices 98

Best practices Accountability Benchmark Sales 98

JustCall

JANUARY 31, 2023

per month/per license Why Use Zoom As An Alternative to Dialpad Zoom is a Video Conferencing, Web Conferencing, Webinars, and Screen Sharing tool It unifies cloud video conferencing, simple online meetings, and cross-platform group chat into one easy-to-use platform. per month/per license Cloud Business : $19.99 323/SIP room systems.

voip 52

voip Enterprise Interactive Voice Response CRM 52

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. And it can be integrated with your CRM to readily and easily trigger surveys to go out at important moments.

Metrics 60

Metrics Customer Experience Surveys Feedback 60