NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. A three-question survey isn’t too short. Ask Less, Learn More.

Feedback 55

Feedback Surveys Best practices Contact Center 55

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

Education Services Group

SEPTEMBER 23, 2022

Q: How do you navigate participation bias in customer feedback? . Just like you want to segment when you’re sending out your surveys, you want to do the same thing. to those who choose to answer surveys, those who choose to interview, etc., So, it could be a survey. Surveys are a monologue, it only goes one way.

Customer retention 52

Customer retention Surveys Feedback Personalization 52

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. Customer Feedback: Qualroo.

Customer retention 100

Customer retention Upselling CRM SaaS 100

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media. Training employees when and how to ask for feedback is vital. VoC Technologies that Monitor Feedback and Reward Employees.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Nicereply

SEPTEMBER 25, 2023

Net Promoter Score (NPS) email surveys can be your most effective market research tool. By including NPS surveys in your emails, you can ask your customers, ‘On a scale of 0 to 10, would you recommend our brand/product/service to friends or colleagues?’ Email subject line best practices, along with examples.

Surveys 52

Surveys Feedback Best practices Personalization 52

ChurnZero

SEPTEMBER 29, 2023

Follow up by offering best practice tips. This can also help you gather product feedback. Training course completion: Celebrate customers who show initiative by enrolling in a course, webinar, or workshop. If you can’t meet with customers, you can also collect this data via survey. Send a message saying, “You rock!

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Playvox

MAY 26, 2021

To solve that issue, Playvox recently fielded a survey of U.S.-based For more information about how you can implement cross-selling and upselling, including best practices from contact centers that are currently cross-selling and upselling, I highly encourage you to read the full research report.

Upselling 92

Upselling Education Contact Center Coaching 92

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. Voice of Customer. Support Tickets. Social Media. Customer Engagement.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. Product feedback or feature requests.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

PeopleMetrics

JANUARY 24, 2022

Advisory boards consist of a sample of your high-impact customers (usually 30-300) that commit to providing feedback for a certain period of time (usually a year). Think of it as having your best customers at your beck and call to provide their perspective on key strategic issues. This feedback is both qualitative and quantitative.

B2B 90

B2B Journey mapping B2C Benchmark 90

ClientSuccess

JANUARY 10, 2020

Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. .

Best practices 64

Best practices Metrics Feedback SaaS 64

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. But CX very rarely deals in absolutes.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Technologies like quality management or workforce management offer the constant support and feedback needed to deliver the high-quality service that the company expects.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud.

Contact Center 116

Contact Center Enterprise Self service contact center solutions 116

ChurnZero

SEPTEMBER 8, 2022

What process improvements can be made in the way you address customer feedback? Customer education is a way for CSMs to do more of what they do best: focus on their customers’ strategic issues so they feel valued. . What barriers to success are customers facing today? What content are you currently delivering to address user questions?

Education 98

Education Benchmark Customer retention Metrics 98

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. Learn more about measuring support quality beyond CSAT and NPS in this webinar, featuring Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout.

Customer Service 116

Customer Service Feedback Surveys Personalization 116

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

JANUARY 7, 2020

It is a series of goal-focused best practices that build customer proficiency to the point where they can use the product independently. Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations.

Best practices 72

Best practices Enterprise Metrics Sales 72

JustCall

APRIL 3, 2023

Customer feedback and advocacy : Customer success teams also focus on gathering feedback from customers and using it to improve the product or service. This includes providing resources such as user guides, tutorials, and webinars. <H2>Must-Have It is usually measured through surveys after a customer interaction.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Use surveys like NPS to help gather customer sentiment. Have they recently filled out a customer survey?

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

inmoment

JULY 29, 2020

Using Formal Relationship Surveys. Strategy #2: Using Formal Relationship Surveys. Surveys are no longer companies’ only means of acquiring feedback from customers, but that doesn’t mean that brands should forget about them. Leveraging Loyalty Programs. Strategy #1: Creating Support Team Consistency. This is a big one.

Multichannel 52

Multichannel Surveys Customer retention Feedback 52

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Our survey included agents from five different-sized contact centers: Less than 5 agents 5 to 20 agents 21 to 300 agents 301 to 1,000 agents 1,000+ agents. Despite What Their Managers Think.

Scripts 52

Scripts Contact Center Morale Best practices 52

ChurnZero

JULY 7, 2020

5 Best Practices for Improving Customer Retention. Consistent Feedback Loop. Because Customer Support teams are generally dealing with customer issues, it’s their job to relay the feedback they receive to Customer Success teams. Build a Great Infrastructure. There are plenty of ways to go about educating your customers.

Customer Support 90

Customer Support Education Customer retention Feedback 90

CSM Practice

MARCH 9, 2021

Playbooks – Standardizing best practices across the entire CS Organization. How did Glint manage to get customer feedback? Glint implemented a closed-loop feedback approach. Sending surveys, having live touchpoints, and check-ins to see the customer experience.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. Direct Voice of Customer information usually arrives in two forms; in response to feedback requests and through escalations. To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ChurnZero

MAY 22, 2020

Low-touch: reiterate best practices ChurnZero Action: Create an email and add it to your Play to automate sending. Offer them access to best practices from your knowledge base. Webinar]: How to Streamline Onboarding to Reduce Churn. . Customer Success Around the Web.

Best practices 98

Best practices Accountability Benchmark Sales 98

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You can now view the webinar on-demand here. Below is a recap of the webinar Q&A.

Finance 61

Finance SaaS Education Customer retention 61

Education Services Group

JUNE 4, 2019

Not only do they make compelling marketing material for prospects looking to solve similar problems, but they also show existing customers that their feedback is valued and worth showing to the world. These assets are doubly useful. Making customers feel heard will make them stronger advocates for your brand going forward.

Marketing 53

Marketing Best practices Upselling Feedback 53

Totango

JULY 8, 2021

Reactive indicators are data collection points from customer-facing teams and surveys such as NPA and CSAT, which provide qualitative information about customer accounts. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT?

Upselling 65

Upselling Accountability Customer retention Metrics 65

inmoment

JULY 22, 2020

There was a time when surveys were considered the apex of customer feedback methods, and while they’re certainly still important, they’re no longer the only means by which customers report insights. Our webinar on this subject with experts Jim Katzman and David Van Brocklin is now available for you to view for free!

Multichannel 52

Multichannel Customer retention Feedback Contact Center 52

Kayako

JULY 30, 2018

Customer voice: Creating content through dynamic customer feedback and their perspective is the fastest way to successful content marketing. Today, chat apps, surveys and community platforms allow deep insights into what your customers are talking about and want more of. Wootric, WalkMe, and other survey platforms are great for this.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? It’s rare thanks to narrow survey questions. Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers. Allow customers free range to give you feedback on whatever they want whenever they want.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ChurnZero

DECEMBER 7, 2018

Customer Effort Score is measured transactionally – which means customers get surveyed after their conversation with the business ends. The survey itself consists of the main question developed by CEB based on their research : How much do you agree or disagree with the following statement? Not necessarily. How to measure CES?

Best practices 53

Best practices Surveys Customer effort Feedback 53