Guest Blog: A Radical Idea in Customer Service Surveys – The Solo Question

ShepHyken

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? Another difficulty with survey responses is that questions can be framed poorly.

Customer Effort Score vs. Customer Satisfaction

Mindtouch

In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer? How hard are we making it on our customers to self-serve?

What is Customer Effort Score and How is It Measured?

Mindtouch

For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. But not all businesses can boast of loyal customers.

CRM 315

Reduce Customer Effort, Increase Loyalty: A Recipe for Growth

GetFeedback

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. No brand is immune from customer churn, either. This means that companies need to pay attention more than ever to the customer experience. By understanding why customers churn, you can identify which areas of your business need the most improvement.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The opinions vary widely based on the last blog the person has read.

Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?

GetFeedback

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant?

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.

How to Create the Perfect Post-Chat Survey

GetFeedback

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. Benefits of using a post-chat survey. To reap these benefits, you need a solid post-chat survey that engages customers and provides real insights. .

6 Ways to Supercharge Your Survey Program

GetFeedback

Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. Export a beautiful one-touch survey email. Surveys are no exception.

10 Surveys for Actionable Data

GetFeedback

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Net Promoter Score Surveys.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. Customer Satisfaction score (CSAT). Customer Effort Score (CES).

Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program.

Better Service Begins with Better Surveys

GetFeedback

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. Not all surveys are created equal. Customer Experience

4 Keys to an Effective Customer Survey

GetFeedback

Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. Pick the right customer survey metric. What are you trying to achieve with your customer survey?

Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. The old school, 20-question survey is no longer acceptable — customers value their time too much. Before you make a survey online, consider the context. Automate surveys.

5 Survey Tips for Higher Engagement

GetFeedback

We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.

3 Tips on Maximizing Salesforce Survey Data

GetFeedback

Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. Create a Salesforce survey dashboard. Set up custom notifications for negative feedback.

We’re Revealing Our Secret Recipe for Creating the Perfect Customer Survey

GetFeedback

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness. Place the survey in the right customer journey milestones.

How Best to Create a B2B Customer Survey

ChurnZero

This is a guest blog post by Gaetano DiNardi from Nextiva. How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating.

B2B 80

4 Metrics for Measuring Live Chat Success

GetFeedback

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team.

3 Questions to Ask Before Launching Live Chat for Customer Service

Customers That Stick

At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Live chat allows organizations to assist online customers in real time.

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Focus on customer effort.

5 Tips for Optimal Customer Survey Practices

VocalCom

Knowing how customers feel about your brand is essential to your long-term success. While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Here are five tips for optimal customer survey practices that will strengthen your brand. Surveys should always ask relevant questions that your brand cannot answer without customer input.

How to Make the Most out of a Customer Satisfaction Survey

aircall

Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Customer Satisfaction Score.

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game

Genroe

They worry about company reputation as they grow increasingly disconnected from the day to day interactions with customers. This increasing distance is not bad per se, there are only some many individual customers the CEO of a major bank can meet in person. by DonkeyHotey.

Drive Customer Experience and Outcomes with CX Data

Mindtouch

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals. The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00 Here’s how our Customer Advocacy team does it.

7 Customer Journey KPIs You Should Care About

Mindtouch

Mapping and understanding the customer journey can be tricky. From awareness and research to purchase and post-sale activities, your customers interact with you in a number of ways. And the more customer touchpoints you have, the more involved customer journey mapping becomes. As it turns out, there are plenty of approaches to mapping customer experience. As part of your approach, be sure to take a look at the following customer journey KPIs.

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

3 Psychographic Marketing Strategies To Borrow For Self-Service Support

Mindtouch

Surprise, surprise: the marketing crowd has found yet another approach to reaching customers more effectively. In many ways, psychographic marketing is a form of direct customer engagement —an approach to gaining a deeper understanding about our customers. What is it about certain customer profiles that motivates them to reach our at certain points in the customer journey? Build Customer Profiles Based On Data.

3 Ways to Improve Customer Satisfaction Score

Mindtouch

According to the 2017 Global Contact Center Survey from Deloitte , “customer feedback is ‘core to our DNA’ or ‘a core input to business decisions'” for more than 80% of companies surveyed. This helps explain why customer satisfaction (CSAT score) remains one of the main KPIs by which we evaluate call centers. It is a metric for tracking the quality of the customer support experience, really. Don’t make customers repeat themselves.

Intelligent Swarming and the Value of a Collaborative Support Experience

Mindtouch

Finding the right support model for your customers and product is not an easy process. As an open-source software company, we rely on the contributions of thousands of engineers, enthusiasts, customers, and competitors to make the Linux ecosystem as powerful as it is today. Iterating on the right combination and emphasizing the ones that deliver the most value to your customers gives your team the flexibility they need to dial in the right approach.

6 Customer Success KPIs You Should Care About

Mindtouch

The customer relationship has evolved, and so have its key performance indicators (KPIs). Things that used to be considered cost drivers, such as customer service and support, are now viewed as a potential revenue generators. That’s because the new customer relationship calls for more intense focus on the ways we help make our customers successful throughout the entire customer journey. In a word, customer success. Average revenue per customer.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. The loyalty loop cuts down the steps for acquiring new customers to just three stages: Consider, Evaluate, and Buy. Measure customer loyalty with NPS.

Measure to manage customer experience

eGain

Are you measuring customer experience? In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. Ultimately, customers will leave. Customer Effort Score?

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

It appeared on their blog on February 19, 2015. They created an index of complicatedness , for which they surveyed over 100 listed companies in the U.S. And we can only extrapolate what that leads to: misguided efforts and lack of career development, to name a few things.

11 Customer Service Metrics to Start Measuring

GetFeedback

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.