GetFeedback

FEBRUARY 4, 2019

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. Gathering live chat survey data . Live chat support can be tricky.

Surveys 74

Surveys Feedback Accountability CRM 74

Lumoa

APRIL 4, 2023

One of the best ways to do that is through a customer profile analysis. Even with such a simple explanation, it’s clear to see how conducting a customer profile analysis can result in business growth. This article will explore five of the most notable impacts of customer profile analysis on your company.

Customer retention 83

Customer retention Enterprise Marketing Surveys 83

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. What type of surveys do you wish to send? What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

GetFeedback

AUGUST 14, 2019

The business changes : New products and services are launched; acquisitions are made, and growth happens or business shifts. As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry. Do not offer incentives for completing the survey.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ChurnZero

AUGUST 15, 2024

In this blog post, I’ll walk you through how AI tools like UpdateAI, along with others, can be used to enhance customer retention by identifying, investigating, and acting on key trends across accounts. Speaking of AI… I was blocked on this blog post for two weeks. Step 2: Conduct root cause analysis.

Customer retention 52

Customer retention Management Accountability Analytics 52

CustomerSuccessBox

AUGUST 29, 2021

What is Product Analytics? Your customers are using your product but it is important for you to analyze how users utilize your product features, predict areas of product friction, and how you can improve the product experience. Here comes product analytics. Where is Product Analytics used?

Analytics 52

Analytics Surveys Upselling SaaS 52

CX Accelerator

FEBRUARY 12, 2018

VoC programs provide the intel that companies need to determine customer needs and wants, how customers value products and services so they know how to improve them, identify gaps in the customer journey and opportunities to refine processes, etc. It can even be in the form of free text responses in surveys. Why Is VoC Important?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. You probably know this. But where do you start?

Feedback 94

Feedback Best practices Surveys Analytics 94

Fonolo

JULY 5, 2023

These are typically generational trends caused by new technology or information about a product. Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. This moment of truth determines how we think and feel about that brand.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

PeopleMetrics

FEBRUARY 25, 2022

In the context of large-scale marketing and product development strategies, the difference between CX and market research is also important to understand. Market research is time-bound and focuses on specific strategic questions through surveying small samples of customers and one-way communication.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

GetFeedback

DECEMBER 11, 2019

An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys. Think of text analytics as a way to simplify the analysis of survey results and with it get the most of the data you have collected.

Analytics 88

Analytics Customer Experience Surveys Feedback 88

ProProfs Blog

JUNE 25, 2021

Qualtrics is one of the most sought after survey maker software in the market. Versatile features like interesting question types , survey scheduling option, survey reminders, and advanced analytics features are all that you need to create a basic survey in a hassle-free manner. In-Depth but Complex Survey Analysis.

Surveys 78

Surveys Enterprise Analytics Personalization 78

ProProfs Blog

JUNE 5, 2020

Questionnaires are web-based surveys that contain a series of questions asked with the intent of gathering information from the respondents. It can be used to get information about an organization’s target audience and collect customer feedback about a particular product/service. Questionnaires Vs. Surveys. Cost-Effective.

Surveys 97

Surveys Feedback Marketing Personalization 97

IdeasUnlimited

AUGUST 26, 2022

In this blog, we will be sharing some of what we have learned not just from our experience, but from our clients as well. According to a survey , even when faced with a price increase in raw materials, transportation, or equivalent mid-level commodity, SMBs are hesitant to raise their rates promptly. Give New Talent a Chance.

Finance 95

Finance Transportation Customer retention Healthcare 95

GetFeedback

AUGUST 14, 2019

Satisfaction can also be applied to products or overall relationships between a brand and a customer. Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. Keeping customers satisfied is more than just a nice to have.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

ProProfs Blog

SEPTEMBER 17, 2021

This blog guides you on the actionable ways to improve employee experience and create a productive workplace. An excellent employee experience ensures that your employees contribute more productively to your organization’s growth in the long run. Read more: Your Ultimate Guide to Employee Engagement Surveys.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It can help companies understand their audiences by quantifying customer sentiment toward products and services. To get valuable insights, you have survey strategically. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Her solution: to say to the organization that we would never design a new product without the following items, so why would we do it for customer experience. How else did she communicate? Tractor talk!

Journey mapping 68

Journey mapping Customer Experience Government Surveys 68

BlueOcean

OCTOBER 4, 2023

Surveys of consumers who speak English as an additional language (rather than their primary language) have revealed similar statistics. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

GetFeedback

FEBRUARY 7, 2020

If you sold financial software, your product would get compared to your competitors’ products and that was the end of it. Whichever product did the job better, would win. . Your product isn’t just being compared to your competitors’ products anymore. In short, it’s no longer enough to only have a great product.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Read the full answers here below.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It applies predictive analysis around the score for different customer attributes. Identify triggers for those moments.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. In 2015, Hubspot conducted a survey amongst users who had churned from a certain email tool within one week of signing up for the service. A-Ha Moments. Let’s take a closer look at each, shall we?

SaaS 88

SaaS Accountability Surveys Customer Experience 88

Nicereply

JUNE 7, 2023

Before we dive into the reasons customers abandon carts and the tools you can use to prevent losing out on that revenue, there’s one tool we love and want to mention up front: the customer survey. For starters, you can ask the source directly by conducting customer surveys via pop-up or email post-abandonment.

Abandon rate 52

Abandon rate Surveys Accountability Benchmark 52

The Center for Client Retention

MAY 29, 2018

It could be a watershed moment for retailers, but more importantly for the consumer. In a survey of nearly 700 consumers, Narvar, a retail technology company, found that overall, 40 percent of consumers order more than they intend to buy and ship back the goods that don’t make the cut. It finally happened! It didn’t make sense.

Accountability 54

Accountability Sales Surveys Technology 54

delighted

AUGUST 23, 2019

Yes, you, the reader of this blog post can not just get the ball rolling, but actually build it out. Zoe Soto, Product Manager at Glassdoor and a Delighted customer. Go talk with your customer-facing department leaders (sales, support, customer success, marketing, product, etc.). Is this about our products?

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? We fully understood the need for customizable reports and wanted our product to be flexible enough to deliver general and specific reports.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Select VoiceCom Blog

NOVEMBER 20, 2022

Investing in partnerships like an IT help desk makes processes more seamless and boosts employee productivity. HubSpot found that around 42% of service-oriented businesses utilise help desk systems, and 86% reported improved team productivity. With data analysis, you can get notes for modifications.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

inmoment

JUNE 1, 2020

Brands are not competing over who has the best price or product, but on kindness. It feels that the battleground of the moment is empathy. . When a crisis hits, humans are immediately looking for help, support and relief – they aren’t concerned with fancy platform upgrades or product features.

Customer Experience 69

Customer Experience Surveys Analytics Feedback 69

Nicereply

FEBRUARY 21, 2019

Any analysis in marketing starts with the understanding of consumers’ feelings after interaction with a brand. CX concerns all areas of business, including service, support, usage of products, interactions with back office, finance and other departments across the company. Surveys and Feedback. Other things related to branding.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

ShepHyken

JULY 26, 2019

It is assumed that within a few years down the line, customer experience will overtake price and product as the key brand differentiator. Every single touchpoint needs to be covered right from the moment they hear about you or found via Google to how easy or difficult it was to purchase things from you. Three-times re-purchase.

Customer Experience 289

Customer Experience Feedback Customer centricity Customer retention 289

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. The product failed.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

OctopusTech

JULY 21, 2023

With the proper collection of data, create better products, drive more sales, improve user experience, get referrals, build a stronger brand, and enter into a new market. Improved product innovation and development Customer input is crucial for product innovation and development. What is Customer Data Management?

Best practices 62

Best practices Management Upselling Sales 62

Call Center Pros

SEPTEMBER 10, 2018

There are companies who spend infinite time and money in shaping a product or service that like to them, but that the customers do not want. Maybe you should give them a moment to think about the answer, but what they say is infinitely more valuable than what we each think about our product or service. Create customer profiles.

Feedback 60

Feedback Big data Sales Surveys 60

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148