Beyond Philosophy

FEBRUARY 10, 2015

For example, at the conclusion of the Asia-Pacific Economic Co-operation (APEC) summit in mid-November, the importance of handshakes took center stage. How your team presents itself to customers can become an extension of your brand. Blogs Employee Experience Thought Leadership' It’s available today, for only $9.99!

Consulting 338

Consulting Consulting Surveys Customer Experience 338

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams. Managing staff is far too big a topic for a single blog post. What is gamification?

Gamification 149

Gamification Morale Contact center software B2B 149

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Do these scores mean that the Customer Experience teams organizations invested in there are ineffective or have they just given people a new title and carried on doing the same stuff?

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ProProfs Blog

APRIL 5, 2019

Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. HR teams now focus on candidates who suit their brand image and can help improve it.

Surveys 122

Surveys Upselling Employee engagement Sales 122

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

DECEMBER 23, 2015

From my perspective, there are five core areas that identify the operating functional landscape, and contribution potential, represented by an effective CCO. For the CCO, broad background in customer experience optimization transcends the brand-building focus of marketing (the CMO’s role) or IT/operations (frequently the CIO’s role).

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. It cannot be overplayed how effective a well-constructed survey can be to gauge how content your customers are. What is a customer experience (CX) program?

Customer Experience 98

Customer Experience Journey mapping Surveys Feedback 98

CCNG

OCTOBER 6, 2020

For example, it can be invaluable to remember each team members’ preferences for ways in which they prefer to communicate and share documents (email, phone, instant message, meetings, shared folders, and calendars, etc.). The survey results were clear: the team experienced greater focus, higher engagement, and more satisfaction overall.

CCNG 195

CCNG outsourcing Surveys Coaching 195

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. Some of us slowed down. Some of us sped up. Roll the tape back.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers. But, where to start? But, where to start? Account Administrator.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Callminer

DECEMBER 17, 2019

Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Should your company need to put more effort into handling sales-related activities such as order management and appointment scheduling, it can help tremendously to pass this work on to a dedicated team. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. UC supports complex workflows across hybrid teams, and next year will likely be just as complicated. Predictable. Our prediction?

Surveys 185

Surveys Education Enterprise Technology 185

ShepHyken

NOVEMBER 28, 2022

In this article by Tomas Hult, part of the team that brings you the American Customer Satisfaction Index , you will learn the importance and power of the CEO, president, or owner of a company spending time on the frontline, hearing from, learning from and answering customers questions, comments, and complaints. by Debbie Laskey.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

aircall

JULY 14, 2021

One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow. Learn more below about how to keep employees motivated and engaged with their work—from value-added training to upgrading your snack selection—so you can benefit from a happy, productive team.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

ProProfs Blog

APRIL 2, 2020

Along with the global economy, how businesses operate is also massively hit, with the spread of COVID-19. Happy to share that we at ProProfs kicked off our continuity plans well in time and are glad to share how we cracked the code and are able to keep the ball rolling while still keeping our teams safe and motivated. Google Docs.

Surveys 151

Surveys Construction Time management Management 151

TechSee

JUNE 10, 2021

This blog challenges that status quo. Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair.

Self service 207

Self service Analytics Transportation Healthcare 207

ProProfs Blog

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. Using this tool, you can create an NPS score survey in just 5 mins.

Surveys 139

Surveys Metrics Feedback Advertising 139

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Only 19% of businesses report that they have a dedicated customer experience team to manage the experience. ( Genesys ). Anytime a customer cuts ties, you experience the negative impact of customer churn. American Express ). Temkin Group ).

Customer retention 156

Customer retention B2B Surveys B2C 156

ProProfs Blog

SEPTEMBER 24, 2020

Opt for a Popup Customer Survey. We live in an era in which no one has the time to fill lengthy and tedious forms or participate in a survey that takes ages to complete. This online survey triggers strategically in instances such as, . You might be thinking, how can I create a survey for my business? #2.

Feedback 141

Feedback Surveys Analytics Customer Support 141

ProProfs Blog

APRIL 18, 2019

You may have a great product, the best marketing team, but still, fail to reach out to your target audience and retain customers. Benefit #1: Increase Team Efficiency. Providing seamless customer service depends a great deal on your support operators. Analyze ticket resolution time and operator rating.

Customer Support 136

Customer Support Analytics Customer retention Customer Experience 136

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. That means making sure that every time your operators pick up a call from your customers, they are better equipped with product and service knowledge. Customer loyalty.

B2B 204

B2B Banking Personalization Employee engagement 204

AWS Machine Learning

MARCH 4, 2024

Alida’s customers receive tens of thousands of engaged responses for a single survey, therefore the Alida team opted to leverage machine learning (ML) to serve their customers at scale. Open-ended survey questions allow responders to provide context and unanticipated feedback. It’s helped me get through some tough times!”

Feedback 136

Feedback APIs Engineering Surveys 136

ProProfs Blog

DECEMBER 11, 2020

Don’t worry, we’ll help you understand each of these aspects in detail in this blog piece. To calculate this metric, you need to roll out a customer satisfaction survey that can be sent out to customers once they’ve made a purchase or had a recent interaction with your support team. Let’s get started! We couldn’t agree more.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Taylor Reach Group

MAY 1, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Involve your team in turning the feedback into action items.

Consulting 140

Consulting Consulting Surveys Feedback 140

Totango

JULY 23, 2021

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room.

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Totango

OCTOBER 12, 2022

We can see this development in our recent survey. When asked about their teams, 32% of professionals said that their department had been operating for up to four years, 37% said that their teams had grown by up to a quarter in the last 12 months, and the number of businesses with teams between 51-100 people increased by 20% in 2022.

Enterprise 115

Enterprise Surveys Sales Customer retention 115

Callminer

APRIL 21, 2020

Build a diverse team. If you are looking for team members who are all the same, then the company won’t grow. Sometimes the DevOps team will have a great idea for the graphic design team – you never know. Your team has to know you as a person, not just a supervisor. Empower a flexible work environment.

Call Center 182

Call Center Management Scripts Coaching 182

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. Getting customers to make a purchase is an ongoing challenge for every marketing team. What is Customer Satisfaction? Did you know? Why Should You Measure Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. Setting clear expectations is essential here: customers need to know what companies’ operating hours are and when customer service teams are available.

Customer Service 166

Customer Service Accountability Self service Customer Support 166

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. The customer satisfaction survey is the most direct feedback system for supervisors to review. Office hours also allow agents to speak more freely than in a regimented one-on-one or team meeting.

Feedback 120

Feedback Quality management Metrics Surveys 120

ProProfs Blog

AUGUST 19, 2020

Therefore, if your business is in the process of developing some astounding customer service policies, this blog will offer the help you need. Question 2: What days and hours do support operate? . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. Walt Disney.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Management 273

Management Customer Experience Customer Service Coaching 273

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

Nicereply

MARCH 23, 2021

Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141