ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

Surveys 147

Surveys Education Feedback Marketing 147

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Trends versus Reality – Successful Companies Show How to Lead the Way. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

ShepHyken

APRIL 13, 2018

CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. The reasons are obvious: surveys help your business understand the emotional and psychological factors that drive customer behavior and affect your metrics. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. This post examines two leading AX trends for contact center leaders to focus on. The post Top Agent Experience (AX) Trends of 2023 appeared first on Upstream Works.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

ShepHyken

SEPTEMBER 28, 2018

Career pathing has become increasingly important in reversing the trend of lacking engagement, but many organizations struggle with how to give employees the tools they need for designing, implementing and monitoring career trajectories. Making these feedback options available on mobile devices is helpful, as is keeping answers anonymous.

Employee engagement 268

Employee engagement Education Analytics Technology 268

ShepHyken

JUNE 15, 2018

But how exactly does one get onboard with this trend? These chatbots find use cases with companies in the form of inbound funneling, requesting standard customer details to be filled out, or even gather feedback via a survey. These numbers are staggering.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. The post Guest Blog: Breaking Out of Your Customer Experience Comfort Zone appeared first on Shep Hyken. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ProProfs Blog

DECEMBER 30, 2021

Market Research Surveys enable businesses to go above and beyond before introducing a new concept into the market. Successful businesses utilize market research surveys to keep up with the market trends. You may now be tempted to learn more about market research surveys… You should be! What is a Market Research Survey?

Surveys 78

Surveys Marketing Education Feedback 78

ShepHyken

JULY 12, 2019

This is demonstrated by the fact that almost half of the business executives that McKinsey surveyed reported that their companies have embedded at least one AI capability in their business already – e.g. customer service. Infusion of new technologies is critical, and this is where machine learning and AI prove their value.

Customer Experience 270

Customer Experience Technology Enterprise Analytics 270

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This was 10 percentage points higher as compared to a similar survey conducted in 2011. Shep Hyken.

Surveys 214

Surveys Accountability Management Customer Service 214

ShepHyken

JANUARY 5, 2018

Text messaging is starting to become a popular channel for businesses to support customers as texting as consumer trends show that 81% of Americans text regularly and over 6 billion text messages are sent every day. The post Guest Blog: Instant Customer Service – Just Add Text Message appeared first on Shep Hyken. The takeaway.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. The post Guest Blog: 4 Strategies For Encouraging Internal Collaboration appeared first on Shep Hyken. Shep Hyken.

Surveys 208

Surveys Feedback Customer Service Management 208

Anexa BPO

SEPTEMBER 6, 2023

There are several types of employee surveys that can provide insight into the employee condition and elicit accurate responses. At its core, an employee survey is a structured questionnaire distributed among team members to gain insights into their relationship with the organization.

Employee engagement 52

Employee engagement Surveys Business Process Outsourcing Technical Support 52

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Survey data provides context to all the decisions and sentiments of the customers. Must Read: What is Survey Fatigue & How to Avoid Them.

Surveys 122

Surveys Upselling Employee engagement Sales 122

GetFeedback

MAY 8, 2019

Given its significance, we conducted a global study to identify the latest customer service trends and best practices. Specifically, we looked at key industry trends for curating and optimizing customer feedback. The 5 customer service trends and best practices that caught our attention . This article recaps our findings.

Best practices 107

Best practices Customer Service Surveys Feedback 107

Comm100

JUNE 15, 2022

For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits. It cannot be overplayed how effective a well-constructed survey can be to gauge how content your customers are. Conduct surveys and collect data.

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. A recent survey by PwC found that 86% of buyers are ready to pay more for better customer experience. With some trends changing year after year, it can be hard to know what to focus on for the upcoming year. . Every company’s customer experience is crucial.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CSM Practice

MAY 13, 2020

CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Last week, we amplified the survey with a focus on “Return to Work” plans and expectations. READ our Customer Success BLOG.

SaaS 83

SaaS Surveys Management 83

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. Situation : A top goal for 2018 is hiring key talent.

Airlines 205

Airlines Morale Benchmark Marketing 205

Toister Performance Solutions

JANUARY 23, 2018

The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard. The survey was doing nothing to help the company improve customer experience or service. That's great!"

Surveys 54

Surveys Wait times Management Customer Service 54

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. The post Guest Blog: Superior Customer Service Requires More Than Just ‘Checking the Boxes’ appeared first on Shep Hyken. Shep Hyken.

Customer Service 199

Customer Service Scripts Feedback Personalization 199

Anexa BPO

JANUARY 27, 2023

In this blog, we will discuss some of the essential customer service team stats that businesses should monitor to ensure their service is meeting customer expectations. This metric is usually measured through surveys or feedback forms that customers complete after interacting with customer service. Reach out to Anexa today.

Average Handle Time 52

Average Handle Time Customer retention Metrics outsourcing 52

Nicereply

JULY 7, 2020

Once you’ve been working with CSAT for a while though, you start noticing certain limitations, such as lack of control, customization, and variety in Zendesk’s CSAT surveys. The solution to this is to implement a 3rd party survey solution. How can you customize your surveys? Survey and Distribution options comparison.

Surveys 98

Surveys Feedback Metrics APIs 98

ShepHyken

JUNE 29, 2018

Of course, the most obvious way of collecting feedback is through customer surveys. Laura enjoys writing for business audiences and bringing them advice about the latest trends and new. The post Guest Blog: Struggling with Bad Customer Service? Top 4 Factors Your Business Needs to Investigate appeared first on Shep Hyken.

Customer Service 206

Customer Service Feedback Coaching Management 206

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. 70 per interaction.

Customer Service 85

Customer Service Chatbots Surveys Customer retention 85

Calabrio

NOVEMBER 25, 2020

In fact, technology is the driving force behind the biggest trends confronting contact centers today. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Summarize for quarterly and annual trend spotting and forecasting. I am reading articles every week about AI and find it’s impact fascinating.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

ProProfs Blog

DECEMBER 6, 2019

Customer feedback is not a new trend. What Is a Real-Time Feedback Survey? In simple words, the definition of a real-time feedback survey can be stated as the live review companies request the customers to give on their brand’s website or mobile app, immediately after they have used a product or service.

Feedback 124

Feedback Surveys Sales Benchmark 124

Nicereply

AUGUST 8, 2022

Your customer satisfaction survey can be a good source! So, how can brands that struggle with getting enough UGC, cash up on this trend? A customer satisfaction survey can be a good solution for brands to gain more UGC. A customer satisfaction survey can be a good solution for brands to gain more UGC.

Surveys 52

Surveys Customer advocacy Advertising Marketing 52

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

GetFeedback

JULY 19, 2018

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.

Surveys 96

Surveys Feedback Customer effort Customer Experience 96

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98