ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. Customer Satisfaction Score (CSAT). The simplest and the most direct, CSAT surveys are considered key business performance indicators when it comes to measuring customer satisfaction. ” are questions you will typically see on a CSAT survey. How can you measure customer satisfaction?

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Nicereply

JUNE 18, 2020

You can use it to survey your customers via email survey after you resolve their support ticket. Alternatively, you can choose a dedicated tool to geta access to a wider array of options and customizations, like different scales, placing surveys inside of conversation emails, and branding the survey. Moving past CSAT.

Metrics 86

Metrics Surveys Customer effort Education 86

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. So, what’s a company to do to earn an even better CSAT score? Back to the question about what a company should do to ensure even better CSAT scores. The score is solid. out of 100.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Nicereply

MAY 21, 2020

Survey response rate. One of the best ways to do that is to calculate your survey response rate. To do this just divide your number of responses by the number of surveys sent. Improving CSAT surveys via customization. Customizing Zendesk’s default CSAT survey.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

delighted

DECEMBER 14, 2021

And while customers may drop out, they might also cycle back in at some point in the future. This can happen in a variety of ways, including reading an article or blog post about you, seeing you mentioned on social media, catching an ad or commercial online or on TV, hearing a friend recommend your products or services, and so on.

Surveys 99

Surveys Feedback Customer retention Customer effort 99

GetFeedback

OCTOBER 27, 2019

Measuring your Customer Satisfaction Score (CSAT). This is where tools like CSAT surveys come into play. It’s very popular because it’s easy to send, and easy to interpret the responses, since it’s only a one question survey. . Defining customer satisfaction is not easy. Think about gyms. Defining customer satisfaction.

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Surveys Metrics Feedback Customer effort 76

aircall

FEBRUARY 19, 2021

CSAT is a term that’s used frequently in marketing. With all the work that goes into product development, manufacturing, and marketing, customer success often comes down to the results of a CSAT score. What Is a CSAT (Customer Satisfaction Score)? What is a CSAT score? CSAT refers to customer satisfaction score.

Surveys 62

Surveys Benchmark Best practices Construction 62

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Furthermore, customers remember their good and bad experiences with brands. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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. 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.

Average Handle Time 52

Average Handle Time Customer retention Metrics outsourcing 52

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

Nicereply

OCTOBER 9, 2023

Customer satisfaction score (CSAT) 2. Customer success metrics are essential to the growth of every SaaS company. With the increasing amount of intuitive software programs providing detailed data analytics to businesses, it’s no wonder that data-driven decision-making is now commonplace across almost all industries. Customer churn rate 4.

SaaS 52

SaaS Metrics Customer retention Surveys 52

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight.

Call Center 62

Call Center Management Airlines outsourcing 62

Eptica

APRIL 15, 2020

Traditional quantitative customer satisfaction measurements such as NPS and CSAT have always been only able to provide part of the insight picture. Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses.

Surveys 95

Surveys Best practices Analytics Feedback 95

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for.

Analytics 83

Analytics Feedback Metrics Surveys 83

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. Whichever product did the job better, would win. .

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Nicereply

MAY 9, 2019

Especially since feedback can come through many channels: email, NPS surveys, CSAT surveys, reviews, and more. Especially since feedback can come through many channels: email, NPS surveys, CSAT surveys, reviews, and more. It lets customers know you’re open to future feedback, too. Organize it.

Feedback 81

Feedback Surveys Customer Service 81

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on.

Feedback 78

Feedback Surveys Customer retention Metrics 78

Lumoa

FEBRUARY 2, 2023

We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Let’s get started.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Fonolo

JULY 5, 2023

We’ve probably all experienced something like this: an encounter with an employee that was so negative that it makes us decide to take our business elsewhere in future. Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 83

Analytics Customer Experience Management Surveys 83

GetFeedback

MAY 9, 2019

Quickly resolving a customer issue can actually result in increased brand loyalty and more spend on future purchases. Shayla Auer, Alumni Relations Coordinator at CEA Abroad, says: GetFeedback Actions allows me to instantly see when a CEA alum has completed a survey through email alerts. Including, but not limited to: Low CSAT Score.

Surveys 68

Surveys Feedback Accountability Customer Experience 68

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? The audience had a ton of great questions that we couldn’t let go unanswered. You can read part one of our Q&A recap here. Dave Kellogg answers your Customer Success and Saas metrics questions part two.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Quiq

MARCH 10, 2022

Share This Story You’ve learned about the benefits of customer surveys. Maybe you even read our blog post 3 Key Metrics to Go After in 2022 and took it to heart.) You decided which surveys are right for your company, put together a few different types, and placed them throughout your customer journey…. And you got crickets.

Surveys 52

Surveys Best practices Customer effort Metrics 52

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Subscribe to future Conversation Excellence Lab reports. Get a Copy of the Report in Your Inbox.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Nicereply

NOVEMBER 23, 2023

Feedback is Gold: In a survey by Microsoft, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Quotes can be powerful reminders. They’re short, impactful, and can quickly bring us back to what’s important. So, how can we keep this critical aspect front and center?

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

OctopusTech

MAY 8, 2021

d) Keeping a high CSAT rate during high-demand seasons. d) Keeping a high CSAT rate during high-demand seasons. Here’re some key points that will help to prepare a customer support solution for peak seasons to ensure cutting edge performance: 1) Plan for The Future. a) Cash flow management. a) Cash flow management.

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outsourcing Customer Support Multichannel Chatbots 118

Nicereply

MAY 18, 2022

Questionnaires and surveys will ensure you get the feedback of people interested in your product rather than random people. But how to do it? To optimize your store’s customer experience effectively, you need to get into the consumer’s mindset with a customer journey map. What is a Customer Journey Map? Define Clear Goals.

Journey mapping 104

Journey mapping Analytics Feedback Surveys 104

Totango

DECEMBER 21, 2021

Inviting customers to add your email address to their contact list so future messages don’t get flagged as spam. Building out customer success manager automation depends on the effective use of email and in-app messaging. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

Management 105

Management Best practices Upselling Accountability 105

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Let me share some of the reasons Webex Contact Center received this recognition. Cloud Agility. It’s powered by the public cloud, making it highly scalable, flexible, secure, and agile.

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Contact Center Technology contact center solutions Virtual Agent 124

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. NPS surveys ask, How likely are you to recommend us? Our best customers are the ones who stay with us. The bad and the ugly of high churn.

Journey mapping 98

Journey mapping Surveys Banking Sales 98

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Here are four steps to get you started. Define what customer health looks like for your business.

Metrics 94

Metrics B2B Education Accountability 94

Toister Performance Solutions

NOVEMBER 19, 2019

Customer service surveys are too long. Many people abandon the survey. I'm going to show you an easy way to dramatically shorten your customer service survey. I'm going to show you an easy way to dramatically shorten your customer service survey. What is the purpose of a customer service survey?

Surveys 72

Surveys Feedback Coaching Customer effort 72

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). This blog is Part One of a two-part series that aims to demystify these four components. Scheduling picks up right where forecasting left off.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59