ProProfs Blog

MARCH 6, 2020

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . Which survey to use? When to use it?

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

ProProfs Blog

JANUARY 18, 2022

Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Because market trends change with the change in opinions and preferences of your customer base. Why do you buy from the [brand name]?

Marketing 145

Marketing Surveys Feedback Education 145

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Becky Beach. themombeach.

Management 273

Management Customer Experience Customer Service Coaching 273

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….

Surveys 52

Surveys Best practices Customer effort Metrics 52

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

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

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Nicereply

OCTOBER 12, 2022

Email communication is one of the most effective ways how to talk to your customers. With over 95% of customer service teams using email and 98% of customers using email for customer service, having the right tools for the job of email communication is critical to keeping customers happy.

Best practices 52

Best practices Surveys Government Customer Support 52

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 ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . What does it really mean? Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. CX shouldn’t ever be measured by one metric alone. Can CSAT improve customer experience? .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

ProProfs Blog

APRIL 28, 2020

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. Attracting more business and loyal customers. Customer Effort Score (CES).

Customer Service 140

Customer Service Metrics Education Customer effort 140

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But one should stand strong among all the others: to keep on learning. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. Books on communication 1. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Nicereply

JULY 11, 2022

Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience. Ashley Sachs , Director of Customer Success at Sealed believes the key to that is cross-functional relationships and empathy. Do those exist?

SaaS 98

SaaS Marketing Technology Surveys 98

Callminer

APRIL 21, 2020

Employees are different, based on their unique work and life experiences. If you are looking for team members who are all the same, then the company won’t grow. Dylan is the Head of Growth Marketing at Netomi , a Conversational AI for Customer Service company. Build a diverse team. Embrace failure. netomi_official.

Call Center 182

Call Center Management Scripts Coaching 182

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . When everything is going so well, it feels like the last thing you want to do is change it. The Importance of Scaling Customer Support. It’s not always easy though.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

customer sure

NOVEMBER 6, 2022

Just to be clear, I do find most reviews helpful. When looking at products or services online, from items on Amazon or restaurants on Tripadvisor, reviews can be extremely useful in helping you make an informed decision, hearing from other customers what they thought and experienced. Reviews have a place.

Customer Experience 54

Customer Experience Feedback Surveys Customer centricity 54

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. Interview Date: July 18, 2020.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ProProfs Blog

MARCH 27, 2019

The hardest part of creating a customer satisfaction survey isn’t getting your customers to take the survey. Many customers would be willing to attempt any survey you present in front of them. However, whether they’ll complete the survey or leave it midway is something you can’t be sure of.

Best practices 84

Best practices Surveys Personalization Customer Support 84

Hello Customer

APRIL 5, 2023

Sometimes you really love a brand, but they make it impossible for you to do business with them. Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. So you leave and you move on.

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. Well, if you’re Aruba, you go digital. We didn’t use any special tool.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component.

Morale 68

Morale Surveys Metrics Customer effort 68

Nicereply

MAY 26, 2020

Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. Work with data team on CSAT analysis trends. A strong work ethic, teamwork, flexibility are all examples of soft skills.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

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. It comes from knowing what that score really means to your organization and learning how you can continue to improve your customer’s experience.

Surveys 98

Surveys CRM Upselling Analytics 98

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many others just like you, found C3Centricity for the first time this year.

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

Global Response

MARCH 27, 2023

Customer service matters—a lot. Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

GetFeedback

AUGUST 16, 2018

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. Customer Happiness Metrics.

Metrics 79

Metrics Customer Service Surveys Self service 79

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. Timing matters.

Feedback 79

Feedback Surveys Airlines Benchmark 79

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. And we’ve all tried to follow their footsteps. But rather than following them, why not see what really worked for them? You record and understand customer pain-points better.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Callminer

AUGUST 6, 2019

Most call center software solutions fall under one of these common types. Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). Service is a big part. “As Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. One of the most important aspects of a call center is that phone traffic flows correctly…”. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Nicereply

AUGUST 12, 2019

In fact, most times when people are considering their NPS and how to shift it, they fail to consider the middle users at all, choosing to focus on unhappy detractors as the main target for their efforts. Before we put the cart before the horse, let’s break down what NPS is and why it’s important. But, that’s important, right?

Surveys 83

Surveys Benchmark Advertising SaaS 83

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. Well, if you’re Aruba, you go digital. We didn’t use any special tool.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84