TeleDirect

APRIL 6, 2022

Check out a recent case study where we helped a California healthcare network effectively use questionnaires and other collateral to maintain patient satisfaction. Plus, we’ll assist with payment processing, surveys, patient enrollment & more! Medicare & Medicaid compliance.

Healthcare 62

Healthcare Call Center Business Process Outsourcing outsourcing 62

Hello Customer

FEBRUARY 6, 2020

Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. The 2 Question Surveys. A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score.

Marketing 88

Marketing Feedback Surveys Consulting 88

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. For example, if a Disney employee is caught leaning against the wall rather than standing straight, they will be marked down in the mystery shopping survey. The Secret of a Great Customer Experience—Apple Case Study.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

Beyond Philosophy

NOVEMBER 28, 2017

million total survey questions, with several million devoted to emotions and feelings related to experience. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. Where do you invest effort to achieve the best results?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Global Response

FEBRUARY 1, 2024

You can also read testimonials, case studies, and references from current and past clients to learn more about their quality of service. Customer Satisfaction (CSAT): Usually determined through post-call surveys, this measures how satisfied customers are with the service they received.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

AWS Machine Learning

MAY 23, 2023

A recent PwC CEO survey unveiled that 84% of Canadian CEOs agree that artificial intelligence (AI) will significantly change their business within the next 5 years, making this technology more critical than ever. We finish with a case study highlighting the benefits realize by a large AWS and PwC customer who implemented this solution.

Engineering 74

Engineering Government Calibration Scripts 74

TechSee

JUNE 11, 2019

Remote consultation: technicians requiring further support in the field can consult with a remotely located expert. The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for electronic brands and retailers as this 2019 TechSee survey reveals. Click here for the full report.

Technology 117

Technology Customer Service Self service Contact Center 117

TechSee

JULY 14, 2021

Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. Use Cases for Visual Assistance and Self Service. How can organizations select the right use case for their visual assistance? Donna Fluss: We know that self-service is a great use case.

Self service 207

Self service B2B Technology Engineering 207

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. There’s a recent study in the automotive sector that the more surveys your customers receive, the less they spend on your services.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Fonolo

JANUARY 11, 2022

The book includes case studies from Canadian Tire Financial Services, MedSolutions, and VSP Vision Care, to help managers learn strategies that bolster call center performance. Annette Franz is the founder and CEO of CX Journey Inc, a customer experience consulting firm, so she really knows her stuff.

Call Center 81

Call Center Marketing Management First call resolution 81

CSM Magazine

JUNE 22, 2023

The Importance of Datasets in Customer Service Strategies Improving Customer Experience According to a survey by NewVoiceMedia, 44% of US customers switch to a competitor following a poor customer service experience. Consult with your data provider to resolve any compatibility issues. Look for any accomplishments within the industry.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

Inbenta

DECEMBER 14, 2021

check expiry dates, renew policies and products, and consult invoices. short surveys in the chatbox (or sent via email). Case studies. Case study 1: AG2R. Case study 2: DKV. inquire about missing insurance payments and report errors. text field for comments at the end of the conversation.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

ChurnZero

APRIL 13, 2021

Drive customer advocacy in the form of reference, referrals, and case studies. Responsibilities: Own data and analytics for all things related to the customer including segmentation, renewal forecasting, account health, adoption, NPS and other customer surveys. Customer Success Operations Manager.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Influitive

OCTOBER 11, 2015

“Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. That’s because loyal customers are more likely to buy again, and buy more than before. “We

B2B 111

B2B Marketing Best practices Feedback 111

JustCall

APRIL 5, 2023

This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Another survey by Zendesk claims that 69% of consumers first try to resolve their issue independently. They could also include customer experience of the purchasing process and any consultation, feedback, and troubleshooting.

Management 52

Management CRM Analytics Customer retention 52

CustomerSuccessBox

MAY 18, 2022

If you’ve wondered which company started a specialty consulting business operations focused on customer success, CSM practice might just be the market leader. Suggested resources: 10 Ways to Listen to Customers Without Surveys (cxaccelerator.com). CSM Practice. The company offers solutions to other tech companies in the software realm.

SaaS 52

SaaS Upselling Education Customer retention 52

Customer Relationship Metrics

MAY 12, 2017

In review of the case study below, you may see your center and further understand the reason for constant scrutiny. But, that is not usually the case and it’s not very surprising when you think about an effective external quality monitoring (eQM) program that uses a post-call survey. And see the path to ending it.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

Vcaretec

JULY 18, 2023

Consult with your influencers before contacting anyone contact center vendor. Outbound sales and telemarketing: Making outbound calls to promote products or services, generate leads, conduct surveys, or follow up on sales prospects. Consider their track record, client testimonials, and case studies.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

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 also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard. Introduction.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Vonage

SEPTEMBER 25, 2015

As we’ve expanded to new countries in Europe, North America and Australasia, we’ve been able to add new country telephone numbers, and new consultants in minutes. Each week we send out over 300 satisfaction surveys to gather feedback on our customers’ experience and our products.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Celebrate (and Capitalize) on Success With Case Studies. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Kayako

MAY 11, 2017

Consult company-specific case studies and product reviews, as well as industry-wide data and statistics collected by third-party companies. Get feedback from your customers via post-purchase surveys , you can get a feel for how well your product or service meets or exceeds your current customers’ expectations.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

PeopleMetrics

JANUARY 14, 2015

For this step, we conduct Wows and Woes studies to help our clients segment customers, determine their pain points, and reveal what they (and their competition) deliver in their experience that addresses or adds to that pain. You can collect customer feedback in any number of ways, including surveys, interviews, or focus groups.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

ClearAction

DECEMBER 16, 2017

And survey results and process improvement status updates on the company’s intranet site provide essential reference material for product managers and designers to integrate into key initiatives and offerings. The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

Answer Dash

OCTOBER 15, 2018

Customer stories and case studies are particularly effective at communicating how products and services solve actual problems in the marketplace. Little’s e-business consulting group. One of the things we heard repeatedly was the value of offering insight into how customers experience and use products.

B2B 76

B2B Marketing Customer Experience Benchmark 76

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ProProfs Blog

JUNE 30, 2020

I include case studies of role-model companies that will inspire any organization to kick-start its own revolution… an amazement revolution!”. It is a step-by-step guide that helps you understand how customer satisfaction management surveys can be implemented to get insights into factors that drive a business’s loyalty.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Nicereply

JUNE 20, 2019

This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 ” Furthermore, Tiffani Bova , a Salesforce Customer Increase Evangelist cited Uber as a case study: “People prefer to wait for Uber cabs while staring at other taxis drive pass them.”

Marketing 77

Marketing Chatbots B2C Self service 77

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same. Note: we really (read: REALLY!!!)

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.). testimonials, case studies).

Upselling 19

Upselling Best practices Accountability Sales 19

Beyond Philosophy

OCTOBER 11, 2019

For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. If you want to read more about RICOH Canada, please download our White Paper Case Study on their performance.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

SmartKarrot

JULY 19, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers. Define and implement standards/procedures for ensuring the optimal customer experience.

Consulting 10

Consulting Consulting Customer advocacy Education 10

Amity

JANUARY 13, 2016

Survey them. Survey them -- via email or after a customer service call. Survey them -- via email or after a customer service call. "Measure customer satisfaction by creating a short, three to four question survey," says Jennifer Martin, a business coach at Zest Business Consulting.

Benchmark 48

Benchmark SaaS Surveys Metrics 48