Genroe

JULY 27, 2022

This case study outlines the 5 steps Financial Services player AccessPay used to increase their NPS from 15 to 50 in just two years. The post [Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Feedback Marketing 52

Interaction Metrics

DECEMBER 10, 2018

Can you give us some feedback? We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. Do you have time for a survey?

Feedback 54

Feedback Surveys Metrics 54

Genroe

NOVEMBER 29, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 30 November 2021 – NPS Case study + Customer Journey Ownership appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly. Design is how it works.”—

B2B 52

B2B Feedback Marketing Customer Experience 52

Genroe

JULY 26, 2022

The post [Case Study] Net Promoter Score®: How Much and How Fast You Can Improve appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Real world data from companies that show how much and how quickly they were able to improve their Net Promoter Score.

B2B 52

B2B Feedback Marketing Benchmark 52

ShepHyken

MAY 8, 2020

He shares insight on gaining and interpreting customer feedback. Customer feedback is a gift. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. But making customer experience changes based on customer feedback isn’t always wise, as you’ll see in this article.

Feedback 167

Feedback Customer Experience Marketing Technology 167

Genroe

JULY 2, 2018

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 66

Surveys Feedback Personalization Best practices 66

AskNicely

OCTOBER 29, 2018

How often does anyone take the time to give feedback on a comment card? Feedback was so sporadic, they felt blind to the member experience, and powerless to make changes before members left them. That’s when they realized: the best way to get feedback from members was simply to ask them. Is there even a way to tell them?

Feedback 60

Feedback Surveys 60

AskNicely

NOVEMBER 20, 2018

Getting feedback straight to the front line. A key requirement for their success is to get customer feedback into the right hands at the right time. With so many transactions, the constant stream of feedback could easily become overwhelming. That’s 22 million opportunities to get the customer experience right — or wrong.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

inSided

DECEMBER 6, 2022

Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback.

Best practices 52

Best practices Feedback Technology 52

customer sure

MAY 30, 2023

The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further. They are actively investing in their customer feedback programme in a strategic move to drive growth in the emerging Underfloor Heating market.

Feedback 62

Feedback Calibration Benchmark Engineering 62

Genroe

JULY 2, 2018

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 40

Surveys Feedback Personalization Best practices 40

ShepHyken

MAY 9, 2023

The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience. can give you so much more context and rich feedback. Survey and ask for feedback from different audiences.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

CallSource Insights

NOVEMBER 16, 2018

“Having CallSource provide coaching eliminated feedback being taken personally. Since it’s a third-party critique with focus on skill improvement, our CCS’s embrace and apply the feedback to continuously develop their skillset as professionals. It’s been a contribution to the growth of our call center.”

Coaching 56

Coaching Advertising Scripts Call Center 56

Maru Group

MAY 28, 2019

For too often, brands have been focused on on-the-day feedback. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. The post Case Study; What Implicitly Drives a Brilliant Customer Experience appeared first on Maru/Matchbox. Measuring implicit customer reaction.

Customer Experience 40

Customer Experience Feedback Accountability Marketing 40

Maru Group

MAY 28, 2019

For too often, brands have been focused on on-the-day feedback. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. The post Case Study; What Implicitly Drives a Brilliant Customer Experience appeared first on Maru/Matchbox. Measuring implicit customer reaction.

Customer Experience 40

Customer Experience Feedback Accountability Marketing 40

Maru Group

MAY 28, 2019

For too often, brands have been focused on on-the-day feedback. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. The post Case study; what implicitly drives a brilliant customer experience appeared first on Maru/Matchbox UK. Measuring implicit customer reaction.

Customer Experience 40

Customer Experience Feedback Accountability Marketing 40

customer sure

FEBRUARY 1, 2023

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. Speaking of Marmalade’s commitment to understanding and utilising customer feedback, our CEO Guy Letts said: “ Marmalade Insurance is a great example of a customer feedback process done right.

Feedback 62

Feedback Morale Metrics Customer Experience 62

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Global Response

FEBRUARY 26, 2024

Integrate technology to easily collect customer feedback through surveys, feedback forms, and social listening tools. Use this feedback to regularly improve your service and product offerings. Encourage feedback and ideas : Create channels for employees to voice their feedback and ideas on improving customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 88

Feedback Surveys Analytics Coaching 88

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage. Get the Case Study.

Feedback 60

Feedback SaaS Sales Management 60

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment.

Feedback 83

Feedback Surveys Customer Experience Management 83

delighted

OCTOBER 22, 2019

Because Bonobos targets working male professionals, Andy and his team needed a survey methodology that’s simple to deliver yet collects the feedback required to make impactful business decisions. Before using NPS, Glassdoor only collected feedback from users reporting bugs or website issues. But it actually goes up to our board.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Genroe

JULY 20, 2017

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

Best practices 40

Best practices Feedback 40

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it.

Feedback 81

Feedback Surveys Technical Support Analytics 81

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Like any other field, the world is divided on the efficacy of case studies.

SaaS 10

SaaS B2B Feedback Education 10

Infinity

OCTOBER 15, 2019

And if you receive calls to make bookings, enquiries, or sales over the phone then there is still time to implement a highly efficient feedback loop to optimise the performance of your PPC campaigns. Read the case study here. You can always make that work harder for you. What could you do next?

Feedback 69

Feedback Analytics Sales Marketing 69

AskNicely

FEBRUARY 21, 2018

As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Customer Feedback in the Age of the GDPR. You must disclose the purposes for which you are processing customer feedback data. A Super Brief Primer on the GDPR.

Feedback 60

Feedback Banking SaaS Education 60

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

CCNG

AUGUST 9, 2023

By generating realistic customer interactions and evaluating agent responses, generative AI can help identify areas of improvement and provide actionable feedback for agents, ultimately leading to improved customer support and satisfaction. Take that transcription and have generative AI create a case study, or story from that conversation.

Contact Center 195

Contact Center Chatbots Education Technology 195

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Feedback 83

Feedback Banking Chatbots Automotive 83

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Received positive feedback from the client and their members immediately upon launch. Get your Case Study Download today for more details. Launched on-time despite major challenges of the pandemic.

Customer Care 62

Customer Care outsourcing Government Coaching 62

Interaction Metrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. Our next B2B Customer Experience roundtable on June 27 will cover an AI Case Study with special guests Leslie Pagel and Lynn Dumas. In research, it’s the norm.

Surveys 62

Surveys B2B Feedback Customer centricity 62

TechSee

APRIL 24, 2023

Once again, collecting agent feedback is a critical tool for understanding where and why some agents are showing strong adoption whereas others are lagging. Inviting this feedback will similarly demonstrate a continuous learning and improvement mindset to your middle management and agents. How did you demonstrate continuous learning?).

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it.

Feedback 40

Feedback Surveys Technical Support Analytics 40

ShepHyken

AUGUST 16, 2021

It’s become the preferred way to ask questions, relay information, and receive feedback. TopRank Marketing) Take a look at 10 forthcoming or recently published books that offer an array of fascinating tactics, tips, case studies, and other insight from some of the industry’s top business marketers and subject matter experts.

Customer Service 222

Customer Service Technology Marketing Contact Center 222