ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

24-7 InTouch

DECEMBER 9, 2024

Without the right tools to analyze consumer feedback , identifying the root causes of dissatisfaction becomes difficult, resulting in subpar service and customer experiences. This tool is designed to capture overlooked feedback, which is crucial for improving our services.

Abandon rate 52

Abandon rate Average Handle Time Analytics Feedback 52

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

24-7 InTouch

NOVEMBER 11, 2024

We received positive feedback from previously unhappy agents who now love the ease and efficiency of their job after using Sidd Pro. The post Case Study: AI-Driven Strategies to Cut Seasonal Ramp Time appeared first on IntouchCX. Also, the generated responses were perfect!“

First call resolution 52

First call resolution Morale Consulting Consulting 52

BlueOcean

NOVEMBER 11, 2024

We recognize that change can be difficult, so we have made a point to focus on the people-side of the change, hearing their voices and gathering actionable feedback. Let’s talk today The post Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study appeared first on Blue Ocean.

Contact Center 62

Contact Center Enterprise Engineering Feedback 62

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 254

Customer Service Technology Marketing Contact Center 254

Genroe

JUNE 26, 2023

The post [Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Customer Experience 52

Customer Experience B2B Feedback Marketing 52

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

24-7 InTouch

AUGUST 28, 2024

Positive agent feedback , praising time savings and task simplification. The specialized escalation team now handles cases more efficiently, and performance continues to improve, showcasing the solution’s lasting impact. The post Case Study: AI-Enabled Fraud Checks for Optimal Efficiency appeared first on IntouchCX.

Average Handle Time 52

Average Handle Time Feedback Customer Service 52

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

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

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team.

Best practices 204

Best practices Customer Service SaaS Education 204

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

Feedback 90

Feedback Surveys Metrics Upselling 90

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” It’s about listening to customer feedback and actually implementing customer suggestions. It’s about sending them free gifts when least expected.

Airlines 281

Airlines Metrics Advertising Sales 281

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

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 78

Feedback Customer centricity Surveys Sales 78

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

JUNE 8, 2018

Multiple communications channels will make it easier for your customers: feedback buttons within products, tweeting, DM’s, the inevitable Facebook wall. Here’s an upbeat case study. Today’s customer support landscape is more than just email. In 2018 customer support spans so much more than help@yourcompany.com. Still not sure?

Customer Support 203

Customer Support Brand ambassadors Scripts Customer Care 203

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

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 Best practices 62

Totango

FEBRUARY 14, 2020

They can use case studies, testimonials, and other feedback provided by the CS team to boost reputability—positive customer reviews will always be more persuasive to new customers than anything that comes directly from your team. Identify candidates for case studies, testimonials, press releases and more.

Marketing 99

Marketing Enterprise Customer centricity Sales 99

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 78

Feedback Surveys Customer Experience Management 78

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

ProProfs Blog

JULY 30, 2021

In the next section, let’s delve into some brand perception examples by making use of case studies of well renowned brands. Brand Perception Case Studies. Further, you can share the catalogues with your friends and family to understand their feedback. Disney also gathers feedback on its movies and TV series.

Surveys 167

Surveys Marketing Analytics Feedback 167

TechSee

DECEMBER 10, 2019

A new resource has just been published, explaining how the technology powers Call Deflection through faster device identification, automatic issue recognition, smarter routing, enhanced self-service capabilities and feedback and correction capabilities.

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

360Connext

OCTOBER 26, 2017

The best CX leaders collect consistent feedback. Compelling case studies about how it was used make it seem attainable. Then comes another case study about one company’s success using C-Sat exclusively… So the same leader wants all the language and reports to reflect C-Sat instead!

Education 118

Education Customer centricity Metrics Customer Experience 118

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

delighted

SEPTEMBER 21, 2023

Testimonials detail the positive aspects of your brand in the form of written reviews, case studies, social media posts, or videos to increase your trustworthiness to new customers. Social media testimonials Ask customers to leave feedback on your social platforms after they’ve purchased a product or service.

Surveys 86

Surveys Best practices Feedback Marketing 86

ClientSuccess

JANUARY 25, 2021

Case Studies. Case studies are one of the most common types of customer marketing initiatives, but there are a few things to remember before passing a customer contact over to marketing. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

VirtualPBX

JUNE 9, 2020

This strategy should also include how you’ll respond to positive reviews and address negative feedback. Showcase Case Studies. Case studies are an excellent form of customer proof. For decision-makers, a case study provides quantifiable evidence of how your product or service has helped similar businesses.

B2B 87

B2B Marketing Feedback Customer Service 87

ShepHyken

NOVEMBER 28, 2022

This article is a case study of how Murphy Door created a digital support experience using BILT, a customer service solution that delivers 3D interactive instructions and tutorials that give customers the information they need and reduces overall customer support costs. My Comment: A frictionless experience is not only for customers.

Customer Service 34

Customer Service Contact Center outsourcing Customer centricity 34

ClientSuccess

MARCH 8, 2021

It makes sense, then, that marketing would be so keen to gather customer stories and feedback about the value they’re experiencing with your product. to an extended case study or video. Above all, the customer testimonial stands above the rest.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

Hello Customer

FEBRUARY 6, 2020

Before Hello Customer, they didn't ask for any feedback. I love the simplicity of having just the scale and one open feedback question. People are willing and motivated to fill it in and it reflects in our response rate and the quality of the feedback. We can really get to work with the feedback we're given." The result?

Marketing 88

Marketing Feedback Surveys Consulting 88

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. Elicit frequent feedback. Showcase client case studies. Elicit Frequent Feedback. Customer feedback helps you verify that your customer success strategy is having the desired effect on your client relationships. Showcase Client Case Studies.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. "Your feedback is more important than ever." Is now: “Your feedback is more important than ever.” All good and necessary. The Substitution Game.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

PeopleMetrics

FEBRUARY 26, 2018

Relationship surveys , however, should be designed to gauge loyalty and solicit direct feedback from customers who not only bought your solution, but from customers who use your solution as well. If you aren’t getting their feedback, you are sticking your head in the sand. We love these guys!". Don't be like this guy.

SaaS 96

SaaS Feedback Surveys B2B 96