Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And make the survey as short as possible - 3 minutes maximum! Here they are!

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. Reduce second-time calls with better FCR. Measurement is key.

Call Center 196

Call Center Self service Gamification Contact Center 196

Beyond Philosophy

DECEMBER 22, 2023

21:44 Mead explains how to implement an AI strategy for the organization that is cohesive and drives the goals of your entire company rather than one siloed department. Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. How can we help?

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

DECEMBER 8, 2023

We also talk about how to develop strategies that nurture genuine customer loyalty. ’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.

Airlines 221

Airlines Consulting Consulting Education 221

Beyond Philosophy

JUNE 18, 2022

Customer research is an essential part of any organization’s customer strategy. However, it requires more than emailing a customer survey out over seven years or so. 05:04 We share the first rule, Define the right method , and discuss why survey answers are not always the best way to understand why customers do what they do.

Consulting 221

Consulting Consulting Surveys Metrics 221

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. What the heck do those mean? Here’s an example.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

ProProfs Blog

OCTOBER 23, 2020

When was the last time you created a survey but had second thoughts regarding the inclusion of demographic questions? Even if the survey promises to keep it anonymous, we still have our inhibitions. A demographic survey question is all about getting that sensitive personal information to understand your customer base.

Surveys 151

Surveys Transportation Education Marketing 151

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio.

Metrics 382

Metrics Customer Service Consulting Consulting 382

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

JULY 23, 2022

I wouldn’t watch it because this show was victim of outdated broadcast content strategy in a streaming-dominated world of television. However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. Complete this short survey.

Consulting 243

Consulting Consulting Customer Experience Surveys 243

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Beyond Philosophy

MAY 25, 2022

If you don’t have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy. Complete this short survey. appeared first on CX Consulting. This episode is sponsored by Calabrio. Please tell us how we are doing!

Contact Center 370

Contact Center Consulting Consulting Coaching 370

ShepHyken

APRIL 30, 2024

For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. Siegel+Gale is a consulting firm that specializes in making brands simple. They’ve complicated their message.

Entertainment 234

Entertainment Consulting Consulting Surveys 234

Beyond Philosophy

DECEMBER 11, 2021

However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition. 07:06 We explain why adopting best practices and following the leaders in the marketplace is not a great long-term strategy. Complete this short survey.

Best practices 273

Best practices Consulting Consulting Surveys 273

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. Outbound Communication Some also make outbound communication such as: Making sales calls Following up on customer inquiries Conducting surveys Providing proactive support 3.

Best practices 52

Best practices Call Center Omni-channel support Management 52

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 348

Interactive Voice Response Customer centricity Consulting Consulting 348

Interaction Metrics

MAY 16, 2024

Our methods include workshops, customer service evaluations, and a wide range of surveys. Sometimes, clients come to us saying they only need two-question Net Promoter Surveys, which could be true. Often, it is only through customers’ text that we can uncover areas of concern that were not covered in the survey.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. No bad surveys.

Surveys 71

Surveys Consulting Consulting Analytics 71

Beyond Philosophy

NOVEMBER 5, 2022

Chance shares with us why she wrote the book, some constructive criticism for the Customer Experience movement, suggestions for a winning strategy, and step-by-step instructions for how to gain support for your ideas. While she rejected the title, she doesn’t reject the premise and hopes that she can do some good with her strategies.

Construction 221

Construction Consulting Consulting Customer Experience 221

ProProfs Blog

APRIL 16, 2020

With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. SEMrush survey shows that only 9% of businesses are fully satisfied with their strategy, which reveals the necessity of improvement in this.

Surveys 78

Surveys Marketing Feedback Consulting 78

Beyond Philosophy

MARCH 27, 2021

In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Faure-Field and his team at Equal Strategy addressed this problem in a Singapore Casino by developing a fragrance that cut through the smell of tobacco, and everyone won—just not as much as the house. Complete this short survey.

Transportation 369

Transportation Consulting Consulting Call Center 369

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. The sample size is a term commonly used in market research that refers to the number of respondents to a survey. So, depending on what your study is for, it may not be the most advisable strategy.

Surveys 83

Surveys Feedback Consulting Consulting 83

GetFeedback

FEBRUARY 15, 2019

Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Luckily, it’s quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. . 7 pillars for successful customer experience strategies.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

Beyond Philosophy

JUNE 25, 2022

We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. However, they are all at work in this critical customer strategy concept. Complete this short survey. appeared first on CX Consulting. Spoiler alert: It doesn’t happen fast.

Construction 195

Construction Consulting Consulting Surveys 195

CSM Magazine

APRIL 6, 2023

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. First, an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing.

Benchmark 52

Benchmark Consulting Consulting Service level 52

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. We undertook this customer survey every year, and then ignored it—every year. Early wins help you build momentum, but it takes some strategy.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Beyond Philosophy

JANUARY 1, 2022

She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. Complete this short survey. Is This True?

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

JUNE 5, 2021

Pricing strategy on its face doesn’t seem complicated. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. There are other variables that can affect your pricing strategy success, and understanding them will help you find that sweet spot faster. How can we help?

Consulting 221

Consulting Consulting Metrics Surveys 221

Beyond Philosophy

AUGUST 13, 2022

27:50 We share the practical applications we see for personality exploration in customer experience, customer strategy, and personal self-discovery. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Personalization 221

Personalization Consulting Consulting Surveys 221

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

SEPTEMBER 17, 2022

Memory is crucial to customer strategy. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Memory Mini series 1/3) appeared first on CX Consulting. Please tell us how we are doing! Follow Colin on LinkedIn and Twitter.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Send Your Survey Via Email. Send Your Survey Through Text.

Surveys 78

Surveys Feedback SaaS B2B 78

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Strategies. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. If some strategies need an explanation, illustrate them in a process infographic like the one.

Customer Service 360

Customer Service Chatbots Education Feedback 360

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Complete this short survey. Spoiler alert: it means that everything is changing.

Personalization 195

Personalization Consulting Consulting Customer Experience 195