Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Of course, this is with good reason.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

Customer Experience 222

Customer Experience Consulting Consulting Surveys 222

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. Prior to this she held leadership roles at British Gas, Scottish Widows and Standard Life.

outsourcing 52

outsourcing Business Process Outsourcing Government Surveys 52

Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. Therefore, excluding this option impacts the sample size and skews the data itself.

Surveys 62

Surveys B2B Feedback Customer centricity 62

CCNG

NOVEMBER 9, 2022

Vendor solutions have evolved in breadth, specialty and versatility, offering more options than ever to maximize customer contact team efficiency, collaboration and productivity. ?3. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Construction Personalization Feedback 158

CSM Magazine

JANUARY 8, 2024

A Cautionary Tale The attack on our customer, a Fortune 500 company and S&P 500 member, shows that no organisation is immune to the growing threat of cyber-attacks. About the Author Rob Scutchings is Chief Technology Officer at Sabio Group. It found that it cost companies on average $1.82

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

ProProfs Blog

OCTOBER 30, 2021

In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. Source: UXPA.

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Surveys Best practices Construction Analytics 139

Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. Your feedback is important,” claimed the survey.

Surveys 62

Surveys Feedback Advertising Accountability 62

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Surveys 170

Surveys Enterprise Consulting Consulting 170

Balto

JANUARY 11, 2024

“Do you enjoy filling out customer service surveys?” ” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? Do you have to calibrate against actual customer surveys?

Surveys 52

Surveys Customer Service Contact center software Calibration 52

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ShepHyken

AUGUST 19, 2022

In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. A deeper dive into this finding reveals that agents most often deviate from their scripts because they want to improvise based on the customer’s needs.

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Scripts Customer Experience Employee engagement Best practices 196

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. This creates laughter and fun amongst the group. Employee surveys are a great way to get employee feedback and implement changes where possible. In some cases, employee's schedules can be a pain point.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. The “why?”

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Surveys Upselling Employee engagement Sales 122

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program. This one is non-negotiable.

Surveys 62

Surveys Benchmark Feedback Best practices 62

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.

Customer Service 142

Customer Service Surveys Customer Care Customer Experience 142

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. Nor did I anticipate that technology-based convenience drivers (mobile purchasing, touchless delivery, and curbside pick-up) would do far more than make customer’s lives easier. Michelli , Ph.D., Michelli , Ph.D.,

Customer Experience 179

Customer Experience Consulting Consulting Technology 179

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. What is Customer Feedback? Best Way to Gather Customer Feedback Data. Ask Them Directly.

Feedback 78

Feedback Surveys Customer retention Metrics 78

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

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Surveys B2C B2B Feedback 78

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Or, perhaps, there’s a “foodie” in the group. Maybe one is really into movies or music.

Surveys 83

Surveys Feedback Consulting Consulting 83

Interaction Metrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

Interaction Metrics

AUGUST 8, 2023

Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How

Surveys 62

Surveys Feedback Metrics Customer Experience 62

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Apply your branding to your survey.

Surveys 91

Surveys Feedback Best practices APIs 91

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week. CX doesn’t cost.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty. CX Quality Factors.

Customer Experience 71

Customer Experience Customer centricity Sales Metrics 71

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, here we bring all answers to your queries in this comprehensive blog post on text surveys.

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Surveys Real estate Feedback Customer retention 98

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

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Surveys Feedback Employee engagement Best practices 109

ChurnZero

NOVEMBER 9, 2021

One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention. To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . Design a Fluid Onboarding Experience.

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SaaS Customer Experience Surveys Customer retention 97

Chip Bell

NOVEMBER 17, 2020

Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. First, thank you Chip for allowing me to offer this guest blog.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111