TMP Direct

SEPTEMBER 16, 2021

E-books or whitepapers are good examples of gated content that you can offer to visitors. Consumers input basic yet important information into a short form and click a button — either to contact you, download a white paper, sign up for a webinar, register for a free trial service or other such offering.

B2B 96

B2B B2C Chatbots Advertising 96

HGS

OCTOBER 26, 2016

Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. According to a recent eMarketer survey , nearly one-third of the world is using social media this year. Disrupter No. 7: Social Profiling. Here we dissect Disrupter No.

Construction 100

Construction Personalization Surveys Feedback 100

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 64

Surveys Feedback Scripts Customer Service 64

Connecting the Dots

FEBRUARY 9, 2021

An Example Of a Good and a Bad Customer Onboarding Experience. Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. For more information on onboarding, read our Customer Onboarding White Paper. Evaluate education and onboarding.

Education 62

Education Self service Consulting Consulting 62

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Totango

AUGUST 23, 2022

For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Administering customer satisfaction surveys. White papers. Customer satisfaction surveys. What Are B2B Customer Journey Touchpoints? Delivering customer support. Making upsell offers.

B2B 117

B2B Journey mapping SaaS Engineering 117

Connecting the Dots

JUNE 16, 2021

An Example of a Totally Bad Experience with a Customer Onboarding Process. Result : Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. What Can We Conclude From These Examples of a Customer Onboarding Process? For more information on customer onboarding, read our White Paper (PDF).

Education 62

Education Self service Consulting Consulting 62

inmoment

AUGUST 4, 2020

With that in mind, practitioners should strive to fold white papers, training guides, videos, and other useful tools into the branding process. These resources should be complemented by in-house survey tools, customer templates and any other support mechanisms that employees find helpful.

B2B 52

B2B Education Customer centricity Surveys 52

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Calibration Construction Morale 103

Monet Software

JANUARY 30, 2020

That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. When employees are doing charitable fundraising, for example, agents naturally grasp the importance. Fortunately, we’ve delved deeply into this topic in our white paper The Complete Contact Center Guide to Employee Engagement for SMBs.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Eptica

FEBRUARY 6, 2019

For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis.

Surveys 60

Surveys CRM Feedback Sales 60

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. For example, companies can ask their call agents to check on their customers concerning the pandemic. Examples would be: Selling products.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Serenova

DECEMBER 13, 2019

According to a survey of 3,000 consumers by Vanson Bourne for Serenova , customer experience can make or break your reputation with new and prospective customers. Ninety-four percent of people surveyed say their service interactions impact their decision to stay with a company or switch to a competitor.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” This post is the second of two that are based on our Omnichannel white paper. Remember: Create incentives for B2B online interaction.

B2C 83

B2C B2B Benchmark Best practices 83

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. We would work with our representatives and create real-life examples that they may encounter while on the phones. Lead by example.

Call Center 182

Call Center Management Scripts Coaching 182

Cincom

MARCH 23, 2020

According to a recent Salesforce survey , 80 percent of younger B2B buyers were more comfortable buying within an Amazon-like experience that provided heavy emphasis on personalization. Younger audiences are less likely to be reached via long form writing such as white papers or extended stories. Audience Attention Span.

Marketing 52

Marketing Management B2B Sales 52

Nicereply

FEBRUARY 21, 2019

Surveys and Feedback. However, surveys don’t reflect real-time information because it takes time to compose them, send to consumers and process the feedback. However, surveys don’t reflect real-time information because it takes time to compose them, send to consumers and process the feedback. Tie Customer Feedback to Database.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

Cincom

OCTOBER 14, 2020

For years, marketing had to manually collect information about companies, contacts and product preferences from service reports, call logs and assorted survey questionnaires. Here are some examples of how specific data types can be used within a marketing operation. Where Does Marketing Get Its Data Today? Customer Information Systems.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

delighted

AUGUST 23, 2019

For example, you’ve learned from your company’s product lead that a high rate of new users are signing out before they reach the point where value is delivered. Is this about a white paper that they read? This is where customer experience surveying comes in. Say you have now created and sent your first CX surveys.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

LiveChat

JULY 27, 2018

You can do so by being fun and interesting – adding in a joke, like Loft in this example. This example re-engagement email doesn’t hold much written content but it translates the spirit of the brand. To figure out what is bothering your customers, set up quick surveys in your re-engagement emails. Include a survey.

Surveys 59

Surveys Marketing Education Personalization 59

8x8

DECEMBER 4, 2017

View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Horizon CX

JANUARY 6, 2020

Thinking that this was not necessarily my final career choice, I then took the initiative to write and submit an internal white-paper to my management team describing how I would approach collecting and managing the voice-of-the-customer differently than it was being done. Southwest Airlines Co.,

Airlines 40

Airlines Surveys Education Management 40

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. A leader always leads by example. Be aware that one objective of a disgruntled employee is to wreak havoc. Don’t give them that power; take charge of the situation right away.

Management 273

Management Customer Experience Customer Service Coaching 273

Comm100

MAY 13, 2016

For example, if your demanding customer asks you to hurry up with a response, tell them you will have to transfer them to a specialist that can expedite the process (or that you will have to review their transaction history). Then give her examples of what other customers have chosen based off of their own specific needs.

Self service 41

Self service Surveys Customer Service Feedback 41

LiveChat

NOVEMBER 16, 2018

Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”. Content may be of many different types – blog posts, videos, white papers, case studies, and more. Email marketing leader MailChimp is one such example. is definitely the blog post. What do your blog posts do?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Uniphore

JANUARY 21, 2022

For example, AI can “read” real-time interactions, recording where promises are made and automating follow-up communications like appointment confirmations and claim status updates. In a recent Deloitte survey , consumers ranked empathy and reliability as the top two factors when seeking out a healthcare experience.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Comm100

APRIL 8, 2016

For example, you may think that you should be reaching your customers through Pinterest because that’s what your competitors are doing. Be a customer service agent for a day, or read through customer emails and surveys. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 42

Customer Service Advertising Call Center Scripts 42

Comm100

JUNE 7, 2016

For example, if a customer finds out that they have been shopping at your store for years without receiving a loyalty card, she may be personally offended and decide not to come back. Ask them to fill out an in-person survey, and offer them a gift card or entrance into a raffle for their participation. Download Now.

Self service 41

Self service Customer centricity Sales Feedback 41