CX Global Media

DECEMBER 30, 2020

The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus. When the confusion […].

Customer Experience 156

Customer Experience Surveys Contact Center 156

TechSee

OCTOBER 21, 2020

Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance. Just under half (45%) of U.S.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Download the chart from this video. ? ? ?. The best VoC programs use both. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Surveys 118

Surveys Best practices Feedback Accountability 118

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. Complete this short survey. How can we help?

Customer Experience 359

Customer Experience Consulting Consulting Education 359

JivoChat

AUGUST 31, 2022

Understanding the best video format for Instagram is an important factor in conquering your audience. billion monthly users in 2022 , this is the second largest social media network in the world, and they have been encouraging creators to produce more video content. . What is the Best Video Format for Instagram? Video Feed.

Scripts 75

Scripts Analytics Metrics Surveys 75

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. .

Surveys 158

Surveys Construction Personalization Feedback 158

JivoChat

SEPTEMBER 15, 2022

They could be long-form written texts, microblogging, photo sharing, or video content. Standing at 2022, we have to be highly video-centric, not because the other content forms don’t work, it’s because the other content forms don’t work as effectively and efficiently as video content works! 51% more traffic.

Marketing 75

Marketing B2B Education Advertising 75

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home. Some may be saying, “Shep, you’ve covered this before.”

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Surveys 183

Surveys Customer Experience Advertising Feedback 183

Genroe

NOVEMBER 1, 2019

Transcription of this Video Hi, my name’s Adam Ramshaw. ” When we write a customer survey, we’re really […]. The post How Survey Question Wording Can Skew Responses [Video] appeared first on Genroe. Choose your words wisely as it may skew your results! I’m from Genroe.

Surveys 40

Surveys Feedback 40

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! More importantly, the company employed a new way to game their customer surveys — resulting in ONLY the data they want to see and discarding the rest. Eastern time!

Surveys 62

Surveys Feedback Advertising Accountability 62

JivoChat

JUNE 19, 2022

Explainer videos can be a useful tool when you communicate with your customers. But, to do that, it’s important to know how to create high-quality videos, which were well developed and edited. What is an Explainer Video. What is an Explainer Video. Types of Explainer Videos. Animated Explainer Video.

Customer Support 75

Customer Support Scripts Education Surveys 75

ProProfs Blog

JULY 20, 2021

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey. Any user can easily access a wide range of built in reports and interactive charts while analyzing the survey responses.

Surveys 78

Surveys Feedback Real estate Enterprise 78

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 202

Surveys Automotive Advertising Enterprise 202

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 375

Metrics Customer Service Consulting Consulting 375

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Video is the new Face-to-Face. Revenues – when using video as a communications channel, 59.1% without video.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

TechSee

JUNE 9, 2020

And according to data from a new COVID-19 customer service survey, the Turners are not alone. Remote visual assistance is emerging as a key technology to help guide consumers efficiently with a combination of video and on-screen AR instructions. Consumers are uncomfortable with allowing technicians into their homes.

Surveys 109

Surveys Technical Support Personalization Technology 109

Beyond Philosophy

DECEMBER 16, 2023

Alyona Medelyan, CEO of Thematic ( alyona@getthematic.com ) in Auckland, New Zealand submitted a video for our None of Us Are as Clever as All of Us program, shares her thoughts. 07:53 We roll the video from Medelyan, and talk about our first reactions. Complete this short survey. How can we help?

Consulting 195

Consulting Consulting Education Marketing 195

PeopleMetrics

MAY 27, 2021

Now it's time to design your first customer survey. In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization. Download the chart from this video. ? ? ?.

Surveys 71

Surveys Customer centricity Best practices Feedback 71

Toister Performance Solutions

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Are the scores all fair?

Surveys 71

Surveys Customer Service Advertising Wait times 71

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

ShepHyken

JANUARY 25, 2022

Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. Personalized: CX practitioners should take a look at what they already know about their customers and their experiences and base their subsequent survey/feedback questions on that.

Feedback 161

Feedback Surveys Marketing Personalization 161

Beyond Philosophy

FEBRUARY 1, 2024

Our readers enjoy $ 500 off their first YouGov survey. Moreover, their responses to a survey question might be a little different. Or they know, but don’t want to admit it on a survey. For example, my podcast partner and I did a survey using YouGov’s self-service platform. The results were funny. It’s also easy to use.

Surveys 195

Surveys Self service Marketing Feedback 195

3CLogic

SEPTEMBER 24, 2021

A recent ICMI survey reveals that 55% of contact centers saw an increase in customer interactions from 2020 to 2021, along with an increase in contact complexity. According to this survey, the top challenges contact centers are facing include: Legacy technology (51%). The Power of Video For The Customer Experience.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

ProProfs Blog

DECEMBER 6, 2019

What Is a Real-Time Feedback Survey? In simple words, the definition of a real-time feedback survey can be stated as the live review companies request the customers to give on their brand’s website or mobile app, immediately after they have used a product or service. What Are the Advantages of a Real-Time Feedback Survey?

Feedback 124

Feedback Surveys Benchmark Sales 124

Beyond Philosophy

AUGUST 27, 2022

10:45 Hogarth’s research indicates that there are two environments under which intuitions form, kind and wicked, which has a video that explains it well. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

Connecting the Dots

DECEMBER 19, 2019

Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. But above all, employ video. Short videos are the best. My exhibit A is the airline safety video. What to do?

Education 62

Education Airlines Consulting Consulting 62

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

Satrix Solutions

SEPTEMBER 29, 2020

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. Watch the video or read the complete transcript below for their responses. Evan, for companies with platforms or apps, in-app and pop up surveys have become more popular in recent years.

Surveys 78

Surveys Feedback Accountability Customer Experience 78

Nicereply

AUGUST 8, 2022

User-generated content can be an image, a user review, or a video – content created by your customers. Your customer satisfaction survey can be a good source! A customer satisfaction survey can be a good solution for brands to gain more UGC. Can A Customer Satisfactory Survey Actually Help You Generate UGC?

Surveys 52

Surveys Customer advocacy Advertising Marketing 52

ProProfs Blog

DECEMBER 27, 2018

Surveys are the most convenient and the best way to collect feedback about a product or service. However, while it may seem easy to get respondents to take the survey, it is not so in reality. About 75% of online surveys fail to get their minimum anticipated survey response rate. Follow the “KISS” Principle.

Surveys 74

Surveys Feedback Marketing Management 74

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

GetFeedback

MAY 17, 2019

Survey emails are one of the best ways to get customer information straight from the source. In this article, we cover 5 ways to improve your survey emails. The very first obstacle to overcome with an email survey is getting the email opened in the first place. PRO TIP: Be sure your survey is optimized for mobile.

Surveys 74

Surveys Feedback Personalization 74

Toister Performance Solutions

NOVEMBER 19, 2019

Customer service surveys are too long. Many people abandon the survey. I'm going to show you an easy way to dramatically shorten your customer service survey. I'm going to show you an easy way to dramatically shorten your customer service survey. What is the purpose of a customer service survey?

Surveys 72

Surveys Feedback Coaching Customer effort 72

Beyond Philosophy

AUGUST 20, 2020

It also means that you don’t get a representative sample of surveys. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. If I have a fantastic or terrible experience at a restaurant, I am more likely to write a review than if it was okay or even pretty good.

Transportation 870

Transportation Surveys Consulting Consulting 870