ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Customers stop doing business with companies for a number of reasons.

Feedback 264

Feedback Surveys Marketing Metrics 264

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. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, what can we do now?

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? Thousands again.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

CCNG

MARCH 4, 2021

As a result, they activate before they are ready, increasing customer frustration and new hire frustration; attrition rises, starting the process all over again. As a result, they activate before they are ready, increasing customer frustration and new hire frustration; attrition rises, starting the process all over again.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. You probably know this. But where do you start?

Feedback 94

Feedback Best practices Analytics Surveys 94

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Happy Enabled Employees = Happy Customers.

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. The accumulation of all customer ratings equals the final NPS score, ranging from -100 to 100.

Surveys 98

Surveys Best practices Feedback Personalization 98

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. And how should you structure your survey? What is an After-Call Survey For? Keep that in mind.

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Scripts Surveys Interactive Voice Response Call Center 138

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

delighted

OCTOBER 17, 2023

One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. An employee survey hands the mic to employees and empowers them to share critical feedback as to what’s working – and what isn’t – about their work experience.

Surveys 81

Surveys Employee engagement Feedback Management 81

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. I mean, we get it. Undefined goals.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Calltools

NOVEMBER 29, 2023

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad.

Interactive Voice Response 52

Interactive Voice Response Surveys Contact Center Call Center 52

delighted

AUGUST 16, 2021

All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service matters to the success of your company. Voice of the Customer: A definition. Did you know?

Surveys 93

Surveys Feedback Journey mapping Customer Support 93

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: .

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

LiveVox

JULY 23, 2023

Undoubtedly surveys are one of the important tools to track customer satisfaction levels and capture the voice of the consumer. However, converting survey feedback into actionable insight remains a challenge for enterprises and the BPOs that service them. Do you have an effective customer feedback system?

Feedback 52

Feedback Surveys Enterprise Customer Experience 52

customer sure

AUGUST 8, 2023

We’re excited to announce that we’re now the chosen customer feedback software provider for Covéa Insurance. Following a tender process, CustomerSure were chosen to elevate their Voice of the Customer program to the next level. We found that partner in CustomerSure, after a comprehensive tender and pitch process.

Feedback 62

Feedback Surveys Accountability Customer Experience 62

Spearline

JANUARY 25, 2022

According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. What is customer churn? Qualitrics define customer churn as “when someone chooses to stop using your products or services.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Fonolo

DECEMBER 15, 2022

Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas. How to Use Customer Profiles to Improve Call Center Training.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Toister Performance Solutions

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. Benchmark Portal's last Agent Voices Report was released in 2015. percent from the 2015 survey.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Why is it important to know your NPS? The Secret Sauce for Increasing Customer Happiness. businessgrowth #KPIs #businesstips Click To Tweet.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Lumoa

JANUARY 2, 2023

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Key Takeaways.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Lumoa

APRIL 13, 2020

This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. So how do you make the most out of your voice feedback? In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls.

Feedback 83

Feedback Interactive Voice Response call center professionals Surveys 83

delighted

MARCH 15, 2023

There’s no question that the experiences customers have with your brand make an impact on your bottom line. But to increase the number of 5-star ratings you receive, you need to enable more experiences that meet or go beyond customer expectations. In fact, recent data from the XM Institute shows that consumers are 2.6x

Feedback 92

Feedback Accountability Surveys Metrics 92

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Check out our article “Customer Experience, whose business is it?”

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work? Back to Top.

Feedback 118

Feedback Surveys B2B B2C 118

Fonolo

OCTOBER 11, 2022

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. There’s something special about the after-call survey’s authenticity.

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99