InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you.

Survey 493

Survey Automotive Comparison Hotels 493

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. Five Questions to Address. Question #1: What Are “Moments That Matter?”.

Analysis 493

Analysis Customer Experience Call Center Experience Call Center 493

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. What Is a Customer Satisfaction Survey?

Net Promoter Score 260

Net Promoter Score Effort Score How To Customer Satisfaction 260

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 154

Customer Experience How To Wait Times Customers 154

Zonka Feedback

JUNE 21, 2021

You bring visitors to your Website, but what do you do if customers are not staying and not returning? Website Surveys enable you to take direct customer feedback to understand their requirements and optimize your Website performance based on it. And how do you fix it if they don't?

Survey 64

Survey Ecommerce User Experience Customer Satisfaction 64

InMoment XI

APRIL 3, 2023

In March, I spoke at InMoment’s XI Forum Sydney, and it shouldn’t surprise you that I chose to talk about building a customer experience (CX) program! In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! and Outside In.

Tips 260

Tips Touchpoint Customer Centricity NPS 260

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

Thematic

FEBRUARY 6, 2019

Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. Surveys a great opportunity to test improvement over time.

Survey 67

Survey Analysis Fashion Feedback 67

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

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!

Analysis 208

Analysis Survey Feedback How To 208

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

NPS 259

NPS Software Net Promoter Score Survey 259

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 130

Contact Center Self Service Analytics Banking 130

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? But can that data be trusted?

Survey 105

Survey Customer Service Effort Score Infographics 105

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. . Focus On Web Design.

How To 52

How To Social Media Video Tips 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 52

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Survey 102

Survey Feedback Retail Consumers 102

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. Read more Report 1.

Chatbots 187

Chatbots Survey Social Media Report 187

SurveySparrow

MAY 3, 2024

Customer experience is the cornerstone on which most businesses build their success. For that, you will need to clearly understand your customers and offer satisfying services at each touchpoint. Not to mention maintaining a good customer relationship. Surveys are one to go about it, and the other is CRM.

Tools 52

Tools Survey Analysis Feedback 52

Feedbackly

JANUARY 11, 2024

Feedbackly is a front-runner in the new era of Customer Experience where Emotional Experience is brought into the heart of customer-centric thinking. Creating better customer experiences is possible only by improving data quality and therefore the quality of actions taken on better data.

Feedback 105

Feedback Roadmap Survey Customer Centricity 105

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Don’t make customers wait when they initiate live chat requests.

Customer Experience 109

Customer Experience Self Service Knowledge Base Communication 109

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

delighted

SEPTEMBER 21, 2023

Attracting customers in a competitive market can feel like an uphill battle. One powerful tool in today’s marketplace is customer testimonials. In fact, 78% of shoppers say the presence of social proof – like a positive customer testimonial – increased their likelihood of purchasing from that brand.

Examples 86

Examples Net Promoter Score How To Case Study 86

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Communication 121

Communication Self Service Social Media Knowledge Base 121

SurveySparrow

JANUARY 9, 2021

Wondering how to create a food blog in 2020, but have absolutely no idea on how to start one? And starting a blog on food can be the best passive income stream that you want to choose. And starting a blog on food can be the best passive income stream that you want to choose. You’re at the right place then!

How To 52

How To Entertainment Travel Survey 52

SurveySparrow

APRIL 12, 2024

Are you stuck between using a poll and a survey? This blog will solve the confusion about polls vs surveys! Poll vs Survey: A Comparison For the rest of us, off we go! It typically consists of a single question with limited answer choices. Feel free to use and customize it if you like it.

Survey 52

Survey Net Promoter Score Effort Score Comparison 52

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. The best VoC programs use both. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Survey 118

Survey Net Promoter Score Voice of Customer Measurement 118

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 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. Is there a specific product or service that needs an update?

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

Maru/HUB

JULY 2, 2018

Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents. However, prompted customer service surveys are much more difficult to even get the respondents to complete, never mind extract information from.

Survey 197

Survey Customer Service Customer Experience Professionals Customers 197

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? surveys are critical tools for uncovering this information, directly influencing your marketing strategy and budget allocation. Surveys “How Did You Hear About Us?” Surveys “How Did You Hear About Us?” How did you hear about us?”

Survey 78

Survey Social Media Advertising Analysis 78

SurveySparrow

APRIL 8, 2024

The best part is when we collect nuanced data from them! In this blog, we will examine the benefits of a mystery shopping survey and how to create one effectively using a free template as an example. We will also discuss best practices and ways to analyze the results! Can’t the age-old traditional survey do the job?

Survey 52

Survey Self Service Policies Feedback 52

BirdEye

MAY 30, 2023

Because of this, it has become a popular method for businesses to engage with customers. To leverage this opportunity, companies use it to gain a better understanding of their customers through SMS text message surveys. Research shows that 48% of customers prefer direct communication from businesses through text messages.

Survey 95

Survey Net Promoter Score Software Feedback 95