2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. It’s really about the learnings.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Retently

JULY 28, 2023

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. Motivates the Frontline Employees When employees are happy and motivated, customers are satisfied.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. In this blog post, we will look at why our current understanding of customer journey mapping is flawed, and how to fix it. The other issue revolves around research.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

BirdEye

SEPTEMBER 29, 2023

This blog post uncovers everything you need to know about buyer personas and how to create the right one to help your business grow. A buyer persona is a detailed depiction of your ideal customer as a fictional profile you build from market research. Table of contents What is a buyer’s persona? Why do businesses need buyer personas?

How To 111

How To Insurance Social Media Multi-Channel 111

Heart of the Customer

JUNE 13, 2021

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings. The post Revealing Change Makers’ Secrets appeared first on Heart of the Customer.

Customers 88

Customers B2B Culture Leadership 88

ShepHyken

NOVEMBER 29, 2019

According to a Salesforce’s connected shopper report , 79 percent of shoppers research a brand online before making a purchase in the store. Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more. Read Shep’s latest Forbes article: .

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

ShepHyken

JUNE 29, 2018

Research from NewVoiceMedia discovered that approximately $62 billion is lost by U.S Ensure staff receives additional training , monthly performance reviews and most of all, motivation. If your staff is lacking motivation, it is important to look at why this is happening. Business Management System.

Social Media 82

Social Media Customer Service System Touchpoint 82

Clarivate

JANUARY 14, 2022

Highly Cited Researchers 2021 are based at more than 1,300 institutions. In this interview, we speak with Korea University about how it encourages collaboration, facilitates career growth and accelerates innovative research. Do you have programs to celebrate Highly Cited Researchers?

Case Study 98

Case Study Study Analysis Trends 98

Blake Morgan

FEBRUARY 22, 2023

Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. When everyone sees the impact of their work on customers, it motivates them to do better, work harder, and stay engaged.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

Uniphore

SEPTEMBER 30, 2021

According to research by O.C. Tanner , 37% of people believe recognition is the biggest contributor to them doing good work—nearly three times more than any other motivator. For that reason, writing a personal message to show your appreciation can help employees feel more motivated and committed to your organization.

How To 100

How To Call Center Contact Center Feedback 100

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Read the full answers here below. Companies do marketing, sales and CRM – the customer does the experience! Celebrate small successes and share stories.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Clarivate

JULY 21, 2022

The Web of Science is taking steps to help the research community better understand research integrity. The academic community is reliant on newly published research to further our knowledge on diverse topics and to keep developing our research programs. When research integrity fails.

Tips 105

Tips Course Study Training 105

Steve DiGioia

MAY 21, 2018

There is some research that suggests they do so by as much as 60%. This overconfidence impedes their success as it prevents them from truly understanding the motivation of the other side. According to the latest post from the Black Swan Group’s blog, here are the 5 levels of listening. So why do most underperform?

How To 173

How To Customer Service Customers 173

2020 Research

JANUARY 24, 2024

In this Article The Power of QualLink Get the Full Picture with External Survey Link Understanding the “Why” and the “What” When to Utilize QualLink and External Survey Link Hybrid Research, Simplified In today’s rapidly evolving business landscape, understanding consumer preferences and motivations is essential for success.

Survey 59

Survey Connections Consumers Video 59

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation!

Survey 394

Survey Metrics NPS Effort Score 394

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Gamification Gamification is all the rage in survey research and for good reason! This also fosters a sense of pride within the organization and motivates the team to strive for continued success.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. The first thing that stands out is the overall and daily motivations for CSRs. Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

2020 Research

SEPTEMBER 4, 2023

Traditional research methods may fall short when it comes to understanding the deeper nuances of consumer behavior. Through techniques such as eye tracking, usability/UX testing , and emotional measurements, Sago Research Labs empowers businesses to uncover the unsaid and gain invaluable insights.

Tools 98

Tools Measurement Consumers User Experience 98

NICE inContact

AUGUST 16, 2019

But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 156

Contact Center Self Service System Training 156

Customer Bliss

MARCH 23, 2022

While this may seem ‘touchy-feely’ to some, they are rooted in motivating productive human behavior in self-driven people, logic, and financial reward. Stewart Friedman, a professor at the University of Pennsylvania’s Wharton School who has been researching work-life balance policies since 1991 says they’ve nailed it.

Case Study 139

Case Study Culture Study Company 139

Integrity Solutions

DECEMBER 15, 2020

You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. Our research confirmed this conflict between what managers and companies know and what they actually do in practice. They don’t seem to grasp the importance of motivation as an outcome of coaching.

Sales 94

Sales Study Survey Report 94

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. Moreover, they are more likely to improve employee loyalty, build a positive brand reputation , increase employee motivation levels, and attract and secure the right talent. You’ve probably heard of employer branding.

Brands 175

Brands Company Social Media Competitive Advantage 175

Chadwick Martin Bailey

OCTOBER 26, 2020

UNDERSTANDING HUMAN MOTIVATION IN THE FACE OF CHANGING TECH ABILITIES. The Functional motivation is very clear. Across many industries and products, we have found that the emotional, identity, and/or social motivations are just as—and often more—important determinants of a new product’s success than the functional ones.

Video 124

Video Entertainment Technology Connections 124

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. 3) Keep Your Agents Challenged.

Call Center 141

Call Center Gamification Contact Center Social Media 141

NICE inContact

JULY 19, 2019

According to Forrester Research , a 5% improvement in employee engagement typically results in a 3% increase in revenue growth. This challenge is ideal for less-tenured employees and helps to keep new-hires engaged and motivated. The post 3 Gamification Types to Use in Your Contact Center appeared first on NICE inContact Blog.

Gamification 137

Gamification Contact Center Employee Engagement Call Center 137

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I was surprised by the prevalence of FOMO and its motivational power. Regret or even anticipated regret is also a powerful motivator. I probably shouldn’t be.

Tools 78

Tools Social Media Marketing Groups 78

NICE inContact

AUGUST 16, 2019

But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 136

Contact Center Self Service System Training 136

AirVote

FEBRUARY 1, 2021

A recent research by Marketing Technology Insights delves into why customers are motivated to submit reviews. It has a lot of numbers as the research slices the customer responses in many directions. In this post, we look at all the research numbers to bring this point to light. Do customers submit reviews?

Feedback 52

Feedback Customers Consumers Technology 52

ClearAction

NOVEMBER 11, 2022

This is a powerful and effective motivator. Motivate prevention of issue recurrence and occurrence : Start out by conducting key driver analysis (correlation), followed by Pareto analysis, and then 5-why’s analysis. Watch this blog for the follow-on article that explains gains from employee experience strategy next week.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. If they don’t feel they have an opportunity to raise an issue, ask a question, or be proactive, there’s little motivation to simply follow orders. Shep Hyken.

Strategy 48

Strategy Meeting Conference Culture 48

ShepHyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Here is a list that at worst, will help motivate your customers to come back. 25 Customer Experience Blogs to Add to Your Weekly Reading List by Jessica Wise.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

Beyond Philosophy

AUGUST 25, 2022

In other words, organizations would be best served if they understood customer motivations. Motivations are better tracked by watching what customers do rather than listening to what they tell you. So, start with the data, but understand the motivations behind the data you have. As they say, actions speak louder than words.

How To 147

How To Contact Center Hotels Social Media 147

Feedbackly

JULY 17, 2023

This gamified approach motivates children while fostering environmentally friendly habits. By promoting active travel options through communication and setting an example, parents play a crucial role in motivating their children also beyond the school environment.

Gamification 52

Gamification Feedback Transportation Travel 52

Beyond Philosophy

FEBRUARY 27, 2020

Known as the “Marshmallow Test,” researchers at Stanford presented the child with a marshmallow and said, “You can eat this if you want to, but if you can wait to eat it until I get back, then I’ll give you two marshmallows.” . The researchers were asking children to put off the immediate reward to get a higher reward later.

Financial 187

Financial Consulting Exercises Video 187

Grade.us

MAY 21, 2019

Fall behind and customers are perpetually dissatisfied Motivated detractors continue to escalate their negative feedback New customers are repelled by this reputational arms race As a result, your conversion rates plummet New customers refuse to buy. Their research shows reviews can increase conversion rates by 270 percent!

Management 37

Management Advertising Feedback Tools 37

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth. The Majority of Companies Have a CX Team. This change is significant.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

Beyond Philosophy

MARCH 21, 2024

I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research. They might feel motivated to improve the experience for themselves and future customers. First, reframing how you look at a customer complaint is essential. Click here !

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78