CloudCherry

NOVEMBER 13, 2018

Customer support has years of customer conversations stored in their help desk. Put the survey down. When data is siloed, what we often see happen, is that each independent team will go out and survey customers to get the information they need. Secondly, customer surveys only measure feelings and intent.

CEM 170

CEM CRM ROI Survey 170

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Bold360

NOVEMBER 14, 2018

Surveying over 1,000 US consumers, we found that most of us fall into one of four distinct (and colorful) personas. Social Butterflies : This group doesn’t mind contacting customer service and in fact sometimes enjoy the conversation, but when they don’t get the desired outcome, they will bring their efforts to the media.

Self Service 59

Self Service Sports Social Media Groups 59

Thematic

NOVEMBER 13, 2018

Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. Collection of customer feedback – Using methods like surveys, etc. If you don’t have access or the means to conduct a customer survey, don’t despair. to gather information from your customers.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?

Self Service

NetBase

NOVEMBER 14, 2018

Sentiment is the driving force behind social consumers’ sharing – and it’s your window into their conversations. If your tools don’t measure social sentiment, you’re operating at a disadvantage. Without it you’re just throwing spaghetti at the wall and hoping it sticks. Not a very accurate way to run your business.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

LiveChat

NOVEMBER 16, 2018

In fact, a Zappos employee beat the company’s own record for longest ever customer service call with a conversation that lasted 10 hours and 43 minutes! When it comes to the theme of your blog, you’d do well to focus on “3E” content. You Scratch My Back, I Scratch Yours.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

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