Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

GlowTouch

JULY 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Chat Support Can Positively Impact Customer Satisfaction and Your Other Service Channels. Today’s customers expect to receive support where they want, when they want, and how they want. About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

Comm100

FEBRUARY 1, 2023

Better engagement and student recruitment Another key way that live chat benefits higher education is in engagement and student recruitment efforts. This is significant for recruitment efforts focused on international students, as it again lowers the barrier to communication between potential students and a school.

Effort Score 215

Effort Score Wait Times Video Communication 215

Kustomer

OCTOBER 28, 2022

Unless the agents recognize that these tickets are from the same customer and take steps to merge them, reporting will be skewed, as there may be different response times, resolutions and CSAT scores for each ticket. That is why the customer journey is so crucial.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

GlowTouch

APRIL 24, 2020

For example, manufacturing firms specialize in manufacturing, not in resolving customer complaints. The beauty of an outsourced customer support solution is that you can maintain your focus on what your company does best, without sacrificing customer satisfaction in the process. Increased Revenue. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

SurveySparrow

NOVEMBER 6, 2020

It has a variety of templates such as event surveys, market research, opinion polls, concept testing, customer satisfaction, employee engagement, etc. Qualtrics: Started in 2002, it is one of the oldest online survey tools in the market. Started in 2006, Formstack has more than 27,000 customers spread across the world.

Omni-Channel 45

Omni-Channel Survey Multi-Channel Effort Score 45