CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? As the department head or business unit head what he/she has done to improve the experience since the last measurement. Oh, and one more thing. That's a great place to start.

Metrics 80

Metrics NPS Trends Financial 80

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. Measuring your results is vital to your success in Customer Experience. I decided that for people working in Customer Experience, we needed a way to stay on message, too. For every customer complaint you get, 26 other unhappy customers remain silent.

ROI 164

ROI Customer Experience Customers Resources 164

Confirmit

APRIL 19, 2020

History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. The question, however, remains, should companies continue surveying right now during the COVID-19 global pandemic?

Marketing 78

Marketing Survey Entertainment Hospitality 78

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights.

Automotive 73

Automotive Social Media Contact Center ROI 73

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Qualtrics

JULY 9, 2019

Since July 2007, hospitals have been required to collect, submit, and publicly report patient satisfaction surveys through HCAHPS in order to receive their full Medicare reimbursement. Unfortunately, HCAHPS surveys can only be administered through one of the following methods: Mail only. Telephone only. Mail with telephone follow-up.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

ReviewTrackers

APRIL 21, 2021

According to an IBM survey , only 43 percent of consumers trust the insurance industry. According to a ReviewTrackers survey, 68 percent are unlikely to decide on an insurance agent with zero reviews. Not only do reviews have the potential to either attract or drive away customers. MerchantMaverick. MyBankTracker.

Banking 65

Banking Financial Insurance Social Media 65

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. This makes it much more difficult to measure the performance of the team. If the outsourced team isn’t measured on customer feedback, this means they won’t be sending feedback to you at all.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

ShepHyken

MAY 26, 2017

Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 In order to measure customer satisfaction, customers are asked to rate a question/set of questions based on their level of satisfaction. Shep Hyken. seconds in 2009!

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

ShepHyken

NOVEMBER 6, 2020

In 2008, consumer research helped customer service at the world’s largest coffee chain. Whether that’s a survey on what they like best or an interview to receive the optimal level of feedback is for you to figure out with your unique business challenge. Primary Research. Analyze Data.

Customer Service 102

Customer Service Marketing How To Consumers 102

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Defines and Implements CX Measurement and Reporting Standards.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Depending on your business, you might have access to customer support tickets, sales conversations, user reviews, survey responses, UX interviews, and many other channels.

Roadmap 52

Roadmap Analysis Feedback Customers 52

Middlesex Consulting

JUNE 12, 2017

This model made an early appearance in the July-August 2008 issue of the Harvard Business Review in “Putting the Service Profit Chain to Work” by James L. When administering customer satisfaction surveys, anything less than the top box must be considered unacceptable. Note that both words are weak and passive. Loveman, W.

How To 60

How To Loyalty Customer Satisfaction B2B 60

Middlesex Consulting

JUNE 11, 2017

This model made an early appearance in the July-August 2008 issue of the Harvard Business Review in "Putting the Service Profit Chain to Work" by James L. I took the liberty of modifying the original graphic to reflect the current method of measuring satisfaction on a five-point scale and customer loyalty on the 11-point NPS scale.

Customer Satisfaction 60

Customer Satisfaction How To Loyalty B2B 60

Magellan Solutions

JANUARY 25, 2018

You should measure your company’s productivity because it has a direct effect on your profitability. Since the great recession in 2008, the mortgage in the US is starting to look good again. Source: PSMJ Resources’ 2015 A/E Financial Performance Benchmark Survey Report. How productive do you think your employees are?

Hotels 56

Hotels Government Analysis Industry 56

Qualtrics

DECEMBER 11, 2018

In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. Done well, transactional feedback can help you: Measure and optimize customer interactions. There are two types of NPS surveys: relational and transactional.

NPS 22

NPS Net Promoter Score Touchpoint eBook 22

Qualtrics

JULY 29, 2020

Pre-pandemic, it was common for schools and districts to survey stakeholders once or twice a year on topics like school climate. Now, in the COVID era, things move so quickly that surveying won’t capture the rapidly evolving sentiment and the impact that each new experience has on learning and well-being outcomes.

Survey 43

Survey System Resources Groups 43

NetBase

MAY 7, 2020

Using the 2008 recession to navigate through this rough terrain, Europe is predicting the largest quarterly decline in economic activity since World War II, meaning approximately an 8 to 13 percent drop in gross domestic product (GDP) , even with precautionary measures in place. It’s social. Necessity is the mother of invention.”

Retail 71

Retail Consumers Social Media Government 71

CX University

JULY 9, 2018

In 2008, Detroit, DTE Energy CEO Gerard M. CEO Stuart Parker and, in fact, all senior leaders set goals for their employee experience and work hard to empower those initiatives that make a measurable, positive impact on the work environment. Anderson made an important announcement to employees, which forged that connective tissue.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

C Space

JUNE 23, 2020

slump in April, May’s increase was the largest in 38 years of published surveys, with gains in every industry, the bureau said. Meanwhile, in England, shoppers returned as non-essential stores reopened but numbers remained well down on a year earlier, according to the latest survey of retail footfall. Following a record 17.7%

Brands 52

Brands Airlines Policies Retail 52

Kitewheel

JULY 2, 2020

So, in order to ensure a future where businesses survive and flourish, retailers must measure these changes for their business and shift their strategies to meet the new needs of their customers. In 2010, Harvard Business review completed a study of the 2008 recession and how it affected a number of companies.

Retail 52

Retail Social Media Consumers Study 52

CSM Magazine

APRIL 4, 2022

A survey by Globoforce and SHRM reported that 90% of employees reported feeling more satisfied with their work when rewarded with peer-to-peer recognition. Between the 2008 Recession and COVID 19, Millennials and Gen Z employees are increasingly financially aware and are looking to find companies that can offer them robust benefits.

Financial 52

Financial Culture Insurance Report 52

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance.

Company 71

Company Strategy Tips Customer Success 71

Stella Connect

JANUARY 19, 2018

A 2008 call center coaching study revealed that “supervisors were spending a disproportionate amount of coaching time with the small population of best and worst performers, rather than with the largest population—the mid performers who can often have the greatest potential for improvement.”

Call Center 41

Call Center Training How To Average Handle Time 41

C Space

JULY 7, 2020

According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” In fact, the majority of CMOs responding to this year’s survey believe the post-COVID-19 economic curve will be V-shaped.

Brands 52

Brands Policies Hospitality Advertising 52

Service Untitled

FEBRUARY 17, 2009

Back in March 2008, I wrote about how to measure customer satisfaction for less than $250 and got some great feedback on the article and the idea. Consider a customer satisfaction survey as an example. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

MARCH 31, 2010

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors. I was getting my car serviced today and was in.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2008, it developed this AI-powered Chrome extension. Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them.

Company 21

Company Course Video System 21

ReviewTrackers

JANUARY 18, 2018

According to an IBM survey , only 43 percent of consumers trust the insurance industry. According to a ReviewTrackers survey, 68 percent are unlikely to decide on an insurance agent with zero reviews. Building consumer trust in banking and financial services. MerchantMaverick. MyBankTracker.

Banking 17

Banking Financial Insurance Brands 17

Retently

AUGUST 22, 2018

Like other companies, airlines are also blitzing customers with customer satisfaction surveys , the moment they step off the airplane. Jet Blue was ranked #1 in Satmetrix NICE NPS Benchmarks Survey of U.S And how did they measure the financial impact of a corrective action? On an average, the industry spends over $1.3

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Grade.us

MAY 5, 2020

A March 2020 survey from the Interactive Advertising Bureau found that 24% of brands have paused all advertising spend for the remainder of Q1 and Q2. The IAB found: According to 74% of media buyers, planners, and brands, Coronavirus will have a bigger impact on advertising than the 2008 financial crisis.

Communication 31

Communication Advertising Entertainment Guidelines 31

Magellan Solutions

JULY 5, 2021

Their facility doesn’t have enough security measures to avoid any data breach. East Joint Marketing Solutions started as a BPO company that offers services to US companies in 2008. However, their lack of at least one certification from a standardization body creates a problematic scenario for their operation. Phone Answering.

Call Center 40

Call Center Company Omni-Channel e-support 40

West Monroe

SEPTEMBER 30, 2022

That’s one of the key takeaways from West Monroe’s 2022 Be Digital Research —which surveyed 700 C-suite executives across the financial services, healthcare, health insurance, manufacturing, retail, technology, and utility industries, as well as 5,000 of their customers. Even the best of us have room to improve.

Survey 52

Survey Measurement Financial Strategy 52

ijgolding

MARCH 7, 2016

According to Ofgem (the UK energy regulator), NPower and competitor Scottish Power also score considerably lower than all other energy companies across almost all of their customer satisfaction measures. energy company satisfaction survey for the sixth year running. Additionally, Npower also came bottom of the annual Which?

Case Study 120

Case Study Financial Retail Social Media 120

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. Tesla was actually no #1 in the 2016 Annual Owner Satisfaction Survey. As early as 2008 , Starbucks publicly announced they were changing the way they made coffee to offer the best possible experience.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147