InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas. View Article

Leadership 200

Leadership Innovation Loyalty Feedback 200

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. However, it’s clear that the businesses scoring lowest in the NPS survey also tend to use the most aggressive sales and billing techniques.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Comm100

FEBRUARY 1, 2023

In one study, 246 students were surveyed to learn how live chat for education impacted the learning experience. None of the online learners surveyed found live chat unsatisfactory as a communication tool. out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine.

Effort Score 215

Effort Score Wait Times Video Communication 215

Optimove

OCTOBER 20, 2022

consumers surveyed* (35%) responded that they will spend less in the 2022 holiday season than in 2021. Information can be gathered via surveys, chats, focus groups and other methods. Critical to a VOC program is capturing feedback from the right people, at the right time, through the right channel. Over one-third of 514 U.S.

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable. Aon Hewitt.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 154

Social Media Case Study Financial Banking 154

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Why Customer Satisfaction Surveys are Not Customer-Centric article. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

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. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Middlesex Consulting

DECEMBER 14, 2015

We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. You are probably conducting CSAT and Loyalty surveys. From the surveys, you look at how satisfied customers are with different aspects of your organization and try for steady improvement. We all collect lots of data.

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. You are probably conducting CSAT and Loyalty surveys. From the surveys, you look at how satisfied customers are with different aspects of your organization and try for steady improvement. We all collect lots of data.

Analysis 60

Analysis Call Center Financial Loyalty 60

Chattermill

SEPTEMBER 11, 2019

Ensure you collect data points across all customer touchpoints, across the entire customer journey such as complaints, support requests, transactions, social media and customer feedback. Don’t ignore customer feedback. As a reason to ignore customer feedback (thankfully, this is becoming less common). The result?

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Customer Guru

FEBRUARY 23, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. When Zoona was first launched in Zambia in 2009, there was a post office and money transfer service called Swift Cash, but it used to have very long queues and high charges. Can you tell me what Zoona is?

Groups 112

Groups Marketing Customer Experience Financial 112

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 Whether it is through employee surveys, or simply open dialogue in the workplace, listening to employees is vital to the survival of your organization.

Study 48

Study Financial Customer Centricity Employee Experience 48

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. ” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link].

B2B 40

B2B Net Promoter Score Effort Score NPS 40

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

Grade.us

SEPTEMBER 17, 2019

A recent survey by Gallup found 56% of Americans have a positive view of the automotive industry. This is twice as high as it was in 2009 when the industry's positive rating bottomed out at 24%. Absolutely, but this survey is focused primarily on manufacturers. That survey focuses on automotive manufacturers.

Automotive 34

Automotive Competitive Advantage Industry Survey 34

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.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Consider a customer satisfaction survey as an example.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Wired and Dangerous

MAY 16, 2021

This characterization of a shareholders agreement is echoed in Tung Ah Leek v Perunding DJA Sdn Bhd [2005] 3 MLJ 667 and Piccolo Corporation Sdn Bhd v Sinar Merdu Sdn Bhd [2009] MLJU 1327. ED: If you have any questions, comments, or feedback on this podcast, please tweet us @mitenergy. Will that be oppressive to the other shareholders?

Consulting 91

Consulting Financial Guidelines Government 91

Service Untitled

OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. Watch criticism, review feedback, and pay attention to marketing successes and failures.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. If a product fails, use feedback to improve it. When the negative feedback threatens your brand, give it immediate attention. The widespread criticism brought considerable damage to Toyota’s brand reputation.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. Canada and Mexico.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Comm100

MARCH 27, 2023

In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. This is more important than ever in higher education – our higher education survey found that 99% of students think it’s at least somewhat important for schools to offer 24/7 support.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. They might take you up on it.)

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40