article thumbnail

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580
article thumbnail

Report: The State of CX Metrics, 2017

Experience Matters

Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We published a Temkin Group report, The State of CX Metrics, 2017.

Metrics 228
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Enhancing Customer Support in Software with Live Chat Integration

Team Support

Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support. Feedback is solicited through in-app surveys after each chat session, generating heavy engagement. As the company grew and customer inquiries skyrocketed, the company needed a new approach. Enter TeamSupport.

article thumbnail

The Power the Ultimate Question

Horizon CX

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. 85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C). 14% had never used NPS at all.

article thumbnail

Sigma Connected Recognised as a Top UK Employer by the Sunday Times

CSM Magazine

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. The Sunday Times survey is widely respected but also hugely important as it is based on comments from our employees across a range of areas.

article thumbnail

The value of transactional surveys for your customer experience

Enalyzer

These interaction measurements are known as transactional surveys. Transactional surveys measure the experience a customer has had within a particular transaction or interaction with your organization/brand, also known as a touchpoint. Chances are you are already familiar with transactional surveys. Transactional CSAT surveys.

Survey 52
article thumbnail

2017 Results for the National Customer Service Survey are out

Vocalabs

2017 Results for the National Customer Service Survey are out. We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. Peter Leppik. Tue, 2018-02-27 16:30. About Vocalabs.

Survey 48