Feedback

NOVEMBER 24, 2016

With feedback coming from everywhere online (online reviews, social media comments, customer feedback surveys, among others), businesses can more easily and instantly gain access to “Voice of the Customer” data and use this to measure and optimize the overall customer experience.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Pretium Solutions

NOVEMBER 4, 2011

Look at the results from any current survey out there measuring customer and brand loyalty. Pretium Solutions calls this new conversation The Golden Touchpoint™. The principles and behaviors of Pretium’s Golden Touchpoint™ change that landscape.

Net Promoter Score 49

Net Promoter Score Brands Touchpoint Loyalty 49

Answer Dash

OCTOBER 15, 2018

The marketing technology ecosystem has exploded in the last decade, ballooning from about 150 martech companies in 2011 to roughly 7,000 today. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Touchpoint 76

Pretium Solutions

NOVEMBER 4, 2011

Look at the results from any current survey out there measuring customer and brand loyalty. Pretium Solutions calls this new conversation The Golden Touchpoint™. The principles and behaviors of Pretium’s Golden Touchpoint™ change that landscape.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

Pretium Solutions

NOVEMBER 4, 2011

Look at the results from any current survey out there measuring customer and brand loyalty. Pretium Solutions calls this new conversation The Golden Touchpoint™. The principles and behaviors of Pretium’s Golden Touchpoint™ change that landscape.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

Enalyzer

OCTOBER 9, 2020

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.

Survey 52

Survey Net Promoter Score Customer Experience Effort Score 52

Stella Connect

JUNE 25, 2018

Agent Training vs. First Call Resolution © 2011 MetricNet, LLC and United Business Media LLC. Agents can’t be experts in everything, but they can be touchpoints for a lot of things. Always ask customers to confirm whether their issue has been resolved both on the phone and through post-contact surveys. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Agent Training vs. First Call Resolution © 2011 MetricNet, LLC and United Business Media LLC. Agents can’t be experts in everything, but they can be touchpoints for a lot of things. Always ask customers to confirm whether their issue has been resolved both on the phone and through post-contact surveys. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Comm100

NOVEMBER 13, 2022

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . Surveys and polls . This meant a shift away from efficiency metrics towards agent wellbeing.

Tools 195

Tools Customer Service Tips Omni-Channel 195

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Confirmit has once more managed to produce a remarkable new version of Horizons. and ultimately—to be right.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

PeopleMetrics

JANUARY 28, 2021

I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it. I take a survey, and then at the time, my only thinking of it was, "this goes into a void and then I don't know what happens with it." We're measuring after a touchpoint, hopefully a "moment of truth."

Feedback 62

Feedback Customer Experience ROI Industry 62

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. Feedback is collected both proactively (through CSAT surveys) and passively (using reviews, social and customer support). But one company in particular continues to stay ahead of the curve.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Chattermill

SEPTEMBER 3, 2019

Dollar Shave Club was one of the first direct-to-consumer subscription boxes to enter the scene in 2011. Feedback is collected both proactively (through CSAT surveys) and passively (using reviews, social and customer support). But one company in particular continues to stay ahead of the curve.

Customer Experience 40

Customer Experience Fashion Feedback Customer Journeys 40

Confirmit

MAY 29, 2018

It implies that although the aim should always be to keep your survey questions short and to the point, you do need to include: The Why question following the NPS® question. But a survey based on Net Promoter, like any other customer feedback, means nothing if you don’t take actions based on the insights you’re getting.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Currency Alliance

FEBRUARY 10, 2020

Surveys[iii] show supermarket customers are primarily motivated by functional drivers: value, and convenience. It also rewards customers with points for participating in product reviews – providing valuable feedback data – and the opportunity for customers to earn on non-purchase touchpoints. There are other things you can do, too.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52