Thematic

MARCH 21, 2019

In a 2013 study, 74% of online consumers expressed frustration with websites that displayed content that had nothing to do with their interests. Surveys are a great way to start. The number one complaint I hear people say about asking their customers to complete surveys is, “I can’t ever get anyone to respond.”.

Survey 48

Survey Social Media Study Customers 48

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 102

Net Promoter Score Company NPS Effort Score 102

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I have always been intrigued to know exactly what is most important to us as consumers. I distributed a short survey to people within my networks on LinkedIn, Facebook and Twitter.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ReviewTrackers

DECEMBER 10, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). Survey data shows that Google holds 57.5 In 2018, online reviews influenced 66.3

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

Experience Matters

APRIL 16, 2015

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. This data snapshot breaks down the results by income level, education level, and, most expansively, by age.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Confirmit

DECEMBER 18, 2016

I try to apply this to everything in my life including Confirmit Horizons which, for both surveys and reports, has incredible potential to deliver beautifully designed interfaces. I’m a huge fan of great design. From cars to clothes, if things look good they make me happy.

Survey 56

Survey Customer Voice Training Consulting 56

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is following a 14-point decline between 2013 and 2014. Virgin Mobile has been steadily improving its ratings over the past five years. In 2014, U.S.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. in 2014 to 60.0% in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Second to None

FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. “The What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

ReviewTrackers

AUGUST 11, 2017

Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . That is up from 25 percent of patients in 2013. Online reviews and publicly posted patient feedback also serve to complement patient perspectives outlined in HCAHPS survey responses. What is HCAHPS ?

Healthcare 83

Healthcare Hospitality Social Media Survey 83

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is the second year in a row that Fidelity took the top spot; although, it still took second place every year between 2011 and 2013. in 2014 to 64.0%

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average industry score for success remained steady at 84%, which it has stayed at since 2013.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Esteban Kolsky

MARCH 2, 2016

The report found that the number of consumers using social media to resolve customer service issues has dropped compared to two years ago. Social media was the channel with the highest percentage of abandons in both 2013 and 2015, with the number rising from 32 percent to 42 percent over that period. What do you think?

Customer Service 60

Customer Service Social Media Case Study Study 60

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel.

Meeting 66

Meeting Advertising Consumers Comparison 66

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Overall, health plans averaged a 54% rating and placed 18 th out of 20 industries. Kaiser Permanente came in second with a rating of 66% and an overall ranking of 136 th.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? The problem with CLOs.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I also always get a survey after the flight, which is far too many of them. Peppers agrees that this data isn’t ideal for measuring Customer Experience performance but says that VOC surveys are essential to discover areas of opportunity in the experience.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to Accenture , 41% of U.S. Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences.

Tools 157

Tools Customer Service Chatbots How To 157

ProProfs Chat

FEBRUARY 19, 2021

It involves a great effort which is both time-consuming as well as frustrating. released in the year 2013. Range Scale of 1-7 : This scale arrived in 2013 after fine-tuning the 2010 edition. A customer effort score survey helps you identify the problem areas faced by customers and put corrective action in place.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

ReviewTrackers

FEBRUARY 20, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). Survey data shows that Google holds 57.5 In 2018, online reviews influenced 66.3

Hospitality 78

Hospitality Healthcare Marketing Insurance 78

Experience Matters

MARCH 16, 2015

We recently released the fifth annual Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. We asked consumers to rate three components of the experience, Success, Effort, and Emotion , on a 7-point scale. How do you calculate the ratings ?

Effort Score 120

Effort Score Guidelines Groups Industry 120

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. In fact, Hello Customer has made itself indispensable to businesses that wish to adapt to fast-changing consumer trends.”. New fundraising round supports ongoing growth.

B2B 98

B2B Feedback Technology Customers 98

Velaro

AUGUST 25, 2015

In a report by BI Intelligence , it was found that in 2013 up to 74% of online shopping carts were abandoned, totaling more than $4 billion in product abandonment! Of course there are a number of factors that play into this, but it is also a known fact that live chat software helps reduce abandonment rates.

Tips 113

Tips Abandon Rate e-support Software 113

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This was 10 percentage points higher as compared to a similar survey conducted in 2011. Shep Hyken. What Message Are You Conveying?

Loyalty 85

Loyalty Policies Consumers Exercises 85

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. As our readers know, SurveySparrow is always hard at work, building next-generation digital tools designed to help you enhance your Customer Experience (CX) initiatives (see our online survey tools , our offline survey tools , or our chatbot tools for example).

Advertising 71

Advertising Chatbots Survey e-support 71

C3Centricity

OCTOBER 8, 2017

One of the best examples of this is still Oreo’s reaction to the power outage at the Superdome during the Super Bowl XLVII in 2013. However, online is where a lot of consumers get their brand and category information today, so you can’t ignore these video channels. ” Read more in this article on Wired.

Marketing 120

Marketing Social Media Loyalty Brands 120

CX Journey

DECEMBER 20, 2017

The Accenture 2013 Global Consumer Pulse Survey found that 58% of customers are frustrated with inconsistent experiences from channel to channel. If executed correctly, this creates a positive association in a customer’s mind that is reinforced with every interaction.

Communication 137

Communication Brands Social Media Touchpoint 137

ijgolding

JUNE 14, 2016

If we are able to change mindsets and behaviours to stop TALKING about Customer Experience and actually DO it through ‘operationalising’ Customer Experience – then maybe, just maybe, customers, clients and consumers will really start to notice the difference!

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Innovative CX

NOVEMBER 21, 2019

Surveys, interviews and similar research instruments give us the specifics on what customers say about our products and services. A study by Oracle once stated that 91% of the organizations surveyed wanted to be a CX leader in their industry, but only 37% are just getting started and 21% consider their initiative in an advanced stage.

Customer Experience 40

Customer Experience Airlines Customer Journeys Study 40

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. This channel also has the highest satisfaction rating after voice with consumers. Web Chat – Customers Love It! Chat Away in 2014.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Magellan Solutions

JUNE 27, 2019

From schools to services, even FMCG (Fast-moving Consumer Goods) to clothing brands, as long as your business has constant and direct contact with consumers, partnering with a live chat service provider can help your company build relationships with them. And remember, these numbers came from 2013. What do these numbers show?

Apparel 40

Apparel Retail Omni-Channel Sales 40

Magellan Solutions

APRIL 24, 2021

Invest in technologies that aim to reduce time-consuming or repetitive work. ISO/IEC 27001:2013. ISO/IEC 27001:2013 is the security standard for Information Security Management Standards (ISMS). We guarantee the quality of service, as our company is ISO 27001:2013-certified and HIPAA-compliant. Communication Issues.

Healthcare 52

Healthcare Call Center Insurance Banking 52

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Upwave

OCTOBER 21, 2013

We used our consumer survey service to ask 5,913 Americans if they thought the Washington Redskins should change their team name. Using the original survey as a control, we found that non-NFL fans were 15% less likely to answer “I have no opinion” when faced with the team logo in an otherwise identical survey.

Survey 26

Survey Consumers Data 26

Upwave

DECEMBER 16, 2013

Given the public discourse on information gathering and transparency, we at Upwave were curious to see which tech companies have garnered trust among consumers. To do so, we used our consumer survey tool to ask 3,175 online respondents to rank a group of companies in order from their most to least trusted. In tech we trust.

Consumers 26

Consumers Groups Course Trends 26

Vonage

OCTOBER 22, 2015

John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120