GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Survey 186

Survey Customer Service Engagement Customers 186

InMoment XI

MAY 4, 2022

In fact, according to a survey conducted by Korn Ferry , 33% of employees plan to look for a new job due to being bored and needing a new challenge. Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Maz Iqbal

DECEMBER 27, 2014

Summing Up The State of Customer Experience As At 2014. Then there are folks who oversee the execution and compilation of customer surveys – they have also chosen to sit under and claim the Customer Experience label.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

Very Best Service

OCTOBER 6, 2014

Customer service week is taking place from 6th October 2014 until 10th October 2014. Once again, we list below some of the initiatices we have come across, mainly via Twitter. Click here to see what happened during customer service week 2013. customer service celebration customer service week'

Customer Service 87

Customer Service Customers Survey Meeting 87

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. To date, we’ve collected more than 15,000 survey responses, and we’ll continue to collect data well into December.

Trends 86

Trends Retail Omni-Channel Customer Satisfaction 86

Comm100

FEBRUARY 19, 2014

Stats from eDigital Customer Service Benchmark where 2,000 consumers were surveyed regarding their experiences with various customer service channels indicate web chat has the highest satisfaction rating. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Chat Away in 2014.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

GetFeedback

FEBRUARY 6, 2019

Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Read Article.

Tips 276

Tips Feedback Survey Conference 276

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Discover instead how to leverage technology – like with Clicktools surveys that integrate with CRM – to better understand and delight customers. The winner will be announced by mid June 2014. . The post News and Updates – June 2014 appeared first on Strativity.

CEM 52

CEM Culture CRM Innovation 52

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : This article presents a series of questions you can include in your employee survey to measure employee empowerment. The topic of empathy topped the list of posts this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 21, 2014

A couple of months ago, I shared findings from the 2014 Maritz Voice of the Customer Challenges and Practices Survey showing that organizations increasingly are trying to capture and leverage information from social media (A Little Secret About Social Media).

Social Media 200

Social Media Survey Retail Customers 200

InMoment XI

NOVEMBER 21, 2014

A couple of months ago, I shared findings from the 2014 Maritz Voice of the Customer Challenges and Practices Survey showing that organizations increasingly are trying to capture and leverage information from social media (A Little Secret About Social Media).

Social Media 200

Social Media Survey Customers 200

InMoment XI

NOVEMBER 21, 2014

A couple of months ago, I shared findings from the 2014 Maritz Voice of the Customer Challenges and Practices Survey showing that organizations increasingly are trying to capture and leverage information from social media (A Little Secret About Social Media).

Social Media 200

Social Media Survey Customers 200

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. They often cover up these challenges by saying “surveys don’t work.” One of the greatest challenges in using email surveys is having your customers open and complete them. Not keeping the customer survey lean.

Survey 147

Survey Net Promoter Score Case Study NPS 147

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article.

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

OCTOBER 20, 2014

In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. View Article

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article.

Social Media 200

Social Media How To Measurement Survey 200

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article

Social Media 200

Social Media How To Measurement Survey 200

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article

Social Media 200

Social Media How To Measurement Survey 200

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. I’d love to hear how you think and process capturing that flavor in your design approach and how Avnet built its relationship survey with the employee experience in mind.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Ann Michaels and Associates

JUNE 24, 2018

Probably not in the near future, but they can be a beneficial supplement to your current survey strategy. Text messaging appears to be a useful way to contact survey respondents, particularly those who tend to have lower response rates with traditional survey methods, such as young adults. How Text Message Surveys Work.

Survey 40

Survey Groups Study Report 40

Experience Matters

OCTOBER 27, 2014

As you can see in the charts below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S. Led by a five point improvement in credit cards, 13 out of the 19 industries improved between 2013 and 2014. Hotels dropped eight points from 2013 to 2014, by far the largest of the three industries that declined.

Hotels 248

Hotels Retail Industry Measurement 248

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Is that why customer journey mapping, and VoC surveying, are so common place. In this conversation I want to talk about CX improvement. What Does It Take To Excel At The Customer Experience Game?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Think Customers

DECEMBER 9, 2014

In an ideal world, employee satisfaction surveys are intended to provide senior management with rich insights into the state of workforce morale and areas for improvement that are actionable. According to PwC Saratoga''s 2013/2014 U.S. But one of the biggest problems with annual or bi-annual polls is that action often isn''t taken.

Survey 74

Survey Employee Engagement Report Engagement 74

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 81

Feedback Survey Case Study Analytics 81

Confirmit

DECEMBER 21, 2016

At this time back in 2014, I was just getting ready to start. It’s satisfying to reflect on a program that was just starting out a year or two ago and now has multiple surveys, reporting, Action Management, integration with Salesforce, Text Analytics. I’ll never forget the first week at the Confirmit Emeryville office.

Customer Voice 53

Customer Voice Technology Consulting Report 53

QuestionPro Audience

OCTOBER 2, 2018

To gain insight into the consumer’s mind, the company uses surveys to conduct market research. Their surveys include questions about how their current products function, and what they would like changed in order to improve the product. Three years later, in 2014, Google bought the company for $3.2

Brands 191

Brands Marketing Consumers Survey 191

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48