SuiteCX

FEBRUARY 7, 2017

Measure and test –reinforce the value of testing and failing. Customers are happy to provide you with feedback if they think you will listen and adjust. “67% of large companies rate themselves as being good at soliciting customer feedback, but only 26% rate themselves as being good about making changes based on the insights.”

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”.

Trends 0

Trends Social Media Advertising e-support 0

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. It also helps to: measure customer satisfaction. © 2003 - 2017 Provide Support LLC. improve products and services. Read more.

Feedback 74

Feedback Survey Customer Satisfaction Measurement 74

Feedback

FEBRUARY 22, 2017

Understanding online patient feedback can help. What Are Patient Feedback Websites? The measure of a medical practice is more than numbers. But patient feedback provides a different kind of benchmark though – and while subjective, is still quite valuable. Using Patient Feedback as an Effective Tool.

Healthcare 100

Healthcare Feedback Insurance Metrics 100

Vocalabs

FEBRUARY 27, 2018

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

Survey Customer Service Banking Metrics 48

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. Customer Experience Conferences and Events.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. Measure that happiness in a quantifiable way. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Join us at SaaStr 2017. You need to be regularly assessing how your customers feel.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. Measure that happiness in a quantifiable way. Here’s my top tips for measuring and maintaining customer happiness this year: 1) Timing is crucial. Join us at SaaStr 2017. You need to be regularly assessing how your customers feel.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

Experience Matters

APRIL 24, 2018

That’s why Temkin Group has been measuring forgiveness for eight years. It uses feedback from 10,000 U.S. It uses feedback from 10,000 U.S. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry.

Groups 154

Groups Industry Loyalty Consumers 154

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Most have realized it takes a combination of measurements to get it right. It’s time to get to work.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Ultimately, pizza brands must be willing to collect, listen and respond to customer feedback to find success in the modern marketplace. 1,2,3,4 [link].

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. How important is customer feedback as a component of customer experience? Numbers are just measures of things that we know how to measure, but they don’t typically tell the full story. One caution, however.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. A Customer Experience Officer could also gather customer feedback from frontline employees and share it with other departments or C-level officers.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions. Determine the goal.

Data 40

Data Metrics Video Customer Centricity 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions. Determine the goal.

Data 40

Data Metrics Video Customer Centricity 40

Talkdesk

JUNE 22, 2017

CSAT scores are a great way to measure customer happiness because of the system’s simplicity and versatility. By providing entire text messages, teams can see beyond CSAT scores and gain visibility into feedback that adds new insights into interactions. The post June 2017 Product Release appeared first on Talkdesk.

Call Center 40

Call Center Report Metrics Customer Journeys 40

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists. Stuart seemed to think I wanted to know what would happen to the agent following my feedback…that wasn’t what I wanted at all.

Feedback 120

Feedback Examples Survey Customers 120

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. Takes customer feedback seriously I personally never owned a Tesla before, but I did a test drive of the Tesla Model S once. The charging time would only improve in later updates.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

AUGUST 28, 2017

This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Ideas like understanding industry benchmarks and using feedback are for everyone. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. Create a job application form, where applicants can upload their CVs or create a feedback form that allows people to upload screenshots and better explain their queries. 2017 was the year we added German to our family.

Social Media 62

Social Media Survey Report Software 62

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

CX University

FEBRUARY 19, 2018

CX University announces today updates to its CX Quotient (CXQ), a measurement tool to benchmark one’s knowledge about Customer Experience (CX) competencies. Originally released in 2017, the CXQ underwent testing for statistical validity to ensure the system’s rigor in measuring test-taker’s actual knowledge of CX competencies.

Measurement 40

Measurement Tools Study Feedback 40

Alida

MARCH 21, 2018

Although there are many effective tools available to measure and monitor CX performance, too many focus on discrete transactions and don’t provide a holistic view of the customer experience. Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. In 2017, I had the pleasure of heading the jury for the Service Design Awards. This final post will focus on service delivery.

How To 120

How To Conference Culture Analytics 120

NICE inContact

OCTOBER 31, 2019

Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ). Provide immediate feedback. Set clear goals.

Contact Center 136

Contact Center Management Call Center Sports 136

Amity

DECEMBER 12, 2017

The truth is, Customer Success has to be measured to be proven.” “NPS is a lean, effective method for measuring customer happiness and getting actionable feedback. “A lot of us got into Customer Success because we enjoy helping customers. 40 minutes webinar. ► 20 minutes Q&A. 35 minutes webinar. ►

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

Storyminers

JANUARY 12, 2017

We’ve updated it for 2017. 2017 Answer. 2017 will be the year of smarter customer experiences. How important is customer feedback as a component of customer experience? Numbers are just measures of things that we know how to measure, but they don’t typically tell the full story. One caution, however.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.

Metrics 40

Metrics Measurement Innovation Net Promoter Score 40

Clarabridge

MAY 2, 2017

Following a quick break, Jon Levenhagen, Customer Insights and Measurement Manager of American Family Insurance, broke down how companies need to build a customer-centric company culture across the whole organization to meet the needs and expectations of today’s customers. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Gainsight

JULY 19, 2019

— Torben Rick (@torbenrick) September 18, 2017. We’re really excited about NXT as it represents a distillation of thousands of points of product feedback and will unlock so many doors for our customers. Example of cohort analysis measuring weekly user retention. Change as seen from a product management operations lens.

Measurement 40

Measurement Comparison Analysis Groups 40

CustomerGauge

AUGUST 30, 2017

Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. Inundated with too much news this month?

eBook 87

eBook NPS Measurement Feedback 87

CX University

SEPTEMBER 11, 2018

The program focuses on actions taken to address challenges above measurable results. Receiving feedback from employees helped USPTO to identify the engagement value of the Telework Program and to expand the program, but it is only partially an engagement initiative. How Can Mature Organizations Retain Talent? Accessed on July 19, 2018.

Management 209

Management Employee Engagement Government Engagement 209

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. What do you think you did to earn this kind of feedback? It’s all about your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. You still want to measure the current behavior of the customer. Is your business keeping up?

Customer Service 84

Customer Service Airlines Feedback Social Media 84

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. reputational risk is intangible and hard to measure. Manage online reviews, social media, and customer feedback. Be open to and properly manage employee feedback. Its impact is very real.

Banking 94

Banking Management Social Media How To 94

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354