Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Self Service 75

Self Service Customer Service Social Media NPS 75

ShepHyken

MARCH 18, 2019

Improving NPS for a Better Customer Experience by Kathy Doering. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

SurveySparrow

SEPTEMBER 15, 2019

It is highly likely you have been asked the famous question either through an NPS email survey or a widget, which is this-” How likely are you to recommend our product on a scale of 0 to 10?” You might have ignored some of these surveys too. But when you are the one sending out surveys, you want higher response rates.

NPS 40

NPS How To Survey Feedback 40

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ProProfs Chat

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Survey 83

Survey Conference NPS Feedback 83

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. The 2019 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE. Satmetrix Systems, Inc.,

Net Promoter Score 45

Net Promoter Score NPS Leadership Software 45

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Daniel Group

SEPTEMBER 18, 2019

So often we hear from our clients about receiving negative surveys and how these types of surveys dampen moral. In our blog, “ Service Recovery Excellence: Making Lemonade out of Lemons, ” we explain how to turn a negative survey response into an opportunity. And the survey says… meh. Driving improvements.

Strategy 40

Strategy Net Promoter Score Effort Score NPS 40

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . CSAT and CES and NPS, oh my!

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySparrow

JULY 17, 2019

Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar. With the conversational interface, SurveySparrow enables you to create and share engaging, chat-like surveys. The feature-rich platform ensures unhindered survey building experience.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Net Promoter Score 73

Net Promoter Score Survey Effort Score Customer Experience 73

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. People Maps.

Effort Score 75

Effort Score Analytics Report Data 75

Survaider

MARCH 19, 2019

Improving your Net Promoter Score or NPS is a problem at hand that businesses are dealing with. The answer to the solution isn’t a magic spell.

Net Promoter Score 77

Net Promoter Score Tips Survey NPS 77

Survicate

APRIL 17, 2019

As of 2019, Mailchimp (now so much more than just an email marketing tool) takes pride in partnering up with other leading marketing tools on the market. So how does Mailchimp survey integration further empower you to reach your goals? Tip: Don’t limit yourself to running NPS surveys via email only.

Survey 76

Survey Net Promoter Score NPS Social Media 76

SurveySparrow

APRIL 29, 2019

There is a fine line between following up with customers while the lead is warm, and pestering your customers with spammy emails and infinite surveys to find out what they think of your all-new spinach-flavored pizza topping (or something so bizarre that no one actually cares about). Being a bother is the last thing you’d want anyday.

Tools 75

Tools Feedback Survey Software 75

Gainsight

APRIL 15, 2019

So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? Speaking of 2020, that’s the theme of Pulse 2019: 20/20. Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? Welcome back!

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Thematic

JANUARY 17, 2019

Collected all of your survey data? If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization.

Analysis 98

Analysis Survey Data How To 98

Wootric

DECEMBER 21, 2018

To our surprise, most of this feedback originated on competitor survey platforms like Qualtrics and review sites like GlassDoor. While most of this feedback has been collected through surveys, a significant portion came from support chats, social media and phone surveys. survey responses and online reviews) into the platform.

Analytics 67

Analytics Survey e-support Analysis 67

Retently

JULY 28, 2023

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

SurveySparrow

DECEMBER 8, 2018

10 Best Qualtrics Competitors in 2019. The best part: Their NPS surveys are one of the best out there. Only gigantic corporates with a small fortune set aside for surveys need come this way. A powerful survey tool with an impressive collection of question types, QuestionPro is a decent alternative to Qualtrics.

Management 74

Management Survey Effort Score Tools 74

SurveySparrow

JUNE 26, 2021

Mobile App Surveys: Questions To Ask And Best Practices To Follow. They just need a well-crafted survey for that. And using a mobile app survey can do the job brilliantly. And to help you use mobile app surveys to their full potential, we’ll share the best survey questions and practices for these surveys.

Survey 52

Survey NPS Feedback User Experience 52

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

FEBRUARY 8, 2019

No matter what you do, you will always have those customers who will give you an 8 or 9 on a Net Promote Score (NPS) survey, because, they will say there is always room for improvement, even if they are satisfied customers. What is a Good NPS Score & What Should We be Aiming for? Customer Success Around the Web.

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. We know that surveys aren’t the be-all-and-end-all of customer experience — in fact the vast majority of your customers will never actually fill out a survey.

Feedback 58

Feedback Social Media Tools Touchpoint 58

Wootric CX Blog

JANUARY 9, 2019

“In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management.

Feedback 40

Feedback Management Comparison ROI 40

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. After all, you can always run more than one survey if you are looking to consider multiple angles. Begin with the End.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Mr. McDonald passed away in January of 2019. A permanent autonomous CX department requires administration and supervision, distracting from CX work.

NPS 130

NPS System Meeting ROI 130

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. NPS enhanced by 45%. KPI #3: Net Promoter Score (NPS). Truck rolls reduced by 19%.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” If your customer survey response rates go up, is that a win? If your customer journey stinks, another survey that gets “gamed” by employees won’t lead to better business outcomes.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

SurveySparrow

MAY 21, 2019

Employee feedback shouldn’t be the annual hogwash that you do once and forget about- if you agree, SurveySparrow ought to be your go-to survey software. With recurring surveys, lots of personalization, and closing the feedback loop approach, you’ll be hard-pressed to reason why not. Price: Starts at $19 a month.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Chattermill

JULY 2, 2019

How to Increase Survey Response Rates. on 3 Jul 2019. Struggling with low survey response rates? One way to increase the integrity of your data is by increasing survey response rates. But, to do this effectively, you’ll need active participation from customers with your surveys. by Sam Frampton.

Survey 49

Survey How To Feedback e-support 49

Gainsight

MAY 8, 2019

Pendo can do guides and NPS emails, but not much else. With Gainsight PX, you get a whole range of survey options to generate feedback right inside of your app. Here’s a quick breakdown of survey options for Gainsight PX compared to Pendo: Gainsight PX. NPS Surveys. Customer Effort Surveys. Custom Surveys.

NPS 49

NPS Analysis Survey Software 49

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. It solely measured the NPS, based on its feedback surveys.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Chattermill

JULY 2, 2019

How to Increase Survey Response Rates. on 3 Jul 2019. Struggling with low survey response rates? One way to increase the integrity of your data is by increasing survey response rates. But, to do this effectively, you’ll need active participation from customers with your surveys. by Sam Frampton.

Survey 40

Survey How To Feedback e-support 40