NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. We perform yearly surveys to capture comprehensive insights around how master marketers are using social media analytics to grow their businesses.

Social Media 65

Social Media Report Survey Marketing 65

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey.

Trends 529

Trends How To Social Media Survey 529

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. It presents findings from a comprehensive survey of 588 senior EMEA marketers, sharing what they’re doing to get and stay ahead of competitors, and how you can do the same. We have a robust sample size sharing insight in this survey report.

Social Media 53

Social Media Report Survey Marketing 53

InMoment XI

SEPTEMBER 28, 2022

Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., Customer experience (CX) measurement has become a priority for most large organizations. is viewed as an imperative. And for good reason. This is a belief I’m incredibly passionate about.

Customer Journeys 558

Customer Journeys Customer Experience Exercises Consulting 558

InMoment XI

JUNE 27, 2019

2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. Look Who Turned 50! The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

Study 369

Study Automotive Consumers Survey 369

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Survey 76

Survey NPS B2C B2B 76

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Survey 164

Survey Customer Service Social Media Telecommunications 164

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

JUNE 3, 2019

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each. My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue.

Customer Service 115

Customer Service Social Media Survey Customer Confidence 115

Oracle

MARCH 4, 2019

Here are 4 tips for improving the digital customer experience in 2019. Watson says, “A simple but effective way of getting customer feedback is to provide a quick and easy survey for them to fill out while they are on your site. The post 4 Digital Customer Experience Strategy Tips for 2019 appeared first on SmarterCX.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

Alliance by IFS

NOVEMBER 15, 2018

In this new video interview, Field Service News sits down with Astea’s Managing Director – EMEA John Hunt to explore the key trends for service-centric manufacturers as we head into 2019. As we prepare for 2019, there are a few key trends that stand out among service-centric manufacturers.

Trends 77

Trends Video Social Media Software 77

datastax

JANUARY 2, 2019

With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics . To this end, data governance will become increasingly prominent in 2019 and beyond.

Trends 105

Trends Data Management Government 105

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. (I wrote a book on it!)

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Survey Case Study Training 109

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. Short surveys about products, customer satisfaction, and wishes of your loyal customers.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

Helen Dewdney

MAY 18, 2022

In 2019 the average hold time was 1 minute 18 seconds, in 2020 2 minutes 7 seconds and in 2021 the average time that mobile customers had to wait to speak to someone in customer services was 2 minute 15 seconds. The post Ofcom customer satisfaction survey results 2022 first appeared on The Complaining Cow. Source: Ofcom.

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. In fact, in a survey of 369 participants, 53% agreed that improving customer satisfaction is the top priority for service leaders. Improving CX results is the #1 priority for service leaders.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. SuperOffice’s survey of 1,920 business […]. Most Brands Just Aren’t Listening.

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. Only then will they be able to truly differentiate their organisation and help drive growth.”

Customer Service 78

Customer Service CRM Report Leadership 78

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

SurveySparrow

OCTOBER 10, 2019

Dreamforce 2019 is round the corner and we can’t keep calm! Here’s an article that has the answers to all your questions concerning Dreamforce 2019. Here’s an article that has the answers to all your questions concerning Dreamforce 2019. Our team from SurveySparrow will be present at Dreamforce 2019! Yes, we do too!

Conference 73

Conference Course Hotels Innovation 73

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

We conduct product delivery surveys for this client, and these surveys are designed to measure customer satisfaction with the product and their sales process. They wanted to know which of the questions on the survey were most strongly correlated with overall satisfaction and likelihood to recommend.

Strategy 52

Strategy B2B Loyalty Social Media 52

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Given the results from your last NPS survey, you will need two sets of metrics… Average annual spend and average number of referrals per NPS category. If they don’t, there may be an issue with the survey. Surveys are a commodity.

ROI 123

ROI NPS Metrics Financial 123

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! Who did we survey exactly? EMEA Survey Respondents. The EMEA customer experience experts surveyed had titles like Agile Coach and Head of Success – and if you think those sound extremely specific and insight-focused, we’d have to agree! Online reviews.

Report 52

Report Analytics Entertainment Survey 52

Forrester's Customer Insights

FEBRUARY 4, 2019

I am pleased to announce that Forrester and SEMPO (Search Engine Marketing Professional Organization) are partnering for the second year in a row to field a Search Marketing Survey. From last year’s survey, we highlighted five key trends from the survey that we saw in the search marketing industry.

Survey 49

Survey Marketing Trends Industry 49

ShepHyken

MARCH 18, 2019

My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. It’s another to properly use that feedback. And, that’s what this article is about.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Retail Customer Experience) Recently, www.Brightpearl.com conducted a survey of millennial shoppers that showed millennials can be particularly hard to please. Well, that’s a bold (overtly general) statement. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service ROI Customer Service Training CRM 95

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

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 . 2019 is almost a wrap.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Daniel Group

OCTOBER 18, 2019

Entrepreneur’s “ How to Ask Survey Questions for Maximum Marketing Benefit ” explains the key to survey questions is asking the right indirect questions at the right time. From our blog, “ When is a B2B Customer Satisfaction Survey too Long? There is no one “best” survey mode.

Strategy 40

Strategy B2B Survey Customer Satisfaction 40

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 Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

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

ProProfs Chat

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. These days, surveys have been increasingly used to create standard and long-lasting leads for your business. What are Lead Generation Surveys? What are Lead Generation Surveys?

Survey 52

Survey Advertising Social Media Touchpoint 52

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. This is a great habit to establish for 2019. Taking the time to set yourself up now means you can hit the ground running as 2019 hits. What a way to ring in 2019! Look Back to Look Forward. The results are just as instantaneous.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72