Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. This approach is detailed in my blog post 3 Steps To Better Customer Research. You can find more on each of these four criteria in my blog post Which Customer Journeys Should You Map? A Deep Dive Into Customer Experience.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

ChurnZero

MAY 4, 2023

This means someone who understands community building, possesses a creative mind, and has both the experience and enthusiasm to facilitate relevant conversations. Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input.

Tips 98

Tips Gamification Feedback Customer Success 98

Customer Bliss

NOVEMBER 6, 2018

Now, like you, they were using a lot of survey feedback and survey information, which is pretty typical. However, when we only use survey information, we don’t necessarily get as deeply into customers’ lives as when we go and observe our customers or speak with them one-on-one. On the Importance of Personas.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

SurveySparrow

APRIL 22, 2022

Imagine analyzing a survey where no two people from your target audience want the same feature. They’ll scratch their heads and scream internally to find the point of surveying if it’s not helping them decide better. That’s where surveys would accumulate data to help teams make faster and better decisions. Their jaws would drop.

Examples 52

Examples Survey Culture Leadership 52

Pink Guava

APRIL 28, 2021

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences. We highlight three tenets through this blog to improve the feedback for actionable inputs.

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. You’re looking for the best employee experience tools to gather this priceless feedback. Look for features such as anonymous surveys and unique links.

Tools 52

Tools Feedback Analysis Survey 52

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Measurement 118

Measurement Effort Score Customer Experience Data 118

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. It allows businesses to understand how well they meet customer expectations and identifies opportunities to enhance the overall customer experience. So, how to stop this?

NPS 52

NPS Customer Centricity Survey Feedback 52

Totango

OCTOBER 26, 2021

Those who answer 7 or 8 are classified as passives who are satisfied with your brand but unenthusiastic, making them candidates for your competitors to lure away. Totango CSAT surveys allow you to focus on satisfaction with particular transactions, providing more granular insight into what’s driving your CSAT scores. Click to enlarge.

NPS 87

NPS Customer Success Customer Journeys Net Promoter Score 87

Totango

OCTOBER 26, 2021

Those who answer 7 or 8 are classified as passives who are satisfied with your brand but unenthusiastic, making them candidates for your competitors to lure away. Totango CSAT surveys allow you to focus on satisfaction with particular transactions, providing more granular insight into what’s driving your CSAT scores. Click to enlarge.

NPS 86

NPS Customer Success Customer Journeys Net Promoter Score 86

Totango

AUGUST 3, 2021

Some of the most common errors involve not delivering enough value to motivate a purchase, delivering so much free value that there is no incentive to buy, and failing to deliver enough support for freemium users to experience your product’s value. Fortunately, there are solutions for each of these common mistakes.

Sales 118

Sales Strategy Social Media Knowledge Base 118

SurveySparrow

JULY 31, 2023

By systematically gathering, analyzing, and managing customer feedback , businesses gain invaluable insights that fuel growth and enhance customer experiences. In this blog, we’ll delve into the world of VOC methodology, exploring its process, methods, sentiment analysis, and real-life examples. The best part?

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Centercode

FEBRUARY 5, 2021

Build your technographic specifications into your qualification survey. The best way to discover the testers who fit that bill is to use a qualification survey to screen them during the application process. We’ve got more detailed guidelines about writing a qualification survey on the Centercode Blog.

Wireless 98

Wireless Guidelines Survey Connections 98

ChurnZero

JANUARY 25, 2024

CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling. As the awareness of CS’s impact grows, so does its ownership of revenue. Today, hybrid models are becoming more common.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service.

Measurement 84

Measurement Effort Score Customer Experience Data 84

NICE inContact

JUNE 9, 2016

There is a lot of lip service paid to improving customer experience, but it can only be achieved one interaction at a time. Looking at quality of your interactions based on your current processes is critically important to create great customer experiences. A great place to start is speech analytics.

Contact Center 120

Contact Center Analytics Training Data 120

SurveySensum

OCTOBER 18, 2023

Customer feedback is the valuable insights provided by customers about their experiences with a product, service, or brand. This is a great channel for customer to share their thoughts and experience with your brand. Recognize and appreciate the employees who contributed to the positive experience.

Feedback 52

Feedback Competitive Advantage Trends Survey 52

ClientSuccess

SEPTEMBER 30, 2020

In a recent blog post, Stengel Solutions outlines their approach to finding the right candidate: “Of course, when forming a CAB you need to understand its purpose, but you also need to know what specific skills to seek. In general, look for diverse skills, expertise and experience. Annual Customer Survey. Inquiry Survey.

How To 75

How To Net Promoter Score Groups eBook 75

Totango

OCTOBER 26, 2021

Those who answer 7 or 8 are classified as passives who are satisfied with your brand but unenthusiastic, making them candidates for your competitors to lure away. Totango CSAT surveys allow you to focus on satisfaction with particular transactions, providing more granular insight into what’s driving your CSAT scores. Click to enlarge.

NPS 62

NPS Customer Success Customer Journeys Net Promoter Score 62

Comm100

NOVEMBER 10, 2016

After finding and interviewing your candidates, make sure your prospective hires are trustworthy in addition to competent. But that alone won’t verify the legitimacy of your candidate, as there are companies that can pretend to be references for job-seekers— and quite convincingly so. Distribute workloads based off experience.

Abandon Rate 140

Abandon Rate Retail Tips Metrics 140

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. Actions speak louder than words.

Survey 137

Survey Trends Advertising Data 137

Wootric CX Blog

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. Tech savviness .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

PeopleMetrics

JANUARY 10, 2018

Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.

CEM 74

CEM Management Survey Feedback 74

Customer Alignment

FEBRUARY 16, 2018

One of the most tried and tested means employed by organisations to measure employee engagement is an employee survey. I have found different figures quoted by others as to the number of companies who run employee surveys. Survey usage ranges from a low of 66% of companies to a whopping 92%. It takes just 5 minutes to complete.

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80

Help Scout

AUGUST 15, 2018

It’s been just over a year since Help Scout last conducted our first demographic survey and shared the findings publicly. Last year’s survey was enlightening: Our company, then about 60 remote people, had moved closer to gender parity — 59% men, 41% women and non-binary people. I can be my authentic self at Help Scout. New insights.

Groups 40

Groups Survey Training Data 40

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Isn't that sacrilegious?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Customer Guru

MAY 16, 2018

Online Surveys. While online surveys are simple to execute, most often than not, they get back poor results because they are usually incomplete or responses are not of any use. One of the best ways to get the maximum out of these surveys is to ensure that they are short, sweet, and mobile friendly. Third party surveys.

Feedback 99

Feedback Industry Social Media Customer Satisfaction 99

BirdEye

AUGUST 9, 2023

In this blog post, we explore all things regarding reputation score and how you can leverage it to grow your business. By understanding what drives your reputation score, you can take steps to bolster your online reputation, improve customer experience, and identify opportunities for growth in your business.

Social Media 52

Social Media e-support Feedback Analysis 52

SurveySparrow

OCTOBER 7, 2023

In this blog, we will look into the meaning of DEI, explore the nuances, and uncover its potential to reshape workplaces for the better. Embracing this diversity involves valuing and respecting the cultural heritage and experiences that each group contributes. Employees feel that their perspectives and experiences matter.

Policies 52

Policies Culture Leadership Innovation 52

SurveySparrow

FEBRUARY 13, 2023

However, spotlights focus on the employee and their experience as a member of the company. Source: Crobox Blog Takeaways: Does your organization have lots of employees? Will people read a blog post? Such a blog can be insightful for potential candidates. Crowdsource feedback with our customizable employee surveys.

Examples 52

Examples Culture Social Media Video 52

Clicktools

DECEMBER 30, 2016

How well have you thought out your candidate experience? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inboxes? Give someone the task to follow up with these candidates. Candidates might be customers; and even if they are not, they might be eventually.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customers 45

Service Untitled

SEPTEMBER 7, 2010

Service Untitled The blog about customer service and the customer service experience. Companies that are candid tend to balance the market and restore lost trust. First place is home, second place is work, and third place is Starbucks – a place to visit, sit, relax and enjoy the warmth of the experience.

Loyalty 45

Loyalty Loyalty Programs Exercises Customer Satisfaction 45

Service Untitled

FEBRUARY 12, 2010

Service Untitled The blog about customer service and the customer service experience. Of course, the initial recruitment and interview of potential candidates is of prime importance, so know what specific personnel requirements are needed, and structure hiring decisions based on attitude, proficiency, and enthusiasm.

Exercises 45

Exercises Customer Satisfaction CRM Customer Service 45

Help Scout

OCTOBER 30, 2018

When it comes to the hiring experience, our candidates are our customers, so that customer-first mindset naturally translates. Great recruiting doesn’t require deep recruiting experience. While certainly many talented recruiters worked their way up through years of experience, it’s not the only pathway. Ten emails and 1.5

How To 40

How To Culture Leadership Tips 40

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. The winner this year was a company called Pet Relocation.

Video 41

Video Exercises Consulting Culture 41

SurveySparrow

OCTOBER 19, 2020

Online surveys have never been so crucial in the business world as it is now. Thankfully, there has never been an easier time to collect surveys from customers and prospects alike. Online survey software like SurveyMonkey, Qualtrics, SurveySparrow, etc. Online survey software like SurveyMonkey, Qualtrics, SurveySparrow, etc.

Comparison 59

Comparison Omni-Channel Survey Software 59

Service Untitled

OCTOBER 29, 2010

Service Untitled The blog about customer service and the customer service experience. None of the employees rated pay, rewards, or advancement as the reasons they enjoyed their jobs.

Effort Score 42

Effort Score Employee Engagement Exercises Culture 42