GetFeedback

FEBRUARY 14, 2019

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. How can you tell if it’s working? These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team.

Metrics 186

Metrics Measurement Effort Score Survey 186

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Self Service 106

Self Service Effort Score Guidelines Tips 106

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Read online reviews.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Customers need to easily be able to find answers to questions and contact support when issues arise. Why CX matters today. That’s why:

Net Promoter Score 170

Net Promoter Score Effort Score How To NPS 170

SurveySparrow

FEBRUARY 7, 2024

Net promoter score is crucial for measuring patient satisfaction and loyalty in the healthcare industry. Did you know that a large chunk of Google searches are health-related ? Do you see the power of advocacy? This is precisely why this topic needed a blog! This is precisely why this topic needed a blog!

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Trade-offs Between Quant & Qual Customer Research.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. I wasn’t surprised by this problem, and I will explain why in this issue. They focused their attention on the customer-facing teams at first. After all, no one can address everything at once. NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

ROI 309

ROI How To Touchpoint Hotels 309

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Self Service 67

Self Service Effort Score Guidelines Tips 67

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? So, what should we expect in the nearest future?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. Customers can answer on a scale of 1 to 10.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

SurveySparrow

DECEMBER 24, 2023

Listening intently and catering to your customer’s needs is the only way! One great way to crack this is by using customer experience surveys ! In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. But how do we do it?

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? How to conduct customer feedback analysis?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

GetFeedback

MAY 5, 2019

Why employee satisfaction matters. This results in improved customer experience , low turnovers, increased productivity, fewer accidents, and more profits for your company. . This results in improved customer experience , low turnovers, increased productivity, fewer accidents, and more profits for your company. .

Survey 273

Survey How To Net Promoter Score Effort Score 273

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

ProProfs Chat

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Did you know?

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? However, the good news is that some have managed to double their revenue through effective customer retention strategies. Would you like to know How? In such a scenario, retaining existing customers becomes even more challenging. You’re not alone.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. If you score a 6 or under, you are a detractor.

Measurement 129

Measurement Net Promoter Score How To NPS 129

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? Shocking, right?

Analysis 52

Analysis Social Media Effort Score Survey 52

BirdEye

NOVEMBER 14, 2023

If you want your business to stand a chance in today’s market, you need your customers to sing your praises, both in real life and in the digital realm. But collecting glowing customer reviews and building a 5-star online presence takes consistent, strategic effort. Luckily, we did the work for you.

Financial 59

Financial Banking Social Media Comparison 59

SurveySensum

DECEMBER 6, 2023

Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. But hold on, do you know how to interpret these signals?

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Should you fix all reported issues? .

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. How do you build one? . How do you implement it? . Let me explain.

Net Promoter Score 133

Net Promoter Score Effort Score Consulting Strategy 133

SurveySparrow

NOVEMBER 1, 2023

Or maybe when you’ve had an interaction with customer service? They are transactional surveys, designed to capture immediate feedback while the experience is still fresh in your customers’ minds. It captures the essence of customer interaction in real time. So, why are they so important? How are they conducted?

Survey 52

Survey Customer Experience Customer Journeys Effort Score 52

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. Let’s first understand what is Product Improvement and why you need it.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. We thought you might be! Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences?

Customer Experience 52

Customer Experience Effort Score Social Media Chatbots 52

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 85

Customer Retention How To Net Promoter Score Effort Score 85

Comm100

NOVEMBER 27, 2017

But why is that? What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. The Psychology of the Apology.

Social Media 290

Social Media Video Effort Score Brands 290

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is. So, What’s the Problem?

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. You go into business to make money. Segment your customers into personas.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

ProProfs Chat

JANUARY 18, 2022

The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need. Why Should You Use a Rating Scale? What is a Rating Scale?

Examples 95

Examples Net Promoter Score NPS Survey 95