article thumbnail

Survey Reporting: How to Communicate Your Survey Results

GetFeedback

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters. Articles

article thumbnail

Dashboard and Reporting Techniques to Visually Communicate Complex Data

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article. General

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Dashboard and Reporting Techniques to Visually Communicate Complex Data

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article. General

article thumbnail

Communication providers: OFCOM figures show continuing poor communication

Helen Dewdney

Communication problems with telecom providers I have said for many years that the communications sector is the worst for communication! The report says that “Overall, complaint volumes during this quarter were broadly in line with the previous three months.”

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their. Tweet this Self-service communication options do little to quell. New communication channels have emerged.

article thumbnail

Survey Reporting: How to Communicate Your Survey Results

GetFeedback

Survey reporting isn’t a prescribed formula. To do so, many marketers create a presentation and a report. Meanwhile, a report can provide a deep-dive of statistics, methodology, and executable actions. In this article, we’ll give you some tips to create both a presentation and a report. Think of your presentation as the CliffsNotes version of your report. However, the purpose of survey reporting via a presentation is to get to the point, fast. .

Survey 195
article thumbnail

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Download report for $495. includes report plus dataset in Excel). Other firms to earn NPS of -5 or below are Commonwealth Edison , Pacific Gas and Electric , Charter Communications (TV service and Internet service), Comcast Internet service, RadioShack , Time Warner Cable Internet service, Cablevision Optimum , and Coventry Health Care. Download report for $495.

article thumbnail

Open the Channels of Communication with Your Customers

Totango

By utilizing this module, as well as our Engage Key Stakeholders SuccessBLOC , you will have the tools you need to effectively communicate with your customers, delivering the right messages at the right time.

article thumbnail

Report: Activating Executive Commitment to CX

Experience Matters

We just published a Temkin Group report, Activating Executive Commitment to CX. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […]. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey.

Report 155
article thumbnail

AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The analysis continues here by looking at an area that is easily overlooked when considering AI’s impact – AI Reporting. Reporting provides a critical link between supervisors and agents, especially with work from home and a distributed environment.

Report 78
article thumbnail

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

article thumbnail

Reputation Unveils 2022 Property Management Report Findings and Rankings

CSM Magazine

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties.

Report 91
article thumbnail

Top types of customer communication channels

Comm100

Top Types of Customer Communication Channels. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. When considering adding a new customer communication channel, a company needs to carefully consider when, how, and why a group of customers would use a certain channel. Unlike chat, ticketing doesn’t rely on real-time, person to person communications.

article thumbnail

Report: What Happens After a Good or Bad Experience, 2018

Experience Matters

Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

Report 163
article thumbnail

Report: Make Your VoC Action-Oriented

Experience Matters

We published a Temkin Group report, Make Your VoC Action-Oriented. This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. As companies adopt these five strategies, VoC teams must learn new skills and become research generalists, business consultants, compelling communicators, portfolio managers, and value creators. Download report for $195.

Report 160
article thumbnail

Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.

article thumbnail

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications. Download report for $195. Download report for $195.

Culture 218
article thumbnail

5 Insights on the Future of Customer Service (Free Report)

Stella Connect

We published these insights on the future of customer service in our free report, Customer Service Trends for 2022: Preparing for the Future of Customer Service , which is now available to download. . 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report.

article thumbnail

Organizations Pay a High Price for Poor Communication Skills

Integrity Solutions

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? In fact, the inability to communicate clearly and productively with a diverse audience is creating serious business consequences for organizations every day. Just think about how much of your workday involves communication. The High Cost of Poor Communication Skills.

article thumbnail

Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ). Download report for $195. Download report for $195.

Report 228
article thumbnail

How to Close the Loop with Customers [E-guide]

Forrester reports that closing the loop with customers — communicating with them about their feedback — is the most important thing businesses can do to improve customer relations. And yet, 61% don't have a formal process for closing the loop.

article thumbnail

Top 10 Customer Communication Management Best Practices in 2022

Quadient

Top 10 Customer Communication Management Best Practices in 2022. When it comes to customer experience (CX) strategy, customer communications are one of the most critical components of the customer journey. Your customer communications are equally important.

article thumbnail

Choosing your Customer Communication Management Software in 2022

Quadient

Choosing your Customer Communication Management Software in 2022. Customer Communication Management (CCM) software technologies emerged 30 years ago as transactional print-centric technology. What are the benefits of using Customer Communication Management software?

article thumbnail

Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2015. We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

Report 218
article thumbnail

Breaking Free from the Boundaries of Document-Based Communications

Quadient

Breaking Free from the Boundaries of Document-Based Communications. This was the beginning of CCM's transition to dynamically delivering bidirectional and multichannel customer experiences that broke free of the boundaries of the document-based communication.” . Customer Communications.

article thumbnail

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

article thumbnail

Report: Customer Communications Management in the Insurance Industry

Topdown

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. This online survey examines the insurance industry’s customer communications management (CCM) use, digital media channel trends, outsourcing preferences, feature importance, and more. Customer Experience Customer Communications

article thumbnail

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader

Quadient

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader. The IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment is now available, and I am thrilled to announce that Quadient was once again named a Leader!

article thumbnail

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Communication should be ongoing. Communication must continue.

article thumbnail

The Importance of Communication to the Omnichannel Experience

CX Journey

Improve Operational Efficiency through real-time communication and visibility of data across channels, as 71% of shoppers agree that it is important or very important to be able to view inventory information for in-store products. Text messaging is the only channel that doesn’t require a lot of effort or time for customers to engage, and many consumers prefer it; RingCentral reports that 78% of consumers wish they could have a text conversation with a business.

article thumbnail

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

article thumbnail

5 ways financial advisors can add impact to client communications

Beyond the Arc

What types of communication do clients want from their financial advisors? It’s more than reports and graphs. The more value you add to your communications, the more you can deepen relationships. [.].

article thumbnail

Communication is the Power Behind Success

Confirmit

What this has done however, is to reinforce my long-standing belief that communication and transparency are vital in an organization, whether “analog or digital” It is the role of the CEO to ensure they take center stage when change is afoot.

article thumbnail

Engagement Workshop: Identifying Tester Communication Problems

Centercode

In connection to this, half also reported challenges when it comes to tester communication. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure. Tester Communication Breakdown: Warning Signs.

article thumbnail

4 storytelling devices to enhance your research reports and presentations

Alida

The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact. Great communicators use techniques drawn from storytelling to deliver a message that is going to be engaging, understood, accepted and acted on. The smartest researchers today know that their job isn’t just to generate data points and reports.

Report 159
article thumbnail

5 ways financial advisors can add impact to client communications

Beyond the Arc

What types of communication do clients want from their financial advisors? It’s more than reports and graphs. The more value you add to your communications, the more you can deepen [.].

article thumbnail

Your Presentation Is Not A Report And How To Fix It

Russel Lolacher

But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. I once was asked to provide my communications insight and experience on a slide deck about a new project from a very technical business area. They had created a report, and were about to deliver a report. The Differences: Presentations vs Report Outs. Reporting is an inside out approach.

Report 67
article thumbnail

Report: Five C’s of Mobile VoC Disruption

Experience Matters

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. Because mobile is more than just another communications […]. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs.

Report 131
article thumbnail

Mastering Crisis Management Reporting

NetBase

As our Social Media Reporting Series has illustrated, social analytics are only half the battle. Here’s how to use Crisis Management Reporting to avoid the worst of what social has to offer – or to minimize damage if the worst comes to pass. Even better, brands should be doing all they can to prevent one, and that’s where Crisis Management Reporting, and other social monitoring tactics, come into play. The Components of a Crisis Tracking Report.

Report 40
article thumbnail

Mastering Social Media Reporting Series

NetBase

But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do. Unlike other data sets, the info coming through social media reports is designed with the C-suite in mind. But that information has to be quickly and cleanly communicated.