GetFeedback

NOVEMBER 20, 2018

It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Let’s not forget, we are all in this together.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. The only way to really have an exact answer is to measure customer satisfaction. Before you can do that, it’ll probably serve you well to define customer satisfaction.

Customer Satisfaction 191

Customer Satisfaction Measurement How To Effort Score 191

BirdEye

AUGUST 29, 2023

Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. See Pricing FREE DEMO Table of contents What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

ShepHyken

JANUARY 25, 2019

This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. If your company has been in business for more than a month, you know there is a pattern to the incoming calls.

Customer Satisfaction 117

Customer Satisfaction Leadership Customer Service Representative Training 117

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. Benefit 2: open up communication.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

TechSee

JULY 28, 2023

This blog explores the right-to-repair policy developments, their implications for consumers, and how AI-powered solutions, like TechSee, can support companies facing right-to-repair concerns. TechSee’s platform allows customers to receive remote support through real-time video sessions.

Self Service 206

Self Service Consumers Company Policies 206

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. Research shows that over 80% of companies compete primarily based on CX. Having a humanized digital CX has many benefits.

Financial 206

Financial Trends Self Service Customer Experience 206

GetFeedback

DECEMBER 2, 2019

The first step toward any improvement is understanding where your customers are today. The very act of measuring customer satisfaction is a step toward progress. . Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Natural Language Processing. Tips for maintaining your chatbot’s effectiveness over time.

Chatbots 161

Chatbots Abandon Rate Social Media Customer Satisfaction 161

NICE inContact

FEBRUARY 21, 2019

Productivity and efficiency are up, as is customer satisfaction. That’s why the company implemented Advanced Chat for CXone, in response to student borrowers’ preference for chat over phone. That’s why the company implemented Advanced Chat for CXone, in response to student borrowers’ preference for chat over phone.

Customer Satisfaction 138

Customer Satisfaction Abandon Rate Contact Center Wait Times 138

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments.

Customer Satisfaction 163

Customer Satisfaction Report Customers Survey 163

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Customer satisfaction measures the overall satisfaction the customer has with the business. How companies measure customer satisfaction. Customer Satisfaction Score (CSAT).

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Let’s not forget, we are all in this together.

Contact Center 147

Contact Center Customer Satisfaction Video Technology 147

ShepHyken

FEBRUARY 23, 2018

At the root of all great customer service are three key principles, seems to me, and none of them particularly complex: authenticity, empathy, and integrity. These companies, and others like them, allow us our dignity as human beings. On this point, employee engagement in the company message is critical. Nathalie W.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. And the company continues to provide excellent service, which has increased customer satisfaction.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

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? Probably not!

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Experience Investigators by 360Connext

DECEMBER 10, 2014

Then George spent a good five minutes explaining the concept of a follow-up customer satisfaction survey to me. Executives would nod their heads in satisfaction and think there was nothing to be done! And I, the original Customer Experience Investigator™, was helping them perpetuate that myth! Oh the irony!

Customer Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1.

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. This shows how much businesses fail to meet the expectations and needs of their customers. It shows our customers that we’re listening and genuinely care about their needs.

Customer Satisfaction 52

Customer Satisfaction Tips Customer Centricity Net Promoter Score 52

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. The higher the percentage of positive customer feedback, the better your CSAT score.

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Tools 52

InMoment XI

MARCH 7, 2014

Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General. View Article

Customer Satisfaction 200

Customer Satisfaction Loyalty Customers Company 200

InMoment XI

MARCH 7, 2014

Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General. View Article

Customer Satisfaction 200

Customer Satisfaction Loyalty Customers Company 200

InMoment XI

MARCH 7, 2014

Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General. View Article

Customer Satisfaction 200

Customer Satisfaction Loyalty Customers Company 200

InMoment XI

JANUARY 9, 2024

Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Great customer experiences foster loyalty. Loyal customers are also more likely to recommend the business to others. What are Some B2B Customer Experience Examples?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. This is where CSAT surveys come into use.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 260

Retail Return on Investment ROI Analysis 260

Comm100

MAY 25, 2022

In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short. Whether customers approach you via telephone, email, text, or webchat, automation can resolve simple requests quickly and easily.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

NICE inContact

AUGUST 11, 2016

For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

ProProfs Chat

DECEMBER 11, 2020

They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” or “Are we successful as a brand to create an awesome experience for our customers?”. Let’s get started!

Customer Satisfaction 98

Customer Satisfaction Metrics Measurement Net Promoter Score 98

C3Centricity

FEBRUARY 13, 2024

And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. For example, Motorola’s Six Sigma program has reportedly saved the company over $17 billion over the years.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Author: Pauline Ashenden - Demand Generation Manager How are customer needs changing and how satisfied are consumers with the service they are receiving? Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction Trends Consumers Industry 72

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Published on: October 13, 2020.

Self Service 92

Self Service Customer Satisfaction Resources Consumers 92