InMoment XI

OCTOBER 10, 2022

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. Source: Zendesk ).

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. What consumers want (and don’t want) in a customer service interaction.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Interactions

JUNE 24, 2021

Jumping back to 2021, we recently conducted a survey that found that only 7% of consumers rate today’s customer experience as excellent. Does this mean that the bar set by consumers is just continuing to rise, and companies will never be able to attain truly great customer experience?

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention. According to a new PwC survey , more than a quarter of U.S.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Kayako

OCTOBER 29, 2015

A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience. Another study shows that customers are 65% more likely to become disloyal and spread negative word of mouth because of a poor customer service interaction.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Vonage

OCTOBER 22, 2015

Perceived customer engagement will also be improved, as the agent can focus on the caller, rather than searching for their details. John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. Ten Critical Technologies to Transform Customer Engagement.

Technology 120

Technology Customer Service Gamification Wireless 120

Playvox

JANUARY 11, 2024

Deliver a Better Customer Experience A recent Forbes Advisor survey revealed 48% of consumers are willing to pay more for quality customer service. And 46% of customers will buy more when given a personalized experience. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Management Contact Center Omni-Channel 52