Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

Integrate.ai

DECEMBER 16, 2019

A recent Forrester survey found that 45% of executives have issues trusting AI systems. To seize the benefits of AI and make good on consumer trust, it’s critical to cross this trust gap. Responsible AI enables businesses and consumers to experience the full benefits of AI without compromising privacy or trust.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Only focused on surveys. Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.

How To 243

How To Social Media Analysis Feedback 243

Comm100

JANUARY 21, 2020

B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. This post is the second of two that are based on our Omnichannel white paper. B2B tends to expect responses within 1-24 hours. Remember: Create incentives for B2B online interaction.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Consumer expectations today are higher than ever. This adds greater confidence and continuity in the healthcare consumer experience. But does it have to be? Healthcare is no exception.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Quadient

SEPTEMBER 28, 2020

This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”. This would be a wrong assumption. Do customers think switching Telecom providers is easy? . . .

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Magellan Solutions

MARCH 17, 2021

Lead generation is the process of attracting potential consumers or clients. This is because purchasing for a business is slower than that of a consumer. White papers . It is also used for meetings, conference calls, or for gathering business surveys. This ensures that they are being added as a contact list.

B2B 52

B2B Social Media Advertising Sales 52

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Set Return Policies. Curate Retail Items. Download Now.

Retail 105

Retail Self Service How To Policies 105

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Here’s a look at how to target Millennials effectively through loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Confirmit

JANUARY 9, 2018

And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs.

Management 40

Management Customer Voice Measurement Survey 40

Confirmit

JANUARY 9, 2018

And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs.

Management 40

Management Customer Voice Measurement Survey 40

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed. AI Adoption in Healthcare.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Social Media Contact Center ROI 73

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. In fact, nearly half of consumers expect a response within one hour of reaching out via social media, so don’t leave them hanging. If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses.

Social Media 88

Social Media Customer Service How To B2B 88

datastax

JANUARY 2, 2019

In fact, according to a recent study , 80% of consumers are more likely to do business with companies that offer personalized experiences and 90% of them find personalization “appealing.”. According to RightScale’s 2018 State of the Cloud Survey, 81% of organizations already have a multi – cloud strategy. READ NOW.

Trends 105

Trends Data Management Government 105

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Research shows that 70% of consumers believe direct conversations are the best way for companies to capture consumer sentiment, contrasting with only 40% of brands. Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. The survey reveals many interesting data points including consumers’ high desire to text with a live agent in real-time. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

Brands 72

Brands e-support Transportation Video 72

Comm100

OCTOBER 8, 2016

But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. White Papers. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. Special Reports.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

datastax

AUGUST 13, 2019

Many banks have put that data to good use and readily embraced data-driven applications to keep up with consumer demand. A 2019 study from Accenture found that 50% of consumers want their banks to blend physical branches and digital services, and 86% of consumers trust their main bank to look after their data.

Banking 40

Banking Data Management Rewards Programs 40

Comm100

APRIL 8, 2016

Think about how little changes to your customer service plans (tweaks like proactive customer service, scripts and promotions) can optimize their consumer experience. Be a customer service agent for a day, or read through customer emails and surveys. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

Comm100

JUNE 7, 2016

According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store. Ask them to fill out an in-person survey, and offer them a gift card or entrance into a raffle for their participation. Your brick and mortar store is just as important as your online presence.

Retail 102

Retail Self Service How To Policies 102

CSM Magazine

MAY 20, 2020

You may have a great product that solves particular problems for a certain demographic of consumers, but it will do you no good if those consumers haven’t heard of it. You can give it away as an ebook, white paper, checklist, or cheat sheet, in exchange for a potential customer’s email address.

Strategy 52

Strategy Social Media ROI Sales 52

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options. How Self-Service is a Challenge to Organizations.

Self Service 60

Self Service Exercises Analysis Call Center 60

Tricia Morris

OCTOBER 22, 2015

A Quantum Workforce 2015 Employee Engagement Trends Report surveying more than 440,000 employees at nearly 5,500 organizations shows that overall employee engagement is at an eight-year low of 65.9%. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement. Customer Service.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. Make them feel valued, and invite them to fill out a feedback survey that can be used to improve your business. So how do you deal with difficult customers? And you need more.

Self Service 103

Self Service Examples Customers Meeting 103

SurveySparrow

APRIL 11, 2021

Someone who got recently introduced to your brand will trust your products more once they start consuming your content daily. . You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. Try it for Free now! Please enter a valid Email ID. Signup for Free.

Strategy 98

Strategy How To Effort Score Social Media 98

QuestionPro Audience

FEBRUARY 24, 2021

Taking survey panel technology to the next level – Discover powerful answers with ease. Researching the right audience helps transform consumer data into insights, and online panels play a pivotal role in aiding thousands of companies to build appropriate strategies. . How can you ensure your survey data is reliable?

Survey 195

Survey Study Leadership Data 195

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. business decision-makers surveyed said that word-of-mouth from colleagues and friends would both get them to buy and contribute strongly to passing along positive comments themselves.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. In digital support, accessibility means providing channels that are easy for your consumer base to access and use. Accessible.

Customer Experience 216

Customer Experience Omni-Channel Chatbots Social Media 216

Comm100

MAY 20, 2020

Today’s consumer wants choice. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help. White Paper. Long gone are the days when customer service teams could offer just one communication channel to their customers. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

MAY 20, 2020

Today’s consumer wants choice. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help. Free Download: Customer Engagement 2020 White Paper. White Paper. Digital omnichannel is the next big thing of the new decade.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. While each content type has its pros and cons, the simplest type of content to create (and consume!) is definitely the blog post. What do your blog posts do? Do they spread your brand message?

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

APRIL 6, 2020

Very few customer service teams can provide 24/7 support, yet today’s consumers are more demanding than ever when it comes to response times outside the 9-5 window. Rule-based automatic routing can instantly transfer a chat based on location, webpage visits, account data, pre-chat survey responses, and much more. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Your Business Partners.

Company 162

Company B2C Social Media e-support 162