GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). So how is this innovation and growth affecting customer support as a whole? On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves.

Customer Satisfaction 188

Customer Satisfaction Knowledge Base Effort Score Social Media 188

Comm100

OCTOBER 30, 2015

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Measuring Loyalty and Satisfaction.

Customer Satisfaction 281

Customer Satisfaction Loyalty Customer Experience Customers 281

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. You also have to make customer satisfaction a top priority. Customer Satisfaction Metrics: What For?

Metrics 172

Metrics Customer Satisfaction Net Promoter Score Effort Score 172

360Connext

DECEMBER 10, 2014

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That’s the idea, unless the survey is the result of an aggressive salesperson coaching the customer. How do more typical customers feel about it?

Customer Satisfaction 259

Customer Satisfaction Survey Social Media Consulting 259

QuestionPro Audience

SEPTEMBER 5, 2017

If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. Customer satisfaction surveys are all the rage for a reason.

Survey 347

Survey Customer Satisfaction Customer Experience Measurement 347

Kayako

MARCH 28, 2017

How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. When to use customer satisfaction surveys.

Measurement 186

Measurement Customer Satisfaction Effort Score Survey 186

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. This is where a B2B customer satisfaction survey comes into the picture. Customer Service customer satisfaction

Customer Satisfaction 156

Customer Satisfaction B2B Survey How To 156

inContact

AUGUST 11, 2016

The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.

Customer Satisfaction 197

Customer Satisfaction Insurance Customer Relationship Management Software 197

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. Mean Satisfaction Score.

Airlines 81

Airlines NPS Effort Score Customer Satisfaction 81

Comm100

JANUARY 10, 2018

There is no question that businesses need to listen to and make every effort to obtain customer feedback. However, if you are only going through the motions with regards to your surveys, you are doing your customers and your business a disservice. Customer Service customer satisfactio

Customer Satisfaction 137

Customer Satisfaction Industry Survey Customer Experience 137

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

Customer Satisfaction 289

Customer Satisfaction Tips Survey How To 289

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.

Contact Center 137

Contact Center Customer Satisfaction Technology Customer Experience 137

Comm100

JANUARY 22, 2018

It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right. Here are some tips for you to consider when creating customer satisfaction surveys for your IT helpdesk.

Customer Satisfaction 156

Customer Satisfaction Survey Customer Experience How To 156

Comm100

JANUARY 25, 2018

Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future. Consider Your Customer.

Tourism 156

Tourism Hotels Customer Satisfaction Survey 156

inContact

APRIL 6, 2018

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer.

Customer Satisfaction 141

Customer Satisfaction Survey Airlines Travel 141

Comm100

JANUARY 11, 2018

While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. Although you might consider hiring a company that specializes in surveying customers, they are generally costly.

Call Center 156

Call Center Customer Satisfaction Survey Feedback 156

IntouchInsight

JULY 23, 2018

Learn about how one of our top customers is always improving customer experience at their locations with mystery shopping and customer satisfaction surveys

Customer Satisfaction 120

Customer Satisfaction Customer Experience Survey Customers 120

Retently

SEPTEMBER 11, 2018

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. Those are clients you will most likely lose if you don’t take proper action, that is why tracking customer satisfaction metrics is critical.

Effort Score 109

Effort Score Net Promoter Score Metrics NPS 109

360Connext

FEBRUARY 2, 2015

New sales, new clients, new customers. Growth in the market meaning more new customers. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers.

Loyalty 277

Loyalty Customer Satisfaction Net Promoter Score NPS 277

Feedback

OCTOBER 14, 2016

A week later, my agent e-mailed me a customer satisfaction survey to fill out. Customer satisfaction surveys help companies deliver better experiences. Customer satisfaction in today’s climate reflects directly back on the company fulfilling the customers’ needs.

Survey 130

Survey Customer Satisfaction Customer Experience Net Promoter Score 130

Provide Support

AUGUST 18, 2015

3 Most Important Drivers of Customer Satisfaction. How to increase customer satisfaction? There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information.

Customer Satisfaction 113

Customer Satisfaction Customer Experience How To Multi-Channel 113

Middlesex Consulting

MARCH 6, 2017

In their February 23, 2017 post “Customer Experience Leads to Recommendations (Charts for 20 Industries),” the Temkin Group published two figures, which are the subject of this post. Why would very satisfied customers not repurchase? Why would very dissatisfied customers repurchase?

Loyalty 78

Loyalty Customer Satisfaction Transportation Healthcare 78

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?

Customer Satisfaction 196

Customer Satisfaction Feedback Tips Survey 196

MaritzCX

JULY 17, 2014

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted).

Customer Satisfaction 329

Customer Satisfaction Survey Airlines Customer Experience 329

Kayako

OCTOBER 4, 2017

have to be painful, either for the customer or for your support team. Chat support by the numbers : 95% of customers value high-quality support over speed. 52% of customers are more likely to repurchase from a company that offers chat support. Customer experience live chat

Customer Satisfaction 142

Customer Satisfaction How To Tools User Experience 142

Kristina Evey

FEBRUARY 17, 2016

Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Want more clients/customers? Go a little out of your way to show your customers/clients they are important to you and you value them.

Customer Satisfaction 190

Customer Satisfaction Customer Experience Tips Leadership 190

Clarabridge

NOVEMBER 17, 2015

Are your customers satisfied? You have more customer data than ever before, and customer satisfaction analysis is one of the most important things that you can do with it. But what exactly is customer satisfaction analysis? Customer Experience

Analysis 124

Analysis Customer Satisfaction Survey Social Media 124

iPerceptions

AUGUST 9, 2017

This is the second blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ digital experience. In this post, we look at a fundamental Customer Experience metric that provides a great sense of how visitors feel about your website: Customer Satisfaction. Customer Experience

Metrics 64

Metrics Customer Satisfaction Measurement Customers 64

Jacada

JUNE 16, 2017

Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. It is well known that metrics have an important role in the success of any call center.

Customer Satisfaction 151

Customer Satisfaction Average Handle Time Call Center Metrics 151

MaritzCX

FEBRUARY 12, 2016

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article. Retail

Customer Satisfaction 200

Customer Satisfaction Engagement Retail Customers 200

MaritzCX

FEBRUARY 12, 2016

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Customer Satisfaction 200

Customer Satisfaction Engagement Customers 200

MaritzCX

FEBRUARY 12, 2016

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Customer Satisfaction 200

Customer Satisfaction Engagement Customers 200

MaritzCX

FEBRUARY 12, 2016

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Customer Satisfaction 200

Customer Satisfaction Engagement Customers 200

Middlesex Consulting

MARCH 5, 2017

In their February 23, 2017 post “ Customer Experience Leads to Recommendations (Charts for 20 Industries) ,” the Temkin Group published two figures, which are the subject of this post. This figure shows the impact of Customer Experience (CX) on loyalty: When discussing loyalty, the Temkin Group looks at four outcomes of being loyal; Likely to Repurchase, Recommend, Trust, and Forgive. Why would very satisfied customers not repurchase?

Customer Satisfaction 60

Customer Satisfaction Loyalty Customer Experience Transportation 60

ReviewTrackers

MAY 11, 2018

It also underlines the need for operators to keep customers’ needs at the forefront in order to build a community of loyal patrons. Where there is great customer satisfaction, there is margin. Here are some stats you need to know about restaurant customer satisfaction.

Customer Satisfaction 81

Customer Satisfaction Customer Experience Guest Experience Touchpoint 81

Smarter CX

JULY 26, 2018

72% of businesses say improving customer experience is their top priority, according to Forrester. And there’s a good reason for it — when satisfaction is at an all time high, revenue and customer loyalty increases. Market Trends Customer Experience Service

omnichannel 70

omnichannel Customer Satisfaction Social Media Retail 70

Tema Frank

MARCH 31, 2015

For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on … Continue Reading → The post Customer Experience Investments Up; Customer Satisfaction Down appeared first on Frank Reactions.

Customer Satisfaction 178

Customer Satisfaction Customer Experience Industry Groups 178

MaritzCX

MAY 16, 2013

I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique. View Article. Automotive

Customer Satisfaction 200

Customer Satisfaction Entertainment Conference Automotive 200

MaritzCX

MAY 16, 2013

I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique. View Article

Customer Satisfaction 200

Customer Satisfaction Entertainment Automotive Conference 200

MaritzCX

MAY 16, 2013

I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique. View Article

Customer Satisfaction 200

Customer Satisfaction Entertainment Automotive Conference 200

MaritzCX

JULY 17, 2014

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted).

Customer Satisfaction 260

Customer Satisfaction Airlines Survey Customer Experience 260

Talkdesk

AUGUST 19, 2015

Every business would love to know what their customers are saying about them - what they like or dislike about a product, their user experience, the price they are willing to pay, the quality of customer support , and more. Customer Service

Customer Satisfaction 89

Customer Satisfaction Survey Customer Experience Measurement 89

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

Customer Satisfaction 137

Customer Satisfaction Tips Survey Feedback 137