Fri.Mar 24, 2017

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Should You Fully Label Satisfaction Scales?

InMoment XI

There are many types of satisfaction scales that are used in market research and beyond. This diversity stems from the fact that there is no magic ruler to directly measure distances associated with attitudes. For the researcher, a major consideration is how is this data to be analyzed? Four Different Modeling Types Long ago, you.

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Why Marketers Should Drive the Customer Experience [Podcast]

GetFeedback

On the Salesforce Marketing Cloudcast, GetFeedback CMO Kraig Swensrud explains why marketers should lead the charge on customer experience initiatives.

Marketing 195
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Should You Fully Label Satisfaction Scales?

InMoment XI

There are many types of satisfaction scales that are used in market research and beyond. This diversity stems from the fact that there is no magic ruler to directly measure distances associated with attitudes. For the researcher, a major consideration is how is this data to be analyzed? Four Different Modeling Types Long ago, you. View Article.

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UPS Earns Top Customer Experience Ratings for Parcel Delivery Service

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings. The entire industry improved over last year, See our FAQs about the Temkin Experience […].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Why Marketers Should Drive the Customer Experience [Podcast]

GetFeedback

On the Salesforce Marketing Cloudcast, GetFeedback CMO Kraig Swensrud explains why marketers should lead the charge on customer experience initiatives.

Marketing 150

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Hot New Contact Center Technology in Early 2017

Uniphore

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More.

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Guest Blog: How Companies are Using Bots to Enhance Customer Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. – Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy. Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything.

Company 91
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NPS® Leadership Excellence at Areas USA

CustomerGauge

Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team. This month I was invited, along with our Customer Success Manager, Andrew […]. The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge.

NPS 60
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The Value Of B2B Branded Communities In 2017

Influitive

Measuring the value of branded communities has always been difficult. Community managers are often forced to fall back on the savings they generate for customer support teams, rather than reporting on the revenue they generate for the company. Even worse, these communities consistently fail to live up to expectations on both sides of the screen.

Brands 65
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Rules for Increasing Retention and Creating Growth Within Existing Accounts

Amity

This post was originally posted on Julie's LinkedIn. If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. I talk to CEOs about this topic all the time, and the patterns have proven to be pretty consistent.

Metrics 56
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It’s payback time for broken broadband

Helen Dewdney

As followers of this blog and my social media know, I always bang on about telecoms being the sector for the worst customer service. One has to really know their rights and know how to complain effectively to get companies to pay out when they should. Today however, Ofcom announced plans that may make it a little easier for customers. In a scheme similar to delay repay for trains Ofcom proposes to introduce a scheme whereby customers will no longer have to “fight tooth and nail” to g

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CX: Using Intelligent Generosity To Cultivate Customer Delight

Maz Iqbal

Certain businesses deal with products that perish or become useless if not used by a certain date/time. This is often seen as a problem – a problem of generating demand to drive sales, and a problem of inventory management. I have yet to see this viewed, by Tops, as an opportunity to delight customers, and … Continue reading "CX: Using Intelligent Generosity To Cultivate Customer Delight".

Sales 48
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Value Chain Solution to VoC ROI

ClearAction

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain?

ROI 48
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

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Why You Should Use Social Media for Business

LiveChat

Launching an online store is like putting Rubik’s cube together. You cannot launch your website without having beautiful copy and great images. Your potential customers won’t be able to find you until your website is optimized for SEO. You cannot expect your website visitors to buy from you if you don’t have a shopping cart and payment gateway setup.

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

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How to Be a Great Customer Service Representative

CSM Magazine

Being awesome at customer service is all about having the needed skills and personal characteristics. These will enable you to enjoy the job and increase the quality of every single interaction that you have with a client. If you want to become a truly great CSR, you’ll have to focus on a few essentials. Here are some of the most important ones.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

At this point, we know that most companies are competing exclusively on the customer experience ( 83%, according to Dimension Data ). McKinsey Insights shows that effective customer journeys are impactful : increase revenue by up to 15%, boost customer satisfaction by up to 20%, and turn predictive insight into customers’ needs by up to 30%. The issue isn’t that companies fail to understand the importance of the customer experience (CX).

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […]. The post 6 Steps to Improve Your Customer Satisfaction Surveys appeared first on Interaction Metrics.

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I will be moderating conversations about VoC next week at the Operations Summit. It got me thinking, it’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for […].

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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6 Steps to Improve Your Customer Satisfaction Surveys

InteractionMetrics

I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction. Think about your own satisfaction survey for a […].