Mon.May 13, 2019

Post-Event Surveys: What is the Best Time to Send Them Out?

GetFeedback

The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

Survey 228

The battle for superb CX: reasonable vs memorable

NewVoiceMedia

You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate.

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How To Get Survey Completion Rates of Over 80%?

Survicate

The post How To Get Survey Completion Rates of Over 80%? appeared first on Survicate. Best Practices

The Hitchhiker’s Guide to Bad Review Blackmail From Shady Customers

Grade.us

The practice is especially prevalent in the hospitality , wedding , and food industries. But every company gets a handful of customers who want to engage in a little low-level extortion. They sound something like this: " I want this meal for free, or I'm going to leave you a one-star review. ".

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

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Post-Event Surveys: What is the Best Time to Send Them Out?

GetFeedback

How to create and distribute post-even surveys that'll help you measure the success of your event and learn how to improve future events. Articles

Survey 195

Six Categories Of X&O Data Insights

Experience Matters

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

Data 177

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

Learn how to gather Voice of the Customer (VoC) feedback, take action and how to prove the value of this program to your company. Articles

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question?

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Companies Push for Digital to Enhance Customer Journey

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

How many “advocates for customers” work in your organization?

Wired and Dangerous

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?

Companies Use AI to Enhance Customer Service Experience

Jacada

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

Three Ways To Fix the Escalation Problem

Myra Golden

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

AI IRL Podcast Episode 19: Which is a better therapist, an AI app or a human?

Bold360

Subscribe via iTunes , Spotify and more. Which is a better therapist, an AI app or a human? According to two recent studies, an app is just as good, and in some cases better, than a human therapist.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

All you need to know about your consumer rights and travel

Helen Dewdney

How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Transport for London unmoved on issue of equality Story about equality and Transport for London.

What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Why Professional Communication is impeded by Your Biases

One Millimeter Mindset

All of us have professional communication habits. And these habits, both consciously and unconsciously, can reflect our professional biases. Biased behavior often reflects professional baggage created by embarrassing, humiliating or toxic encounters with clients and colleagues.

Customer Retention is a Full Time Job

Andrew Mcfarland

Since retaining customers is anywhere from 5x to 10x more cost-effecive than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer. How to Deliver Customer Service What Is Customer Service? Acquisition Costs Customer Service Retention

Driving Investor Engagement

Forrester's Customer Insights

I’m just attending the CFA Institute Annual Conference here in London and one presentation really caught my attention today. Jane Henshaw, Head of Digital Research at Vanguard, shared her team’s research on Digital Financial Attention.[1]

What Moms Wanted, According to Social Sentiment

NetBase

Not so very long ago, when Mother’s Day rolled around, we’d see families scheduling dinners to celebrate and most local flower shops left in short supply. This still happens today, of course, but there is also a definite shift away from these generic ideas and toward more personalized experiences.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

3 Ways Building a Human-Driven Company Is Like Making Coffee, with Bryan Kramer

Smarter CX

What drives a human-driven company, and how does a company embrace its humanity to create better customer experience?

Talking ‘customer’: what can Telecoms teach us about customer experience?

Maru/Matchbox

Customers were the centre of the conversation at the recent CX Exchange for Telecoms event. It was great to hear from speakers across the industry talk about the benefits, challenges and various telecom customer experience strategies to ensure that their business places the customer at the heart of their decision making. However, despite engagement and focus on ‘doing the right thing’ Telecom providers aren’t known for their great customer experience. According to Which?

The Internet Reacts: Game of Thrones S8 Episode 5 in Social Data Charts

Brandwatch CX

Data 16

How to Make Your Customer Service Team’s Learning Path More Engaging

PlayVox

Are you helping your customer service team unlock its full potential? Sadly, many companies aren’t. In fact, according to a stat-filled infographic created by the team at SHIFTelearning, ineffective training costs over $13.5m

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.