Kayako

MARCH 3, 2016

In this section: Number of conversations. Number of conversations. What is number of conversations? Why should you measure number of conversations? Total conversations extend further than just your support tickets. It’s a survey question “How easy was it for you to get your problem solved?” Customer churn.

Metrics 155

Metrics Net Promoter Score Self Service Effort Score 155

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. Use the Surveys & Feedback to See What’s Trending. Taylor Rhodes: “In our maturity of using surveys for many years, score chasing can drive fatigue in improvement efforts. ” Conclusion.

Effort Score 127

Effort Score Chief Customer Officer Social Media Customers 127

Kayako

OCTOBER 6, 2016

One survey of SaaS founders found that some 75 percent don’t send customer development surveys each month, less than 10 percent have qualified buyer personas and only 50 percent do multivariate and A/B tests—yet they still think their companies are getting customer development right. Have a conversation.

Feedback 247

Feedback eBook Customers Study 247

Kerry Bodine

OCTOBER 4, 2016

Quantitative data is the stuff you can count and analyze statistically, like survey responses, site analytics, past purchase amounts, and the reasons customers call your support line. You can’t ask additional questions to dig deeper without a follow-up conversation. Quantitative Research.

Customer Journeys 120

Customer Journeys Social Media Groups Data 120

Alida

JULY 5, 2016

For instance, the Greenbook GRIT study , a biannual report on the industry’s biggest trends, found that mobile surveys and research communities are already mainstream. Text analytics enables researchers to use more open-ended questions in surveys, reducing the total number of questions that need to be asked. Agile research.

Marketing 180

Marketing Analytics e-support Social Media 180

Kayako

NOVEMBER 17, 2016

But, it’s another to learn to be open to conversations about how you , the manager, are doing. Take comfort in conversing about what you did wrong, and how you’ll do better in the future. Shift the conversation away from performance. If you are a manager, a lot of your conversation can fall around metrics and performance.

Feedback 0

Feedback Management How To Interaction 0

Steve DiGioia

SEPTEMBER 16, 2016

In my view, the best use of a Property Manager’s time is when they are communicating and having actual conversations, solving problems, boosting yields on investments, resolving conflicts and so forth. BF : Yes, we constantly survey both our owners and tenants. BM : It’s a great point you make, Brock. Does LITTLE have such a program?

Industry 204

Industry Customer Experience Customer Journeys Sports 204

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. Use the Surveys & Feedback to See What’s Trending. Taylor Rhodes: “In our maturity of using surveys for many years, score chasing can drive fatigue in improvement efforts. ” Conclusion.

Effort Score 112

Effort Score Chief Customer Officer Social Media Customers 112

CX Journey

APRIL 15, 2016

Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? And in the customer conversation, that part is often missing.

Social Media 105

Social Media Survey Feedback Data 105

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. After a lengthy and, at times, heated conversation he asked me, “What am I supposed to do with my kid now that the TV is out!?”

Telecommunications 185

Telecommunications Policies Financial Customer Service Representative 185

Alida

NOVEMBER 25, 2016

For example, brands are beginning to map out the entire customer journey, filling holes and overcoming challenges by bringing customers into the conversation. Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys.

ROI 212

ROI Measurement Brands Net Promoter Score 212

CX Journey

OCTOBER 12, 2016

You might say, " Well, I do an employee satisfaction survey. Stay interviews are a bit different, though, and supplement your annual or semi-annual employee survey. They are more conversational in nature and are conducted between manager and employee, perhaps during weekly 1:1s. Isn't that good enough? "

Company 155

Company Employee Experience Culture Training 155

Calabrio

SEPTEMBER 21, 2016

Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers.

Contact Center 132

Contact Center Analytics Technology Customer Voice 132

Steve DiGioia

OCTOBER 3, 2016

Who cares why he quit, that’s a conversation for another day. 36% of 1,400 executives surveyed by the staffing firm Robert Half claimed that the leading factor of a failed hire, aside from performance problems, is a poor skills match. That’s your ego talking again. You must identify the best employee available to fill that role.

Social Media 196

Social Media Course Study Management 196

Customer Bliss

MARCH 16, 2016

’ Rather, without an united leadership team, you have ‘situational commitment,’ meaning that as customer conversations are held among leadership, there appears to be consensus. Once that conversation ends, though, each leader interprets and communicates inconsistently back to the department they run. Survey Reports.

Leadership 143

Leadership Chief Customer Officer Culture Metrics 143

QuestionPro Audience

DECEMBER 20, 2016

QuestionPro, a Research Software provider, has recently launched “Locus” – An Artificial Intelligence bot that can help understand what type of survey the user is interested in to help them develop the survey instrument. While “Locus” is still in Beta, it’s a testament to the growing adoption of AI, to improve customer experience.

Hospitality 150

Hospitality Healthcare Social Media Transportation 150

Kayako

JUNE 2, 2016

In the Customer Support State of the Profession Report 2016 , we surveyed 116 individuals, with respondents ranging from support agents to VPs of Customer Support and CEOs. The survey revealed that the average support professional looks like this: While this profile may be an average support professional, it’s certainly not typical.

Management 123

Management Infographics Report Survey 123

Kerry Bodine

OCTOBER 14, 2016

The workshop setting allows for intimate conversations, storytelling, and a deep exploration of customers’ needs and pain points. Surveys work great for this. —ways to determine whether your assumptions were right or wrong is to invite your customers to a workshop. Prioritize the issues you want to focus on.

Customer Journeys 249

Customer Journeys Customers Study Touchpoint 249

Win the Customer

MARCH 7, 2016

In a movement of deep skepticism, I started a live chat conversation with Victoria who confirmed that there was a real person named Miroslav who was actually working on my problem. The magic of Digital works when humans are at the center of the conversation. Digital is part of the way we do business and live, and this is great news.

Customer Experience 80

Customer Experience Social Media Contact Center CRM 80

Customer Bliss

JULY 13, 2016

That belief leads to a lot of money being spent on plain-vanilla surveys, irritating dinnertime interrupting phone interviews, and ends with long winded market research reports replete with cross tabulations and PowerPointâ presentations. Rule #1: Stop expecting surveys to be your tools for learning. Click To Tweet.

Feedback 146

Feedback Customers Survey Insurance 146

Customer Bliss

JULY 12, 2016

In our conversation, Dave and I discuss the multi-year path that GM has been on. General Motors gets 100,000s of customer feedback points — surveys, etc. Dave focused on more effective customer surveys, a customer journey map, and a more robust rollout of CX tools. Here’s one example: Dave launched a survey program.

Customer Experience 0

Customer Experience Customer Journeys Retail Automotive 0

CX Journey

MARCH 24, 2016

CES is a survey question appearing as a Likert scale (scale of 1 to 5), “How easy was it for you to get your problem solved?” These metrics measure everything involved in the whole support process: the ease of getting in touch with you, the actual conversation you have, and any follow up correspondence you might have sent.

NPS 116

NPS Net Promoter Score Measurement Loyalty 116

Alida

MARCH 10, 2016

campaign that encouraged baristas to have conversations about race with customers who’d rather just pay for a coffee and get on with their day. It can be biographical information like age and education level, a single response to a survey question or a discrete record of a single purchase. Context gives data meaning.

Sales 172

Sales eBook Study Social Media 172

Help.com

FEBRUARY 28, 2016

More flexibility to navigate the conversation from public to private. This meant that you could shift a customer conversation from public to private with little effort. Those who may have been weary to use social to start a conversation because they knew they would have to divulge account information can now take advantage.

Tools 100

Tools Customer Service Social Media Airlines 100

Informizely

OCTOBER 24, 2016

It’s because it’s the stepping stone that directly leads to increased conversions, increased brand trust and loyalty, and legions of satisfied customers who aren’t just going to come back through the door for more, but you can bet your bottom dollar they’re going to tell their friends about you, too. Why Surveys?

Comparison 76

Comparison Social Media Survey Exercises 76

Velaro

APRIL 8, 2016

This information is obviously useful in the short term for increasing sales conversions, but it’s actually also very useful in the long-term. working with certain visitor personas, selling/supporting specific products, time management/multi-tasking, tailoring premade messages to each conversations, etc.).

ROI 109

ROI Software Customer Service Data 109

Customer Bliss

JUNE 28, 2016

Passionate about understanding customers and translating insights into integrated end-to-end experiences that consistently meet and exceed expectations, Lesley has helped deliver delight and engagement while impacting loyalty metrics such as retention, conversion, referrals, spend, and cost to serve.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

CX Journey

MARCH 31, 2016

For example, customer surveys cannot objectively measure a store’s performance because survey respondents are prone to their own bias and subjectivity. Although customers may easily recall an especially positive or negative experience, their ability to recall the specific details sought in a survey with accuracy is extremely limited.

Video 92

Video Training Survey Data 92

ijgolding

JANUARY 26, 2016

In fact, I argue (based on my conversation with CX practitioners all over the world), that all too often, the customer is not on the agenda AT ALL! I would hugely appreciate it if you could take two minutes to answer three very simple questions – the results of the survey will be published in a future blog post.

Meeting 136

Meeting Financial Leadership Customers 136

CX Journey

OCTOBER 19, 2016

Instead, too many conversations start with, "How do we improve the metric?" game surveys (selecting certain customers, surveying at a specific time when you know scores will be better, offering incentives a la "the car dealer curse," etc.) not with "How do we improve the experience?"

Effort Score 149

Effort Score Metrics Measurement Feedback 149

Vonage

NOVEMBER 24, 2016

What a conversation! Survey customers of all types: old and young, male and female, hurried and relaxed, on a budget or on a spree. A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view.

Culture 201

Culture Customer Service Entertainment Hospitality 201

Kerry Bodine

MAY 8, 2016

We need to introduce the word “dare” into the conversation. I’ve picked up this word from my friends at the experience design firm Doberman , who seem to use it in nearly every conversation.) Geological Survey marker that sits at the peak of Angels Landing, 5785 above sea level. What do you (or your clients) dare to dream?

Sports 139

Sports Conference Touchpoint Consulting 139

Alida

AUGUST 15, 2016

Whether they’re participating in discussions or surveys, customers need to know they’re getting as much, or ideally more, value from the process than researchers are. Join the conversation about the future of research. The industry can’t expect them to participate as a favor to brands.

Marketing 0

Marketing Customer Centricity Airlines Banking 0

Alida

AUGUST 12, 2016

Validate your assumptions about Millennials by engaging them in an ongoing conversation. Long surveys are also not a great idea. Keep your surveys very short, tight and to the point,” said Marie Policastro , director of brand partnerships and market research of Barnes & Noble College, at the 2015 Customer Intelligence Summit.

Customer Insights 159

Customer Insights Engagement Marketing Social Media 159

Forrester

APRIL 19, 2016

Surveys are too long. Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs. surveys. However, we've all experience an organization's attempt to execute this…usually poorly. Callbacks are interruptive.

Feedback 61

Feedback Strategy Touchpoint Survey 61