SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. This could be in the form of social media posts, blog articles, videos, or infographics.

NPS 52

NPS ROI Social Media Banking 52

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

InteractionMetrics

JULY 22, 2016

At Interaction Metrics, we often find that companies assume they’re ready to launch their customer survey as soon as they’ve opened a SurveyMonkey account and pieced together a few questions. Social media research, customer interviews, and touchpoint questionnaires are all great ways to supplement your survey. References.

2005 45

2005 Metrics Touchpoint Social Media 45

Talkdesk

MAY 7, 2015

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. With call center software with real-time metrics , agents can easily check the availability of their teammates before transferring calls or sending an email.

Call Center 40

Call Center 2005 2012 2015 40

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. But you shouldn’t assume industry averages apply to you directly.

NPS 121

NPS Financial Feedback Net Promoter Score 121

Comm100

FEBRUARY 13, 2018

In 2005, Bain & Company surveyed 362 firms. Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances. Are You as Delightful as You Think? Download Now.

Call Center 41

Call Center 2005 Social Media Loyalty 41

Comm100

FEBRUARY 6, 2018

However, company perception of phone support can be biased since 80% of companies believe that they deliver stellar customer support while only 8% of the customers agree, according to a 2005 survey by Bain & Company. The transition to live chat, social media and other forms of digital correspondence continues at an ever increasing pace.

Document 41

Document Advertising 2005 Article 41