GetFeedback

AUGUST 16, 2018

The better your self-service content, the fewer cases you’ll get. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Quickly create new cases when a customer needs further assistance. Case Deflection Rate. Why is case deflection rate important? How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Thematic

AUGUST 21, 2023

The case study we submitted to the awards outlined the work we do with Atlassian. Ultimate accolades await the very best leaders, teams and innovators in CX, with winners in all categories announced on 9 November 2023. In the meantime, you can check out the full awards shortlist here: [link]

2023 62

2023 Feedback Innovation Insights 62

InMoment XI

MARCH 28, 2022

Sentiment Analysis: Combine natural language processing (NLP) and machine learning techniques to assign weighted sentiment scores to the entities, topics, themes and categories within a sentence or phrase. InMoment for Regulatory Compliance in Action: A Quick Case Study.

Document 493

Document Financial Healthcare Technology 493

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. From this data, we can determine that McAfee’s low NPS is likely a result of its specific practices instead of the overall negative sentiment in this product category.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

CloudCherry

AUGUST 26, 2019

The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. Second, Forrester learned that most B2B leaders still lack a strong business case for CX in their organizations.

B2B 199

B2B 2019 Insights Metrics 199

BirdEye

NOVEMBER 15, 2023

Read the full case study here. To tap into this niche audience, retailers of home decor, furnishings, gardening supplies, and related categories should sign up for a Houzz Pro profile. This local vendor marketplace provides exceptional reach for wedding-related retail categories like dresses, tuxedos, rings, gifts, and more.

Retail 110

Retail Brands E Commerce Demo 110

Beyond Philosophy

FEBRUARY 15, 2024

Researchers who study emotions are specific. Many emotions exist within those positive and negative categories, too. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions. ” These are not emotions, nor are they specific. Both are negative emotions.

Connections 89

Connections Loyalty Brands 2005 89

SurveySensum

NOVEMBER 28, 2023

Analyze & Utilize Customer Feedback Effectively – Request a Demo Now , let’s talk about it through the case study of one of the automotive clients, I recently worked with, who was facing similar problems. Step 9: Personally thank customers who provided feedback and update them on the changes you’ve made.

Automotive 52

Automotive NPS Feedback Touchpoint 52

Strativity

JANUARY 6, 2023

COVID triggered a forced acceleration of digital transformation across the QSR category. Historically, QSR has operated as a functional category where value has been equated with cost. Pizza brands are high fidelity because they are successful at fulfilling the core needs consumers bring to this category.

2001 52

2001 Omnichannel Consumers Brands 52

Eptica

MARCH 18, 2020

For a detailed overview of the five key business benefits that Montblanc is experiencing and more about its plans for the future, download the full case study here. Categorie(s): News Best Practice Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs.

Interaction 79

Interaction Multi-Channel Customer Service 2020 79

Beyond Philosophy

APRIL 30, 2020

Here is the hierarchy in case you aren’t already familiar with it: Figure 1 Maslow’s Hierarchy of Needs. The Rational Animal model represents these feelings in the Immediate Physiological Needs category, much like Maslow. Studies show that people get more aggressive, more violent with scarcity. People need certainty.

Books 162

Books Consulting Healthcare Advertising 162

Chadwick Martin Bailey

JUNE 25, 2020

The framework is relatively similar across industries, categories, and products, and typically includes a heavy focus on the actions a consumer takes towards their final purchase. The words may differ however the research typically covers: Trigger : A need or want emerges moving you to a more active state in the category.

Apparel 52

Apparel Consumers Sports Insights 52

Lumoa

JANUARY 23, 2018

Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Some cluster and categorize data from bottom-up, while some categorize sentences to the pre-defined categories. None of these categories makes any sense to them. Why is that?

NPS 121

NPS Financial Feedback Net Promoter Score 121

Beyond Philosophy

AUGUST 21, 2020

However, will that always be the case? The second key takeaway from this study is that the reviews written on phones were more persuasive. In that case, you may want to encourage them to write it on their phones. I am fascinated by the significance of emotion as drivers of customer experience and behavior. WE LOVE OUR PHONES.

Transportation 180

Transportation Information Technology Consulting 180

BirdEye

JUNE 22, 2023

New customers New customers represent a unique category. Showcase those loyal customers through sharable case studies or testimonials that can enhance their value perception and provide additional social proof for your business. Feature and promote these advocates in case studies, on social, and with testimonials.

2023 98

2023 Social Media Reference Loyalty 98

ClearAction

DECEMBER 11, 2018

And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.). It’s an overall guide of how customers talk about the category,” explained Kirsty. “It

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Help Scout

MAY 20, 2021

Case studies. The templates are sorted into different categories, likely aligning with Airtable’s most common customer types and use cases, making it easy for customers to find templates relevant to their company’s needs and project types. Common elements of customer success marketing include: Onboarding materials.

Customer Success 77

Customer Success Marketing Customers Social Media 77

Eptica

JANUARY 15, 2020

In fact, consumers want to use it more - 37% said they’d prefer to email than to call, and it was the most popular channel in cases of high emotion, urgency and complexity. Categorie(s): Product Best Practice In a multichannel world neglecting email for customer service risks both satisfaction and revenues.

Customer Service 99

Customer Service 2011 2019 2020 99

Maru Group

DECEMBER 2, 2020

A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. One of the primary payment categories we explore in MoneyScreen is contactless payments. Wider acceptance and adoption.

Consumers 52

Consumers Banking Advertising Technology 52

Thematic

DECEMBER 10, 2023

 It is incredibly valuable in fields such as sociology, anthropology, psychology, and education, where human behavior and social interactions are studied. For instance, in a study on the experiences of cancer survivors, researchers may conduct narrative analysis on interviews with survivors.

Social Media 62

Social Media Feedback Insights Culture 62

ShepHyken

JUNE 10, 2019

We examine their customer experience strategies using five evaluation categories. The categories are communication, technical competence, range of services, customer focus and accessibility. By the way, in the next five years, it is predicted that 75% of the workforce will Millennials!

Article 110

Article 2019 Customer Service Customer Service Training 110

Kustomer

MAY 5, 2022

There are innumerable studies that highlight the future of CX, and how chatbots are one of the most common ways to improve your customer experience. The word chatbot can be a bit ambiguous, as it applies to many different applications… your Amazon Alexa could be thought of as a bot, or even SMS communication from your favorite retail brand.

Customer Service 98

Customer Service Virtual Agent Call Center Customers 98

Eptica

MAY 29, 2019

As multiple cases on social media show, consumers are extremely quick to share their anger if they feel they have been let down or their trust betrayed, from a failed delivery to a poor in-store experience. The study highlights five key findings: 1. This made them the top two sectors in the Study, above banking, travel and insurance.

Retail 56

Retail Fashion 2017 2019 56

CSM Magazine

JUNE 19, 2022

In each case, it’s easy to see how a customer might feel they have to try too hard to do business with you. Customer complaints tend to fall into a handful of categories: Failing to offer timely support. For example, maybe it’s tough for customers to reach you. Maybe they have to wait on hold longer than they’d like.

Social Media 98

Social Media Customer Relationships Poor Customer Service Retail 98

Zeisler Consulting

JULY 21, 2020

That’s no excuse not to try to make the case, but it’s important to know where you’re starting and the built-in cultural challenges you’ll face. There are myriad studies that show that Customers who are more satisfied tend more often to show loyalty, spend more, and recommend friends to shop your goods and/or services as well.

ROI 72

ROI Return on Investment NPS Leadership 72

ReviewTrackers

DECEMBER 16, 2019

But a new study by Northwestern University’s Spiegel Research Center and PowerReviews should encourage companies to consider more carefully the kind of impact online reviews — the glowing ones, specifically — have on business performance. as too good to be true,” read the report, which analyzed data across 40 product and service categories.

Social Media 129

Social Media Consumers Feedback Definition 129

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. fall in the “engaged” category. For example, agents can earn points when they resolve specific campaigns or cases or take a high volume of calls or emails.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Beyond Philosophy

MAY 9, 2024

Researchers have studied a few common heuristics that represent how our brains work. In that case, you estimate the likelihood of it occurring as less than what you understand or have several examples to call upon easily. Now, that one hadn’t occurred to me, but reflecting on it, I might start following his lead.

Customers 78

Customers Information Advertising Reference 78

Thematic

SEPTEMBER 12, 2021

A two-year study from fintech company Bumped found customer retention efforts boost revenue by an average of 40%. A KPMG study finds that 86% of loyal customers will recommend a brand to family and friends. In this case, NLP basically looks at a string of text and assigns a tag of positive, neutral or negative.

Metrics 117

Metrics Feedback NPS Loyalty 117

ShepHyken

JUNE 15, 2018

Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. This category of chatbots sounds promising but is a few years away from mainstream adoption, mainly due to the error rates associated with their performance. These numbers are staggering.

Blog 75

Blog Social Media Healthcare 2017 75

BirdEye

NOVEMBER 8, 2023

Use case: Getting listed on Google boosts your local business’s SEO credibility and enhances your online visibility, as you can directly engage with your customers easily through a GBP account. It provides user reviews, ratings, and comparisons of software solutions across various industries and categories.

Travel 58

Travel Hotels Social Media Healthcare 58

QuestionPro Audience

SEPTEMBER 24, 2020

With a vast, but niche and specialized audience to choose from, researchers easily and swiftly field market research studies to particular audiences or demographic groups. Market researchers are scrambling to conduct online studies with focused research panels, and rightly so. High incidence rates.

Insights 78

Insights Marketing Management Sales 78

Oracle

MARCH 27, 2019

Other categories of technology can remind people w hen to take medications , monitoring devices that notify authorities or caregivers in case of a fall, and even health devices that report back to your doctor. In some cases, meeting the changing needs of baby boomers is more about layering CX options over existing experiences.

Technology 75

Technology Books 2019 Sales 75

CSM Magazine

DECEMBER 3, 2019

In half of the cases, the long wait could have been avoided with automation and better self-service capabilities. Swedish tech support company Mavenoid studied a variety of industries, from heavy machinery to consumer appliances, and measured the time users had to wait for a repair technician to fix their broken products.

Social Media 52

Social Media Measurement Customers Consumers 52

Eptica

SEPTEMBER 4, 2019

For a detailed overview of the business benefits being delivered read our case study here. Categorie(s): Best Practice AI Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

Eptica

OCTOBER 4, 2017

Watch this video with Anna Dobson, NHS BSA Service Delivery Manager - Contact Centre Services, to find out how Eptica is helping NHS BSA achieve its digital goals , deliver value for money and meet customer expectations … Request a demo | Click here for more case studies. Share this page on: Tweet.

Customer Service 48

Customer Service 2017 Demo Customer Expectations 48

SurveySparrow

JANUARY 30, 2024

Case Study Narratives In a case study, a client might elaborate, “The software’s seamless integration with our existing tools saved us hours of manual work. For example, quantitative data might involve rating customer satisfaction on a scale from 1 to 10 in the same customer satisfaction study.

Social Media 52

Social Media Measurement Customer Satisfaction Insights 52