Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. How then should you get information about what people really want?

Books 137

Books Advertising Webinar Download 137

Alida

JANUARY 18, 2017

When shoppers buy, lease or service a car at a dealership, they typically receive multiple customer satisfaction (CSAT) surveys from the automaker, retailer, finance company and third-party research companies. These surveys are often very long. Car manufacturers also use CSAT surveys to reward dealers with financial incentives.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

Experience Investigators by 360Connext

APRIL 24, 2017

The next you’re discussing why there was a 20% drop in online conversions. Sometimes a leader has to listen carefully to what customers are trying to say – not what they’re reporting in a survey. Seriously, one day you’re reviewing communications because the CEO realized they actually go to customers.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Customer Bliss

FEBRUARY 7, 2017

Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. As many client conversations as possible. The goal is to have conversations and engage around the priorities, including seeing if anyone has questions, etc.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

Kayako

MARCH 28, 2017

That’s not to say customer satisfaction surveys aren’t valuable – they are, hugely valuable. When to use customer satisfaction surveys. The most important thing to understand about customer satisfaction surveys is that they aren’t broadly representative or indicative of your entire customer base. Click To Tweet.

Customer Satisfaction 69

Customer Satisfaction Measurement Metrics NPS 69

Kayako

APRIL 25, 2017

There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. The most difficult experiences usually end with a customer service conversation. Sending a Customer Effort Survey. Sending the survey. Transactional metrics. Reading the results.

Net Promoter Score 63

Net Promoter Score Effort Score 2010 Metrics 63

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Send surveys at natural pause points. Will faster reply times make a customers more loyal?

Measurement 72

Measurement Loyalty Net Promoter Score NPS 72

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

2018 111

2018 Leadership Consulting Employee Experience 111

Alida

JUNE 30, 2017

According to KPMG’s Global Automotive Executive Survey, eighty-two percent of automotive industry executives expect a business disruption in the next five years. According to Miller, authenticity requires two-way conversations that foster trust between brand and customers. – Reclaiming the customer conversation.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

ReviewTrackers

OCTOBER 25, 2017

B2B ratings and reviews site Clutch partnered with Smart Insights to survey 344 social media marketers from around the world to determine the value of social media. Fifty-two percent of social media marketers believe social media has a positive effect on their company’s revenue and sales, a number that continues to increase.

Social Media 154

Social Media B2B Advertising Customer Relationships 154

Kayako

JULY 27, 2017

These are five of the best metrics to convey the value your support team adds to your company’s ecosystem: Conversation volume/volume per rep. Cost per conversation. Conversation Volume/Volume per Rep. You can also determine how many conversations each of your reps is responding to. Customer satisfaction score (CSAT).

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

Win the Customer

JUNE 5, 2017

A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. Organize team conversations in open channels with a transparent view of what’s going on. Giving employees the freedom to work from home can impact how much they love their job and their desire to stay.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. This involves customer survey results, training, and interactions between leadership and employees. “The Relationships are one of the only things that can get you through a conversation largely dominated by profit/revenue metrics. Second up: put the journey together. Go work it.

2014 152

2014 Communication Government Customer Journey 152

PeopleMetrics

DECEMBER 5, 2017

You are actively listening to your customers and have an impressive 20% survey response rate. Every survey response is a chance to either improve on a not-so-great experience, or to reinforce and continue building upon an already stellar experience. Your customer experience management (CEM) system is up and running. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

Bob Hayes

AUGUST 21, 2017

Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s processing capabilities, these sources of data can help businesses model the processes that drive the customer customer experience (CX). Improve CX surveys. Detect fraud.

Customer Experience 103

Customer Experience 2012 Retail 2020 103

CX Accelerator

DECEMBER 5, 2017

It’s no wonder that Gallup asks if you have a best friend at work on their famous employee engagement survey, the Q12. Dreaming up new ways to improve both agent and the customer experience is no longer just a leadership conversation, and the dialog is so much richer for it! Why do you expect your team to show up?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

ShepHyken

NOVEMBER 10, 2017

To improve visitor engagement and bring them closer to conversion, communication is essential. Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Conclusion.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

SurveyGizmo

SEPTEMBER 28, 2017

Yet, for 75 percent of companies, offering CX is the number one priority for companies across the country, according to a global survey of more than 6,000 business and tech leaders conducted by Forrester. . The survey or email asks about your experience with an objective to capture customer experience and/or NPS feedback.

Omnichannel 128

Omnichannel Webinar Loyalty Programs Consumers 128

Michel Falcon Experience

JUNE 19, 2017

A CAB is a mix of selected customers who volunteer their time to provide you feedback by way of having intimate conversations with them. The meetings take place monthly or quarterly and are round table conversations where your members share positive and negative feedback. Tactic #2: Social Media Stalking (with Integrity).

Customer Experience 119

Customer Experience Social Media Customers Leadership 119

QuestionPro Audience

JUNE 21, 2017

Eye-tracking technology: Ranked ninth on the list of emerging methods and becoming widely adopted by many research firms, this technology records conversation alongside an automated system analyzing eye movement. In essence, the technology unearths the authentic feelings of individuals in real-time and intensity-level.

Innovation 83

Innovation Technology Marketing Consumers 83

ReviewTrackers

APRIL 17, 2017

Now — on top of all the places where interactions happened before — customer experiences can be shaped by a customer’s interactions with a website, a mobile app, a business listing on a third-party online review site, a brand page or a user-generated comment on social media, an e-mail, or a live chat conversation. Not a fragmented one.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

ShepHyken

MAY 5, 2017

adults surveyed expect to get an answer via self-service. Forrester Research reports that 73 percent of customers surveyed last year say the most important thing a company can do to provide good service is value their time. It’s no wonder that customers want to do more by themselves, saving them valuable time, money and effort.

Blog 79

Blog Omnichannel Social Media Retail 79

Kayako

SEPTEMBER 6, 2017

Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat. From our live chat statistics survey, it’s clear live chat drives revenue and loyalty. Except you won’t need to. Let’s get to it.

User Experience 88

User Experience Consumers Loyalty Social Media 88

CSM Magazine

JULY 4, 2017

The American Customer Satisfaction Index found that the response rates for electronic surveys were averaging between 5% and 15%. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. Listen and then act on their suggestions.

Management 72

Management Customer Service Hotels Airlines 72

Alida

JANUARY 26, 2017

Many research methods, including ad hoc satisfaction surveys, flagged issues in the experience but didn’t reveal the insight needed to solve them. These two branded insight communities allow both teams to engage their most passionate fans in an ongoing conversation about all aspects of the fan experience.

Sports 174

Sports Entertainment Webinar Guest Experience 174

Customer Bliss

APRIL 4, 2017

This conversation is about that journey, her calling to serve, and more. Surveys are part of the game, but the people who interact 1-on-1 with customers all day need to have a voice. About Sonya. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant.

Airlines 204

Airlines Hospitality Leadership Connections 204

Customer Bliss

APRIL 18, 2017

In my conversation with Anne, we discussed her path as she took on the role. . Some in the organization seemed to think CX workers were over here doing some random thing, and didn’t see the connection between that work and year-end surveys. About Anne. But two years into the process, it felt like momentum had been lost.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Forrester

APRIL 10, 2017

The criteria and their weighting is based on past research and conversations with vendor and CFM users. Client references played a large role in our evaluation: We conducted 30 hours of client reference calls and fielded a survey among 60 client references.

2017 75

2017 Feedback Management Reference 75

PeopleMetrics

MARCH 1, 2017

Keep your survey short. The optimum length for a post-transaction survey is two or three minutes. By the time they take a survey, they shouldn't have to note if they recently visited a branch, how long they've been a customer, or input demographic information. Make the survey-taking experience frictionless and mobile-friendly.

Feedback 61

Feedback Banking Customers Customer Centricity 61

CX Journey

SEPTEMBER 27, 2017

If you're using the same survey you did a year ago, it's time to check that. But listening programs are not just about surveys, and even if you continue to use surveys, there are much more innovative approaches to surveying than a year or two ago. Your surveys aren't mobile friendly? Lastly, don't just use surveys.

2020 45

2020 Social Media Feedback Innovation 45

Alida

NOVEMBER 28, 2017

It also means avoiding sending long surveys and over-communication. While Red Bull sees gamification as enabling a successful community, Scripps has learned it’s not about offering prizes, it’s about authentic, two-way conversations, said Etela. This can be done by gamifying the interactions with customers to get them excited.

Insights 100

Insights Competitive Advantage Innovation 2017 100

Alida

JULY 21, 2017

Rather than running surveys, POLITICO lets users create a profile and provide information about their preferences, such as what kind of coverage they’re interested in, where they live, when they were born and where they work, among other things. Since 2015, REI started tapping its member pool to get better insight on its products.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 62

Customer Satisfaction Feedback Customers White Paper 62

Eptica

JANUARY 19, 2017

Consumers will only stay with a brand if they are actively engaged with the overall experience, through an ongoing, two way conversation. These types of chat can turn detractors into promoters in the time it takes to have a conversation. This is particularly true as we move into 2017. Here are three areas for brands to focus on: 1.

Customer Experience 58

Customer Experience 2017 Loyalty Consumers 58

Kayako

OCTOBER 16, 2017

On the other (more positive) end of the spectrum, support can identify customers who could benefit from a having conversation around expanded usage. These conversations should be passed over to a customer success manager who can dive into more details around the customer’s needs. Collect product feedback to help improve the product.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Beyond Philosophy

FEBRUARY 6, 2017

In a survey for the event promotion site Eventbrite, 78 percent said they’d rather spend their money on an experience or event than a product. is the start of a great conversation. “Oh, People bond over shared experiences more than shared things: “Oh, you’ve hiked Machu Picchu? I just got back from there!” Oh, you got an iPhone 7?

2017 135

2017 Events Retail Consulting 135