Uniphore

DECEMBER 13, 2021

Research shows that understanding conversations is critical for retailers undergoing digital transformation. In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations. Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

Innovation 78

Innovation AI Management Consulting Education 78

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project.

Customer Loyalty 78

Customer Loyalty Start-ups 78

PeopleMetrics

FEBRUARY 21, 2023

After all, CX is never a one-and-done process, and your CX team should conduct regular customer experience research to stay up-to-date and build better experiences. To help your business start researching the customer experience at your organization, this guide will dive into a few essentials for how to develop a research program.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Inside Customer Service

JUNE 9, 2022

Several customer service professionals have recently requested advice on asking their boss for a raise. Unemployment is low, wages are rising, and companies are struggling to fill key customer service roles. Meanwhile, many customer service professionals still feel underpaid. Here's where your salary research comes into play.

Customer Service 130

Customer Service 130

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants.

83

83

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

Sales 78

Sales Customer Experience 78

The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. From the power of.

Customer Service 59

Customer Service 59

SurveySensum

FEBRUARY 9, 2024

Market research is also a lucrative field to enter, as many firms and organizations see the value of their services. In 2022, the global market research industry earned $82 billion in revenue. What is Market Research? The process often involves data about potential customers, competitors, and the industry.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Well, no more!

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. It’s all about the family setting. Here are some of our favorite takeaways from the conversation: 1. Scale and accessibility are key.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Beyond Philosophy

JULY 16, 2022

Since I am sure that we are all curious about this issue—both as businesses and consumers—we thought we would include this one as a bonus. Then, we dive into research from consumer research firm Attest that tells us a bit about how people feel about inflation and how that is going to affect their customer behavior.

Management Consulting 158

Management Consulting CX Customer Experience 158

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. At least if they are thinking about the traditional CX model. And research by Gartner concluded that 80% of organizations expect to compete mainly based on CX. But there is a big difference between talking about putting the customer first and doing so.

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

Zendesk

JANUARY 29, 2024

Every year, Gartner evaluates vendors in the customer service and support space. Enterprise customers and prospective customers will benefit from continued investments in CEC product portfolios by vendors that are experiencing strong growth (Forecast Analysis: CRM Customer Service and Support Software, Worldwide).”

CRM 52

CRM Technology Technology Customer Service 52

Zonka Feedback

AUGUST 15, 2022

Are you interested in conducting market research but need some templates to get started? We unpack market research best practises, survey planning best practises, and share some of our best templates for brand, customer, product, and employee research in this guide. What is a Market Research Template.

Start-ups 95

Start-ups 95

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. Assembled, an emerging competitor, is covered at a higher level. To order your copy of the Report, visit dmgconsult.com.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Beyond Philosophy

MARCH 29, 2024

Contacting people about products or services can take time and effort. Despite these changes, we should keep our communication personalized and well-researched. Take LinkedIn, for instance. Some think not responding is rude, while others argue it’s acceptable. It shows how communication norms differ across platforms.

Technology 89

Technology Technology CX 89

Beyond Philosophy

JUNE 17, 2023

We host author Vanessa Patrick, Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, to talk about this right way to say no based on her book, “ The Power of Saying No: The New Science of How to Say No to take Charge of Your Life. Check it out here.

Customer Experience 78

Customer Experience 78

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth. This change is significant. Nearly Half of Companies Don’t Know What to Prioritize.

CX 192

CX Net Promoter Score AI NPS 192

Lumoa

JANUARY 3, 2023

In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation! Designing surveys is an important part of market research, and it requires a great deal of thought and care. Avoid bias and priming.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

PeopleMetrics

JULY 17, 2018

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. VoC is about continuous, real-time feedback. Different Purpose, Different Audience.

VOC 210

VOC CEM CX Customer Feedback 210

Beyond Philosophy

APRIL 4, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Since ghosting is a relatively new phenomenon, we should talk about it here, too. But they could also be a form of renegotiation about what is expected in communication. Ben doesn’t either.

Social Media 60

Social Media Sales Technology Technology 60

Shep Hyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team.

Text Analytics 52

Text Analytics NPS Outlook CX 52

The Squawk Point

MARCH 22, 2024

Research teams take that insight and develop a new product. Research technicians work for research managers, who work for research directors. They aren’t paid to care about the system. It is hard for anybody to argue about; silo thinking leaves money on the table and customers in the cold.

Start-ups 52

Start-ups Customer Feedback Sales 52

Execs In The Know

APRIL 25, 2024

According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service.

AI 52

AI CXM Engineering Business Operations 52

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research. The whole city lost its service.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

Contact Center 59

Contact Center AI Customer Service Outlook 59

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. As per a research, two out of every three customers prefer natural language IVR systems.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Satisfied customers feel service is good, not better, just average. Nobody raves about average. Today’s customers are paying for their experience, not a business’ service or product. Recently businesses served to satisfy customers.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Beyond Philosophy

AUGUST 21, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. To me, this makes sense at an intuitive level.

Transportation 180

Transportation Social Media Technology Technology 180

Myra Golden Media

AUGUST 26, 2021

It might surprise you to know I don’t want customer service specialists to apologize to customers. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.

Customer Service 142

Customer Service Customer Experience 142

SurveySensum

FEBRUARY 13, 2024

So, in the world of startups, it’s not just about winning big; it’s about keeping the game going by ensuring a fantastic user experience. Research says a better UX not only gets your attention but also brings in the bucks. User Experience means how people get and engage with a service or a product.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. His research focuses on customer satisfaction, customer experience, measurement, and management.

Customer Satisfaction 89

Customer Satisfaction Technology Technology Customer Experience Management 89

Zonka Feedback

MAY 26, 2022

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good.

Customer Service 98

Customer Service Customer Experience Customer Satisfaction 98

The Customer Service Blog

NOVEMBER 15, 2023

Yet, trust in financial services is low: the FCA recently found that just 36% of UK adults see most financial providers as honest and transparent in how they treat customers. Research shows the ways in which financial service companies could improve how they deal with their consumers.

Gambling 83

Gambling Finance Customer Service 83