PeopleMetrics

JUNE 28, 2021

In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more. Download the chart from this video. ? ? ?. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

Fonolo

NOVEMBER 6, 2018

Every year, many analyst firms and research groups try to illuminate the future with surveys. And one of the most common ways to present results from those surveys is via the cohort chart. Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center.

Contact Center 67

Contact Center B2C AI Customer Service 67

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Fonolo

AUGUST 28, 2018

Our favorite chart: 2018 Front Office BPO Omnibus Survey. We wrote about it here: Survey Shows Growing Popularity of Call-Backs Among BPOs. Our favorite chart: Contact Center 2.0, His blog post is the source of the chart below. Our favorite chart: Inner Circle Guide to Omnichannel Customer Contact.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Our favorite chart: The State of Customer Service 2017. Who wrote it: The Incite Group.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

Totango

FEBRUARY 23, 2022

Use tools such as customer surveys and analysis of your customer data to help you flesh out customer personas. Test the performance of your customer success strategy and use customer analytics and feedback surveys to identify areas for improvement. Map Your SaaS Customer Journey to Chart a Path to Success.

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Social Media 110

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Customers That Stick

FEBRUARY 19, 2015

Although live chat has been around awhile and 56 percent of respondents in this survey said they have used it at least once, usage of the technology still skews heavily towards younger consumers. According to the charts above, the preference of phone versus live chat for simple questions or online shopping queries is fairly equal.

Customer Service 157

Customer Service Start-ups Technology Technology 157

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. The branding of the survey is limited. Let’s get started.

Text Analytics 52

Text Analytics Start-ups NPS Customer Feedback 52

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

SurveySensum

DECEMBER 18, 2023

In today’s blog, I will teach you everything I have learned in the process and help you take your business marketing to another level. Customer feedback can be collected through various channels, such as surveys, reviews, social media, and direct communication. It also analyzes the data and puts them in a chart.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

SurveySensum

NOVEMBER 10, 2023

Well, with this blog we will list out the top 9 website feedback tools that you choose to effectively analyze your user behavior and enhance your website user experience. The tool allows users to create industry-specific and objective-specific surveys like NPS, CSAT, CES , CSI, Onboarding, Feature Prioritization, and others.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

SEPTEMBER 15, 2023

We are going to answer them here in this blog along with the top 10 B2B service feedback tools. These tools gather input from clients through surveys and later analyze the survey data to identify areas for improvement, refine their services, and strengthen client relationships. But what exactly a B2B service feedback tool is?

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Surveys aren’t a reliable source because customers often won’t tell you what they really think.

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Sprinklr

SEPTEMBER 8, 2021

Surveys are a classic way to collect customer feedback. Most people understand what surveys are. The problem is, it’s harder than ever to get customers to respond to those surveys. Data visualization is about creating pictures, charts, and graphics with data. Digital dialogues are happening all the time in that space.

Government 72

Government Social Media CX Artificial Intelligence 72

Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see the Nielsen chart, click here. To see all the numbers from the survey, click here. Reserve your spot today!

Net Promoter Score 109

Net Promoter Score Customer Relationship Customer Experience 109

Zendesk

JUNE 11, 2021

The oldest acronym in sales, AIDA is a four-step sales funnel model that charts the customer’s journey from initial awareness to eventual purchase. That’s why organizations often develop their own funnels to clearly chart the typical path that their buyers take on their way to becoming customers.

Sales 86

Sales Social Media B2B CRM 86

SurveySensum

APRIL 21, 2023

Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. But like every other tool, Formstack has its drawbacks.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Execs In The Know

FEBRUARY 12, 2023

The 2022 Gartner Customer Service and Support Survey reveals that 71% of B2C and 86% of B2B customers expect companies to be well-informed about their personal information. We see novel NLP models crossing new frontiers today, and this could chart a new path that organizations are likely to follow in the future.

Omnichannel 52

Omnichannel B2C CX AI 52

Totango

MARCH 5, 2021

This allows you to chart a step-by-step path towards higher retention where your progress can be measured objectively rather than estimated vaguely. You can also do an audit of churned customers by offering exit surveys and looking for other similarities between those who have churned in order to better retain future customers.

Customer Retention 85

Customer Retention Net Promoter Score Start-ups NPS 85

Customers That Stick

OCTOBER 16, 2014

She loves to blog about #custserv #cctr and #cx. Another time we drew a chart on a blackboard and had Pac-Man cutouts race (yes…showing my age here!), Surveys continue to show that the majority of customers are still turning to good old fashioned phone calls to get their problems solved. False Dichotomy.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. Traditionally, companies were able to identify and prioritize improvement opportunities from their customer surveys via correlation or regression analysis and quadrant charts, which identify priority improvements, fundamental essentials, and things to continue doing.

Predictive Analytics 64

Predictive Analytics Unstructured Data Education Customer Experience 64

ProProfs

FEBRUARY 7, 2013

This year started with a bang with the launch of our survey software. What made it even better was our software getting rave reviews from the media, one of which came from Technorati – world’s 8th largest social media property and the 3rd largest blog property. Small fee upgrade for unlimited surveys.

Social Media 45

Social Media Education 45

Zendesk

AUGUST 4, 2021

It was the year Amazon launched AWS, and Shakira’s Hips Don’t Lie topped the charts. According to CX Trends, more than half of surveyed customers said they would switch to a competitor after just one bad customer service experience. “Is SaaS the next big thing?” asked Eric Knorr in a piece for InfoWorld. The year was 2006.

Customer Service 98

Customer Service Social Media CX AI 98

ProProfs

JANUARY 19, 2018

The blog post discusses the reports that every LMS administrator or course creator must extract for continual improvement. Run polls, surveys, and questionnaires to assess the gaps in such courses and fill them all, one at a time. The best part, you can extract all these reports directly from the LMS you’re using. Take a look.

99

99

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?” NPS surveys can capture an overall trend in customer loyalty, but the results won’t tell you WHY that trend is happening. Pull data from your NPS surveys and recent satisfaction scores.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. It could be in the form of dashboards, charts, or graphs that provide a clear and quick overview of the health of your customer base.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

Aquire

JULY 26, 2021

I’ve attached a [slide deck, PDF, brochure, chart] mapping out the steps of your onboarding. Resources: Visit our {Blog and Help Center} for detailed information, tutorials, and advice. We have one small favor to ask: could you fill out {this survey} about your purchasing experience? Register {here}! Your name].

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Customer Bliss

SEPTEMBER 6, 2018

It might seem really compelling to want to put all the information together on a spreadsheet, or a trending chart, or present a dashboard of the survey results, but resist that temptation. Follow me on LinkedIn or subscribe to the blog below. Ditch the deck. Make your presentation experiential. Want to see more videos from me?

CX 44

CX Customer Experience 44

ProProfs

DECEMBER 22, 2012

We are proud to announce the launch of our online survey software , using which you can create and administer your own surveys. ProProfs Survey Maker is easy to use, flexible and powerful, and supports a range of comprehensive features. Key features of ProProfs online survey software. Share and Embed Surveys.

Social Media 40

Social Media 40

SugarCRM

SEPTEMBER 12, 2019

In this blog post, we flesh out an example of how SugarCRM, a flexible platform, can be used to onboard new members of your credit union. The fourth and final stage is the post-onboarding follow-up, which includes congratulating the member on their one-year anniversary and delivering a survey to see how their first year was.

CRM 24

CRM Education Start-ups Innovation 24

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. In this year’s Thankfulness Survey I asked a couple questions. In past years I’ve shown a pie chart for this question but I’m not sure it’s necessary this year. Click here to read the original post. It was humbling in fact.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

CX Journey

AUGUST 22, 2017

It appeared on their blog on March 23, 2017. There are tools for this; I'll name just two important ones for now: (1) surveys or other listening posts and (2) journey maps. Image courtesy of Pixabay I originally wrote today's post originally for injixo. It's the latter, journey maps, that I'll focus on for the rest of this post.

Customer Service 54

Customer Service Touchpoint Customer Experience Sales 54

Doing CX Right

JULY 24, 2019

She has her own blog, which is DoingCXRight.com, and talks about all topics related to customer experience. Stacy : (03:00) I started my blog a couple of years ago, and, I have to say that I never imagined what the platform would do for me. My blog is something I thought about launching for a very long time.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Qualtrics

MARCH 4, 2019

” it’s because, at some point, everyone was conducting surveys and sending paper-based surveys out to customers to check boxes, and then they weren’t using the data, leading to waste. On making your impact known: Don’t present an organizational chart, present a solution. And so that sounds bureaucratic.

Government 40

Government Customer Experience Real Estate Agriculture 40

Intercom, Inc.

MAY 3, 2018

Survey responses and numerical data are great, but they don’t replace the context of a 1:1 customer conversation. We recently did an A/B test of a new form redesign and blogged about it because analytics, engineering, product and design were all part of this. We’re also doing NPS surveys. Rohini: Definitely.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) Image courtesy of Pixabay I originally wrote today's post for Clicktools.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58