InteractionMetrics

MAY 15, 2019

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Without productive next steps there is no customer experience improvement, much less customer experience transformation. Flat charts and static reporting leave you stuck in the 1990’s.

Mystery Shopping 40

Mystery Shopping Customer Survey Customer Experience Customer Service 40

The Customer Service Blog

MARCH 25, 2022

Using a mystery shopping exercise, it also said that in postcodes where more than 50% of the population were from ethnic minority backgrounds, there was a penalty of at least £280 a year. What is the view of The Customer Service Blog? We will continue to consider any evidence we receive of concerns around pricing."

Mystery Shopping 52

Mystery Shopping Legal Customer Service Customer Experience 52

InteractionMetrics

DECEMBER 8, 2023

How to Get Customer Feedback: The ABCs No matter what method you choose for getting to the heart of the customer experience, some precepts are always true. Truth A: Not All Data is Equal Analysts often treat all dimensions of the customer experience as equally important. Is it enough to read all those comments?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

InteractionMetrics

MAY 28, 2019

Here’s my shot at a definition: Customer Listening is a research-driven discipline that requires an open, curious, and scientific state of mind. It seeks concrete insights to improve the customer experience and it explores customer successes, friction points, and missed opportunities. How can we increase customer loyalty?

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

InteractionMetrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

CX Journey

MARCH 31, 2016

Reduce the Waste In sharp contrast, video mystery shopping is impervious to such characteristic flaws, making the information obtained far superior in terms of reliability and usability for improvement. Capturing employee performance on film documents all aspects and nuances of a customer’s experience without subjectivity or bias.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

Myra Golden Media

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

Mystery Shopping 78

Mystery Shopping Contact Center Customer Service Customer Experience 78

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

FEBRUARY 21, 2021

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Was the experience pleasant? Who hires them?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

1 to 1

JULY 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. But they need to be better. appeared first on 1to1 Media.

Mystery Shopping 26

Mystery Shopping E-commerce Retail CX 26

CX Journey

JULY 19, 2016

While they are (lean) management principles/concepts, they apply not only to the employee experience but also to the customer experience. As you read those definitions, I hope you did what I did when I first read them: I nodded my head and thought that these had great application to the world of customer experience.

Mystery Shopping 35

Mystery Shopping Manufacturing Retail Customer Experience 35

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Mystery Shopping 67

Mystery Shopping Customer Experience Contact Center Customer Feedback 67

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. These shortcomings do affect the service quality. “A This is a vast difference having a huge impact on service quality.”

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Callminer

SEPTEMBER 5, 2017

Bottom Line: Make your call center relevant by bridging the gap between your brand’s online presence and your call center with a co-browsing solution that helps your agents stay irreplaceable in boosting the brand’s performance and improving customer experience. Jack Barmby. The biggest problems keeping QA teams up at night are…”.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

1 to 1

MAY 3, 2021

Top 5 CX Gaps in Messaging and Chat : We mystery shopped some famous brands. In this infographic, see what we learned about their chat, messaging, and texting conversational experiences. Meet the “Chat Avengers : Who are you going to call when you want to deliver a great customer experience with chat?

Mystery Shopping 26

Mystery Shopping Artificial Intelligence Healthcare Omnichannel 26