Customer Service Life

AUGUST 22, 2019

Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

SurveySensum

DECEMBER 2, 2024

Qualtrics CoreXM Large enterprises focused on advanced surveys Advanced survey customization Drag-and-drop survey design Mobile support Can collect customer data from various sources Contact for pricing details 4.4 Users can customize surveys tailored to their branding needs with extensive options.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Lumoa

FEBRUARY 6, 2018

Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

CX 121

CX Customer Experience Education Machine Learning 121

Retently

JANUARY 25, 2023

Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. And this can be done only by going back to the source and getting acquainted with it by directly collecting customer-provided data via quizzes and customer surveys.

Social Media 31

Social Media Customer Acquisition Non-Profits NPS 31

ClearAction

AUGUST 29, 2015

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Prevention is the name of the game, the antidote to the perception, expense, and churn symptoms listed above.

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

InteractionMetrics

FEBRUARY 26, 2020

It’s true, I often see companies pestering their customers with biased surveys. It’s also true I see many companies gleaning grossly gamed data from their surveys. But at the same time, when done well, I see surveys worth their weight in gold. It’s great to be quoted and I love sharing my observations!

Gaming 52

Gaming Customer Survey 52

InteractionMetrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. Check #2: Is there gaming?

Gaming 52

Gaming Customer Survey Customer Feedback 52

InteractionMetrics

FEBRUARY 24, 2020

Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! Bad Customer Surveys are Everywhere. Let’s Imagine a World with Better Surveys. Check #2: Is there gaming?

Gaming 52

Gaming Customer Survey Start-ups Customer Feedback 52

Aquire

JULY 20, 2021

21 Customer Service Goals to Strive for in 2021. Build a customer survey strategy. Put your customers in the driver’s seat by surveying them regularly. Done properly, customer surveys are an excellent way to gain valuable information on how to improve your business processes across all departments.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Zendesk

DECEMBER 30, 2020

Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. Get up and running quickly and provide in-game support or enable in-game self-service with a branded support experience. Trigger a Wootric email or SMS survey when a ticket closes in Zendesk using webhooks.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

Retently

JANUARY 13, 2025

A great CES tool should make it a breeze to design clean and simple surveys. Your business isnt generic, and your CES surveys shouldnt be either. Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Even better?

Sentiment Analysis 122

Sentiment Analysis Net Promoter Score NPS Touchpoint 122

Aquire

AUGUST 12, 2021

Sephora offers multiple options to customers through Facebook Messenger. 3) Customer surveys. Surveys offer you the opportunity to shed light into what your customers think. First, surveying customers creates engagement by showing you listen to and value their opinion. Send them a short survey.

Social Media 98

Social Media Retail Entertainment Customer Survey 98

CX Journey

OCTOBER 19, 2016

Metrics can help to rally the troops around the customer – but that’s only if they're presented in the right context. It’s not the right context if you… mention the score without even talking about the customer and the customer experience (yes, this does happen!)

Finance 83

Finance Government Start-ups Gaming 83

Totango

AUGUST 15, 2019

You need to look at multiple data points because if you limit yourself to only one piece of data, you won’t get full visibility of the customer journey. And that means you could be overlooking key insights that could completely change the game. Gather data in one place. Evaluate the kinds of data you’re collecting.

Touchpoint 81

Touchpoint Gaming Voice of the Customer Customer Survey 81

Customer Bliss

DECEMBER 26, 2018

So, please, just don’t fill out our survey unless you can give us that 10” Would you do that to your mother? But yet, around the world, that survey score has become the end game. Stop Begging For Survey Scores and Get Real, Authentic Feedback.

Hospitality 81

Hospitality Hospitality CX Gaming 81

CX Journey

DECEMBER 10, 2015

Qualitative research is a great way to start getting to know your customers. You can start to gather this data through the use of customer surveys, telephone interviews, in-person interviews, and focus groups. He was Co-Founder at Guerillapps, a social gaming platform. (Accurate data, to be more specific.)

Data Mining 55

Data Mining Customer Journey Map Entertainment Social Media 55

Hodusoft

NOVEMBER 27, 2024

Customer Satisfaction ( CSAT ) This measures the satisfaction level of customers with your product, service, or overall experience. But the good news is, it is easy when businesses think strategically and focus on customer experience (CX). Fortunately, there are many tools that can help businesses level up their CX game.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Customer Bliss

APRIL 11, 2017

In those, customers give feedback, and Sprint responds to the feedback. Usually this involved customer surveys at major touchpoints, like post-purchase, first bill, etc. He was careful not to over-survey, however — focusing more on the ability to respond to the feedback. 10,000) but not following up with many.

NPS 65

NPS Net Promoter Score Gaming Manufacturing 65

CSAT.AI

APRIL 5, 2023

First Call Resolution (FCR) : This metric measures the percentage of customer inquiries or issues resolved during the first interaction with an agent. G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

AUGUST 18, 2022

On the other hand, you need to consider that you’re not alone in wanting to have a good customer experience. Miller explained that while a customer feedback survey intends to enhance customer experience, it is the customer experience itself being compromised and I couldn’t agree more. Undefined goals.

Customer Journey Map 78

Customer Journey Map Close the Loop Customer Feedback Start-ups 78

InteractionMetrics

FEBRUARY 20, 2025

When you partner with Interaction Metrics , you get a third-party survey partner who removes bias and gives you honest, reliable data. And when you have an actual score instead of a gamed score, you can make decisions based on facts. Close the Loop Quickly Speed matters when addressing customer feedback.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Lumoa

FEBRUARY 9, 2023

Additionally, customer-generated content can be used to build customer loyalty by highlighting customer stories and recognizing customer achievements. Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

InteractionMetrics

APRIL 12, 2016

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And of course, customers refer to similar issues in different ways—and within all this complexity lies valuable, game-changing insights. Then listen.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

SurveySensum

JULY 25, 2023

By avoiding them, you can create B2B customer surveys that yield reliable, and meaningful data. The same holds for B2B surveys. Before diving into the world of customer surveys , it’s crucial to identify your objective. When conducting their B2B customer survey, they meticulously segmented their client base.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Comm100

JANUARY 13, 2022

The CX playing field has changed considerably for customer service teams in the past 5 years – but this hasn’t been driven by the organizations themselves. Instead, consumer expectation has pulled and pushed brands to raise their customer service game in order to match the experience they receive from other industries.

Omnichannel 94

Omnichannel Customer Experience Social Media CX 94

Zendesk

JULY 16, 2021

If WhatsApp were a video game, it would have three different levels: the consumer WhatsApp app, the WhatsApp Business app, and the WhatsApp Business API. In fact, only 15 percent of customers surveyed in our Trends Report said they preferred to use SMS as a customer support channel. WhatsApp business benefits.

E-commerce 105

E-commerce Start-ups CRM Customer Relationship 105

InteractionMetrics

SEPTEMBER 17, 2019

Either way, it’s what we call Gaming and it’s the second flaw on the list below. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why ask your customers to take surveys if the data you collect fails to capture the facts? Bad Customer Surveys are Ubiquitous.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

SurveySensum

NOVEMBER 2, 2023

To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits. These insights empower you to enhance customer experience, boost satisfaction, and foster loyalty. But is customer feedback really a game-changer?

Customer Feedback 52

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 52

SurveySensum

SEPTEMBER 14, 2023

Branching Questions (Skip Logic): Tailor your surveys based on user responses using skip logic, enhancing the relevance and engagement of your feedback forms. Unlimited Templates and Themes: Choose from an extensive library of templates and themes to customize surveys, ensuring they align with your brand and user preferences.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

CX Journey

JUNE 28, 2016

talk about the score in context, i.e., talk about what it means relative to the customer and the customer experience avoid gaming surveys (selecting certain customers, surveying at a specific time when you know scores will be better, offering incentives a la “the car dealer curse,” etc.)

NPS 50

NPS Finance Government Gaming 50

Hodusoft

OCTOBER 14, 2022

Some more features that make contact center software a game changer. Customer survey, etc. e-Commerce businesses can deliver impeccable customer service to boost their customer retention rate. Personalize customer service experiences to make your customers feel valued. Click-to-call . Preview dialer.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Gainsight

MAY 4, 2022

Oftentimes, we look to address that need by including collaboration as part of each role’s responsibilities, allowing for Customer Success to communicate feedback to Product via a seamless pathway, and, in some cases, aligning Customer Success and Product resources. Customer Success by Product Design in Action.

Real Estate 52

Real Estate Gaming Start-ups NPS 52

SurveySensum

NOVEMBER 15, 2023

Apple: Customer Survey Success Google: Beta Testing Excellence Facebook: Harnessing In-App Feedback Salesforce: Customer Advisory Boards Microsoft: Employee-Driven Insights Uber: Real-Time Feedback Mechanism YouTube: Like and Dislike Buttons Reddit: Upvote and Downvote System Google: Feedback Form 1.

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Customer Bliss

JANUARY 12, 2016

You know the debate about efficacy of the survey collection tool, the sample size or the customers surveyed. These three conditions will help remove many of the issues that plague progress when most of the stories come from survey scores. feedback volunteered from customers as they interact with you.

Social Media 44

Social Media Gaming Customer Survey CX 44