Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys
Callminer
NOVEMBER 12, 2019
Learning how to optimize your own surveys can help your business capture key information from customers consistently.
Callminer
NOVEMBER 12, 2019
Learning how to optimize your own surveys can help your business capture key information from customers consistently.
Intercom, Inc.
NOVEMBER 13, 2019
If your support team is routinely asking the same set of questions at the start of every chat conversation, it’s time to ask if you’re using the right tools to triage support issues. Recently our internal tech support team found themselves in this situation while providing support to our 650-person team spread across five offices and timezones.
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Beyond Philosophy
NOVEMBER 15, 2019
Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there.
Heart of the Customer
NOVEMBER 12, 2019
Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason?
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Callminer
NOVEMBER 10, 2019
Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.
Taylor Reach Group
NOVEMBER 13, 2019
By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. But is this the best approach for your contact center, your staff, or your organization?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
NOVEMBER 13, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Callminer
NOVEMBER 10, 2019
Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!
Fonolo
NOVEMBER 13, 2019
With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months. For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers. This rapid scaling of staff happens because retailers know they need to offer a consistent and pleasant customer support experience, even with the drastic increase in demand.
Totango
NOVEMBER 14, 2019
Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. This is your opportunity to prove your product is the best solution for meeting their business goals.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Confirmit
NOVEMBER 14, 2019
Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship is an exchange of values, something for something. Customers want companies to deliver great products, services and experiences at a given price point. In turn, customers reward companies that meet and exceed their expectations with loyalty behaviors , that is the ongoing behaviors that create value for the company.
Callminer
NOVEMBER 13, 2019
Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.
DMG Consulting
NOVEMBER 11, 2019
Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.
Totango
NOVEMBER 12, 2019
Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next? Do you continue to get the same level of attention from that company’s customer success (CS) team?
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Taylor Reach Group
NOVEMBER 11, 2019
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.
Customer Bliss
NOVEMBER 14, 2019
Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.
Fonolo
NOVEMBER 14, 2019
Where does your brand sit on the green-o-meter? It’s worth asking yourself this, as more and more millennial customers are starting to pay attention to the environment, and holding businesses accountable for their services, company vision, and strategy to cut waste, pollution, and plastics. Customers seem to care about it – so perhaps you should, too.
CSAT.AI
NOVEMBER 13, 2019
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a quality assurance strategy for a successful business campaign. Level One. You can’t create an effective customer service experience without talking QA (not to be confused with QQ in gaming, which is crying like a baby).
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The PhaseWare Files
NOVEMBER 12, 2019
AI-powered support tools are crucial for increasing B2B customer loyalty. Let us help you take advantage of AI with our software for B2B customer support.
Totango
NOVEMBER 13, 2019
In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!
The DiJulius Group
NOVEMBER 13, 2019
One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. Read Full Article. The post How Much Harm Can a Bad Culture Actually Cause?
Confirmit
NOVEMBER 14, 2019
A focus on the Employee Experience (EX) can have significant benefits. You know this. But can you prove it? Really? Watch Now. Most EX practitioners struggle to measure and prove the value of EX. And that is a problem. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
The PhaseWare Files
NOVEMBER 14, 2019
To improve your B2B customer support operation, you need predictive AI on your side. Let us help by providing software for B2B customer service today.
Hodusoft
NOVEMBER 13, 2019
The best today is not going to be good enough tomorrow. So, in the case of contact center software, you have good things to look forward to in 2020. It is nothing dramatic but something evolutionary. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Omnichannel Omnichannel is nothing new but for 2020 there is a progression towards including more social media channels with Whatsapp inclusion being notable.
InteractionMetrics
NOVEMBER 11, 2019
The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.
Qualtrics
NOVEMBER 12, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jessica’s “Why Qualtrics” story about how a Sales Career at Qualtrics has helped her continue to deliver on a life of impact. It’s really simple…my kids are my “why”: they are my everything. I feel blessed to have influence on my 2 daughters and my son.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
SugarCRM
NOVEMBER 12, 2019
We’re living in an exciting time for loyalty marketing. Businesses of all shapes and sizes have access to tools that can help them boost customer retention and keep customers engaged at all stages of the purchase process. But how exactly does a loyalty program do this for businesses? And how can it help e-commerce companies? It can help because every industry is competing to get their content seen and their products recognized and purchased.
Totango
NOVEMBER 11, 2019
Hi, . We have been hard at work and are excited to share our latest engagement feature with you! Advanced Campaign Engagement with Destination Pages. Communicating with your customers at the right time, in the right context is very important and we know many of you are doing it by leveraging Totango campaigns. . Our newest feature, Destination Pages, allows you to take action when a customer engages with your campaign.
InteractionMetrics
NOVEMBER 11, 2019
The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.
Qualtrics
NOVEMBER 12, 2019
The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertising company Epsilon found that 80% of consumers are more likely to make a purchase when brands offer personalized CX (customer experience). Personalization is core to experiences , according to Joe Pine, the godfather of experience economy.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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