There is a gamut of methods to gather customer feedback: from NPS surveys to on-site, one-on-one interviews. While all have their benefits. Nothing is as cost-effective…and beneficial…as the customer phone interview.
8 Steps to Effectively Coaching Call Center AgentsTalkdeskInc
This document outlines 8 steps for effectively coaching call center agents. The steps are: 1) Prepare for coaching sessions by setting goals and developing a framework. 2) Identify performance trends based on call type. 3) Detect performance issues through live observations and call monitoring. 4) Evaluate multiple calls to obtain reliable data. 5) Allow customers to provide feedback during coaching. 6) Provide specific, data-driven, timely feedback tied to an action plan. 7) Develop targeted action plans with measurable goals and timelines. 8) Follow up with agents before the action plan deadline.
How to Humanize Customer Experience in this Robotic AgeNiharika Gupta
Customer Experience is an essential aspect of any business, and with automation surrounding us everywhere, it becomes crucial to treat the customers with the utmost care and help them feel valued.
Let's see how you can humanize your customer experience and aim for better customer satisfaction with these easy steps.
Phone Survey Software: The All You Can Know GuideNiharika Gupta
Surveys are an essential tool for gaining customer feedback and making changes that cater to the customer needs.
Let's try and understand all about surveys and how you can conduct them effectively.
This document discusses an enterprise speech analytics solution presented by Surya Putchala. The solution analyzes customer service call audio data to provide actionable insights. It can interpret voice to text, analyze sentiment and mood in real-time, and score service representatives. Analytics dashboards provide insights into topics, response times, top customers and representatives, call volumes, lengths, and more. The benefits of the solution include improving customer experience, service quality, reducing costs, and increasing revenue through up-selling and cross-selling while reducing attrition.
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
What is the Net Promoter Score? How does it work? How do you ensure growth through customer loyalty? We at Enalyzer want to help your business by introducing best practices for this powerful customer experience (CX) tool.
Sign up for free on Enalyzer
https://www.enalyzer.com/
The document provides an overview of developing a Net Promoter Score (NPS) program for client XYZ. It discusses the pros and cons of using NPS as a metric, as well as potential pitfalls to avoid. Key recommendations include building a more comprehensive customer feedback program, gaining organization-wide commitment, implementing timely follow-up processes, and clearly communicating goals, lessons learned, and actions taken.
This document discusses Net Promoter Score (NPS), a metric used to gauge customer experience and predict business growth. NPS sorts customers into three categories - Promoters, Passives, and Detractors - based on how likely they are to recommend a business. It is calculated by subtracting the percentage of Detractors from Promoters. Using NPS provides focused customer feedback, helps predict revenue growth, and boosts customer lifetime value when leveraged to improve the customer experience and address common complaints.
8 Steps to Effectively Coaching Call Center AgentsTalkdeskInc
This document outlines 8 steps for effectively coaching call center agents. The steps are: 1) Prepare for coaching sessions by setting goals and developing a framework. 2) Identify performance trends based on call type. 3) Detect performance issues through live observations and call monitoring. 4) Evaluate multiple calls to obtain reliable data. 5) Allow customers to provide feedback during coaching. 6) Provide specific, data-driven, timely feedback tied to an action plan. 7) Develop targeted action plans with measurable goals and timelines. 8) Follow up with agents before the action plan deadline.
How to Humanize Customer Experience in this Robotic AgeNiharika Gupta
Customer Experience is an essential aspect of any business, and with automation surrounding us everywhere, it becomes crucial to treat the customers with the utmost care and help them feel valued.
Let's see how you can humanize your customer experience and aim for better customer satisfaction with these easy steps.
Phone Survey Software: The All You Can Know GuideNiharika Gupta
Surveys are an essential tool for gaining customer feedback and making changes that cater to the customer needs.
Let's try and understand all about surveys and how you can conduct them effectively.
This document discusses an enterprise speech analytics solution presented by Surya Putchala. The solution analyzes customer service call audio data to provide actionable insights. It can interpret voice to text, analyze sentiment and mood in real-time, and score service representatives. Analytics dashboards provide insights into topics, response times, top customers and representatives, call volumes, lengths, and more. The benefits of the solution include improving customer experience, service quality, reducing costs, and increasing revenue through up-selling and cross-selling while reducing attrition.
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
What is the Net Promoter Score? How does it work? How do you ensure growth through customer loyalty? We at Enalyzer want to help your business by introducing best practices for this powerful customer experience (CX) tool.
Sign up for free on Enalyzer
https://www.enalyzer.com/
The document provides an overview of developing a Net Promoter Score (NPS) program for client XYZ. It discusses the pros and cons of using NPS as a metric, as well as potential pitfalls to avoid. Key recommendations include building a more comprehensive customer feedback program, gaining organization-wide commitment, implementing timely follow-up processes, and clearly communicating goals, lessons learned, and actions taken.
This document discusses Net Promoter Score (NPS), a metric used to gauge customer experience and predict business growth. NPS sorts customers into three categories - Promoters, Passives, and Detractors - based on how likely they are to recommend a business. It is calculated by subtracting the percentage of Detractors from Promoters. Using NPS provides focused customer feedback, helps predict revenue growth, and boosts customer lifetime value when leveraged to improve the customer experience and address common complaints.
This document discusses key customer service metrics that organizations should track, including customer satisfaction, loyalty, feedback, contact volume, agent performance, and more. It recommends focusing on 2-3 metrics that relate to the business' core goals of revenue, profit, and growth. Examples are given from companies like Zappos and Bonobos that illustrate how they measure and improve customer service. The document stresses the importance of proper data collection and analysis to ensure metrics are meaningful.
Net Promoter Score (NPS) is a metric used to gauge customer experience and loyalty. It is calculated based on responses to a single question rating customers from detractors to promoters. Having a high NPS correlates with improved reputation, customer retention, and business growth. Two case studies show how companies improved their NPS and business outcomes: a service provider increased NPS from insufficient product knowledge and communication, leading to higher customer retention. An insurance company found high NPS correlated with longer policy retention, so focused on improving loyalty.
The document discusses creating a great customer experience during the loan implementation process. It emphasizes that the implementation stage is when customers see how their loan application is handled and their experience is put to the test. It provides tips for creating a strong customer experience strategy, including understanding customer preferences, defining touchpoints in the customer journey, ensuring consistency, gathering feedback, and leveraging technology to improve communication.
The document discusses the importance of measuring customer satisfaction through Net Promoter Score (NPS). It notes that customer experience is shaped by every interaction and that 56% of unhappy customers will tell others about their poor experiences. NPS measures customer satisfaction and likelihood to recommend by asking customers to rate how likely they are to recommend a company to friends. The system sorts customers into promoters, passives, and detractors to identify problem areas and drive improvements. Regular NPS tracking helps organizations prioritize customers and change behaviors to keep a focus on delivering positive experiences.
What is Net Promoter Score?
Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.
Why should you measure your Net Promoter Score?
Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).
It helps you identify which customers are at risk of churning. It also helps identify your promoters who are helpful for case studies and referrals.
This survey usually includes a follow up question that helps identify why customers are demoters or why they are promoters, which is equally as important.
Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
4 User Experience Questions to Include in Your Next UX SurveySogolytics
Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
http://www.tentaclecloud.com/signup.php
The document discusses the purpose of jobs and employment. It states that employers only handle money and distribute wages, but customers are the real source of income and reason for employment. Employees exist to make or do things for other people, namely customers. So while employers provide wages, customers are the true source of an employee's income and job through their spending and support of the business.
Those annoying members! We put the information in the email! It’s not our fault that they didn’t take the time to read it! If your organization is currently relying on a uni-channel messaging strategy, then this webinar is for you. While email remains the backbone of a digital marketing strategy for the foreseeable future, the user has changed. Learn why email isn’t enough and take home new strategies for increasing your users receiving and absorbing your message! Watch this entire webinar and others by Highroad U on our YouTube channel: http://shout.lt/rMNF
A small transportation logistics company is seeking to reduce attrition by 8% and improve customer satisfaction by 10% with a budget of $5,000. Key questions to consider are how to establish strong customer loyalty drivers, which research methodology to use, and how to accomplish the goals within the budget. Online surveys are recommended due to their low cost, ability to gather data quickly from many customers, and provide real-time analysis. Specifically, bulletin board focus groups and 6-8 in-depth interviews are suggested to explore customer needs and identify loyalty drivers. This combination of methods comes in under budget at $4,990.
How to Optimize Your Landing Page Using Qualitative User ResearchQuekelsBaro
Using qualitative user research can help optimize landing pages and increase conversion rates. Some key methods include customer surveys in welcome/thank you emails, analyzing customer service interactions, conducting customer interviews, and usability testing. The research should identify themes in customers' needs, objections, and experiences. Insights can then be used to form hypotheses to test via A/B testing. For example, Unbounce identified that clarifying an offer and adding video testimonials improved understanding and trust, leading to higher conversions. Qualitative research provides a deeper understanding of user behavior to complement quantitative data.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
The document provides guidance on creating a marketing plan in 3 parts. Part 1 discusses the importance of a marketing plan for businesses of any size and covering a 1 year period. It also recommends involving different departments to provide input. Part 2 focuses on researching the market through primary and secondary research methods like surveys, interviews and industry reports. Part 3 prefaces the key elements a marketing plan should include like financial reports and sales data. The plan should provide direction for marketing efforts and insight into the company.
This document provides an agenda and information for an online support lesson. The objective is for students to learn vocabulary related to online support in order to provide customer support online. It defines online support service as answering customer questions digitally using tools like email, chat, and messaging. It provides tips for good online customer service such as easy interactions, choice of channels, fast replies, and empathetic agents. It also gives recommendations to improve online support like helping customers help themselves, meeting them where they are, getting a complete view of customers, responding quickly, training support teams, deescalating conflicts carefully, asking for feedback, and being human. New vocabulary words are defined related to online support forums, chats, agents, posts,
Struggling to keep up with leads from various sources and channels?
In this webinar, Jessica Clarke and Anna Charity, Senior Product Marketing Managers at CallRail, will provide tips for ensuring a strong lead follow-up, regardless of the channel. They will also dive into techniques to improve lead tracking and drive more leads, efficiently.
You will learn:
- How consumer habits are shifting and what to do about them.
- Tips for improving customer experience and analytics.
- How to uncover your best lead sources.
- What you can do to increase your close rates.
Consumer behavior is shifting. Your customers want information on their terms.
They might call, text, chat, or fill out a form. With so many communication channels, it can be hard to keep up with leads.
Not only is it hard to track all these different lead sources and channels, but it can also be challenging to ensure timely follow-up.
Writing an effective brief - Panteion University, Ad & PR LabLina Kiriakou
Writing a brief: how to ask your client for the information you need on a project and how this can be translated to an effective creative brief to your agency
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
This document discusses the pros and cons of real-time research versus more traditional research methods that involve a considered response after some time has passed. While real-time research can provide accurate insights into immediate customer experiences, it may lack important context about memories and the overall customer journey that traditional methods can capture. The author argues that combining real-time data with follow-up surveys allows businesses to get a more complete view of the customer experience.
A Checklist to Implement Website Live ChatFordDirect
This document provides tips for dealerships to effectively manage online chat as part of their customer interactions and sales process. It recommends that dealerships 1) create customized FAQs, 2) implement a process to capture customer information from chats for lead generation, and 3) keep chat representatives consistent to provide a personalized experience for online customers.
10 Things Federal Customers Want from an IT Support ExperienceBMDS3416
In today’s competitive market, customer satisfaction is key. What factors make the IT support experience better for Federal customers? Consider these 10 things.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
This document discusses key customer service metrics that organizations should track, including customer satisfaction, loyalty, feedback, contact volume, agent performance, and more. It recommends focusing on 2-3 metrics that relate to the business' core goals of revenue, profit, and growth. Examples are given from companies like Zappos and Bonobos that illustrate how they measure and improve customer service. The document stresses the importance of proper data collection and analysis to ensure metrics are meaningful.
Net Promoter Score (NPS) is a metric used to gauge customer experience and loyalty. It is calculated based on responses to a single question rating customers from detractors to promoters. Having a high NPS correlates with improved reputation, customer retention, and business growth. Two case studies show how companies improved their NPS and business outcomes: a service provider increased NPS from insufficient product knowledge and communication, leading to higher customer retention. An insurance company found high NPS correlated with longer policy retention, so focused on improving loyalty.
The document discusses creating a great customer experience during the loan implementation process. It emphasizes that the implementation stage is when customers see how their loan application is handled and their experience is put to the test. It provides tips for creating a strong customer experience strategy, including understanding customer preferences, defining touchpoints in the customer journey, ensuring consistency, gathering feedback, and leveraging technology to improve communication.
The document discusses the importance of measuring customer satisfaction through Net Promoter Score (NPS). It notes that customer experience is shaped by every interaction and that 56% of unhappy customers will tell others about their poor experiences. NPS measures customer satisfaction and likelihood to recommend by asking customers to rate how likely they are to recommend a company to friends. The system sorts customers into promoters, passives, and detractors to identify problem areas and drive improvements. Regular NPS tracking helps organizations prioritize customers and change behaviors to keep a focus on delivering positive experiences.
What is Net Promoter Score?
Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.
Why should you measure your Net Promoter Score?
Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).
It helps you identify which customers are at risk of churning. It also helps identify your promoters who are helpful for case studies and referrals.
This survey usually includes a follow up question that helps identify why customers are demoters or why they are promoters, which is equally as important.
Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
4 User Experience Questions to Include in Your Next UX SurveySogolytics
Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
http://www.tentaclecloud.com/signup.php
The document discusses the purpose of jobs and employment. It states that employers only handle money and distribute wages, but customers are the real source of income and reason for employment. Employees exist to make or do things for other people, namely customers. So while employers provide wages, customers are the true source of an employee's income and job through their spending and support of the business.
Those annoying members! We put the information in the email! It’s not our fault that they didn’t take the time to read it! If your organization is currently relying on a uni-channel messaging strategy, then this webinar is for you. While email remains the backbone of a digital marketing strategy for the foreseeable future, the user has changed. Learn why email isn’t enough and take home new strategies for increasing your users receiving and absorbing your message! Watch this entire webinar and others by Highroad U on our YouTube channel: http://shout.lt/rMNF
A small transportation logistics company is seeking to reduce attrition by 8% and improve customer satisfaction by 10% with a budget of $5,000. Key questions to consider are how to establish strong customer loyalty drivers, which research methodology to use, and how to accomplish the goals within the budget. Online surveys are recommended due to their low cost, ability to gather data quickly from many customers, and provide real-time analysis. Specifically, bulletin board focus groups and 6-8 in-depth interviews are suggested to explore customer needs and identify loyalty drivers. This combination of methods comes in under budget at $4,990.
How to Optimize Your Landing Page Using Qualitative User ResearchQuekelsBaro
Using qualitative user research can help optimize landing pages and increase conversion rates. Some key methods include customer surveys in welcome/thank you emails, analyzing customer service interactions, conducting customer interviews, and usability testing. The research should identify themes in customers' needs, objections, and experiences. Insights can then be used to form hypotheses to test via A/B testing. For example, Unbounce identified that clarifying an offer and adding video testimonials improved understanding and trust, leading to higher conversions. Qualitative research provides a deeper understanding of user behavior to complement quantitative data.
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
The document provides guidance on creating a marketing plan in 3 parts. Part 1 discusses the importance of a marketing plan for businesses of any size and covering a 1 year period. It also recommends involving different departments to provide input. Part 2 focuses on researching the market through primary and secondary research methods like surveys, interviews and industry reports. Part 3 prefaces the key elements a marketing plan should include like financial reports and sales data. The plan should provide direction for marketing efforts and insight into the company.
This document provides an agenda and information for an online support lesson. The objective is for students to learn vocabulary related to online support in order to provide customer support online. It defines online support service as answering customer questions digitally using tools like email, chat, and messaging. It provides tips for good online customer service such as easy interactions, choice of channels, fast replies, and empathetic agents. It also gives recommendations to improve online support like helping customers help themselves, meeting them where they are, getting a complete view of customers, responding quickly, training support teams, deescalating conflicts carefully, asking for feedback, and being human. New vocabulary words are defined related to online support forums, chats, agents, posts,
Struggling to keep up with leads from various sources and channels?
In this webinar, Jessica Clarke and Anna Charity, Senior Product Marketing Managers at CallRail, will provide tips for ensuring a strong lead follow-up, regardless of the channel. They will also dive into techniques to improve lead tracking and drive more leads, efficiently.
You will learn:
- How consumer habits are shifting and what to do about them.
- Tips for improving customer experience and analytics.
- How to uncover your best lead sources.
- What you can do to increase your close rates.
Consumer behavior is shifting. Your customers want information on their terms.
They might call, text, chat, or fill out a form. With so many communication channels, it can be hard to keep up with leads.
Not only is it hard to track all these different lead sources and channels, but it can also be challenging to ensure timely follow-up.
Writing an effective brief - Panteion University, Ad & PR LabLina Kiriakou
Writing a brief: how to ask your client for the information you need on a project and how this can be translated to an effective creative brief to your agency
The Enterprise Feedback Management Guide explains how companies benefit from the use of enterprise feedback management systems (EFM), and how to implement and run an EFM system in your own company.
This document discusses the pros and cons of real-time research versus more traditional research methods that involve a considered response after some time has passed. While real-time research can provide accurate insights into immediate customer experiences, it may lack important context about memories and the overall customer journey that traditional methods can capture. The author argues that combining real-time data with follow-up surveys allows businesses to get a more complete view of the customer experience.
A Checklist to Implement Website Live ChatFordDirect
This document provides tips for dealerships to effectively manage online chat as part of their customer interactions and sales process. It recommends that dealerships 1) create customized FAQs, 2) implement a process to capture customer information from chats for lead generation, and 3) keep chat representatives consistent to provide a personalized experience for online customers.
10 Things Federal Customers Want from an IT Support ExperienceBMDS3416
In today’s competitive market, customer satisfaction is key. What factors make the IT support experience better for Federal customers? Consider these 10 things.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
Sales Power covers the secrets of successful people. Provides - Speeches for Coaches - Professional seminar presentation and workbook materials. Helps your clients build a personal plan to succeed in their goals. www.speechesforcoaches.com, Jon Newsome (770) 614-4146.
What's Next in CX Top 5 Trends For Effortless Customer Engagement in 2017Kirti Khanna
This document discusses top trends for effortless customer engagement in 2017. It defines effortless customer service as requiring less effort from customers to get issues resolved quickly. It argues that customers now demand effortless rather than excellent service across any channel. The top trends discussed are: 1) Millennials demanding intuitive answers within seconds through personalized support; 2) Chatbots providing conversational answers; 3) Real-time customer intelligence dashboards for personalization; 4) Guidance across channels rather than channel preference; 5) Contextual knowledge bases that preemptively answer questions.
Companies who have implemented call quality programs have realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance. How does your call quality program compare? This is an extract from the Ascent Group\\\'s annual call quality practices benchmarking research.
Customer experience: Beauty lies in the DetailsVikram Bawa
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Primary Intelligence highlights the hottest B2B buyer trends to watch for in 2016: 1. Buying process will happen (mostly) without you. 2. Buyers expect B2C excellence from B2B vendors. 3. Firms with effective personas and journey mapping will surge ahead.
Primary Intelligence published key findings from our annual State of Win Loss report, including Win Loss program benefits, Win Loss data collection tools, annual spending on Win Loss initiatives, and comparisons with 2014 Win Loss findings.
The report also includes strategic and tactical recommendations for leveraging Win Loss initiatives to the fullest extent possible.
The following infographic highlights some of the most compelling findings from our 2015 State of Win Loss research.
Did you know that B2B buyers rate less than half of all sales reps as effective in understanding their business needs? In this webinar, Primary Intelligence and CustomerCentric Selling® discuss how well sales reps understand B2B buyer needs and share strategies so you can win more deals.
Effective Strategies for Exceptional Customer Experience ProgramsPrimary Intelligence
Want to learn about the latest Customer Experience research? Watch our webinar to hear what leading companies are doing to leverage and promote CX initiatives throughout their organizations.
Less than half of all sales reps are effective in understanding their buyer’s needs. Join our webinar to learn key findings from our recent study of what’s causing this issue, along with tips on what you and your sales team can start doing today.
Why do customers defect to your competitors? Is it inevitable or is there something you can do to retain them? Primary Intelligence discusses the three best practices you can incorporate today to help retain customers and keep them coming back.
1. To get more information about how Customer
Phone Interviews can impact your business, visit:
www.primary-intel.com
CUSTOMER PHONE INTERVIEWSCUSTOMER PHONE INTERVIEWS
A BetterWay to Gather Customer Experience Feedback
TIPS FOR A QUALITY PHONE INTERVIEW
CUSTOMER EXPERIENCE ANALYSIS SPECTRUM
PROBLEMS WITH NPS SURVEYS
Candor: Distance can give a customer the freedom to be more candid in their
responses. Sometimes, face-to-face discussions can cause the respondent to be
more reserved in their responses.
30
minutes of time with little prep time
Detailed Insights:When a phone interview is paired with an online
quantitative survey completed prior to the interview, you gather the rating
scores of your performance as well as the background information as to why
a customer rated you the way they did.
Scheduled – Set up a formal time to speak with your customersrather than having
customer a chance to prepare, if needed.
Planned – Don’t wing it, or the moment you hang up you’ll think of 10 questions you forgot
to ask.Take the time to think through a set of discussion questions you can use for all customers,
knowing you can add more if the conversation shifts course.
Conversational –You should stay somewhat neutral to avoid leading the responses, but that
doesn’t mean you have to sound like a pollster reading from a script.The more the discussion
sounds like a conversation, the more candid the feedback will be.
Quantitative and Qualitative –You really need both question types. A qualitative
question describes the situation, while a quantitative question can pinpoint exactly what the
description means.
Recorded
A recorded call allows you to listen better, catch nuance, and share the recording
with others so they can hear the true voice of the customer.
Analyzed – Don’t leave the feedback raw; put some structure around it through analysis.What are
the major themes?What will likely drive a future purchase decision? Create concise, focused insights
Low Cost: No travel or accommodation
costs. No loss of work time for travel needs.
some of the nuance of the customer’s needs.
No background information regarding
their reasoning for the scores.
*YoucanhaveahighNetPromoterScoreandstillhavealowcustomerretentionrate.In30%oflossesthatourclientsexperience,their
buyersratedthem9or10(a"Promoter"accordingtoNPS)andyettheirbuyersstillchoseacompetitor.NPSdoesnottellyouwhy.
Time:
face-to-face drastically reduces the amount of time you
A company can deploy numerous methods to gather customer experience feedback for
their Annual Account Reviews.The key is to use methods that have the highest
participation, gain the most amount of detail with the lowest amount of cost.
Cost: Traveling to each and every customer for feedback can cost hundreds, if
drastically outweigh the cost.
1 2 3 4 5 6 7 8 90 10
?
A GOOD PHONE INTERVIEW IS:
(High Participation, Low Cost)
(Low Participation, High Cost)
High Detail
(Rich Insight,
Actionable)
Low Detail
(Low Insight,
Not Actionable)
Social Media
Feedback NPS Survey
Help DeskTicket
On-Site Interview
Focus Group
Advisory
Council
In-Depth
Survey
Customer
Conference
Phone Interview
Actionable
Interactive
Easy for Customer
to Participate
BEST PRACTICES WE FOLLOW WITH PHONE INTERVIEWS
Identify key experience drivers (or the things that are
causing the customer to have a good or poor experience)
WHY PHONE INTERVIEWS ARE BETTER