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  • Customer Satisfaction Surveys

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  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • For Customer Experience Professionals

    Report

    Report Build Real Customer Understanding

    How To Avoid Research Pitfalls And Achieve Insight Instead
    December 27, 2016 | Kelly Price

    Customer experience (CX) professionals know that the first step on the path to delivering good experiences is doing research to understand their customers. Yet many fail to recognize that it's easy...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    April 11, 2016 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Application Development & Delivery Professionals

    Report

    Report Customers Weigh In On New Talent Acquisition Needs

    August 12, 2015 | Claire Schooley

    The focus on engaging candidates early in their job search has spurred growth of recruitment marketing and creative sourcing. This is a major change from the time when the applicant tracking system...

  • For Customer Experience Professionals

    Report

    Report Beyond Surveys: New Tools For More Effective CX Measurement

    April 29, 2015 | Maxie Schmidt-Subramanian

    Structured surveys are the mainstay of customer experience (CX) measurement programs. Despite their advantages, surveys fall short in ways that can leave gaps in the insight that CX professionals...

  • For Customer Experience Professionals

    Report

    Report What's New With Customer Feedback Management Vendors

    A CX Pro's Guide To The Evolved VoC Vendor Landscape, 2015
    March 20, 2015 | Maxie Schmidt-Subramanian

    In the past year, the already-dynamic customer feedback management (CFM) market has further evolved, requiring customer experience (CX) professionals to navigate a changed vendor landscape. This...

  • For Application Development & Delivery Professionals

    Report

    Report Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources
    November 24, 2014 | Ian Jacobs, Art Schoeller

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

  • For Customer Experience Professionals

    Report

    Report The State Of Customer Experience Management In Australia, 2014

    August 14, 2014 | Craig Menzies, Michael Barnes

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

  • For Customer Experience Professionals

    Report

    Report The State Of Voice Of The Customer Programs, 2014: It's Time To Act

    June 20, 2014 | Maxie Schmidt-Subramanian

    Voice of the customer (VoC) programs are vital to improving customer experience; they both feed customer experience (CX) measurement and uncover the insights necessary to deliver better...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Measuring Satisfaction For Technology Services

    The Importance Of Customer Satisfaction Increases For Service Provisioning
    March 13, 2014 | Wolfgang Benkel

    As technology becomes a critical part of delivering value to customers, the measurement of customer satisfaction (CSAT) in outsourcing relationships rises in importance. The reputation and value of...

  • For Customer Experience Professionals

    Report

    Report Voice Of The Customer Vendor Landscape, 2014

    A Customer Experience Professional's Guide To The VoC Vendor Market
    February 25, 2014 | Maxie Schmidt-Subramanian

    Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, inform customer experience improvements, and track the results of those improvements. To manage the...

  • For Customer Experience Professionals

    Report

    Report Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors
    February 25, 2014 | Maxie Schmidt-Subramanian

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

  • For Infrastructure & Operations Professionals

    Report

    Report Setting The IT Service Desk On Fire

    Learn How To Dramatically Increase Customer Experience From Others
    February 13, 2014 | Amy DeMartine

    For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change...

  • For Infrastructure & Operations Professionals

    Report

    Report This Isn't Your Grandfather's Service Desk

    How To Transform Your Service Desk To A Customer-Experience-Focused Organization
    November 15, 2013 | Amy DeMartine

    While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    April 17, 2013 | Kate Leggett, Art Schoeller

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

    January 29, 2013 | Kate Leggett

    Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

  • For Customer Experience Professionals

    Report

    Report Top Ways To Combat Survey Fatigue

    January 25, 2013 | Maxie Schmidt-Subramanian, Adele Budovsky

    Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

  • For Customer Experience Professionals

    Report

    Report Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
    November 9, 2012 | Megan Burns

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

  • For Customer Experience Professionals

    Report

    Report How Consumers Complain About Poor Service

    Time To Get Serious About Social Voice Of The Customer
    October 11, 2012 | Adele Budovsky

    Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...

  • For Customer Experience Professionals

    Report

    Report Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

    Partnership With Jellyvision Lab Leads To An Engaging Training Module
    February 23, 2012 | Reineke Reitsma

    One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

  • For Customer Experience Professionals

    Report

    Report Facing A CSAT Crisis? Use Forrester's ALARM Research Methodology

    Process For Market Insights Professionals To Quickly Identify Drivers Of And Solutions To Customer Satisfaction And Sales Issues
    October 24, 2011 | Richard Evensen

    Market insights professionals often get confronted with requests for immediate insights when things don't go as planned with customers. This can be something like declining Net Promoter or...

  • For Customer Experience Professionals

    Report

    Report The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

    Medallia And MarketTools Lead With Strong Performers Close Behind
    September 27, 2011 | Andrew McInnes

    In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

  • For Customer Experience Professionals

    Report

    Report Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

    July 14, 2011 | Megan Burns

    Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality —...

  • For Customer Experience Professionals

    Report

    Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...