ShepHyken

JANUARY 2, 2017

Customer Feedback: How To Ask For And Implement It by Lauren Dowdle. My Comment: Customer feedback, both good and bad, is a gift. This excellent article has a number of ideas that will help you create a better system for getting feedback as well as doing something with it once you have it.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

FEBRUARY 17, 2017

Reviews provide feedback, this feedback can be used then to predict issues and enable companies to take a proactive steps towards continually improving. Genuine online reviews by your customers are one of the single best methods of obtaining honest feedback, because people leave reviews to inform others.

Customer Service 234

Customer Service Feedback Sales Marketing 234

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support. They want now!

Customer Support 56

Customer Support Self service Consulting Consulting 56

ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. We continually look for feedback to improve our solutions to help you define and enhance the user experience. By attending ICUC 2016, you can explore new ways to transform customer experiences. Technical Training. User Experience Lab.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

Beyond Philosophy

SEPTEMBER 20, 2018

If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction. 27 July 2016. For example, if you are the CEO or a company that is in trouble, you should tell your employees the truth, that you are in trouble, and then offer up your plan to fix it. Watch the reaction. Sources: Silva, Miranda.

Construction 341

Construction Consulting Consulting Customer Experience 341

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

JULY 13, 2016

Join us on Thursday, July 14 th , 2016, at 11 a.m. On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Would you have different answers for the questions above?

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

MAY 2, 2017

Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback. About: Chris McCann has been 1-800Flowers ’ President since September 2000 and Chief Executive Officer since June 2016.

Feedback 208

Feedback Service level Customer Experience Customer Service 208

ProProfs Blog

MARCH 5, 2019

On the contrary, employee feedback is often ignored by organizations. Businesses need to realize that employee feedback carries much importance while making efforts towards improving customer service experience. As you realize the value of employee feedback, it also needs to be captured and utilized the right way.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

AWS Machine Learning

FEBRUARY 21, 2025

Continuous fine-tuning also enables models to integrate human feedback, address errors, and tailor to real-world applications. When you have user feedback to the model responses, you can also use reinforcement learning from human feedback (RLHF) to guide the LLMs response by rewarding the outputs that align with human preferences.

Benchmark 82

Benchmark Metrics Engineering Feedback 82

aircall

DECEMBER 19, 2016

Best customer service companies of 2016: all-star division. Best customer service of 2016: “our own pick” division. In the 2016 edition, music streaming service Spotify stole the show, winning a total of thirteen accolades. Eric J Snover (@EricJSnover) October 3, 2016. Michael T (@Spokeman) 25 septembre 2016.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Beyond Philosophy

JULY 16, 2019

As you know, the voters in the UK said they should leave back in 2016. One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 78

Feedback Customer centricity Surveys Sales 78

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, (..)

Analytics 64

Analytics Feedback Management 64

ShepHyken

AUGUST 4, 2016

Think of data as representing the ongoing feedback loop between a company’s internal culture and its customers. Read Shep’s latest Forbes Article: The State Of The Customer Experience 2016. But customer analytics have more to tell you than scores alone. WHY IS INTERNAL CULTURE RELEVANT?

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Develop customer insights, get feedback, be transparent and create a welcoming environment – simple and time-tested concepts that will help any company drive more customer loyalty.

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

MARCH 23, 2018

Negative customer reviews or feedback. Cause: Customers are not adequately notified about upcoming changes that will affect them, or a company response to customer feedback about product quality, service, or experience is not swift enough to retain customers. How to prevent and correct: Difficult news is just that.

Airlines 209

Airlines Morale Benchmark Marketing 209

Teresa Allen

NOVEMBER 3, 2016

​While watching the never ending media commentary on the the 2016 election, it has occurred to me that the political arena is not the only place where a new reality has emerged. Find out what they are saying and respond quickly whether the feedback is positive or negative. What if you are a small hotel or B&B and not Hilton?

Chief Customer Officer 54

Chief Customer Officer Advertising Feedback Customer Service 54

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. Enter the Net Promoter Score (NPS) survey.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Beyond Philosophy

NOVEMBER 22, 2017

In Episode 4, ‘ Building a Business With Purpose’ , from a recent (October, 2016) series of business strategy videos her company produced, entitled “The Entrée”, she said: “It’s really trying to tap into something deeper and capture the hearts and minds of your people … It’s pride, and you want that as a leader.

Banking 223

Banking Enterprise Consulting Consulting 223

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. One of our speakers, Johanna Vesterinen , Xperiencefocus , noticed that many companies collect customer feedback, but fewer and fewer keep going through the CX funnel itself and reach the end.

Feedback 113

Feedback Metrics Customer Experience Technology 113

Nicereply

DECEMBER 17, 2024

CES feedback can guide these iterations, ensuring that each update enhances rather than complicates the user experience. Feedback Loop CES provides a continuous feedback mechanism. Implement Measurement Tools Utilize customer feedback software or integrate survey capabilities into your SaaS platform.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Nicereply

MAY 27, 2021

Specifically, SUSE is obsessive about customer feedback. Bala Gopalan , Vice President of Support at SUSE Rancher , explains the programs they use to optimize customer convenience, including how a customer’s feedback led to them sending him ice cream. SUSE’s product is open-source.

Customer Experience 105

Customer Experience Feedback Customer effort 105

Lumoa

JUNE 4, 2018

Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback. Its machine learning powered service makes customer feedback actionable and allows companies to easily pick, in real time, the right improvement actions that have strongest impact on the customer experience.

Analytics 113

Analytics Marketing Customer Experience Telecommunications 113

Teresa Allen

NOVEMBER 3, 2016

​While watching the never ending media commentary on the the 2016 election, it has occurred to me that the political arena is not the only place where a new reality has emerged. Find out what they are saying and respond quickly whether the feedback is positive or negative. What if you are a small hotel or B&B and not Hilton?

Chief Customer Officer 48

Chief Customer Officer Advertising Feedback Customer Service 48

aircall

JUNE 28, 2022

Because at some point, with 100 customers, we received too much feedback, and it became unclear what to develop. . We lost 60% of our customers, but those who remained found real value in the product, and we could build on their feedback. 2016: The Acceleration. We start 2016 with money in the bank and a huge momentum.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

ChurnZero

MARCH 31, 2021

These awards are based directly on feedback from their customers. Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products.

B2B 98

B2B industry standards SaaS Feedback 98

CustomerGauge

DECEMBER 22, 2016

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow).

Customer Experience 113

Customer Experience Feedback Surveys Management 113

Vonage

JULY 25, 2016

And one of the best ways to ensure your business meets customer expectations is through harnessing the power of feedback loops. What are feedback loops? In business, a feedback loop is a system that is created to listen and learn from your customers. Using feedback loops for continuous improvements. Final thoughts.

Feedback 59

Feedback Customer centricity Service level Sales 59

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. 54% of all customers that give feedback on their experience also recognize an employee for going above and beyond for them. 1: Customers are reporting positive experiences.

Banking 63

Banking Customer Experience Feedback Accountability 63

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

ProProfs Blog

JANUARY 24, 2020

As far as the stats are concerned, IDC research showed that only 10% of B2B companies had customer advocacy programs in place in 2016. Advocates are Genuine and Leave Positive Feedback. When it comes to feedback, the participants of customer advocate programs generate the best leads. Online Chats. Stats driving Sales.

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Beyond Philosophy

DECEMBER 16, 2021

Dajani built it in this first three years with the company back in 2016, working with his cross-functional team called the Customer Experience Steering Committee (see what they did there?). Plus, there is an additional benefit of buying online: I might avoid a scolding for not following directions on the customer feedback form.

Sales 195

Sales Consulting Consulting Customer Experience 195

Nicereply

MAY 20, 2021

“By measuring customer feedback, we gain solid data on how we are doing and where we can improve.” People at Blueberry Markets started with a third-party customer support service, and they noticed that there wasn’t much data about customer feedback. “It With Nicereply, we were able to set up a funnel-like feedback system.

Metrics 98

Metrics Marketing Feedback Surveys 98