ShepHyken

AUGUST 28, 2017

Ideas like understanding industry benchmarks and using feedback are for everyone. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry.

Customer Service 207

Customer Service Contact Center Benchmark Big data 207

ShepHyken

SEPTEMBER 25, 2017

Voice of the Customer Decoded: 4 Tips to Make the Most of Feedback by Susan Ganeshan. CMSWire) Collecting customer feedback is crucial, but there’s more to capturing the voice of the customer (VoC) than compiling readily available data and dropping it into a spreadsheet. Follow on Twitter: @Hyken.

Customer Service 185

Customer Service B2B Feedback Consulting 185

ShepHyken

OCTOBER 17, 2016

The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. Each week I read a number of customer service articles from various online resources.

Journey mapping 327

Journey mapping Customer Service Customer Experience Feedback 327

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Suddenly, businesses could gather feedback continuously, reach every customer (not just a sample of them), and act on customer feedback in real-time. The ones that interrupted dinner and cost a fortune?

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

PeopleMetrics

MARCH 6, 2025

This is as true today as it was when I wrote Listen or Die in 2017. Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience.

Surveys 117

Surveys B2C B2B Banking 117

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. Always monitor and respond to customer feedback that you receive on the various sites. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. CGS Inc.) Follow on Twitter: @Hyken.

Customer Service 164

Customer Service Benchmark Customer Care Finance 164

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Example: An e-commerce company analyzes CSAT feedback using AI.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

FEBRUARY 28, 2017

Seek feedback. By getting feedback, you give yourself a chance to correct issues before they become big problems. If you found this post interesting, you might also like these blogs: Ensure 2017 is YOUR Year: 3 Critical Things to Avoid! Try suggesting alternatives instead of just bluntly saying NO. 9. Be a team player.

Construction 327

Construction Feedback Consulting Consulting 327

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Use AI to simulate customer scenarios based on real feedback data. The fundamentals I wrote about in 2017 haven't changed - communicate, communicate, communicate. Looking back and re-reading this chapter, I had to laugh.

Feedback 77

Feedback Marketing Personalization Technology 77

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Lumoa , 2018) Compared with the detractors, promoters are 4.2x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let customers give you feedback how and when they want. Why this will accelerate results: Customers want respect for their feedback. It’s all about keeping your eye on the prize with a sensible plan.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. Is your business keeping up? It’s what happened “yesterday.”

Customer Service 229

Customer Service Airlines Feedback B2B 229

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. So, who was the worst company to call in 2017? How Customers Feel About Customer Feedback. Delta Airlines! Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

PeopleMetrics

JANUARY 21, 2025

As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.

Metrics 118

Metrics Benchmark SaaS Analytics 118

Beyond Philosophy

DECEMBER 26, 2017

In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. . – Emotional drivers of employee behavior. Linkages between employee behavior and customer behavior.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. The customer experience needs to be one of engagement, interaction and honest, real interest in their feedback, issue and needs.

Government 304

Government Advertising Surveys Marketing 304

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. (Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years.

Customer Service 151

Customer Service Chatbots Customer Care B2B 151

PeopleMetrics

APRIL 3, 2025

Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. Predictive risk indicators based on recent feedback trends. And thats where AI can help prioritize and surface the most relevant feedback, summarize themes, and even flag potential churn riskall inside your CRM. Let them act on feedback without friction.

CRM 62

CRM Feedback Surveys Call Center 62

Aspect

NOVEMBER 28, 2017

Their feedback provides critical guidance that can help you craft your strategies for success in 2018. The post Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey appeared first on Aspect Blogs. This year’s survey brought in leaders from more than 450 contact centers from around the world.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Customer Service Life

JANUARY 7, 2018

” Time after time, the feedback I receive and the stories that are shared with me from something I wrote continues to inspire me to be more authentic with every post. The post Jenny and Jeremy Are 2017 ICMI Thought Leaders appeared first on Customer Service Life. You won’t be disappointed.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

PeopleMetrics

APRIL 6, 2025

When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. Customers are giving feedback on the go, often in the momentso their experience needs to be smooth, fast, and frictionless. Fast forward to today, and mobile is no longer a "nice to have"it's expected.

Feedback 62

Feedback Metrics Surveys Technology 62

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. For example, AIM takes the guesswork out of product recommendations for marketers.

Marketing 517

Marketing Advertising Big data Personalization 517

ShepHyken

JULY 16, 2018

CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries. My Comment: What do you do with feedback, once you get it? It’s one thing to get customer feedback.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. Monitoring mentions and hashtags with the business name can help in tracking customer feedback.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256

PeopleMetrics

APRIL 1, 2025

Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! And feedback becomes a part of the day-to-day rhythm. Now here we are, years laterand guess what? It still works. It may be more important than ever.

Morale 62

Morale Metrics Surveys Feedback 62

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. © 2003 - 2017 Provide Support LLC. It also helps to: measure customer satisfaction. improve products and services. create the best customer experience.

Feedback 74

Feedback Surveys Customer Experience Customer Service 74

ShepHyken

DECEMBER 8, 2017

According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it. Gathering customer feedback, asking the right questions (soft skills) gives the brand an insight into the psyche of the customer.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Consumers won’t trade price for bad service. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. In 2017, VoC maturity is still an issue. This unsolicited feedback data can come from three places. 3) Empower customers to provide feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 195

Chatbots Customer Support Healthcare Scripts 195

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.” When reviewing, it’s important to set achievable goals for your employees. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Provide Support

MARCH 11, 2020

But how do you encourage customers to provide their feedback? © 2003 - 2017 Provide Support LLC. The post How to Get Valuable Customer Feedback via Email: 6 Ideas to Follow appeared first on Live Chat, Customer Service Blog | Provide Support. Read more. Published in Provide Support Blog , 2020. Permalink | No comment.

Feedback 67

Feedback Best practices Surveys Metrics 67

Beyond Philosophy

JULY 16, 2019

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. 17 May 2017. For example, the pens on chains in a bank that suggest customers are going to steal the pen.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316