ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

B2C 353

B2C Customer centricity Feedback Upselling 353

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Conclusion .

Customer Experience 383

Customer Experience Management Finance Banking 383

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Even handling negative feedback offers valuable opportunities for growth. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 336

Journey mapping Upselling CRM Feedback 336

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. You see what other freebies you can share to add additional value.

Coaching 345

Coaching Customer centricity Accountability Feedback 345

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. Read Shep’s latest Forbes article: .

Feedback 306

Feedback Sales Accountability Personalization 306

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. So for this, you need to take certain pointers into account such as: Competitive insight. Try capturing feedbacks in real-time.

Customer Experience 300

Customer Experience Feedback Customer centricity Customer retention 300

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. The best way to handle negative customer feedback is to prevent these situations from arising in the first place.

Customer Experience 269

Customer Experience B2B Accountability Feedback 269

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? To see the image for yourself in the BBC article, please click here.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. alone, e-commerce now accounts for 16.1% Even with the perfect strategies in place, there will be customers who feel dissatisfied enough to leave negative feedback about your business or your agents. In the U.S. of all sales.

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Will the ten ways in this article really guarantee customer satisfaction? And that’s why you should read this article.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 167

Customer Service B2C Customer centricity Government 167

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Nike does the same with its TeamNike account. .

Technology 269

Technology Customer Experience Complaint resolution Gamification 269

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

Beyond Philosophy

SEPTEMBER 6, 2017

Yes, finance, legal, accounts receivable, we are talking about you. Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. Not celebrating quick wins.

Consulting 302

Consulting Consulting Finance Metrics 302

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. Are they providing feedback—and how much is positive versus negative? technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them.

Customer Service 224

Customer Service B2B B2C Accountability 224

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too.

Customer Service 407

Customer Service Morale Sales Coaching 407

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. Then you have Spotify, which makes use of account customization to offer relevant music suggestions and drive user engagement (effectively so). You can find her on Linkedin.

Journey mapping 243

Journey mapping Customer Experience Self service Personalization 243

Beyond Philosophy

JUNE 11, 2021

I was inspired by Frederick Reichheld’s article, “Firing a Bad Customer in 2021.” Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. We also discovered that when they were squeaking, we would add resources to manage their accounts.

Airlines 248

Airlines Accountability Banking Telecommunications 248

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Proactively offering personalized menu actions due to their recent activity in other channels: “I see you’ve recently viewed your checking account online.

Interactive Voice Response 252

Interactive Voice Response Customer Experience Self service Contact Center 252

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He or she can use all features, edit the details, and add admins, staff, and managers to the help desk account. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 275

Customer Support Customer retention Customer Experience Management 275

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers.

Airlines 278

Airlines Metrics Advertising Sales 278

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Negative feedback shouldn’t be ignored. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. These include accountability, honesty, integrity and respect for others. Read Shep’s latest Forbes Article: How To Get Hundreds Of Positive Online Reviews.

Best practices 204

Best practices Customer Service SaaS Education 204

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. Optimize outcomes for diverse customer bases.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Agents can also send feedback directly to script authors to further improve processes. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Feedback loops are imperative to success. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Lumoa

SEPTEMBER 1, 2023

Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Check it out below! Pretty neat!

B2C 147

B2C Feedback Accountability Marketing 147

CSM Magazine

OCTOBER 29, 2024

In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service. Feedback Loops Encouraging feedback from players and actively using it to improve services creates a positive feedback loop.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

Steve DiGioia

SEPTEMBER 16, 2016

Guest post by Ben Motteram This original article was written by Steve DiGioia. We view feedback as a gift so it’s really important to close the loop. With over 20 years’ experience in customer service, Ben has been recognized many times for the thought leadership articles that are regularly published on his blog. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 158

Accountability Feedback Sales Upselling 158

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Negative customer reviews or feedback. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 212

Airlines Morale Benchmark Marketing 212

ShepHyken

MAY 6, 2022

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. 6: Seek customer feedback. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 187

Customer Service outsourcing Construction Feedback 187

ShepHyken

SEPTEMBER 9, 2016

If you are already running your own business, and your clients are sharing their honest feedback with you, it’s bad business sense to ignore what your clients are telling you they want! Take note when a client offers you feedback, because you have a golden opportunity to give them exactly what they need and want!

Coaching 0

Coaching Marketing Feedback Sales 0

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156