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. Improved customer feedback and insights Your customer satisfaction (CSAT) and net promoter scores (NPS) provide invaluable insight into how satisfied customers are with their experience.

Journey mapping 343

Journey mapping Upselling CRM Feedback 343

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ShepHyken

JULY 15, 2022

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. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. Conclusion.

Coaching 353

Coaching Customer centricity Accountability Feedback 353

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? Control the number of accounts your team manages and how they spend their time.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

FEBRUARY 5, 2021

It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Summary: Accountability and Communication.

Customer Experience 275

Customer Experience B2B Accountability Feedback 275

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 131

Feedback APIs Engineering Surveys 131

ShepHyken

JULY 26, 2019

So for this, you need to take certain pointers into account such as: Competitive insight. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback. Consumer research.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 131

Feedback Engineering Enterprise Technical Support 131

ShepHyken

APRIL 2, 2021

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. It’s how you handle that feedback that makes a difference. Misconception #2: Customers only want self-service options. In the U.S.

Customer Service 306

Customer Service Metrics Self service Average Handle Time 306

ShepHyken

AUGUST 9, 2019

First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. I gave them my feedback, and I felt like they actually cared and will take those recommendations into account for future guests. Stay Connected with Your Customers.

Feedback 308

Feedback Sales Accountability Personalization 308

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. Nike does the same with its TeamNike account. .

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

Beyond Philosophy

JUNE 11, 2021

Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. Your frontline employees, Reichheld argues, should be empowered to choose the customers from whom they receive feedback. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

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

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

JUNE 2, 2020

The 3-step process to redefining and expanding your influence is as follows: Make sure you get feedback instead of fluff. Be accountable. If you don’t ask for feedback, you will go through life based on feelings instead of facts. If you don’t ask for feedback, you will go through life based on feelings instead of facts.

Feedback 191

Feedback Accountability Customer Experience Customer Service 191

Beyond Philosophy

OCTOBER 23, 2017

This kind of irrational thinking is based on subconscious and emotional factors, and our research has shown that it accounts for more than half of a customer’s overall experience. In fact, it is just this sort of feedback that has led top theme parks like Disney and Universal to find ways to minimize the time visitors spend waiting in lines.

Marketing 325

Marketing Consulting Consulting Government 325

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Most of the feedback companies are requesting is unnecessary, because they already have the bulk of the feedback. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

ShepHyken

MAY 14, 2021

Then you have Spotify, which makes use of account customization to offer relevant music suggestions and drive user engagement (effectively so). Listen and take the customer queries and feedback seriously. Let’s take a look at a few real-life examples for inspiration. It is not simply about providing a fancy suggestion box.

Journey mapping 250

Journey mapping Customer Experience Self service Personalization 250

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. accounting, legal services). My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 323

Customer Service Surveys Customer Experience Accountability 323

ShepHyken

FEBRUARY 9, 2018

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. – the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company.

Customer Service 416

Customer Service Morale Sales Coaching 416

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 220

Coaching Accountability Feedback Personalization 220

CCNG

SEPTEMBER 17, 2020

This includes holding employees accountable for treating customers with care as a well as getting out of their office to visit customers and understand how they use your products or services. Leaders should demonstrate excellent customer service to both their employees and the outside customers.

CCNG 195

CCNG Coaching CRM Accountability 195

CCNG

APRIL 27, 2022

I thought about the warehouse full of employees that were waiting to ship out orders the contact center teams took, and I thought about the dozens of account managers that were depending on the contact center teams to sell products and make their clients happy. I did the same thing with the account managers and clients.

CCNG 195

CCNG Contact Center Scripts Feedback 195

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Personalized content will be generated at every step, and collaboration within account teams will be seamless with a complete, up-to-date view of the customer.

Sales 132

Sales Accountability Feedback Metrics 132

ShepHyken

NOVEMBER 15, 2019

Proactively offering personalized menu actions due to their recent activity in other channels: “I see you’ve recently viewed your checking account online. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback. Do you need help with one of the following transactions?”.

Interactive Voice Response 257

Interactive Voice Response Customer Experience Self service Contact Center 257

ShepHyken

AUGUST 24, 2020

To achieve this feat, it’s vital to account for your employee’s satisfaction, who deals with customers directly or indirectly. While there are a number of ideas, pay attention to number three, which is about conducting employee feedback sessions. Many companies focus on getting feedback from their customers.

Customer Service 221

Customer Service Best practices Contact Center Chatbots 221

ShepHyken

JULY 8, 2020

Hold them accountable and responsible for ensuring the experience is worthy of a good review. If you want your customers to leave a good review, everyone in your organization must understand that they are all part of what will be graded. Everyone must do their job to ensure the customer has an experience you would want them to write about.

Accountability 324

Accountability Customer Experience Customer Service Feedback 324

ShepHyken

JUNE 7, 2021

That question has accounted for millions and millions of extra sales. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?” That’s the famous McDonald’s upsell question. It’s an upsell, and one that makes the customer glad they bought.

Customer Service 361

Customer Service Customer centricity Government Upselling 361

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. But listening isn’t always that easy.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

CX Accelerator

OCTOBER 26, 2019

In this role, he’s aware of customer and employee experience feedback and what it is telling us. . ~ Jeremy Watkin Doctor Strange Doctor Strange has universal awareness as one of his superpowers and that is a crucial talent to bring to CX. Jeff Sheehan Clint Barton/Hawkeye Hawkeye is the most humble of the Avengers.

Education 303

Education Contact Center Technology Accountability 303

CCNG

JULY 10, 2024

These tools offer post-call perks too, with personalized training modules and real-time feedback mechanisms that drive continuous improvement and accountability. These tools facilitate progress tracking and continuous feedback, fostering a culture of excellence within the contact center. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

MARCH 13, 2020

He or she can use all features, edit the details, and add admins, staff, and managers to the help desk account. When you have all the details regarding the performance of your agents, you can conduct a feedback session to communicate the same to them. Effortless Ticket Tracking.

Customer Support 279

Customer Support Customer retention Customer Experience Management 279

AWS Machine Learning

OCTOBER 29, 2024

Observability empowers you to proactively monitor and analyze your generative AI applications, and evaluation helps you collect feedback, refine models, and enhance output quality. Security – The solution uses AWS services and adheres to AWS Cloud Security best practices so your data remains within your AWS account.

Best practices 120

Best practices Feedback Metrics APIs 120

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

Callminer

APRIL 30, 2020

Account for customers’ biases and try to adapt to their communication style. Head off issues preemptively by acting on feedback. Soliciting customer feedback is a smart way to let customers tell you what they’re experiencing says Tommy Walker, Head Editor of the ConversionXL blog.

Customer Service 273

Customer Service Scripts Construction Feedback 273

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