ShepHyken

NOVEMBER 24, 2017

Are they providing feedback—and how much is positive versus negative? How is the best way to respond? technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. You needn’t look far to find terrific examples of how to conduct yourself online, either.

Customer Service 225

Customer Service B2B B2C Accountability 225

Toister Performance Solutions

NOVEMBER 17, 2022

Accountability is difficult. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. What is employee accountability? It's hard.

Accountability 97

Accountability Customer Service Coaching Best practices 97

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

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? But listening isn’t always that easy.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Beyond Philosophy

MARCH 23, 2015

For example, to the employee who presented both a problem and solution with an account: “I like how you came in with a proposed solution for that problem we had with the account. This does not mean, however, negative feedback is never warranted. Discuss what caused the argument and work out how to avoid it for the future.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

The Northridge Group

AUGUST 19, 2020

The key here for companies moving from good to great is accountability. The leaders in the company must be accountable to each other to craft a mission and vision. From there they must drive that message home to their frontline personnel and in turn hold them accountable for staying on point.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. Summary: Accountability and Communication. Talk With Your Team. There are two sides to every story.

Customer Experience 272

Customer Experience B2B Accountability Feedback 272

ProProfs Blog

AUGUST 28, 2020

You must have noticed a question popping up on a few forums “how to meet customer expectations?”. That’s why in the following section below, we aim to check out some of those expectations and suggestions on how to meet & exceed customer expectations while creating an awesome service experience. Watch: How to Add Nudge .

Self service 157

Self service Feedback Airlines Metrics 157

ProProfs Blog

MAY 22, 2020

It is devised for the purpose of gathering information from the respondents or for collecting customer feedback. Now, let’s jump straight into how you can create an online questionnaire. How to Create a Questionnaire. They are commonly used by companies to get user feedback on their product/service.

Construction 158

Construction Surveys Feedback Marketing 158

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Fonolo

SEPTEMBER 7, 2021

The most common first stage in any IVR system is commonly “Press 1 for service in English, Presione 2 para servicio en español”, while additional menu options could help to clarify the reason that the customer is calling or account information. Get feedback from your front-line team to make sure you’ve covered your bases. DID YOU KNOW?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys fill that niche for real-world feedback. Why create a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

ShepHyken

NOVEMBER 29, 2019

How to leverage technology for a better customer experience. 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.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

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 108

Feedback Engineering Enterprise Technical Support 108

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? The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ProProfs Blog

JANUARY 7, 2020

Common Customer Service Problems and How to Resolve Them. But if it’s that simple, then why do so many businesses do not know how to solve customer service problems? . If there is no accountability on the part of the agent if response times have been really prolonged. And your job is to salvage it all.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. An after-call survey is a series of questions requesting customer feedback right after an interaction.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ProProfs Blog

FEBRUARY 21, 2020

Plus, I’ve listed how to avoid those mistakes made in live chat support with simple measures to help you create a delightful customer experience for your customers. How to Avoid Such Live Chat Mistakes? How to Avoid Such Live Chat Mistakes? How to Avoid Such Live Chat Mistakes? And, this is how it can go.

CRM 165

CRM Personalization Customer Support Feedback 165

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. That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program. accounting, legal services). (The

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

Totango

APRIL 1, 2022

Having to separately reach out to different departments for input on design and content is painfully time-consuming and makes it incredibly difficult to get timely feedback. Try Totango for free today and see how Canvas can help your company take customer success to the next level. We all know that silos are the enemy of efficiency.

Customer Experience 123

Customer Experience Feedback Enterprise Accountability 123

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Here she talks about how to conduct a customer interview. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. That question has accounted for millions and millions of extra sales.

Customer Service 357

Customer Service Customer centricity Government Upselling 357

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Want to know more about how to do the same? Reichheld says the title reflects how the book is about living a purpose-driven life as an individual, team, and company. Buy his book!

Airlines 273

Airlines Metrics SaaS Accountability 273

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

ProProfs Blog

DECEMBER 28, 2020

That’s why it is important to understand customer complaints, why they matter, how beneficial are they for your business, and how to handle them without disappointing customers in the first place. Customer complaints are basically feedback received from customers citing a problem with a company’s product or service.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys. Tutorial viewing.

SaaS 110

SaaS Journey mapping B2B Feedback 110

Totango

AUGUST 14, 2020

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. 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?

Accountability 157

Accountability Feedback Sales Upselling 157

ProProfs Blog

MAY 21, 2020

How to Write the Customer Service Representative Job Description? A customer service job requires potential candidates to know how to provide personalized service experience to customers. Account Coordinator. Providing feedback on customer service efficiency process. Here’s what we aim to cover! Let’s get started!

Customer Service 166

Customer Service Engineering Customer Support Management 166

ShepHyken

JULY 8, 2020

By the way, I recently interviewed Rupesh Patel on Amazing Business Radio , and he shared the “secret sauce” on how he gets amazing guest reviews for his hotels—and his recipe can work for any business. Hold them accountable and responsible for ensuring the experience is worthy of a good review. I suggest giving that episode a listen.

Accountability 320

Accountability Customer Experience Customer Service Feedback 320

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 255

Interactive Voice Response Customer Experience Self service Contact Center 255

ShepHyken

APRIL 7, 2023

They are constantly searching for affordable options that give them more services for their money. To provide a service that is both affordably priced and meets the customer’s needs, customer support teams and account managers should be aware of those needs and benchmarks set by competitors and budgets. How to address pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps.

Coaching 199

Coaching Contact Center Accountability Feedback 199

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. But how has your strategy moved the needle on productivity ?

Sales 99

Sales Coaching Telecommunications Accountability 99

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? 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. On Friday, February 1st I’m facilitating a 45-minute webinar on How to Solve Your Biggest Problems with Coaching Employees.

Coaching 195

Coaching Accountability Feedback Personalization 195

Kayako

JULY 22, 2022

What factors should companies take into account? How to Identify and Measure Customer Perception. Most companies don’t collect customer feedback, so the ones that do could gain a competitive advantage. Collect Customer Feedback. The post Customer Perception: What It Is and How To Measure It appeared first on Kayako.

Metrics 112

Metrics Customer effort Feedback Construction 112

CSM Magazine

JANUARY 20, 2025

But how can businesses fully leverage WhatsApp to deliver exceptional support while fostering customer loyalty? Heres a step-by-step guide on how to use WhatsApp and tools like WhatsApp Shared Inbox for Teams to perfect your customer service game. Request feedback on recent purchases for continual improvement. Why WhatsApp?

Customer Service 52

Customer Service Metrics Accountability Analytics 52

JustCall

MARCH 23, 2023

If you’re wondering how to increase customer retention, CRM tools can help here too. Detailed Analytics While procuring data about your customers is one aspect, knowing how to use it to offer improved customer service is another. If you’re wondering how to choose a CRM, here are some things to keep in mind.

CRM 132

CRM Sales Customer retention Metrics 132