ShepHyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king. has limitations. .

Feedback 174

Feedback Chatbots Education Consulting 174

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

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. But it will make survey design, personalization, and analysis much smarter. The result?

Surveys 100

Surveys Feedback Chatbots Personalization 100

COPC

SEPTEMBER 23, 2024

One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. They had invested in a sophisticated sentiment analysis tool to measure customer satisfaction in nearly real-time. However, despite its popularity, many executives remain unconvinced of its value.

Feedback 82

Feedback Contact Center Consulting Consulting 82

TeleDirect

JANUARY 15, 2025

Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Sentiment Analysis Tools: Analyze customer tone and language to gauge emotions and guide agent responses. A: Yes, empathy can be cultivated through targeted training programs, role-playing exercises, and ongoing feedback.

Call Center 126

Call Center Customer Service Healthcare CRM 126

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. Holistic Analysis Across CX and CS AI breaks down silos between CX and CS, showing how one impacts the other.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

FEBRUARY 26, 2019

Customer Feedback 101. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback. How can I get more customer feedback?

Surveys 263

Surveys Feedback Marketing Customer Experience 263

PeopleMetrics

JANUARY 20, 2025

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback.

Analytics 118

Analytics Airlines Feedback Surveys 118

PeopleMetrics

MARCH 6, 2025

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. Stakeholders wont be satisfied and will challenge your findings, demanding more detailed data.

Surveys 117

Surveys B2C B2B Banking 117

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. Surveys get a bad rap for two main reasons.

Surveys 104

Surveys Calibration Feedback Engineering 104

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 346

B2C Customer centricity Feedback Upselling 346

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Continuous monitoring and analysis of performance metrics are essential for optimizing the implementation of visual service and AI.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

Beyond Philosophy

NOVEMBER 28, 2016

They can also provide useful feedback and build brand-based communities. At best, this conclusion feels like a major s-t-r-e-t-c-h of correlation analysis results. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys CRM Best practices 52

Beyond Philosophy

SEPTEMBER 6, 2017

The analysis also helps you determine goals for your team and where to focus your efforts. 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

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. In the context of Amazon Bedrock , observability and evaluation become even more crucial.

Best practices 104

Best practices Feedback Metrics APIs 104

ShepHyken

AUGUST 31, 2023

Over half will leave after one singular bad interaction. Through competitor analysis, you can identify weaknesses in your competitors’ customer journey and use them to inspire improvements in your own. Even handling negative feedback offers valuable opportunities for growth.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

AWS Machine Learning

MARCH 18, 2025

This step provides an accurate and efficient conversion of spoken words into a format suitable for further analysis. This streamlines the process of data collection, analysis, and decision-making for clinical trial stakeholders, including investigators, sponsors, and regulatory authorities.

Healthcare 79

Healthcare Analytics Technology Consulting 79

Callminer

MARCH 16, 2025

Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

Feedback 182

Feedback 182

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

JULY 26, 2019

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. Best at analysis that can leverage the data and information needed to generate increased business value.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

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 119

Feedback APIs Engineering Surveys 119

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. Sentiment analysis of 100% of calls offers better performance insights and tailored training to quickly upskill employees.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Beyond Philosophy

OCTOBER 29, 2015

The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. Then there is the heylululemon.com site (also called their feedback page) where they invite their Customers to make suggestions and submit ideas.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. Empowered employees feel a greater sense of responsibility and are better equipped to address unique customer needs effectively. #4 Collect and Act on Feedback Regularly gather feedback from both employees and customers to identify areas for improvement.

Employee engagement 356

Employee engagement Morale Customer Experience Feedback 356

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.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

CCNG

JUNE 26, 2024

Here are a few suggestions to drive proactivity and graceful reactivity: Actionable Takeaways Encourage Open Feedback : Create multiple channels for customers and staff to provide feedback. This continuous loop of feedback can be pivotal in anticipating service needs.

CCNG 195

CCNG Employee engagement Feedback Consulting 195

Outsource Consultants

FEBRUARY 18, 2025

Negative customer feedback and declining customer satisfaction: The cumulative effect of these issues often manifests as negative reviews, complaints, and a general decline in customer satisfaction scores. Internal Feedback Channels: Encourage open and honest feedback from your employees and internal teams.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. The question in the preceding example doesn’t require a lot of complex analysis on the data returned from the ETF dataset. Here are some key observations: 1.

Engineering 99

Engineering Real estate Government Big data 99

Interaction Metrics

JANUARY 31, 2025

How We Picked This list was compiled by an independent reviewer, and the top picks include customer survey companies that specialize in customer satisfaction surveys, offer end-to-end survey services (from design to analysis), and serve clients in the U.S. although not all are headquartered there.

Surveys 62

Surveys Metrics Benchmark Consulting 62

PeopleMetrics

MARCH 18, 2025

Customer reviews still rely heavily on real human interactions and genuine feedback from real experiences. For instance, if you have many reviews, AI-driven sentiment analysis can quickly categorize reviews as positive, negative, or neutral, alerting your team instantly when there's an urgent issue.

Surveys 62

Surveys B2C Best practices Feedback 62

ShepHyken

APRIL 30, 2021

Using Predictive Analysis for Customer Management. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Thus, implementing a single software can give you a 360-degree view of all your customer service operations. .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

C3Centricity

NOVEMBER 26, 2024

Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services. By gathering and responding to feedback on features, policies, and services, Monzo has developed innovations like “Split the Bill” and “Savings Pots” based directly on user requests.

Banking 116

Banking Feedback Customer retention Marketing 116

PeopleMetrics

JANUARY 13, 2025

How AI Enhances Customer Listening and Action Taking In 2018, customer listening was often limited to surveys and manual analysis. Today, AI has made it possible to listen and act on feedback across every channelemails, chats, reviews, and even voice interactionsin ways that were unimaginable back then. Take H&M, for example.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71