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 374

Customer Experience Transportation Feedback Metrics 374

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 68

Feedback Contact Center Consulting Consulting 68

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 360

B2C Customer centricity Feedback Upselling 360

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 132

Feedback APIs Engineering Surveys 132

Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. What can you even […] The post The Critical Differences: Qualitative vs. Quantitative Analysis appeared first on Genroe | Customer Experience | Net Promoter Score.

Feedback 98

Feedback Customer Experience 98

AWS Machine Learning

OCTOBER 9, 2023

Customers provide feedback and reviews about products they have purchased through many channels, including review websites, vendor websites, sales calls, social media, and many others. SageMaker Canvas is designed for the functional needs of business analysts to use AWS no code ML for ad hoc analysis of tabular data.

Enterprise 115

Enterprise Analytics Metrics Technology 115

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

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

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 343

Journey mapping Upselling CRM Feedback 343

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

Beyond Philosophy

JANUARY 28, 2015

Request feedback. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog. Be sure to ask your manager how you are doing and what you can improve at each month’s end.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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 302

Customer Experience Feedback Customer centricity Customer retention 302

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 370

Employee engagement Morale Customer Experience Feedback 370

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

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 274

Technology Customer Experience Complaint resolution Gamification 274

Hello Customer

NOVEMBER 22, 2024

Learn why relying on general AI tools like ChatGPT for customer feedback analysis can lead to misleading insights. This is how Hello Customer's AI offers verified, consistent, and GDPR-compliant customer insights without the risk of hallucinations.

Feedback 52

Feedback 52

ShepHyken

OCTOBER 31, 2017

With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting.

Entertainment 285

Entertainment Construction Consulting Consulting 285

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 Feedback Employee engagement Consulting 195

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 Metrics Telecommunications Sales 345

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 78

Analytics Feedback Metrics Surveys 78

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 385

Customer Service Chatbots Analytics Upselling 385

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. To perform trend analysis, you need to be able to analyse and score 100% of your call recordings. Identifying customer trends and sales opportunities.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

delighted

APRIL 1, 2024

Even negative feedback can alert you to what needs to change in order to make your events more successful. A post-event survey is a questionnaire intended to collect valuable feedback from attendees following an event. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

Beyond Philosophy

MAY 31, 2016

It is essential that companies have a research and analysis method that links staff experience and performance directly to customer behavior, so they can hire, train, recognize and reward employees for how they contribute to customer value. Employees are capable of directly contributing to both customer disappointment and customer delight.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

DECEMBER 26, 2017

Dedication to provide value to customers, using employee feedback for improvement within the department, leveraging teamwork, recognizing that employees have an effect on customer behavior, and enabling employees with more personal decision-making in their jobs. These, we determined, would provide the most enterprise value.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

FEBRUARY 16, 2020

Although the workings are mostly transparent, with the data analysis AI is commonly leveraged for occurring largely behind the scenes, for some services, the effect is front and center. (SmarterCX) Artificial intelligence has already impacted the customer experience across a wide range of industries.

Customer Service 268

Customer Service B2B Journey mapping Best practices 268

Beyond Philosophy

AUGUST 23, 2017

Invest in real-time feedback on your results. Therefore, regular analysis to ensure you are on-track with your program is essential. That means you should include your finance department, your legal department, and any other “back office” departments in your measurement. Give your reports priority in meetings. We see it all the time.

Metrics 331

Metrics Consulting Consulting Finance 331

SQM Group

OCTOBER 23, 2024

Explores the potential of sentiment analysis to revolutionize the way your business gathers feedback

Surveys 62

Surveys Customer Service Feedback 62

Call Center Weekly

OCTOBER 18, 2018

But to be sure, a focused analysis needs to be done. This analysis can be as informal or formal as you’d like… Meet as a leadership team and discuss the CEX your company delivers at a high level. I often find that leaders think they are on track because they WANT to be on track. No one deliberately decides to go off the rails.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

ProProfs Blog

AUGUST 28, 2020

It’s no secret that customer feedback is the lifeblood of all major brands and corporations. Talk to any marketer, and they will tell you at least 4 or 5 different ways to collect customer feedback. What they will also tell you is how hard it is to get actionable customer feedback. Consider Using Cross-Tabulation Analysis.

Surveys 158

Surveys Feedback Marketing Sales 158

ShepHyken

MAY 14, 2021

The beauty of these reports lies in providing an in-depth analysis of the user’s writing technique. Listen and take the customer queries and feedback seriously. Key takeaway: At the heart of hardcore personalization lies real-time data. If there’s one brand that takes its customers seriously, it is Starbucks.

Journey mapping 250

Journey mapping Customer Experience Self service Personalization 250

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

AUGUST 21, 2021

Assemble representatives for all relevant stakeholder groups to evaluate the feedback and create and implement a plan that corrects the deficiencies and capitalizes on strengths. If your contact center isn’t achieving the level of prosperity that you know it's capable of, try diagnosing it from the perspective of your supervisors.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

Callminer

SEPTEMBER 14, 2020

Bottom Line: The optimal role of a business analyst in call center operations is to improve the customer service experience by optimizing operations through trend and data analysis and identifying and implementing strategies based on the data to improve efficiencies within the call center. Andrew Tillery. MAPCommInc. Lynn Hope Thomas.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ShepHyken

NOVEMBER 15, 2023

But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present.

Morale 163

Morale Feedback Upselling Surveys 163

Beyond Philosophy

MAY 12, 2022

A European insurer uses AI to use the data and the feedback to determine the next best action. The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. Sentiment analysis is critical here.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

ShepHyken

APRIL 27, 2018

Make sure reps are easily reachable for after sales inquiries and feedback via instant chat, social media, email, and phone. Customers are heavily influenced by real customer reviews and feedback. Providing a product page that encourages and displays customer feedback is key. Utilize Social Media.

Enterprise 216

Enterprise Feedback Personalization Sales 216