ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

AUGUST 4, 2016

But customer analytics have more to tell you than scores alone. Think of data as representing the ongoing feedback loop between a company’s internal culture and its customers. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. WHY IS INTERNAL CULTURE RELEVANT?

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 168

Analytics Upselling Banking CRM 168

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. You can also use analytics data to better understand your customer demographics, interests and behaviors. Use customer feedback constructively.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

APRIL 30, 2021

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. . You can even employ analytics to predict customer expectations and plan your conversations accordingly. Using Predictive Analysis for Customer Management.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

JANUARY 17, 2022

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. You need to read this article now! Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser.

Customer Service 180

Customer Service Journey mapping outsourcing Customer Experience 180

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 360

Customer Experience Metrics Customer retention Analytics 360

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Respond to (every) negative and positive feedback.

Feedback 315

Feedback Self service Best practices Scripts 315

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms.

Employee engagement 275

Employee engagement Education Analytics Technology 275

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 106

APIs Sales Surveys Analytics 106

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

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

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

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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. Read Shep’s latest Forbes article: .

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. It’s important to both respond and take their feedback to heart.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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 Best practices CRM 52

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

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

Return Customer

JANUARY 31, 2025

In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store. Data analytics helps improve service by spotting trends in what customers do and say. Feedback Loop Setting up a feedback loop is essential for any online business that wants to improve customer service.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics? Live Webchat : Instant messaging platforms on websites or apps.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Fonolo

JANUARY 21, 2021

Check out this article for more info. Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 88

Analytics Banking Feedback Surveys 88

Callminer

FEBRUARY 24, 2020

Abiding by the various best practices covered in this article can help in keeping your call center’s environment both welcoming and productive. With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Morale 207

ShepHyken

OCTOBER 6, 2023

This week, we feature an article by Claron Kinny, Content Specialist at Beaconstac , the one-stop solution for all things QR. You can also gain valuable insights from the built-in analytics. Use analytics data to connect with customers through their preferred channels. Create over 10+ types of QR Codes.

CRM 172

CRM Analytics Feedback Sales 172

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 78

Analytics Customer Experience Management Surveys 78

Connect

APRIL 14, 2025

AI also makes agents more productive and effective by analysing in real-time the customer engagement, providing knowledge articles and next-best actions that support better engagements and service outcomes to improve the overall customer experience (CX). AIs indirect cost benefits. About ‘ Connect.

Average Handle Time 66

Average Handle Time Chatbots First call resolution Cloud contact 66

Win the Customer

JANUARY 9, 2025

This allows customers to quickly find relevant articles, FAQs, and other resources using natural language queries. Personalized Recommendations: Utilize AI to analyze customer behavior and recommend relevant articles based on their past interactions, browsing history, and current needs.

Self service 59

Self service Chatbots Personalization Analytics 59

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TeleDirect

APRIL 23, 2025

In this article, we explore how specialized services optimize policyholder support and boost customer retention. Scalable workforce for peak seasons Custom reporting and analytics TeleDirect offers all of the above with a proven track record in supporting insurance clients across the U.S.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. Plan for collecting and acting on consumer feedback. . Consumers may offer rapid feedback by emailing or posting surveys on your website. A distinctive product is no longer sufficient.

SaaS 190

SaaS Customer Experience B2B Feedback 190

CSM Magazine

JANUARY 20, 2025

Here are some top picks and their standout features for monitoring metrics that reflect customer experience: Google Analytics : A cornerstone for understanding user behavior. Collecting and Using Customer Feedback Numbers dont tell the whole story. Regularly monitor trends, listen to user feedback, and adapt your strategy.

Metrics 64

Metrics Feedback Analytics Scripts 64

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Feedback 78

Feedback Surveys Analytics Benchmark 78