ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Then read this article featuring five of the top “irritations” that customers in any business might experience.

Customer Service 168

Customer Service Benchmark Customer Care Finance 168

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. Recommendation #4: Get feedback from sources other than surveys. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. Ask your customers to post online reviews.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

GetFeedback

FEBRUARY 6, 2019

When the event is over, it’s the perfect time to gather feedback and plan for the future. Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Making the Most of Attendee Feedback. Read Article. 10 tips on gathering post-event attendee feedback. Don’t wait!

Feedback 110

Feedback Surveys Benchmark Best practices 110

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 105

Feedback Benchmark Surveys Analytics 105

ShepHyken

JANUARY 15, 2023

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. Here are my top five picks from last week. 10 Ways to Boost Customer Satisfaction by G.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Print this article. More #CXSecrets.

Benchmark 69

Benchmark Feedback Metrics Best practices 69

PeopleMetrics

MARCH 21, 2018

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.

Feedback 82

Feedback Surveys Benchmark Consulting 82

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Negative customer reviews or feedback. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 214

Airlines Morale Benchmark Marketing 214

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

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

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 73

Feedback Benchmark Surveys Analytics 73

ProProfs Blog

FEBRUARY 18, 2019

I would like to explain how NPS surveys can be beneficial to you and your business in this article. NPS provides you with feedback from your users, allowing you to see it from their perspective. People appreciate it if their feedback is implemented, so you can create an event calendar to show them that their voice is heard.

Benchmark 123

Benchmark Surveys Sales Metrics 123

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. When to ask feedback? The real value is in the “WHY”.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

GetFeedback

APRIL 8, 2019

I’ll explain how NPS is calculated and give you benchmarks to help determine whether your NPS score is good or bad. Most of the time, the math is done for you by the customer feedback solution. However, there are benchmarks you can examine to get a better understanding of your score. NPS benchmarks. Let’s get started.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. A feedback system for incorporating data and client input in order to make strategic adjustments and improvements. You could then define four minutes and three minutes as benchmarks along your customer’s path to their goal.

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey? Include a Progress Bar.

Feedback 78

Feedback Surveys APIs Customer centricity 78

Lumoa

AUGUST 5, 2022

But, how can retail companies incorporate valuable sources like real-time customer feedback into their operations? This article will cover the drivers behind growing inflation rates and their impact on the retail industry. How to Monitor Your Customer’s Sentiment Towards Current Inflation Through Real-Time Feedback.

Feedback 78

Feedback Marketing Metrics Benchmark 78

Lumoa

NOVEMBER 8, 2018

Interesting discovery is summed up in HBR article “Stop Trying to Delight Your Customers“ - companies create loyal customers not by “wowing“ them, but by providing effortless experience. Also, you should not ask your customers to give you feedback before you understand what you would do with it. In short, why should you use NPS?

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

Nicereply

SEPTEMBER 4, 2023

This article will discuss a good NPS score in 2023 and how you can measure your NPS. Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? Consumer 2023 Net Promoter Benchmarks. Consumer 2023 Net Promoter Benchmarks. Table of Contents What is a NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Global Response

MAY 22, 2023

And at the heart of such a model is customer feedback. Customer feedback allows your customers to provide feedback not only on the quality of your service or products, but also insight on their experiences, needs and preferences, and suggestions for business direction, new products, and more. Customer feedback.

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 78

Surveys Benchmark Metrics Feedback 78

ProProfs Blog

JUNE 19, 2020

In the current article, you will learn what is a good net promoter score and what you can do to achieve it and maintain it consistently. In general, the low rating is assumed to be negative feedback, middle rating is taken as average feedback, whereas high rating is touted as the positive feedback. Airlines.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ProProfs Blog

FEBRUARY 12, 2019

On a scale of 0-10, how likely are you to share this article? These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. Pssst… You can also include them in articles like these as well! Do provide your feedback!

Surveys 102

Surveys Benchmark Feedback Metrics 102

ProProfs Blog

DECEMBER 21, 2020

In this article, we’ll help you: What is customer churn and customer churn rate. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback. Feedback and suggestions. Collect Feedback from Customers. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Nicereply

JUNE 6, 2022

Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? How To Use NPS Feedback To Reduce Customer Effort. The neutral responses are normally ignored. Using Customer Effort Insights to Build Experiences People Love.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

OctopusTech

JANUARY 20, 2025

In this article, we explain what is call center quality assurance and what it can mean to your business. Training and coaching of call agents: Agents are provided with constructive feedback based on the evaluation, with a focus on areas of improvement. What is Call Center Quality Assurance?

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

GetFeedback

JULY 19, 2019

It is a challenge to broadly benchmark these indicators because the number of variables is infinite. This is why organizations should begin by establishing internal benchmarks through a pilot program. . Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction. Then, work steadily to move the mark.

Airlines 123

Airlines Benchmark B2C Surveys 123

COPC

JANUARY 13, 2023

In this article, we use data from the following research reports to demonstrate how training and development can function as an employee retention strategy: COPC Inc. Global Benchmarking Series, Contact Center Training and Development. Global Benchmarking Series, Contact Center Training and Development. New Hire Training.

Benchmark 79

Benchmark Employee engagement Contact Center Coaching 79

Nicereply

JUNE 6, 2022

Recommended articles: The Ultimate Guide to Customer Effort Score. Benchmarking Customer Effort Score: How do your CES results stack up? How To Use NPS Feedback To Reduce Customer Effort. The neutral responses are normally ignored. Using Customer Effort Insights to Build Experiences People Love.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

SharpenCX

SEPTEMBER 8, 2021

In an SHRM article, Amy Hirsh Robinson , principal of the consulting firm The Interchange Group describes how important onboarding is to help new employees feel engaged. It’s so hard to gauge how you measure up against expectations without a clear sense of benchmarks and goals. Give feedback as you train your new hire.

Call Center 128

Call Center Coaching Feedback Contact Center 128