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 180

Feedback Chatbots Education Consulting 180

ShepHyken

JANUARY 16, 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. The post 5 Top Customer Service Articles of the Week 1-16-2023 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43

ShepHyken

NOVEMBER 6, 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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. Talk to Your Employees. Conclusion.

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. You may not have an optimized knowledge base set up.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

JULY 6, 2020

Each week I read a number of 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. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 169

Customer Service Healthcare Journey mapping Feedback 169

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

OCTOBER 22, 2021

Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Measure the metrics and look closely at the relationship between your return on investment and your customer experiences. Empower Your Service Team.

Customer Experience 387

Customer Experience Management Finance Banking 387

ShepHyken

APRIL 6, 2018

This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. So, listen.

Feedback 283

Feedback Surveys Marketing Metrics 283

Lumoa

NOVEMBER 8, 2018

You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it. Three Customer experience Metrics The Customer Experience Metrics are the KPIs the business follows that involve customers’ input. Since 2003, when the metric was first introduced, NPS has been gaining popularity.

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Metrics 331

Metrics Consulting Consulting Finance 331

ShepHyken

MARCH 17, 2020

They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture. and finally, follow up on the feedback you receive.

Feedback 285

Feedback Enterprise Metrics Marketing 285

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

SEPTEMBER 6, 2017

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. After all, as your performance improves, your metrics will, too. Yes, finance, legal, accounts receivable, we are talking about you.

Consulting 302

Consulting Consulting Finance Metrics 302

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CX Accelerator

NOVEMBER 7, 2023

11) have zero channels for customer feedback. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them. 11) have zero channels for customer feedback. 5) put profits before purpose. 6) do not invest in the human experience. ,

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback. This feedback, whether positive or negative, is extremely valuable. Thank your customers.

Feedback 200

Feedback Surveys Metrics Personalization 200

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency. This kind of regular feedback helps the agents better their performance and deliver unremitting services.

Best practices 246

Best practices Call Center Average Handle Time virtual call center 246

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Airlines 280

Airlines Metrics Advertising Sales 280

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys. What is customer loyalty?

Customer Service 200

Customer Service Best practices Surveys Feedback 200

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Negative feedback shouldn’t be ignored.

Best practices 98

Best practices Feedback Management Surveys 98

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

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Walk through this article as we discuss those factors and talk about ways to improve your first call resolution rate. .

First call resolution 216

First call resolution Call Center Best practices Customer Support 216

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 236

Technology Marketing Metrics Surveys 236

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? Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ShepHyken

JANUARY 12, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback One of the easiest things you can do is to send out customer satisfaction surveys.

Feedback 146

Feedback Surveys Metrics Personalization 146

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

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink.

Metrics 98

Metrics Journey mapping SaaS Sales 98

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Customer satisfaction is at the core of your business health and growth.

CRM 256

CRM Best practices Customer Service Metrics 256

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. A huge part of how customer success collects intel and feedback from customers is by talking with them. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement.

Metrics 98

Metrics Consulting Consulting Best practices 98

ShepHyken

AUGUST 26, 2022

This week, we feature an article by Rupert Jones, a financial independence expert who believes in the power of networking. Customer satisfaction is an essential metric that businesses should take more seriously. For one thing, it can be seen as a way of incentivizing customers to provide feedback or leave a positive review.

Customer Experience 190

Customer Experience Entertainment Feedback Metrics 190

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

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156