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5 Top Customer Service Articles of the Week 10-18-2021

ShepHyken

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. This article looks at three ways COVID-190 changed CX, as the title suggests, forever. CMSWire) Feedback is everywhere these days.

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How to Measure and Boost Customer Satisfaction Using SEO Metrics

CSM Magazine

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.

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Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?

ShepHyken

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback. Agent Input.

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Guest Post: 4 Ways to Transform Customer Experience While Growing Rapidly

ShepHyken

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Spectacular Recovery.

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What Are the Best Metrics for Measuring Customer Satisfaction?

CSM Magazine

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. At its core, satisfaction metrics are the compass for strategic planning.

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Guest Post: How to Effectively Monitor Customer Experience

ShepHyken

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Keep Track of Customer Retention Figures.

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Guest Post: The 4 Most Common Misconceptions About Customer Service

ShepHyken

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent.