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.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Surveys 280

Surveys Feedback Customer Experience Sales 280

ShepHyken

FEBRUARY 14, 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. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 325

Customer Service Surveys Customer Experience Accountability 325

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey.

Surveys 273

Surveys Feedback Personalization Customer Service 273

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 260

Feedback Customer Experience Abandon rate Surveys 260

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. Net Promoter Score (NPS).

Feedback 266

Feedback Customer Experience Surveys Construction 266

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.

Customer Service 185

Customer Service Surveys Feedback Chatbots 185

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 260

Feedback Surveys Technical Support Personalization 260

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 288

Surveys Customer Service B2B SaaS 288

ShepHyken

JULY 26, 2021

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. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 277

Customer Service Customer retention Contact Center Upselling 277

ShepHyken

MARCH 18, 2019

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 shares wisdom on the importance of an omnichannel strategy. It’s one thing to implement the survey to get feedback.

Customer Service 238

Customer Service Customer centricity Feedback Surveys 238

ShepHyken

SEPTEMBER 7, 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. My Comment: The title of this article caught my attention. My Comment: Feedback is crucial to the growth of your team members.

Construction 237

Construction Customer Service Feedback Customer retention 237

ShepHyken

FEBRUARY 16, 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. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 271

Customer Service B2B Journey mapping Best practices 271

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

APRIL 13, 2018

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.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JANUARY 22, 2018

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. My Comment: This is a fascinating article with a focus on customer service delivered through social channels. But how valuable is it really?

Customer Service 243

Customer Service Wireless Chatbots Airlines 243

ShepHyken

DECEMBER 3, 2024

About twice a year, they send out a survey. The surveys are always short, and because I like the company, I always fill them out. I told my wife, “I hope they send the survey now because I’d like to tell them what happened.” By coincidence, a survey arrived in my inbox. Send the survey at the right time.

Surveys 231

Surveys Feedback Customer Service Customer Experience 231

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. How often do your customers giggle?

Customer Service 207

Customer Service Customer centricity Entertainment Airlines 207

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

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 224

Customer Service Customer retention Morale Customer Experience 224

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. You’ve listened to your employees, and you’ve created better processes because of their feedback. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan.

Customer Experience 409

Customer Experience Wait times Surveys Feedback 409

ShepHyken

JUNE 15, 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. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep.

Customer Service 208

Customer Service Surveys Metrics Customer Experience 208

ShepHyken

JULY 16, 2018

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 first article of the Top Five roundup for the week is a story of an Uber driver who absolutely gets the customer experience.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

ShepHyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 415

Feedback Surveys Management Employee engagement 415

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.

Customer Service 388

Customer Service Chatbots Education Feedback 388

ShepHyken

FEBRUARY 12, 2018

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. My Comment: SuperOffice has been sharing some great content, and this article is no exception. That is the focus of this article.

Customer Service 195

Customer Service B2C B2B Feedback 195

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 210

Surveys Automotive Advertising Enterprise 210

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 191

Customer Service Self service Surveys Contact Center 191

ShepHyken

AUGUST 15, 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. For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship.

Customer Service 34

Customer Service Surveys Feedback Technology 34

ShepHyken

JUNE 26, 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. In this informative and entertaining article, Hodak takes her SUPER model and uses well-known brands from the fast-food industry to illustrate her points.

Customer Service 44

Customer Service Customer centricity B2C Entertainment 44

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. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 172

Customer Service Healthcare Journey mapping Feedback 172

ShepHyken

OCTOBER 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. Enough Already With Customer Feedback. My Comment: I’ve always believed that surveys are very important. Make Your Move by Jeb Dasteel.

Customer Service 37

Customer Service Surveys Chatbots Self service 37

ShepHyken

DECEMBER 27, 2021

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 has a few other ideas worth considering. This article makes the case that winning your customers back is also less expensive.

Customer Service 207

Customer Service Coaching Marketing Call Center 207

ShepHyken

DECEMBER 3, 2021

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 .

Customer Experience 378

Customer Experience Transportation Feedback Metrics 378

CX Global Media

AUGUST 27, 2018

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. If so, it’s time to ignore your survey scores. When thinking about survey scores, you need to do just that. Ignore to Focus.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

ShepHyken

SEPTEMBER 5, 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. The article quotes a survey that claimed 64% of consumers would switch. Yes, even negative feedback and ratings can be positive.

Customer Service 185

Customer Service Journey mapping Surveys Customer Experience 185

ShepHyken

APRIL 8, 2020

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. What a great way to do research and get feedback!

Coaching 325

Coaching Feedback Customer effort Surveys 325