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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.
He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .
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?
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.
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: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.”
“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? It may be one of the best feedback questions I’ve ever heard. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company. It’s that simple.
This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.
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. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Customers are getting survey fatigue.
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%.
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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.
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: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!
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.,
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.
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.
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.
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).
Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback. Customers want to trust you to deliver a great experience.”
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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!
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 .
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.
It’s no secret that customer feedback is the lifeblood of all major brands and corporations. Talk to any marketer, and they will tell you at least 4 or 5 different ways to collect customer feedback. What they will also tell you is how hard it is to get actionable customer feedback. 5 Effective Ways to Analyze Survey Data.
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