ShepHyken

JUNE 3, 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. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Customers are getting survey fatigue.

Customer Service 310

Customer Service Surveys Customer Experience Feedback 310

ShepHyken

JUNE 10, 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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 301

Customer Service Surveys Customer Experience Feedback 301

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

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

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

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Salesforce Survey Shows Customer Experience Now Job No. Here are my top five picks from last week. Steve DiGioia) Stop complaining about your customers.

Customer Service 299

Customer Service Surveys Marketing Sales 299

ShepHyken

JULY 8, 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. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Customer Service 309

Customer Service Customer centricity Customer Care Finance 309

ShepHyken

OCTOBER 16, 2019

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. Without rehashing the entire article, timing is important. And don’t make it too long.

Surveys 273

Surveys Feedback Personalization Customer Service 273

ShepHyken

DECEMBER 21, 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. In this article, he discusses how the COVID-19 pandemic accelerated the use of certain aspects of customer service. by GISuser.

Airlines 316

Airlines Customer Service Advertising Customer Experience 316

ShepHyken

MARCH 25, 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 covers three foundations that are the root of a customer-focused culture; purpose, promise and values. I wrote a book on it!)

Customer Service 293

Customer Service Surveys Customer Experience Customer Support 293

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. In many cases, the response rates are extremely low because customers simply don’t have the time or desire to take a survey. The Power of One Question.

Surveys 280

Surveys Feedback Customer Experience Sales 280

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

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. My Comment: I have a strong opinion about surveys, especially bad ones. Here are my top five picks from last week.

Customer Service 185

Customer Service Surveys Feedback Chatbots 185

ShepHyken

DECEMBER 1, 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: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research ).

Journey mapping 207

Journey mapping Customer Service Customer Experience Marketing 207

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

ShepHyken

AUGUST 12, 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. My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. Here are my top five picks from last week.

Customer Service 266

Customer Service CRM Customer Experience Surveys 266

ShepHyken

JUNE 14, 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. As the author of this article calls it, there is a customer service gap, a disconnect. Here are my top five picks from last week.

Customer Service 263

Customer Service Customer retention Personalization Surveys 263

ShepHyken

SEPTEMBER 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. Our friend Lynn Hunsaker shares an article about this year’s theme: Good CX delivers better outcomes for customers, employees, and organizations.

Customer Service 224

Customer Service Surveys Customer Experience Marketing 224

ShepHyken

SEPTEMBER 9, 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. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 261

Customer Service outsourcing Surveys Marketing 261

ShepHyken

OCTOBER 14, 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. My Comment: Whenever there is an article about Amazon, teaching how they do what they do, I take the time to read it.

Customer Service 52

Customer Service Best practices Finance Customer centricity 52

ShepHyken

AUGUST 23, 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, while focused on retail, has application to any industry. My Comment: The title of this article says it all. Just kidding!

Customer Service 51

Customer Service CRM Marketing Customer Experience 51

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

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

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

ShepHyken

MARCH 18, 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: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans.

Customer Service 231

Customer Service Government Customer centricity Customer Experience 231

ShepHyken

OCTOBER 1, 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 short article focuses on five mistakes organizations make with their customer experience initiative. If nothing else, get this point!

Customer Service 49

Customer Service Surveys Customer Support Marketing 49

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

APRIL 12, 2021

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 post 5 Top Customer Service Articles For the Week of April 12, 2021 appeared first on Shep Hyken. Overpromise by Josh Linkner.

Customer Service 231

Customer Service Surveys Customer Experience Marketing 231

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. Here are my top five picks from last week. But what if we reframed that statement?

Construction 237

Construction Customer Service Feedback Customer retention 237

ShepHyken

NOVEMBER 22, 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 shares some simple ways to improve the customer experience. So, we surveyed 1,000+ US consumers to learn what they thought.

Customer Service 243

Customer Service Customer Experience Surveys Management 243

ShepHyken

AUGUST 3, 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: Forget that I’m quoted in the article, this is an important topic for all of us. Here are my top five picks from last week.

Customer Service 240

Customer Service Marketing Personalization Customer Experience 240

ShepHyken

SEPTEMBER 2, 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. My Comment: Another article that makes the case for why all organizations need to focus on their customer experience strategy.

Customer Service 235

Customer Service Customer Experience Surveys Customer Support 235

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

MAY 26, 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. See my article on the Top 14 Customer Service and CX Metrics.) This is an interesting article about NPS. Is Your Net Promoter Score Biased?

Customer Service 216

Customer Service B2B Marketing Metrics 216

ShepHyken

AUGUST 17, 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 title of the article states this is a sound strategy for small and medium-sized businesses, the larger businesses should take note.

Customer Service 239

Customer Service B2B Consulting Consulting 239

ShepHyken

OCTOBER 3, 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: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX. Here are my top five picks from last week.

Customer Service 39

Customer Service Surveys Telecommunications Self service 39

ShepHyken

JANUARY 30, 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. This article will explain what ChatGPT is and why it has the opportunity to transform customer experience. Will it take over the world?

Customer Service 45

Customer Service Banking Customer Experience Surveys 45