ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not).

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

CSM Magazine

NOVEMBER 14, 2024

Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits. Naturally, there is a balance to be struck between acting on every piece of feedback and simply ignoring every negative thing said about a service or product.

Feedback 52

Feedback Marketing Management 52

Beyond Philosophy

OCTOBER 29, 2015

I realize of course that I am not the target of Lululemon, since I would never wear yoga pants (you’re welcome!). The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. They certainly wouldn’t have my size.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

Beyond Philosophy

MAY 26, 2015

Negative feedback has its place, of course, but the best motivators tend to be positive. Find ways to give people positive feedback, and you will be surprised how effective a manager you become. #3: Customer Experience Management (CEM) Certification Course beginning on April 20th. 3: None of us are as clever as all of us.

Feedback 356

Feedback Customer Experience Management 356

ShepHyken

JULY 23, 2021

Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . You can even generate user performance profiles and course performance profiles, and award automated certificates to learners who successfully complete their training. .

Feedback 408

Feedback Surveys Management Employee engagement 408

Toister Performance Solutions

OCTOBER 10, 2024

For example: Free weekly tips: Customer Service Tip of the Week Training videos: LinkedIn Learning courses Books: Check out some of my favs Step 2: Build informal training skills Most trainers start informally. I sought out every opportunity to train over the course of several years in various jobs. Take a train-the-trainer course.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. 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. Bi-weekly one-on-ones.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

FEBRUARY 19, 2021

Of course, there are positives to being in a customer service team; they get to see the many successes of the business and it can feel rewarding when working directly with customers. So, expect an influx of positive feedback from your customers complimenting the level of service from your customer service team.

Customer Service 331

Customer Service Employee engagement Morale Feedback 331

Toister Performance Solutions

NOVEMBER 14, 2024

It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone. via LinkedIn Learning) The exercise files from the course.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

MAY 10, 2021

My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Customer expectations have changed (as in increased).

Customer Service 398

Customer Service Customer Support Surveys Self service 398

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

AUGUST 6, 2019

The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” – Jeff Gothelf. What should I do with customer feedback? How can I make my company stand out?

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

ShepHyken

MARCH 12, 2019

In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. When faced with a difficult situation, employees can think about the core values and compare them to possible courses of action to determine what will best uphold the company’s values. What should I do with customer feedback?

Feedback 234

Feedback Customer Service 234

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

AWS Machine Learning

JULY 26, 2023

Generative AI Foundations on AWS is a new technical deep dive course that gives you the conceptual fundamentals, practical advice, and hands-on guidance to pre-train, fine-tune, and deploy state-of-the-art foundation models on AWS and beyond. Course outline 1. Learn more about generative AI on AWS. Happy trails!

Scripts 98

Scripts Engineering Benchmark Best practices 98

ShepHyken

AUGUST 11, 2017

Customer-obsessed companies don’t always get it right but they course-correct their mistakes and double-down on their hits quickly. Connect executives to customer feedback. Feedback must include elucidating comments, not just numbers. Embrace all feedback, the positive and the negative. Positive feedback is great stuff.

Customer centricity 239

Customer centricity Feedback B2C Customer Experience 239

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

ShepHyken

JULY 26, 2019

Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback. Less likely to shop around or find any alternatives. Much less price-sensitive.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Our program includes multiple courses where, after completion, the employee gets a Certificate of Customer Excellence. That begins at onboarding, but must be reinforced daily.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Beyond Philosophy

MAY 22, 2017

That’s why it’s pretty important to make sure you have a strong social media plan in place, both for direct engagement and for responding to negative feedback. Of course there are circumstances where it’s difficult to list prices, but make it as simple and speedy as you can for people to find out how much things will cost.

Consulting 360

Consulting Consulting Feedback Personalization 360

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. It’s how you handle that feedback that makes a difference.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Engagement with consumers is of course a key consideration in any customer experience improvement strategy, but far too many companies forget another important group of people: their own staff.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. I’d misplaced the keys to my rental car on the second day of filming for a training course. Of course, all of this dominoes to make me late for lighting, where the Director, Light Tech, and everybody else would be waiting. ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

Beyond Philosophy

MARCH 23, 2015

This does not mean, however, negative feedback is never warranted. You must give them time to adjust to the new system and take in the feedback they receive. To learn more ways you can build better business relationships, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

Myra Golden Media

JULY 2, 2019

I thought you would appreciate the feedback Thank you. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.”.

Coaching 264

Coaching Feedback Customer Support Management 264

Toister Performance Solutions

FEBRUARY 21, 2025

The training plan guides you through the Serving Internal Customers course on LinkedIn Learning. The exercise files from the course. Next, discuss the following questions: How is this course relevant to you? It's helpful to share a few best practices for getting the most out of this course: Watch just one video at a time.

Coaching 83

Coaching Best practices Feedback Customer Service 83

Solvvy

JULY 13, 2022

Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs. Remember, feedback is a loop, not a dead end. Enter Solvvy Surveys. .

Surveys 109

Surveys Feedback Analytics Engineering 109

ShepHyken

SEPTEMBER 7, 2020

Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. The author went out to four experts (myself included) and asked us, “How do you give constructive feedback that is actually constructive?” by Steve Williamson.

Construction 232

Construction Customer Service Feedback Customer retention 232

Beyond Philosophy

SEPTEMBER 20, 2018

Your employee gives it to them, of course, but leaves out the fact that they can’t have it by the time they specified or that it costs more. I know some of my readers who would be happy to point it out in the comments of course. If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

ShepHyken

OCTOBER 4, 2019

Finding new customers is, of course, costlier when compared to retaining the existing ones. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. They refer other customers like them to your business.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

SEPTEMBER 20, 2017

And, of course, there is showing some love and appreciation to your customers. Get feedback about it. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. This year I want to take a different approach. Practice it.

Customer Service 279

Customer Service Feedback Management 279

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . For example, if the sales team faced any resistance during the course of a sale, the information can be passed on to the support team to handle the user accordingly.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

Beyond Philosophy

JANUARY 28, 2015

Request feedback. There are ways to suggest a better course of action without being as blunt as saying no. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog. The same applies at work.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Myra Golden Media

NOVEMBER 20, 2019

A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.” Course Outline: Practice with Feedback. “In

Coaching 185

Coaching Customer Care Customer Support Feedback 185

ShepHyken

JUNE 29, 2018

Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems. Of course, the most obvious way of collecting feedback is through customer surveys.

Customer Service 206

Customer Service Feedback Coaching Management 206