Beyond Philosophy

SEPTEMBER 20, 2018

If you don’t have a long-time mate that you have had this exchange with personally, then you at least know how to answer this query from TV and movies. 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. However, we all know the right answer here.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. Request feedback. I would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!” Find the balance.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. For instance, Betterment, an online investment advisor, uses proactive chat invitations to provide personalized financial services to new clients, helping them invest with confidence. . Customer Service Trends For 2021 .

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. 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.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization? Failure to do so is disrespecting the customer and the business."

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” “I need someone in this position who can consistently be on time, and I hope that person is you.” ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

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 233

Construction Customer Service Feedback Customer retention 233

delighted

APRIL 5, 2022

Delighted’s goal has always been to make gathering customer feedback fast and easy, and this means enabling you to run your program effectively and efficiently. BONUS: When you pass, you’ll also receive a personalized certificate and badge to show off your Admin knowledge to the world (or maybe just your LinkedIn connections).

Management 91

Management Feedback Finance Accountability 91

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. Be the judge of what is fair of course but allow them the opportunity to feel empowered over the situation. Turning your body away from another person while you talk to him or her can lessen your degree of contact with that person. S atisfy – Make it right.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

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

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. Of course, there are other tactics that customer experience professionals can explore. Shep Hyken. My daughter Caroline’s class recently had their 8th grade formal.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ShepHyken

JANUARY 12, 2018

When I hear a script, I wonder if the person can help me. No interest in customer feedback. No personalized engagement. Hard to do with no personalized engagement. Related: Crash Course on How to Apologize to a Customer. They don’t care that another person in your organization will deal with it.

Customer Service 249

Customer Service Scripts Customer Experience Personalization 249

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. feedback@ (Contributed by: , @jacobshields20 ). She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Myra Golden Media

JANUARY 15, 2019

“I need someone in this position who will speak with friendliness and warmth, and I hope that person is you. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Together, let’s transform your approach to customers.”.

Coaching 220

Coaching Accountability Feedback Personalization 220

Beyond Philosophy

FEBRUARY 6, 2019

Take courses, find software, and talk to other experts. Recommendation #4: Get feedback from sources other than surveys. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. Recommendation #2: Make your business case.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.” And always check back – life moves fast and personal priorities shift. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. @JourneyPure. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

CCNG

APRIL 27, 2022

Over the course of the next few months, we started making changes to the operations and processes. I would harness their ideas and run the game plan by them; then they would give me feedback. NOTHING was done without constant feedback. Everyone was giving feedback and engaged. Did I mention the agents made minimum wage?

CCNG 195

CCNG Contact Center Scripts Feedback 195

Russel Lolacher

SEPTEMBER 13, 2022

This is the Frontline Feedback story of … Compassion So Counterfeit. Relationships at Work presents… Frontline Feedback –Stories from the Employee Journey. So, I’m reading some books and taking some courses to help manage my stress,” Sally said. But it didn’t go the way it should. I’m your host and storyteller Russel Lolacher.

Feedback 98

Feedback Management Employee engagement Personalization 98

PeopleMetrics

JANUARY 20, 2025

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. The main course was fine, but the dessert was to die for. But it had its limitations.

Analytics 118

Analytics Airlines Feedback Surveys 118

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. Personalization.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Beyond Philosophy

JANUARY 5, 2023

One of the biggest mistakes that I see people make is thinking that because they’re the leader, they are (or should be) the cleverest person. Of course, I don’t think having a chain of command is bad. Of course, I don’t think having a chain of command is bad. However, respect is essential here.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization? That begins at onboarding, but must be reinforced daily.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization? That begins at onboarding, but must be reinforced daily.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around.

Feedback 78

Feedback Surveys Analytics Benchmark 78

ShepHyken

APRIL 28, 2017

John Rampton, entrepreneur and investor, defines single customer view as: ❝…an accessible and consistent set of information about how a customer has interacted with your company, including what they have bought, their personal data, opinions, and feedback.❞. Do this time after time, and you’re now forming a relationship.

Customer Service 237

Customer Service Contact Center Technology Big data 237

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

Beyond Philosophy

SEPTEMBER 23, 2021

The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®. Your actions today get you good feedback and also lay the foundation for customers coming back tomorrow. Customer behavior is the best indicator of what they want.

Airlines 273

Airlines Feedback Self service Best practices 273

ShepHyken

SEPTEMBER 19, 2022

Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from customer feedback. Personalize the experience. Collect and act on feedback. Build trust. Create an emotional connection. This author claims six.

Customer Service 166

Customer Service Feedback Customer Experience Personalization 166

Myra Golden Media

JANUARY 14, 2019

Before I have an important discussion, I always ask myself, what do I want the person to know? I spent last week in Carpinteria filming two customer service courses. The endgame was for me to give viewers a fantastic learning experience, and that meant giving me some sharp feedback. Without a plan, you’ll get off track.

Coaching 159

Coaching Feedback Personalization Customer Experience 159

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Fonolo

OCTOBER 26, 2022

Intrinsic motivation refers to self-fulfillment and personal satisfaction. Of course, extrinsic and intrinsic motivation are both necessary to inspire your agents. You know what’s worse than negative feedback? How can agents feel motivated if their hard work is met with zero feedback or rewards? Recognize Hard Work.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Callminer

FEBRUARY 27, 2019

Usually executed in person, on the phone, or through email. While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Analyze your customer feedback data and scrutinize it. “A Aim to be anticipatory.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

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

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Consumers are increasingly less likely to provide companies with direct feedback about bad experiences, so brands need to tap into feedback where customers are giving it. That’s the first of the five ways shared in this article.

Morale 161

Morale Customer Service Chatbots Feedback 161

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