Beyond Philosophy

DECEMBER 22, 2016

Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved. Amazon is promoting its Amazon Go stores that don’t require checking out with a person. based customers would rather deal with a person than a digital solution. I imagine a person!

Transportation 321

Transportation Consulting Consulting Personalization 321

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. The response to this question was fascinating as 69% of respondents said that if they could go back in time they would select a different course of study. Erica Mancuso. Conclusions.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. Take courses, find software, and talk to other experts. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #2: Make your business case.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

PeopleMetrics

JANUARY 20, 2025

Example : A restaurant analyzing customer feedback receives these comments: The appetizers were amazing, but the main course was a letdown. The main course was fine, but the dessert was to die for. Example : A retail chain receives over 10,000 survey responses in a month.

Analytics 118

Analytics Airlines Feedback Surveys 118

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. From Thailand: Respondents wanted more personalized offers that addressed their specific needs (66%). Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

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. She is passionate about sustainability, growth (both personal & professional), the Oxford comma, and lipstick.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. By integrating with the companys CRM system, the chatbot delivers personalized responses, enhancing both CS efficiency and CX quality.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

CSM Magazine

DECEMBER 19, 2024

Once a match is made between a person in-store and a criminal on the database, the system sends an alert to the security team. This alert shows where the person is in-store, as well as their real-time and database photo. For example, in a large survey of retailers across the U.S., What about privacy?

Surveys 98

Surveys Technology Personalization 98

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. However, there are several signals that a person sends when they are ready to buy. Complete this short survey. In this episode we tell you and explain the psychology behind it.

Consulting 243

Consulting Consulting Sales Surveys 243

Beyond Philosophy

JUNE 15, 2018

How else is a person going to pay for an airline ticket in 2018? However, I always expect to have a seat-back tray table available to me to work on my laptop (after 10,000 feet, of course). Now, to be clear, I don’t mean a shallow survey or a quick question here or there. I wasn’t keen on booking that flight. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Solvvy

JULY 13, 2022

Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs. Enter Solvvy Surveys. . Close the Loop on Customer Feedback with Solvvy Surveys. Build Engaging and Personalized Surveys with Ease. Get Started With Solvvy Surveys.

Surveys 109

Surveys Feedback Analytics Engineering 109

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

OCTOBER 9, 2020

Consider this: a recent Harvard Business Review survey of 46,000 shoppers found that only 7% shopped exclusively online, 20% were store-only shoppers, while 73% moved across multiple channels. Getting a seamless shopping experience, of course. Greater Personalization. An Omnichannel Perspective.

Customer Experience 357

Customer Experience Advertising Technology Customer centricity 357

delighted

APRIL 5, 2022

That’s why we’re excited to announce Delighted Admin Certification , a free learning course and exam designed to help Admin users learn everything they need to know about running their CX programs on Delighted. . What is covered in our Admin Certification course? You can also save the direct link to the course.

Management 91

Management Feedback Finance Accountability 91

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys. Anatomy of an employee survey: 3 components.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

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

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. One of the trends, “Micro-Targeting,” is about creating a highly personalized program. The brands that win are the ones who find a way to engage, personalize and reduce friction in their experiences.

Customer Service 183

Customer Service Advertising B2C Big data 183

ChurnZero

MARCH 18, 2022

A [Dave]: I personally think it’s misleading. A [Dave]: I would note in the footnotes that some people have opt outs, but personally they were not available to renew. My first answer is – just as a business finance-oriented person and former CEO – I like the notion of each CSM having their own MRR.

SaaS 98

SaaS Metrics Surveys Enterprise 98

ShepHyken

SEPTEMBER 7, 2020

MarTech Series) Conducted in partnership with Censuswide, over 8,000 consumers across the UK, US, China and France were surveyed to gain key insights into how consumers are adjusting their in-store shopping behaviors and developing new shopping patterns in today’s world. Of course, that can always change!).

Construction 232

Construction Customer Service Feedback Customer retention 232

ShepHyken

JANUARY 12, 2018

When I hear a script, I wonder if the person can help me. 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. Are we taking a survey? Not my error.

Customer Service 246

Customer Service Scripts Customer Experience Personalization 246

Beyond Philosophy

AUGUST 6, 2022

For example, one reader shared her perspective as a Dutch person living in Britain. Then, of course, there is the computer to deal with, and sometimes it says no (Warning: Fruity language at the end of this video). Complete this short survey. Also, some of the problems are cultural. Please tell us how we are doing!

Airlines 243

Airlines Consulting Consulting Customer Experience 243

ShepHyken

MAY 28, 2021

To find out, Linnworks conducted a survey of 1,000 shoppers.? . Personalize the experience. And 60% of shoppers say sharing personal information makes the shopping experience more convenient.? And 60% of shoppers say sharing personal information makes the shopping experience more convenient.? . The Takeaway.

Customer Experience 225

Customer Experience Personalization Surveys Sales 225

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

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. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls. For instance, Cookie is a 40-year-old lady who loves to explore technology.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. You can download the survey results for free below. Now, providing overnight support from agents is of course cost prohibitive for most institutions.

Chatbots 96

Chatbots Surveys Education Wait times 96

ShepHyken

SEPTEMBER 24, 2023

Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. But honoring is bottom line about how a person is treated. Just when you think you understand CSAT, think again.

Customer Service 186

Customer Service Morale Surveys Consulting 186

Beyond Philosophy

FEBRUARY 16, 2022

Then, she wants to empower the front-line teams to correct course and fix things for customers, sometimes even before the customer knows there is a problem. 22:09 Colin asks about segmentation and how they use it to personalize experiences. 22:09 Colin asks about segmentation and how they use it to personalize experiences.

Self service 221

Self service Consulting Consulting Customer Experience 221

Steve DiGioia

OCTOBER 3, 2016

If not, how long can you afford to be without the person that was your best seller, the one that needed little motivation and the one that mentored the younger staff? Of course, there is no such thing as a perfect employee. You must identify the best employee available to fill that role. Not very long. You’re kidding?

Morale 196

Morale Surveys Management Sales 196

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. The response to this question was fascinating as 69% of respondents said that if they could go back in time they would select a different course of study. Erica Mancuso. Conclusions.

Customer Experience 182

Customer Experience Journey mapping Entertainment Engineering 182

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. Of course, things like “enrichment” are hard to measure. Furthermore, when employees don’t earn that praise, NPS will show what they should change. So, What Went Wrong with NPS? The Earned Growth Rate.

Airlines 273

Airlines Metrics SaaS Accountability 273

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. Net Promoter Score surveys are a type of customer experience survey.

Surveys 121

Surveys Feedback Personalization Metrics 121

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Complete this short survey.

Airlines 170

Airlines Consulting Consulting Surveys 170

ShepHyken

MAY 9, 2022

Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. Of course, not!

Customer Service 174

Customer Service Personalization Engineering Surveys 174

ShepHyken

JANUARY 6, 2017

Of course, none of this replaces human thinking. At a large bank, I’ve witnessed a slim four-person team build high performing propensity and learning models for all business lines. Tag key digital interactions and keep this behavior data longer than preference and survey data, which goes stale. Data is a cost.

Customer Experience 220

Customer Experience Telecommunications Banking Technology 220