ShepHyken

FEBRUARY 18, 2025

No matter how good your product is, if you don’t have the experience and service to support it, and if you don’t have people who love what they do and love the customers, you will fail. Your employees are just as valuable sources of feedback as your customers. Pay attention to what customers are not telling you.

Customer Service 230

Customer Service Construction Metrics Feedback 230

ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. In this article, we learn from Verizon ‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known.

Customer Service 168

Customer Service Surveys B2B Self service 168

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool.

Surveys 100

Surveys Feedback Chatbots Personalization 100

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. To thread this needle, we’ve identified four key areas that, since being addressed, have led to elevated customer experiences: . Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

ShepHyken

DECEMBER 17, 2024

Top Takeaways Companies can improve their service and product offerings by listening to customers. 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.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. It makes you feel important with personal attention and custom offers.

Customer Service 180

Customer Service Feedback Surveys Customer Experience 180

Beyond Philosophy

AUGUST 6, 2022

I am grumpy about customer experience these days. This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management. Thanks very much.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

ShepHyken

NOVEMBER 13, 2020

So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. In order for feedback to be effective, it should help businesses improve their services and overall customer experience. Net Promoter Score (NPS). Yes and no.

Feedback 261

Feedback Customer Experience Surveys Construction 261

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? If you want customers to return, give them a good experience they can rely on and trust.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker.

Customer Experience 289

Customer Experience Technology Enterprise Analytics 289

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Finance 482

Finance Consulting Consulting Surveys 482

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Beyond Philosophy

AUGUST 21, 2020

We also get to the point more quickly, which favors our emotional evaluations of that experience. For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. It also means that you don’t get a representative sample of surveys. However, will that always be the case?

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Are Your CX Metrics Hurting Your Customer Experience?

Customer Service 168

Customer Service Metrics Benchmark Consulting 168

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. Actions speak louder than words.

Surveys 343

Surveys Big data Engineering Advertising 343

delighted

SEPTEMBER 6, 2024

Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

Surveys 98

Surveys Marketing Metrics Customer Experience 98

Beyond Philosophy

JANUARY 19, 2022

We think it is the future of Customer Experiences. Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success. Key Ideas to Improve your Customer Experience.

Entertainment 195

Entertainment Consulting Consulting Technology 195

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Customer Service 308

Customer Service Surveys Customer Experience Feedback 308

Beyond Philosophy

SEPTEMBER 10, 2019

A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. Two years, it seems, is indicative of a trend.

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

Beyond Philosophy

AUGUST 20, 2020

We also get to the point more quickly, which favors our emotional evaluations of that experience. For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. It also means that you don’t get a representative sample of surveys.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 223

Customer Experience Customer Service Chatbots Upselling 223

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. He shares his expertise and examples of how organizations can use both sound and smell to deliver the experience that evokes the proper emotions that can lead to customer-driven growth. Complete this short survey.

Transportation 369

Transportation Consulting Consulting Call Center 369

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Chatbots 431

Chatbots Surveys Self service Personalization 431

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Why Customers Lie to Us.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

Surveys 62

Surveys industry standards Feedback Metrics 62