ShepHyken

SEPTEMBER 18, 2020

He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 313

Feedback Customer Service Surveys Accountability 313

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience.

Feedback 321

Feedback Customer centricity Contact Center Surveys 321

ShepHyken

DECEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? Customer loyalty is fragile.

Feedback 181

Feedback Airlines Best practices Surveys 181

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. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Surveys 263

Surveys Feedback Customer Experience Sales 263

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 356

Customer Experience Transportation Feedback Metrics 356

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. If they’re not, there could well be an experience-related reason for this.

Customer Experience 347

Customer Experience Metrics Customer retention Analytics 347

ShepHyken

FEBRUARY 24, 2025

How can companies use digital and conversational signals to understand customer feedback better? What role does AI play in analyzing customer data and providing actionable insights? How can companies effectively activate their customer data to make informed business improvements?

Customer Experience 203

Customer Experience Surveys Feedback Technology 203

ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? You want feedback.

Feedback 216

Feedback Surveys Customer Service Customer Experience 216

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 396

Customer Experience Technical Support Customer advocacy Finance 396

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. 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. Don’t wait two weeks to send the survey.

Surveys 257

Surveys Feedback Personalization Customer Service 257

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 244

Feedback Surveys Technical Support Personalization 244

ShepHyken

SEPTEMBER 24, 2021

Due to this, competition is fierce as many SaaS companies are highly vulnerable to churn if they are not satisfying their customer base.? . In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. . In-depth client understanding.

SaaS 393

SaaS Sales Customer Experience Upselling 393

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. And in general, short surveys get higher response rates.

Surveys 233

Surveys Feedback Customer Service Customer Experience 233

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Survey Overload.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

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 295

Customer Experience Feedback Customer centricity Customer retention 295

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 259

Customer Experience Advertising Employee engagement Sales 259

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

ShepHyken

APRIL 6, 2018

This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

NOVEMBER 10, 2020

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. Next you must respond to it.

Feedback 342

Feedback Surveys Technology Customer Experience 342

Genroe

OCTOBER 21, 2024

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors.

Feedback 98

Feedback Surveys Customer Experience Management 98

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

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 244

Interactive Voice Response Customer Experience Self service Contact Center 244

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 252

Customer Experience Entertainment Sales Advertising 252

ShepHyken

NOVEMBER 26, 2019

Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. More often than not , customer service is not the root of the problem.

Feedback 69

Feedback Analytics Surveys Customer Service 69

ShepHyken

FEBRUARY 26, 2019

Customer Feedback 101. Seeing Your Business Through the Eyes of the Customer. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. Keep surveys short and simple.

Surveys 261

Surveys Feedback Marketing Customer Experience 261

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. The surveys are always short, and because I like the company, I always fill them out. Then, as mentioned, I recently had a bad experience. It had two questions.

Surveys 210

Surveys Feedback Customer Service Customer Experience 210

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 300

Customer Service Surveys Customer Experience Feedback 300

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. 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. What is an After-Call Survey? Thousands again.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. However, when an experience is extreme, a customer is more likely to review it. If I have a fantastic or terrible experience at a restaurant, I am more likely to write a review than if it was okay or even pretty good.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

FEBRUARY 18, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the biggest enemy of good customer service? How can companies get better customer feedback? What should companies look for when hiring customer service employees? What role does empathy play in customer service?

Customer Service 216

Customer Service Construction Metrics Feedback 216

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton also explains the difference between feedback and reviews.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Teaches customer service teams to provide world-class service quality by focusing on customer amazement. Talk to Your Employees.

Customer Service 368

Customer Service Chatbots Education Feedback 368

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan.

Customer Service 396

Customer Service Customer Support Surveys Self service 396