ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Consulting Consulting 345

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 403

Customer Experience Customer advocacy Technical Support Finance 403

ShepHyken

FEBRUARY 18, 2025

What role does empathy play in customer service? Top Takeaways To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes. Your employees are just as valuable sources of feedback as your customers.

Customer Service 226

Customer Service Construction Metrics Feedback 226

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? Personalization Done Right by Mark Abraham and David C.

Customer Service 196

Customer Service Customer centricity Entertainment Airlines 196

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 Enterprise 100

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Conclusions.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

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 400

SaaS Sales Customer Experience Upselling 400

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 266

Customer Experience Advertising Employee engagement Customer centricity 266

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 177

Customer Service Feedback Surveys Customer Experience 177

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 285

Customer Experience Airlines Customer centricity Surveys 285

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. It goes beyond a diverse, inclusive, and equitable workforce.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

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

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. Verizon Is Using AI Agents to Improve Customer Experiences.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

Beyond Philosophy

AUGUST 13, 2022

How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. Key Ideas to Improve your Customer Experience. Complete this short survey.

Personalization 221

Personalization Consulting Consulting Surveys 221

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. Theres power in personalization. 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.)

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Don’t make customers wait when they initiate live chat requests.

Customer Experience 284

Customer Experience Technical Support Self service Best practices 284

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 300

Customer Experience Feedback Customer centricity Customer retention 300

CCNG

JUNE 5, 2024

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. Other organizations use survey scores to set a bonus plan for their employees. Have you been asked to do this?

Surveys 195

Surveys Construction CCNG Feedback 195

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. 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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. May the CX Force be with you!

Customer Service 177

Customer Service Contact Center Customer Experience Call Center 177

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

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. He received 396!

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

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

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

Personalization 167

Personalization Advertising Surveys Customer Service 167

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. 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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

JULY 16, 2022

They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Complete this short survey.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Personalization 52

Personalization Customer Service Morale Surveys 52

ShepHyken

APRIL 4, 2023

Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. How does personalization impact the bottom line? Better return on ad spend.

Personalization 167

Personalization Surveys Customer Experience Customer Service 167

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 258

Customer Experience Entertainment Sales Advertising 258

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. Here are my top five picks from last week.

Customer Service 294

Customer Service Surveys Customer Experience Feedback 294