ShepHyken

JUNE 1, 2022

As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. . Feedback is a gift. Positive ratings may indicate you did a great job for the customer. The answers to these questions are why you want feedback.

Feedback 340

Feedback Customer Experience Personalization Customer Service 340

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 180

Customer Service Feedback Personalization Customer Experience 180

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 180

Customer Service Surveys Feedback Chatbots 180

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 180

Customer Service Feedback Surveys Customer Experience 180

CCNG

DECEMBER 11, 2024

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. 7 Showstoppers for a pureplay ChatGPT bot in Customer Service Conversational AI is a conversational interface used for interacting with software, designed around business needs.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 180

Customer Service Entertainment Consulting Consulting 180

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. Connect with Shep on LinkedIn.

Customer Service 168

Customer Service Surveys B2B Self service 168

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? Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

ShepHyken

NOVEMBER 5, 2021

He shares the challenges and limitations of using surveys to gather feedback about customer experience. Surveys will always be a critical component of a brand’s customer engagement strategy. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. .

Surveys 370

Surveys Feedback Customer Experience Marketing 370

ShepHyken

MARCH 6, 2023

.” About: Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution. What is customer-led growth? How do you define customer success? Why is customer feedback important?

Feedback 331

Feedback Customer centricity Contact Center Surveys 331

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. Only by delivering amazing customer service. Decide What “Amazing Customer Service” Means. It includes: Standards.

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

DECEMBER 3, 2024

It’s now been a month, and it may be time to stop hoping for a response. In my customer service and CX research (sponsored by RingCentral ), there is an entire section devoted to surveys, and two findings apply to this experience: 72% of customers say they never hear back from the company or brand after completing a survey.

Surveys 223

Surveys Feedback Customer Service Customer Experience 223

ShepHyken

OCTOBER 8, 2021

He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health. From afar, customer service seems like it should be simple. Just answer any questions your customers may have.

Best practices 359

Best practices Customer Service Morale Feedback 359

ShepHyken

MARCH 4, 2025

Direct feedback is a gift. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Take time each quarter maybe even each month to examine this type of feedback.

Feedback 216

Feedback B2B Customer Service Customer Support 216

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. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback.

Customer Service 406

Customer Service Customer Support Surveys Self service 406

TeleDirect

JANUARY 15, 2025

Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US When evaluating the top call centers in the US , businesses often prioritize efficiency, technology, and scalability. What Is Empathy in Customer Service? Empathy is the ability to understand and share the feelings of another person.

Call Center 126

Call Center Customer Service Healthcare CRM 126

CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Feedback Loops for Continuous Improvement: Missing details? Whats the Confusion?

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

Toister Performance Solutions

OCTOBER 10, 2024

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. I've now been a customer service trainer for more than 30 years. Today, I talk to a lot of people who want to become customer service trainers. The same is true for customer service.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 349

Customer Service Self service Feedback Management 349

ShepHyken

FEBRUARY 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies utilize new technologies like generative AI to improve customer satisfaction? How can companies use digital and conversational signals to understand customer feedback better?

Customer Experience 216

Customer Experience Surveys Feedback Technology 216

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. I like to say, Customer service training isnt something you did.

Customer Service 241

Customer Service Customer Support Feedback Technology 241

ShepHyken

APRIL 29, 2025

How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience? How can employees’ personal and professional growth impact the overall customer service experience?

Employee engagement 180

Employee engagement Feedback Enterprise Customer Service 180

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What strategies can organizations use to empower employees to improve customer interactions?

Government 216

Government Chief Customer Officer Customer Experience Feedback 216

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights.

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 357

Customer Service Customer centricity B2B Upselling 357

ShepHyken

APRIL 21, 2025

What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service? Why is it crucial for companies to start implementing AI to improve customer experience? Loyal customers will give three chances.

Customer Experience 180

Customer Experience B2C Analytics B2B 180

ShepHyken

NOVEMBER 21, 2024

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? Only one out of every 26 customers who have a complaint will let you know. Why don’t customers leave feedback?

Feedback 156

Feedback Marketing Customer Service Customer Experience 156

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it.

Customer Experience 423

Customer Experience Feedback Customer Service Personalization 423

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! What Sets Calabrios Customer Service Software Apart?

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

ShepHyken

MARCH 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma?

Customer Experience 180

Customer Experience Metrics Feedback Customer Service 180

ShepHyken

MARCH 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction?

Chatbots 200

Chatbots Customer centricity Metrics Feedback 200