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 314

Feedback Customer Service Surveys Accountability 314

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? It may be one of the best feedback questions I’ve ever heard. In one quick question, the customer gets to grade the support rep that took the call. Sounds short enough. Push 1 for yes and 2 for no.”.

Feedback 284

Feedback Surveys Customer Service Personalization 284

ShepHyken

JANUARY 26, 2022

I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Surveys 314

Surveys Airlines Feedback Customer Service 314

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 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Are you being clear?

Surveys 275

Surveys Customer Service B2B SaaS 275

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

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 206

Customer Experience Surveys Feedback Technology 206

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 219

Feedback Surveys Customer Service Customer Experience 219

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 398

Customer Service Customer Support Surveys Self service 398

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. ” About: Michelle MacCarthy is the Global Head of Customer Success at Unit4.

Feedback 323

Feedback Customer centricity Contact Center Surveys 323

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 371

Customer Service Chatbots Education Feedback 371

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 260

Surveys Feedback Personalization Customer Service 260

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 250

Feedback Customer Experience Abandon rate Surveys 250

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Net Promoter Score (NPS).

Feedback 253

Feedback Customer Experience Surveys Construction 253

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.

Surveys 236

Surveys Feedback Customer Service Customer Experience 236

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 302

Customer Service Surveys Customer Experience Feedback 302

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 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 191

Chatbots Customer centricity Metrics Feedback 191

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. embedded in the employee experience.

Surveys 279

Surveys Enterprise Consulting Consulting 279

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 289

Customer Service Surveys Customer Experience Feedback 289

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

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 346

Customer Service Customer centricity Government B2B 346

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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? One of the most important parts of this process is making sure that you’re asking customers the right questions. Here are my top five picks from last week.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Obviously, getting to know what your customers want, need, and expect is just half of it. Conduct a Focus Group.

Feedback 395

Feedback Surveys Sales Customer Service 395

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 345

Feedback Surveys Technology Customer Experience 345

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

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Prioritize VIP customers or repeat callers to reduce wait times. Use positive and reassuring language.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

AUGUST 7, 2020

She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. Customer service is the most important aspect of any business.

Customer Service 248

Customer Service Feedback Personalization Surveys 248

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

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

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Customer Service 225

Customer Service Customer centricity Feedback Surveys 225

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 70

Feedback Analytics Surveys Customer Service 70

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Construction 232

Construction Customer Service Feedback Customer retention 232