ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

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. However, surveys are not the end all be all of improving your customer experience. Is the feedback really real? .

Surveys 360

Surveys Feedback Customer Experience Marketing 360

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. My Comment: Customer support is going to get better!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

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

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

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. Fresh Ideas to Spark Customer Engagement by Dan Pratt (Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge! He received 396!

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them?

Customer Service 385

Customer Service Consulting Consulting Surveys 385

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

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 371

Customer Service Customer centricity Surveys Customer Support 371

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 393

Metrics Customer Service Consulting Consulting 393

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 323

Customer Service Surveys Marketing Customer Experience 323

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Airlines 363

Airlines Customer Service Coaching Surveys 363

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?

Feedback 183

Feedback Airlines Best practices Surveys 183

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 377

Customer Service Benchmark Customer Experience Surveys 377

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

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 323

Customer Service Surveys Accountability Customer Experience 323

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

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

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

ShepHyken

APRIL 1, 2025

Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. Ive shared some of these findings from surveys from the previous year. When we hear it, we hope its true.

Customer Support 156

Customer Support Contact Center Surveys Customer Service 156

ShepHyken

SEPTEMBER 18, 2020

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. You don’t want to inundate team members with survey data. And much of the time, that’s for good reason.

Feedback 314

Feedback Customer Service Surveys Accountability 314

ShepHyken

FEBRUARY 24, 2025

Top Takeaways Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.

Customer Experience 206

Customer Experience Surveys Feedback Technology 206

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

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

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

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Personalization 434

Personalization Airlines Customer Experience Surveys 434

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

CCNG

AUGUST 16, 2023

Without customer input, organizations can frequently make decisions that adversely affect their experience strategy and their overall profitability. In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. Dealers are incented in several ways based on survey results.

Surveys 195

Surveys CCNG Airlines Consulting 195