ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. Types of Website Surveys.

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Surveys Feedback Marketing Customer Support 145

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

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Surveys Transportation Government Education 153

ShepHyken

MAY 10, 2021

8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?

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Customer Service Customer Support Surveys Self service 398

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. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

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

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well-defined customer experience strategy. What Happens When You Don’t Have a Clear Strategy?

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Customer Experience Airlines Customer centricity Surveys 281

ProProfs Blog

FEBRUARY 28, 2020

For this, all you need to do is conduct a brand awareness survey! What Is a Brand Survey? A brand awareness survey helps you gauge how familiar your ideal customers are with your brand as compared to your competitors. How do you conduct a brand awareness survey? But where to begin exactly?

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Surveys Metrics B2B Marketing 143

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

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Customer Support Customer effort Self service Metrics 174

ShepHyken

JULY 26, 2019

By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming sincerely customer-centric. Emotional connection matters- Have you ever come across a phrase “it’s not what you say; it’s how you say it”? Try capturing feedbacks in real-time.

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Customer Experience Feedback Customer centricity Customer retention 297

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

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Customer Support Surveys Inbound sales Construction 160

ProProfs Blog

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is the Importance of an Employee Engagement Survey?

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Employee engagement Surveys Brand ambassadors Morale 158

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

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Customer Support Scripts Healthcare Feedback 52

ShepHyken

NOVEMBER 25, 2024

My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. But that’s not always the case. The author included several of my thoughts.

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CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ProProfs Blog

OCTOBER 4, 2020

The need to get a better understanding of what their customers think of their brand. . As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Exploring the Difference Between a Survey and a Questionnaire? How to Run a Good Survey.

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Surveys Education Feedback Marketing 147

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

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Customer Service Surveys Customer Experience Feedback 289

ShepHyken

DECEMBER 17, 2021

With the fast pace of the holiday season and a sharp uptick in deliveries, it’s more likely that packages will get lost in the shuffle, damaged in transit, or even stolen off the customer’s front porch. As a result, UPS Capital’s survey found 23% of consumers have cut back their holiday spending budget, citing inflation.

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Surveys Advertising Marketing Customer Experience 206

ShepHyken

NOVEMBER 20, 2020

Poor customer service costs businesses over $75 billion a year in lost profits. How to avoid that if you’re running an eCommerce business? Only by delivering amazing customer service. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. It includes: Standards.

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Customer Service Chatbots Education Feedback 371

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

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Surveys Best practices Construction Analytics 139

ShepHyken

NOVEMBER 24, 2017

Not sure where your customers go when they’re online? Then try asking them, through a survey. Are people asking for customer support? Are they providing feedback—and how much is positive versus negative? How is the best way to respond? Communication is key to great service. Great Social Media Examples.

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Customer Service B2B B2C Accountability 223

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Month 1-2 Identify common post-purchase pain points through customer surveys and support ticket analysis. Month 6 Measure results via CSAT and NPS surveys.

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ProProfs Blog

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

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Surveys Feedback Metrics Customer retention 146

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?

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Surveys Customer Experience Advertising Customer effort 143

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

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Surveys Feedback B2B SaaS 98

ProProfs Blog

MARCH 18, 2020

What if you need more constructive feedback to make things better for your customers? Well, you have to understand how to measure customer satisfaction by expressing it in meaningful, comparable, and unbiased numbers. Read on and find out: what customer satisfaction actually represents, . customers’ loyalty, etc. .

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Surveys Metrics Feedback Best practices 145

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

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Customer retention Metrics Surveys Advertising 62

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and say whats really on their minds in a way thats impossible through structured rating questions. And it’s useful for analyzing the Customer Experience too!

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Surveys Metrics Customer effort Analytics 62

ShepHyken

AUGUST 9, 2021

Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended ways to improve customer service.

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Customer Service Benchmark Customer Experience Surveys 377

Nicereply

OCTOBER 11, 2024

Customers will gladly hand you their hard-earned dollars if you continuously provide value and help them solve their problems. Let’s take a closer look at what customer satisfaction is and why it matters. We’ll also review how to measure customer satisfaction, along with some tips on how to improve it.

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Customer retention Surveys Feedback Education 52

ProProfs Blog

SEPTEMBER 18, 2020

In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. Now, modern entrepreneurs love to hunt for customer opinion. But do customers really like to offer feedback? What Do We Mean by a Survey Respondent? How to Find Survey Respondents?

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Surveys Chatbots Feedback Finance 147

ProProfs Blog

MAY 22, 2020

Always aim at asking better questions to build great conversations with your customers. Now, let’s jump straight into how you can create an online questionnaire. How to Create a Questionnaire. Likert Scale : Common choice for survey forms, a Likert Scale is a great way to know what respondents feel about something.

Construction 158

Construction Surveys Feedback Marketing 158

CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. Straightforward and professional?

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Customer Support Customer centricity Construction Morale 52

ProProfs Blog

MARCH 6, 2020

They really want to know how content the users are with their products/services. . Most business leaders realize the value of measuring customer satisfaction , however, they are faced with several challenges. Which survey to use? And how to measure customer satisfaction score ? Customizations That Fit Your Needs.

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Customer centricity Surveys Analytics Sales 152

OctopusTech

MAY 8, 2021

Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. How to Assemble Support Solutions for Peak Season. a) Cash flow management.

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outsourcing Customer Support Multichannel Chatbots 118

ProProfs Blog

AUGUST 28, 2020

*Note: Factors such as behavior or preferences towards customer service are likely to impact decision making processes that can be termed as customer expectation trends. Basic Customer Expectations. You must have noticed a question popping up on a few forums “how to meet customer expectations?”.

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Self service Feedback Airlines Metrics 157

ShepHyken

MARCH 25, 2022

It’s important to provide them with top-down information and solicit their feedback, utilizing pulse surveys and suggestions for company-wide projects. Make their task easier with tech-enabled resources for customer services. Let’s take a look at the omnichannel approach to customer support.

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Customer Experience Employee engagement Customer centricity Chatbots 198

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? Centrally Record Customer Feedback & Opinions. Recommending products/services to your customers.

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Personalization Customer Service Self service Feedback 167

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Better customer service – It’s no secret that customers love live chat. How to Integrate AI to Your eCommerce Business?

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Chatbots Feedback Surveys Sales 159