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?

Surveys 153

Surveys Transportation Government Management 153

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?

Customer Experience 289

Customer Experience Airlines Customer centricity Surveys 289

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?

Surveys 143

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….

Customer Support 180

Customer Support Customer effort Self service Metrics 180

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board?

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

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 302

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.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

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).

Customer Service 299

Customer Service Surveys Customer Experience Feedback 299

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?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

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 220

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Construction Personalization Feedback 158

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.

Surveys 147

Surveys Education Feedback Marketing 147

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.

Customer Service 385

Customer Service Chatbots Education Feedback 385

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 227

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

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 ?

Surveys 147

Surveys Customer Experience Advertising Customer effort 147

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.

Customer Service 390

Customer Service Benchmark Customer Experience Surveys 390

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?

Surveys 146

Surveys Feedback Metrics Customer retention 146

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

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?

Surveys 147

Surveys Chatbots Feedback Finance 147

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.

Customer Experience 212

Customer Experience Employee engagement Customer centricity Chatbots 212

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

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.

Customer centricity 152

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?”.

Self service 157

Self service Feedback Airlines Metrics 157

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.

Personalization 167

Personalization Customer Service Self service Feedback 167

ShepHyken

MAY 1, 2018

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?.

Chatbots 248

Chatbots Customer Support Surveys Personalization 248

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

Customer Service 139

Customer Service Self service Surveys Scripts 139

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?

Chatbots 159

Chatbots Feedback Surveys Sales 159

Fonolo

AUGUST 10, 2021

Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time. You might set goals that include: Earning a high average score on a customer satisfaction survey. Monitoring customer interactions to ensure each agent knows the basics.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

ShepHyken

MARCH 31, 2023

To understand how you can improve your odds of great customer service, you must first understand the challenges customer service reps face. Once you can empathize with them, you can better understand how to get good customer service. 59% of agents are at risk of burnout, while 28% face a severe risk of burnout.

Customer Service 182

Customer Service Chatbots Surveys Personalization 182

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. New to QR code surveys, or need a refresher? What is a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

ProProfs Blog

AUGUST 19, 2020

You must have come across a business that offers lightning-fast responses on chat support but takes weeks to reply to requests over email. This is exactly what inconsistency in customer support looks like. Your support professionals can always look up to those guidelines and fulfill customer expectations.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ShepHyken

DECEMBER 28, 2018

Millennials (those youngsters born between 1981 and 1996) represent more than 25% of the nation’s population, which is why it makes perfect sense that if they have a preference for how to communicate with businesses today (from fast food to fashion), those businesses are going to sit up and take notice! Get creative!

Customer Service 268

Customer Service Self service Customer Support Scripts 268

ShepHyken

JANUARY 3, 2020

Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge. Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover.

Gamification 149

Gamification Morale Contact center software B2B 149

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.

Personalization 148

Personalization Customer Service Self service Feedback 148