ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

Personalization 165

Personalization Advertising Surveys Customer Service 165

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

CSM Magazine

JANUARY 3, 2025

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Start by designing survey questions that target emotional interactions.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

ProProfs Blog

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. But what is personalized customer service?

Personalization 167

Personalization Customer Service Self service Feedback 167

PeopleMetrics

JANUARY 29, 2025

Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. VoC : Operational, two-way communication that gathers real-time feedback from all customers, enabling companies to act on individual concerns while improving processes at touchpoints.

Marketing 116

Marketing Airlines Surveys Feedback 116

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Let’s learn more by jumping into customer survey questions examples.

Surveys 158

Surveys Feedback Customer Support Construction 158

ShepHyken

MARCH 31, 2021

So, here are three of my favorite ways to get to know your customer.? . 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.? . By the way, if you can’t meet in person, you can always do a virtual focus group.

Feedback 395

Feedback Surveys Sales Customer Service 395

ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

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 182

Surveys Contact Center Consulting Consulting 182

ProProfs Blog

NOVEMBER 20, 2020

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. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

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 174

Customer Support Customer effort Self service Metrics 174

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

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. 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

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. 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

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out? What is Personalized Customer Service. But what is personalized customer service?

Personalization 148

Personalization Customer Service Self service Feedback 148

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

ShepHyken

AUGUST 27, 2021

The raging pandemic situations have also changed the customer expectation to a considerable level offering many more challenges to the businesses these days. . All these discussions prove that customer loyalty should be the prime priority of businesses in order to strive and thrive in such a competitive market.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

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 289

Customer Service Surveys Customer Experience Feedback 289

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? However, there is a problem.

Surveys 147

Surveys Education Feedback Marketing 147

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Morale Feedback Customer effort 144

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If it’s good for the customer, then it’s worth considering. Just be careful you don’t lose the personality of your company. Many customers want and need to have an interaction with employees.

Self service 413

Self service Consulting Consulting Surveys 413

ProProfs Blog

OCTOBER 30, 2020

I can strike the right balance between my personal and professional life. 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. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Education 153

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.

Surveys 139

Surveys Best practices Construction Analytics 139

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ShepHyken

MAY 23, 2018

They are not able to speak to a person who can provide answers. Personally, I hate holding for a long time while the company’s recorded message states, “Your call is very important to us.”. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Customer Service 248

Customer Service B2B B2C Surveys 248

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Retail Customer Experience) Here are three examples of what caring looks like up close and personal.

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

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 241

Chatbots Customer Support Surveys Personalization 241

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. 25% of millennials expect a response within 10 minutes of reaching out to support. Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize.

Customer Service 258

Customer Service Self service Customer Support Scripts 258

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. She is passionate about sustainability, growth (both personal & professional), the Oxford comma, and lipstick.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

First call resolution 206

First call resolution Call Center Best practices Customer Support 206

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. Listening to customer opinions and making changes based on their input demonstrates a commitment to quality service.

Call Center 62

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

aircall

AUGUST 14, 2022

But one way to ensure you can scale without compromising on quality is to scale your customer support team too. This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. .

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

ShepHyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

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.

Surveys 98

Surveys Feedback B2B SaaS 98