PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. How AI is Beginning to Transform VoC AI is starting to reshape how VoC platforms collect, process, and analyze feedback. Heres a few trends that are happening now: 1.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

AWS Machine Learning

MARCH 27, 2025

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. For the multiclass classification problem to label support case data, synthetic data generation can quickly result in overfitting.

Education 88

Education Engineering APIs Enterprise 88

CCNG

DECEMBER 11, 2024

Learning must be ongoing and fast As ChatGPTs FAQ notes , it was trained on vast amounts of data with extensive human oversight and supervision along the way. Moreover, it has limited knowledge of the world after 2021 because of its static data set. Its not as automated as people assume. Finally, its gotta get stuff done.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it. But what happens when it becomes a trend? He writes: .

Customer Experience 421

Customer Experience Feedback Customer Service Personalization 421

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 346

Feedback Healthcare Analytics Customer Service 346

PeopleMetrics

JANUARY 29, 2025

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

Call Design

OCTOBER 16, 2024

In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour. This means creating a straightforward narrative around how your forecasted data compares to actual results.

Average Handle Time 78

Average Handle Time Feedback 78

CCNG

MARCH 26, 2025

Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. But CX isnt just about anecdotes; its about data that drives results. Communicate real-time success storiesideally, data-backed winsthat show how CX is impacting broader business goals. Collaborate with IT.

Metrics 195

Metrics Finance Upselling Engineering 195

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices 108

Best practices Feedback Metrics APIs 108

PeopleMetrics

MARCH 6, 2025

While you might see more completed surveys, the responses may not provide enough detailed data to clearly show your stakeholders how they're performing across specific areas. Stakeholders wont be satisfied and will challenge your findings, demanding more detailed data. But there's no free lunchand heres the catch.

Surveys 117

Surveys B2C B2B Banking 117

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. Provide them with checklists, guides, and best practices.

B2C 346

B2C Customer centricity Feedback Upselling 346

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 113

Chatbots Engineering Enterprise Government 113

PeopleMetrics

JANUARY 20, 2025

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback.

Analytics 118

Analytics Airlines Feedback Surveys 118

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. If your response rate drops, your data quality suffers.

Surveys 100

Surveys Feedback Chatbots Enterprise 100

ShepHyken

FEBRUARY 6, 2023

” “Feedback is one of the few things in life that is free. Take that feedback and do something with it.” ” “Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. Why is customer feedback important? We’re all about doing both.”

Feedback 305

Feedback Banking Sales Customer Service 305

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. It can when its used the right way.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys CRM Best practices 52

ShepHyken

OCTOBER 8, 2021

You start looking at revenue and number of subscribers and forget that every single one of those data points is influenced by the people buying from your brand. . Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . But they’re people. .

Best practices 348

Best practices Customer Service Morale Feedback 348

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Turn positive and negative conversational data into actionable strategies that support your employees.

Customer centricity 320

Customer centricity Healthcare Employee engagement Surveys 320

Beyond Philosophy

JULY 16, 2020

So, if the experience starts with the positive data on the website, aka the Primacy Effect, then even if you are disappointed upon arrival with the experience’s reality, you can change your mind by the end of it if the experience improves, aka the Recency Effect. Primacy is the first information you encounter, which you remember well.

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

OCTOBER 20, 2024

It uses AI to process a vast array of your engagement data, including the songs, podcasts, and audiobooks you’ve listened to, when you listened to them, and what led you to them. Personalization Done Right by Mark Abraham and David C. Edelman (Harvard Business Review) The Spotify app knows what you want to hear.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98

B2C B2B Airlines Surveys 98

ShepHyken

MAY 10, 2021

As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. No doubt this article has ideas about creating a better CX, but the real focus here is understanding and interpreting data – and the data you need to understand is about how the customer “feels.”.

Customer Service 398

Customer Service Customer Support Surveys Self service 398

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Talk to Your Employees. Conclusion.

Customer Service 371

Customer Service Chatbots Education Feedback 371

PeopleMetrics

JANUARY 23, 2025

With AI, were no longer guessing or spending weeks analyzing data manually. By analyzing historical data and outcomes, AI can recommend specific actions that have previously improved metrics in similar situations. Example: An e-commerce company analyzes CSAT feedback using AI.

Metrics 118

Metrics Surveys SaaS Wait times 118

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Predict customer needs using data-driven insights. Maintain Quality Standards Regularly evaluate agent performance and customer feedback. Use secure systems and protocols to prevent data breaches.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

AUGUST 20, 2021

Or, if you have the data on hand, send your customers flowers to wish them a happy birthday! Whether they give good or bad feedback, listen to your customers and let them know you listen. Showing that you care about their feedback will be key for securing their repeat business.? . Build a Referral Program.

Enterprise 420

Enterprise B2B Feedback Marketing 420