ShepHyken

AUGUST 25, 2020

They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback. Collecting feedback more rapidly can help position companies to meet new consumer expectations.

Feedback 316

Feedback Enterprise Customer Experience Technology 316

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. How do you collect VoC data? The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

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 356

B2C Customer centricity Feedback Upselling 356

Callminer

SEPTEMBER 13, 2022

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

Feedback 182

Feedback 182

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

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 339

Journey mapping Upselling CRM Feedback 339

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 309

Feedback Banking Sales Customer Service 309

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 359

Best practices Customer Service Morale Feedback 359

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 327

Customer centricity Healthcare Employee engagement Surveys 327

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Many companies either ignore or miss out on the most important aspect of feedback: the voice of the customer. So, listen.

Feedback 283

Feedback Surveys Marketing Metrics 283

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

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 118

Engineering Feedback Construction Analytics 118

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 406

Customer Service Customer Support Surveys Self service 406

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 382

Customer Service Chatbots Education Feedback 382

ShepHyken

JULY 26, 2019

Marketplace data. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback. So for this, you need to take certain pointers into account such as: Competitive insight.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

ShepHyken

DECEMBER 25, 2023

Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Use data to understand customers’ digital behavior.

Multichannel 246

Multichannel Analytics Feedback Metrics 246

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 423

Enterprise B2B Feedback Marketing 423

ShepHyken

MARCH 24, 2021

Today’s lesson is about the exciting topic of measurement and data. Feedback and ratings will help drive that effort. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Okay, maybe not that exciting, but how about very important?

Metrics 402

Metrics Feedback Sales Customer Service 402

ShepHyken

JANUARY 7, 2025

Why is it important to get feedback in real time? Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly. When many people provide feedback, it can be analyzed to show trends and areas for improvement.

Government 216

Government Chief Customer Officer Customer Experience Feedback 216

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Manually analyzing and categorizing large volumes of unstructured data, such as reviews, comments, and emails, is a time-consuming process prone to inconsistencies and subjectivity. Particularly beneficial if you don’t have much labeled data.

Feedback 108

Feedback Engineering Enterprise Technical Support 108

Beyond Philosophy

JULY 13, 2023

However, the trade-off is that it does it without making the connections about why in the data. You might also recall the three pillars of Customer Science: data, AI, and the behavioral sciences. Someone writes the code used, and then the AI collects the data using the code. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. Professor Melumad says that the research team analyzed data like scrape reviews from TripAdvisor. It’s just another example of how small things can affect customers and their feedback.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. If a prospect searches online or reaches out to their network to find out how you treat your customers after a sale then you want the feedback to be glowing.

SaaS 402

SaaS Sales Customer Experience Upselling 402

ShepHyken

FEBRUARY 8, 2022

Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. Use feedback and data to understand the breaking point where a customer becomes upset when the issue is not properly addressed. Shep Hyken is a customer service and experience expert,?

Healthcare 241

Healthcare Surveys Feedback Customer Experience 241

ShepHyken

OCTOBER 4, 2019

Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. Principle #1 Capture powerful customer data. It is critical to learning about them on an individual level, so is capturing their data.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

NOVEMBER 3, 2020

They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. It’s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness.

Customer centricity 361

Customer centricity Surveys Technology Feedback 361

Totango

AUGUST 13, 2024

To pull this triple-win maneuver off, you need actionable customer data and a robust customer success platform (CSP). Voice of the customer : Supporting or implementing a program to gather and act on customer feedback. What data is available for each segment? Is there likeness between industries?

Customer centricity 109

Customer centricity Sales Enterprise Metrics 109

ShepHyken

AUGUST 6, 2019

This will help you understand them and get more qualitative data that will help you learn, grow, and succeed. What should I do with customer feedback? Talk to your customers and listen to what they say. Have a real conversation with them instead of merely relying on surveys. How can I make my company stand out?

Customer centricity 302

Customer centricity Coaching Consulting Consulting 302

ShepHyken

APRIL 2, 2021

The data also has implications for future CX tech stack investments. Even with the perfect strategies in place, there will be customers who feel dissatisfied enough to leave negative feedback about your business or your agents. It’s how you handle that feedback that makes a difference.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303