ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? But can that data be trusted?

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Surveys Customer Service B2B SaaS 280

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

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Feedback Surveys Technical Support Personalization 252

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services? With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently.

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Chatbots Customer centricity Metrics Feedback 196

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

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Surveys Construction CCNG Feedback 195

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. although not all are headquartered there.

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Surveys Metrics Benchmark Consulting 62

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on.

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Surveys Feedback Customer retention Construction 52

CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

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Surveys CCNG Airlines Consulting 195

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. These surveys give businesses real-time insights into the quality of their service and customer experience. How Do Call Surveys Work?

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Surveys Interactive Voice Response Healthcare Feedback 59

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

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ShepHyken

NOVEMBER 26, 2019

Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Surveys, in general, should be kept on the short side. If you are running a business, think about how you get feedback from customers. How can I make better use of customer feedback? . Sound a little technical?

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Feedback Analytics Surveys Customer Service 71

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Customer reviews still rely heavily on real human interactions and genuine feedback from real experiences. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice.

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Surveys B2C Best practices Feedback 62

ShepHyken

FEBRUARY 26, 2019

Customer Feedback 101. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback. Keep surveys short and simple.

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Surveys Feedback Marketing Customer Experience 269

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?

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Call Center outsourcing First call resolution Best practices 62

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.”.

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Customer Service Customer Support Surveys Self service 403

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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Best practices Surveys Metrics Construction 147

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.

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Feedback Surveys Marketing Metrics 280

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. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t.

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Customer Service Customer centricity Entertainment Airlines 196

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

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Surveys Interactive Voice Response First call resolution Feedback 150

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. Typically, the customers who answer surveys are either very angry or very happy with your organization.

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Customer centricity Healthcare Employee engagement Surveys 325

ProProfs Blog

OCTOBER 25, 2021

Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Various customer feedback tools help you track your customers’ pulse consistently. Various customer feedback tools help you track your customers’ pulse consistently. Here we go!

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Feedback Surveys Enterprise Analytics 148

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It also means that you don’t get a representative sample of surveys. Professor Melumad says that the research team analyzed data like scrape reviews from TripAdvisor.

Transportation 448

Transportation Surveys Consulting Consulting 448

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio combines various AWS services, including Amazon Bedrock , Amazon SageMaker , Amazon Redshift , Amazon Glue , Amazon Athena , and Amazon Managed Workflows for Apache Airflow (MWAA) , into a comprehensive data and AI development platform. Consider a global retail site operating across multiple regions and countries.

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APIs Sales Surveys Analytics 95

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. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.

Customer centricity 357

Customer centricity Surveys Technology Feedback 357

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.

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B2C Customer centricity Feedback Upselling 353

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.

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Customer Service Chatbots Education Feedback 378

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.

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Customer centricity Feedback Surveys Metrics 158

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Even negative feedback can alert you to what needs to change in order to make your events more successful. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

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Surveys Feedback Best practices Construction 100

CSM Magazine

JANUARY 21, 2025

Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Ask AI Ask AI is available and live on the Netigate platform.On

Feedback 52

Feedback Banking Surveys Management 52

Beyond Philosophy

AUGUST 20, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It also means that you don’t get a representative sample of surveys. Professor Melumad says that the research team analyzed data like scrape reviews from TripAdvisor.

Transportation 870

Transportation Surveys Consulting Consulting 870

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

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Surveys Abandon rate Feedback Marketing 62

Beyond Philosophy

FEBRUARY 6, 2019

Insufficient data exist about how companies do at an individual level as a result of Customer Experience improvement efforts. It requires more than surveys or changing how you answer the phone. We all need to redouble our efforts to acquire meaningful data. Recommendation #4: Get feedback from sources other than surveys.

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Customer Experience Journey mapping Customer centricity Surveys 385

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.

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Feedback Surveys CRM Best practices 52

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

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Feedback Healthcare Surveys Customer retention 40

ShepHyken

FEBRUARY 8, 2022

Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. DO customer surveys still work? New York Times ?bestselling This episode of?

Healthcare 238

Healthcare Surveys Feedback Customer Experience 238

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

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Surveys Customer centricity Wait times CRM 62