ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. 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. My Comment: Our annual CX research finds that customers want a personalized experience.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

CCNG

JUNE 5, 2024

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. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

Surveys 195

Surveys Construction CCNG Feedback 195

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.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. 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. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 448

Transportation Surveys Consulting Consulting 448

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implications: Product Development: Develop AI models that analyze customer data (purchase history, browsing behavior, demographics, sentiment) to predict individual needs and preferences.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

Beyond Philosophy

JULY 16, 2022

However, to get the insight they need to make sweeping changes, they need robust data collection. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Complete this short survey.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

ShepHyken

JANUARY 18, 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. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

Personalization 170

Personalization Advertising Surveys Customer Service 170

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. 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. We employ the phone for personal contact with friends and family.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. Personalization at a digital level is getting more personal. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient.

Chatbots 431

Chatbots Surveys Self service Personalization 431

TechSee

OCTOBER 21, 2020

Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance. Just under half (45%) of U.S.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. Seth Stephens-Davidowitz is an economist, data scientist and an author. The Social-Desirability Bias.

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

FEBRUARY 16, 2022

The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. As you might recall, Customer Science is the blending of customer data with artificial intelligence and the theories of the behavioral sciences. Complete this short survey.

Self service 221

Self service Consulting Consulting Customer Experience 221

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!

Best practices 147

Best practices Surveys Metrics Construction 147

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.

APIs 107

APIs Sales Surveys Analytics 107

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. How Customer Profiling Works: 3 Effective Methods by Shopify (Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.

Customer Service 182

Customer Service Contact Center Customer Experience Call Center 182

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Genuine empathy, personalized apologies, and thoughtful responses cannot yet be effectively automated by AI. Proactively use transactional VoC surveys to solve customer problems before they become negative reviews.

Surveys 62

Surveys B2C Best practices Feedback 62

Beyond Philosophy

DECEMBER 25, 2021

In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. 19:03 Ryan shares that his personal learning in 2021 was about work/life balance and that he thinks little improvements in areas of his life lead to more improvements down the road.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. He surveyed 208 leaders in the service and CX space, asking them to share their predictions. He received 396!

Customer Service 193

Customer Service Best practices Customer Experience Analytics 193

Fonolo

SEPTEMBER 13, 2022

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. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

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

Beyond Philosophy

MARCH 7, 2019

I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

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.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. An experience leads to the development of perception in a person.

Customer Experience 407

Customer Experience Customer advocacy Technical Support Finance 407

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

JUNE 18, 2019

Survey questions need to be redesigned to allow the customer to voice the issues that matter to them rather than giving data the company wants. Additionally, surveys need to be conducted in a way that eliminates bias entirely, or the data will be skewed. This phenomenon is known as “survey fatigue.”

Feedback 285

Feedback Surveys Marketing Metrics 285

ChurnZero

APRIL 25, 2025

Customer teams have more data at their fingertips than ever before. What do our CS leaders and teams do with mountains of historical, behavioral, and customer journey data? Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Finance 52

Finance Metrics Engineering Construction 52

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Speak to your customers in a conversational and personal tone. Use customer surveys to improve customer insight and offerings. . Personalized customer service is about treating people as individuals.

Customer Experience 270

Customer Experience Advertising Employee engagement Customer centricity 270

Beyond Philosophy

APRIL 8, 2019

Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. They also think survey responses are authentic. We worked with a Texas hospital system years ago where surveys reported patients said they wanted more time with the doctor.

Surveys 315

Surveys Self service Consulting Consulting 315

ShepHyken

MAY 17, 2019

Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated. Statista reports that emails personally addressed to customers had an 18.8% Offer Personalized Services. Personalization is offered on the premise of available data. open rate in comparison to the 13.1%

CRM 298

CRM Personalization Engineering Enterprise 298

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. Mathematics and Data Science (7 mentions) I would have studied more math - there is a lot more math in this job than you'd think! Behavioral Economics (5 mentions) Focusing on behavior, data, and psychology. Yael McCue.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

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. In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. . In-depth client understanding.

SaaS 404

SaaS Sales Customer Experience Upselling 404

ShepHyken

SEPTEMBER 7, 2023

Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health.

B2C 360

B2C Customer centricity Feedback Upselling 360

Beyond Philosophy

JANUARY 12, 2022

An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers. Retailers should know their customers’ intent, both online and in-person.

CRM 348

CRM Technology Contact Center Personalization 348