Beyond Philosophy

JULY 16, 2020

For example, driving to Disney World in Orlando takes longer to get there than to get back. For example, the Return Trip Effect is memory-based. For example, right after you come back from vacation or watch the movie, your memory is still shifting. Chen and her colleagues decided to show this effect and determine what causes it.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. The long and short of it is nothing changed in the customer feedback from year to year. For example, consider the law of gravity. Then you can look at it in real-time.”

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. For example, if you’re using a popular website platform like WordPress, install a WordPress chatbot. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Talk to Your Employees.

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

AUGUST 20, 2021

That is just one example and it can be applied to multiple areas in your business. This is not about tricking your customers; what you do is set the expectation to that of the worst-case scenario (in this example, it is a shipping delay due to a blizzard). However, you do better than the expectation you set 99% of the time.?

Enterprise 423

Enterprise B2B Feedback Marketing 423

Beyond Philosophy

AUGUST 21, 2020

For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It’s just another example of how small things can affect customers and their feedback.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JULY 23, 2021

Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand. Improves Critical Thinking with Simulations .

Feedback 413

Feedback Surveys Management Employee engagement 413

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . For example, you could say, “Great job, Bob! Plenty of great comments.

Feedback 348

Feedback Customer Service 348

Beyond Philosophy

AUGUST 20, 2020

For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. When using it, people have increased challenges in generating content.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

MAY 31, 2019

For example, the way you respond to a customer who is experiencing an issue with your product or service would be summed up as their customer experience. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

AUGUST 9, 2019

For example, Amazon in India gives Amazon Prime Memberships for less than USD 20 and in return, they give a lot more. For example, I once had my dinner at a restaurant and got a complimentary dessert – I really liked that! For Example, I remember my stay at one of the boutique hotels. Stay Connected with Your Customers.

Feedback 307

Feedback Sales Accountability Personalization 307

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ShepHyken

MARCH 24, 2021

As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). Feedback and ratings will help drive that effort. Again, just average. But, back to the point. Call it customer satisfaction, customer happiness, or anything you want. Both give you an idea of how happy the customer is.

Metrics 402

Metrics Feedback Sales Customer Service 402

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

Beyond Philosophy

AUGUST 13, 2020

For example, when you drive home at night from work and walk in your front door, you might not remember pulling off the freeway. For example, the American Express Centurion Card experience has some friction. Use feedback from disgruntled or struggling customers to reduce Customer Effort. It points out the problem for you.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

FEBRUARY 8, 2022

For example, in healthcare, practitioners need to master “Zoom-side manner” aside from the traditional bedside manner. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Healthcare 241

Healthcare Surveys Feedback Customer Experience 241

ShepHyken

OCTOBER 19, 2022

As you “shout” your brand promise, the feedback you get in return is the echo. For example, one of Yugo’s TV commercials claimed the car “… will defeat competitors. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Those comments and awards are what I refer to as The Echo.

Automotive 320

Automotive Advertising Engineering Feedback 320

Beyond Philosophy

NOVEMBER 11, 2021

For example, when I hear, “We’re experiencing an unexpectedly high volume of calls at the moment, but your call is very important to us,” I feel frustrated. ” What you are reading thus far is an example of a complaint. I have a recent example that shows you what I mean. Empower your people.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

AUGUST 31, 2023

So, for example, salespeople can access hyper-accurate inventory and pricing information to keep customers up-to-date. Improved customer feedback and insights Your customer satisfaction (CSAT) and net promoter scores (NPS) provide invaluable insight into how satisfied customers are with their experience.

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

ShepHyken

APRIL 30, 2021

One such example is Dr. A.I.?, Another interesting example is the live chat format used by Lightroom – an Adobe product used for managing photographs. In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. .

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

JULY 26, 2019

A few days back I happened to stumble upon an interesting example that is best suited here. 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.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Beyond Philosophy

MAY 11, 2023

So, for example, the HubSpot definition sounds a bit like the old idea of integrated marketing communications. For example, if someone reads or watches your content, then takes the next step and shares your content or recommends your program or book to their family, friends, and colleagues, they associate themselves with your experience.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

ROI CX Solutions

JANUARY 9, 2025

These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Smart implementation: Start with automating simple, repetitive tasks and gradually expand to more complex processes based on your customer feedback and team performance.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options. For example, I stayed at a hotel that offered a shuttle service from the airport.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 108

Feedback Engineering Enterprise Technical Support 108

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. The reward these customers give isn’t in the form of accolades, although feedback is a gift.

Feedback 330

Feedback Customer Service Customer Experience 330

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Journey mapping 345

Journey mapping Metrics Telecommunications Sales 345

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. For example, the incentive for the loyalty program could be a good discount. It doesn’t feel exclusive.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

SEPTEMBER 20, 2018

For example, I will never be world-class, deep sea fisherman legend. Okay, so that’s not really a good example because I didn’t really want to be a champion fisherman. If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction. Hard truths have earned their name. I do it for fun.

Construction 341

Construction Consulting Consulting Customer Experience 341

ShepHyken

FEBRUARY 2, 2022

We received some great feedback, and it got me thinking of other ways to surprise our customers. It’s best illustrated with an example. . I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. That’s what this follow-up is about.

Feedback 331

Feedback Customer Service Personalization Customer Experience 331

ShepHyken

JULY 15, 2022

Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. You’ve prepared a 10-page booklet specific to them and their opportunities and a new, never-before-seen training video you wanted them to see before anyone else for feedback. .

Coaching 349

Coaching Customer centricity Accountability Feedback 349

Beyond Philosophy

JUNE 4, 2020

Sutherland explains that there are butterfly effects in any system which is non-linear and where there are feedback loops. For example, a tiny change in wording can lead to a significant difference in behavior. A classic example would be the train service. Another example, Sutherland says, is Heathrow Pod Parking at terminal 5.

Consulting 390

Consulting Consulting Advertising Analytics 390

ShepHyken

DECEMBER 18, 2023

This is why feedback is important. Plus, Shep and David share examples of Moments of Magic® and “Moments that Matter.” ” “Listening to feedback is magic. Then, we make positive changes out of that feedback. ” Tune in! Quotes: “Every interaction with the customer matters.

Customer centricity 246

Customer centricity Feedback Customer Experience Customer Service 246

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. However, fixing problems is an example of small stuff. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JULY 13, 2023

For example, a large telecom company designed an AI system to identify customer churn. For example, if you were working in machine learning, you must tell the AI that a tomato is red, round, and has a green stem. Changing the strategy could create a significant competitive advantage.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359