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. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

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

VirtualPBX

OCTOBER 17, 2024

Automated phone surveys are a common tool businesses use to collect feedback from customers. Keep it short and uncomplicated The idea is to quickly and simply collect feedback without annoying or taxing your customers. Review the feedback regularly and look for areas you can take action. What Are Automated Phone Surveys?

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. One of the Big Retail CX Trends of 2024? The outcome was a customer’s newfound emotional connection that led to loyalty.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

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

ShepHyken

DECEMBER 17, 2024

Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers input and making them feel heard by letting them know what actions are taken. When feedback is less than stellar, proactively reach out to understand how to improve.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

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: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey. In 2017, these two disciplines were starting to converge.

Marketing 116

Marketing Airlines Surveys Feedback 116

CSM Magazine

NOVEMBER 14, 2024

Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits. Naturally, there is a balance to be struck between acting on every piece of feedback and simply ignoring every negative thing said about a service or product.

Feedback 52

Feedback Marketing Management 52

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

CCNG

DECEMBER 11, 2024

For example, given one phrasing of a question, the model can claim to not know the answer, but given a slight rephrase, can answer correctly.” Moreover, it does not offer handy out-of-the-box integrations to your CCaaS or CRM systems for example. Its not as automated as people assume.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

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

AWS Machine Learning

OCTOBER 29, 2024

Observability empowers you to proactively monitor and analyze your generative AI applications, and evaluation helps you collect feedback, refine models, and enhance output quality. Feel free to explore, modify, and adapt the code examples to suit your specific requirements.

Best practices 116

Best practices Feedback Metrics APIs 116

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. Customers notice when a survey is slapped together with a generic, low-budget tool. The result?

Surveys 100

Surveys Feedback Chatbots Enterprise 100

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

CCNG

MARCH 26, 2025

For example: Revenue Growth : Can your CX team identify touchpoints where customer experience improvements are likely to increase conversion rates, upsells, or referrals? Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. Partner with Product and Marketing.

Metrics 195

Metrics Finance Upselling Engineering 195

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

TeleDirect

JANUARY 15, 2025

Example: A customer calling about a delayed shipment appreciates an agent who not only resolves the issue but also acknowledges the inconvenience caused. Example: A tech support agent who reassures a frustrated customer and walks them through troubleshooting steps creates a positive experience. Empathy in Action: Real-World Examples 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

JANUARY 12, 2025

Hubermans example is perfect: Its the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather. Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? You anticipate what customers want and need.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. Heres how a few ideas how: 1.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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 371

Customer Service Chatbots Education Feedback 371

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center. Example: An e-commerce company analyzes CSAT feedback using AI. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys.

Metrics 118

Metrics Surveys SaaS Wait times 118

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 420

Enterprise B2B Feedback Marketing 420

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Suddenly, businesses could gather feedback continuously, reach every customer (not just a sample of them), and act on customer feedback in real-time. The ones that interrupted dinner and cost a fortune?

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

C3Centricity

NOVEMBER 26, 2024

A leading example of this approach is Monzo , a digital-first bank based in the UK. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.

Banking 116

Banking Feedback Customer retention Marketing 116

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

OCTOBER 20, 2024

Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell (CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

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.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

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 408

Feedback Surveys Management Employee engagement 408

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Lead by example, demonstrating a commitment to delivering exceptional customer experiences. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

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

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 339

Feedback Customer Service 339

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 360

Customer Experience Transportation Feedback Metrics 360

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

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 394

Metrics Feedback Sales Customer Service 394

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. By gathering feedback from customers and employees, companies can identify areas for improvement and make necessary adjustments.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109