ShepHyken

AUGUST 20, 2021

There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter. That is just one example and it can be applied to multiple areas in your business. Whether they give good or bad feedback, listen to your customers and let them know you listen.

Enterprise 421

Enterprise B2B Feedback Marketing 421

ShepHyken

AUGUST 31, 2023

So, for example, salespeople can access hyper-accurate inventory and pricing information to keep customers up-to-date. Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences. Even handling negative feedback offers valuable opportunities for growth.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

ShepHyken

FEBRUARY 12, 2025

The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. This creates efficiency without sacrificing the personal touch customers value. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions.

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

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

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. One such example is Dr. A.I.?, For instance, Betterment, an online investment advisor, uses proactive chat invitations to provide personalized financial services to new clients, helping them invest with confidence. .

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

ShepHyken

DECEMBER 3, 2021

This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. 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. But we believe it can, and should, be done.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

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. Let me share a few tips from my personal experiences of how you can achieve this with absolute ease. For example, I once had my dinner at a restaurant and got a complimentary dessert – I really liked that!

Feedback 305

Feedback Sales Accountability Personalization 305

ShepHyken

MAY 14, 2021

Offer a personalized experience. Personalization as a brand ethos worked wonders pre-COVID and will continue to drive a positive customer experience post-COVID. As per data, “ 80% of customers are more likely to make a purchase when brands provide a personalized experience.”

Journey mapping 240

Journey mapping Customer Experience Self service Personalization 240

Beyond Philosophy

SEPTEMBER 20, 2018

If you don’t have a long-time mate that you have had this exchange with personally, then you at least know how to answer this query from TV and movies. 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.

Construction 341

Construction Consulting Consulting Customer Experience 341

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant.

Personalization 119

Personalization APIs Enterprise Entertainment 119

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors. We include some examples of personalized messages later in this post.

Personalization 140

Personalization Engineering Construction Transportation 140

Beyond Philosophy

APRIL 19, 2017

Instead, the Kibo report revealed that price officially shares power with personalization and fulfillment. a few revelations worth mentioning include: 85% are influenced by home page promotions online, and 92% were influenced by personalized shopping carts. According to the Kibo study of 3,000 respondents in the U.S. More so every day.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ShepHyken

FEBRUARY 18, 2025

How can companies get better customer feedback? Start with the mindset of serving the other person by understanding what it is like to be in their shoes. Your employees are just as valuable sources of feedback as your customers. What should companies look for when hiring customer service employees?

Customer Service 156

Customer Service Construction Metrics Feedback 156

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. 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.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

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. . Start by asking the question, “When have you ever been surprised with something extra from a person or place you did business with?” That’s what this follow-up is about.

Feedback 325

Feedback Customer Service Personalization Customer Experience 325

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. Thats the beginning of personalization. Heres how to do it.

Customer Service 185

Customer Service Customer retention Personalization Sales 185

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. For example: “I apologize for this error.” For example, in technical support, studies show the thing customers need even more than fixing their issue is to feel relief about whatever problem that issue was causing. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Personalization 103

Personalization Sales Scripts Contact Center 103

ShepHyken

MAY 21, 2019

Repeated connections create a positive feedback loop where you are able to add personalization and eliminate friction. Parents are the ultimate example of a good company. Quotes: “If you think about the relationship that you form with the customer, it’s all about personalization and customization.” – Christian Terwiesch.

Analytics 283

Analytics Feedback Technology Personalization 283

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

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 26, 2018

The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school. These expectations are also an example of a Reference Point. A Reference Point is your standard for evaluation. Keep doing it.

Real estate 330

Real estate Morale Customer Experience Consulting 330

delighted

APRIL 1, 2024

Even negative feedback can alert you to what needs to change in order to make your events more successful. A post-event survey is a questionnaire intended to collect valuable feedback from attendees following an event. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

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

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. Imagine that the person feeding all the information into the AI is a Flat Earther.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

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 176

Customer Service Surveys Feedback Chatbots 176

Beyond Philosophy

NOVEMBER 6, 2017

It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. As an example, I recently had to cancel an appointment because of illness.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly.

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

ShepHyken

JANUARY 18, 2022

They discuss the four CX pillars: team, tools, process, and feedback. It’s not always in person anymore. Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Team: Constantly train, evolve and optimize your CX team. How are they trained?

Journey mapping 201

Journey mapping Average Handle Time Feedback Consulting 201

Steve DiGioia

MARCH 9, 2020

Example : A restaurant determines that a specific dish should take 9 minutes from the time-of-order to the plate being served tableside. Ok, we all know that’s a load of BS because they certainly care more about selling your personal information than using it to “improve and enhance the user experience”. service improvement plan.

Advertising 310

Advertising Sales Feedback Consulting 310

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

Callminer

APRIL 30, 2020

For example, offering a refund might be necessary, but it shouldn’t be the only customer conflict resolution step you take.” “Realize that just like you, other factors may come to play and affect the person’s interaction with you. We often deduce information we receive based on how we view the person communicating.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

JANUARY 13, 2023

Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback. There are plenty of tools you can use to automatically send out a survey via email, even allowing you to choose your own questions and receive feedback as soon as the customer completes it. Thank your customers.

Feedback 193

Feedback Surveys Metrics Personalization 193

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. Customer behavior is complicated, particularly regarding providing positive feedback. For example, if you ask, “What do you think of our company?”

Construction 221

Construction Feedback Surveys Sales 221