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

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. What is customer service automation?

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

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. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

TeleDirect

JANUARY 15, 2025

Empathy is the ability to understand and share the feelings of another person. Personalization: Adapting communication to suit the individuals preferences and circumstances. Example: A customer calling about a delayed shipment appreciates an agent who not only resolves the issue but also acknowledges the inconvenience caused.

Call Center 126

Call Center Customer Service Healthcare CRM 126

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Personalize the greeting if customer details are available.

Scripts 62

Scripts Best practices Personalization First call resolution 62

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. Survey B: A generic survey emailno branding, no personalization, just a standard "Click here to take the survey" link. The result? Survey A had double the response rate of Survey B.

Surveys 100

Surveys Feedback Chatbots Personalization 100

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

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

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. 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. To me, this makes sense at an intuitive level.

Transportation 448

Transportation Surveys Consulting Consulting 448

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

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. 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.

Transportation 870

Transportation Surveys Consulting Consulting 870

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

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

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. Also, people remember unique experiences, as well as those that are personally relevant, meaning those with brands with which we identify (in my case, Apple).

Feedback 486

Feedback Consulting Consulting Government 486

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

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

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

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. Give your brand a strong personality.

Customer Experience 304

Customer Experience Feedback Construction Personalization 304

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 420

Enterprise B2B Feedback Marketing 420

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 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 330

Journey mapping Upselling CRM Feedback 330

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 371

Customer Service Chatbots Analytics Upselling 371

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. resulting in better, faster, more personalized experiences. Investments in EX, including AI Coaching, real-time feedback, etc., The contact center industry is constantly evolving.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers.

Personalization 52

Personalization Advertising Customer retention Feedback 52

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 360

Customer Experience Transportation Feedback Metrics 360

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 304

Feedback Sales Accountability Personalization 304

AWS Machine Learning

FEBRUARY 21, 2025

The example workflow consists of the following steps: The customer starts speaking in their own language, and speaks for 10 seconds. Audio streaming add-ons In a face-to-face conversation scenario between two people that dont speak the same language, they might have another person as a translator or interpreter.

Engineering 92

Engineering Technical Support Contact Center Feedback 92

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

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

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. For example, imagine a customer responds that theyre dissatisfied with the checkout process.

Surveys 104

Surveys Calibration Feedback Engineering 104

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 236

Journey mapping Customer Experience Self service Personalization 236

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 339

Coaching Customer centricity Accountability Feedback 339

TeleDirect

JANUARY 20, 2025

Solicit feedback to identify improvement areas. Leveraging Technology for Customer Loyalty Modern call centers utilize advanced tools to enhance the customer experience, such as: CRM Systems: Deliver personalized service with access to customer history. Real-World Examples 1.

Call Center 127

Call Center First call resolution CRM Best practices 127

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 118

Personalization APIs Enterprise Entertainment 118

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 136

Personalization Engineering Construction Transportation 136