ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 275

Surveys Customer Service B2B SaaS 275

ShepHyken

JANUARY 11, 2019

For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. For example, Apple hhascarefully designed even something as rare as the process of unboxing a new Mac computer. 3 Amazing Examples of Closing the Customer Feedback Loop. What is the customer feedback loop?

Feedback 247

Feedback Surveys Technical Support Personalization 247

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 191

Customer Service Customer centricity Entertainment Airlines 191

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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

AUGUST 13, 2022

How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. For each dimension, there are personality traits that are associated with the area.

Personalization 221

Personalization Consulting Consulting Surveys 221

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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

AUGUST 6, 2022

For example, many labor pool shortages in the UK are affected by population migration resulting from Brexit, which makes organizations hard-pressed to find warm bodies, let alone the right warm bodies, to fill their open positions. For example, one reader shared her perspective as a Dutch person living in Britain. The post Wow!

Airlines 243

Airlines Consulting Consulting Customer Experience 243

CSM Magazine

JANUARY 6, 2025

Zappos doesnt train their agents to stick to rigid scripts, they empower employees to engage with customers on a personal level. Heres an example: A customer once called Zappos looking to return shoes for her mother, who had recently passed away. One notable example is Apples in-store Genius Bar. But they didnt stop there.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

ROI CX Solutions

JANUARY 9, 2025

These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Let automation handle routine inquiries while your team tackles complex issues that need a personal touch. AI chatbot AI chatbots are one of the best customer service automation examples.

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

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

PeopleMetrics

JANUARY 29, 2025

Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. Surveys are short, continuous, and usually operationally focused. Example: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey.

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. For example, before the pandemic, delivery was a nice option that some businesses offered. Personalization at a digital level is getting more personal. Customers are becoming impatient.

Chatbots 430

Chatbots Surveys Self service Personalization 430

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 165

Personalization Advertising Surveys Customer Service 165

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Example: A retail chain sees declining CSAT scores for its online checkout process.

Metrics 118

Metrics Surveys SaaS Wait times 118

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

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. AI identifies that a longtime clients sentiment has been gradually declining over the past three quarterseven though no individual survey showed extreme dissatisfaction.

B2C 98

B2C B2B Airlines Surveys 98

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . Survey takers are typically asked to choose from multiple options scaled between two extremes such as Unsatisfied to Satisfied. Graphic Scale.

Surveys 142

Surveys Best practices Feedback Customer Service 142

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

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. There is no incentive to be honest on the survey. How then should you get information about what people really want?

Surveys 343

Surveys Big data Engineering Advertising 343

PeopleMetrics

JANUARY 30, 2025

The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? 2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. VoC software changed all that.

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

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

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. It requires more than surveys or changing how you answer the phone. However, fixing problems is an example of small stuff. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. He shares his expertise and examples of how organizations can use both sound and smell to deliver the experience that evokes the proper emotions that can lead to customer-driven growth. For example, many casinos allow smoking at their tables.

Transportation 369

Transportation Consulting Consulting Call Center 369

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. Example: A software company uses AI to monitor customer behavior.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Beyond Philosophy

JUNE 9, 2015

But I am skeptical—not that I would know personally. For example, earlier this month on a flight from Spain to London, the airplane took off without any toilet paper ! Here are some other examples: They still have fees, for everything. They still approach their airline with an internal focus. Now it’s only $69, down from $107.

Airlines 344

Airlines B2C Surveys B2B 344

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

Beyond Philosophy

OCTOBER 4, 2018

For example. I am a morning person. For example, people on diets rarely go for the ice cream first thing in the morning. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. It is later in the day.

Government 353

Government CRM Personalization Customer Experience 353

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. For example, at the conclusion of the Asia-Pacific Economic Co-operation (APEC) summit in mid-November, the importance of handshakes took center stage. Handshakes can also symbolize important information.

Consulting 338

Consulting Consulting Surveys Customer Experience 338

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

Beyond Philosophy

SEPTEMBER 28, 2016

That your personal contact information is safe and secure? It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Many of you reading this probably had a Yahoo account, even if you don’t think you do. How are you feeling now?

Accountability 419

Accountability Big data Sales Consulting 419

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

Surveys 99

Surveys Best practices Feedback Personalization 99