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. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

FEBRUARY 18, 2025

While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey. Pay attention to what customers are not telling you.

Customer Service 219

Customer Service Construction Metrics Feedback 219

ShepHyken

APRIL 1, 2025

One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. Ive shared some of these findings from surveys from the previous year. Recently, I wrote an article about the customer service farce. When we hear it, we hope its true.

Customer Support 191

Customer Support Contact Center Surveys Customer Service 191

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

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. How can we help?

Airlines 243

Airlines Consulting Consulting Customer Experience 243

ROI CX Solutions

JANUARY 9, 2025

These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Examples of customer service automation Let’s dive into some practical ways to automate your customer service operations. AI chatbot AI chatbots are one of the best customer service automation examples.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

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

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

CSM Magazine

JANUARY 6, 2025

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. Apple consistently ranks high in customer satisfaction surveys. Their customer support philosophy revolves around creating genuine, human connections.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. For example, 89% OF LUXURY BUYERS THINK SERVICE QUALITY MATTERS AS MUCH AS THE PRODUCT. New Survey Reveals Price Hikes Wont Break Customer Loyalty. But Theres a Catch.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . Here’s an example. I recently released my 2021 Achieving Customer Amazement research. Consider this: .

Personalization 434

Personalization Airlines Customer Experience Surveys 434

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

Beyond Philosophy

JANUARY 19, 2022

07:41 Colin gives a layman’s example of what a metaverse is using a science fiction example and Dobrev explains how AR, VR, and the metaverse will leverage immersive technology to real-world applications and change customer interactions. Complete this short survey. Please tell us how we are doing! Click here to learn more.

Entertainment 195

Entertainment Consulting Consulting Technology 195

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. It also means that you don’t get a representative sample of surveys. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs.

Transportation 448

Transportation Surveys Consulting Consulting 448

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

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. It also means that you don’t get a representative sample of surveys. It’s just another example of how small things can affect customers and their feedback. .

Transportation 870

Transportation Surveys Consulting Consulting 870

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Examples of closed-ended questions are: The Net Promoter question Rating questions Binary (Yes/No) questions These types of questions are useful when all possible responses can be captured in a short, simple list.

Surveys 62

Surveys Metrics Analytics Customer effort 62

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

Beyond Philosophy

SEPTEMBER 10, 2019

Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. The areas the survey covers include the following five: How professional is the website or how knowledgeable are the people with whom you interact at the organization? Two years, it seems, is indicative of a trend.

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

ShepHyken

JUNE 3, 2019

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each. My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue.

Customer Service 302

Customer Service Surveys Customer Experience Feedback 302

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

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. They tolerate fewer customer service failures and demand better because they know it’s possible. We found a whopping 96.2%

Chatbots 430

Chatbots Surveys Self service Personalization 430

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

ShepHyken

JULY 2, 2019

For example, let’s say a customer is enjoying everything about a restaurant, but when they go to the bathroom, it is horrifically dirty and smelly. Surveys can be helpful, but quite often they are problematic because they’re a selfish venture and don’t truly make the experience better for the customer. How important are metrics to CX?

Surveys 286

Surveys Metrics Customer Service Customer Experience 286

Beyond Philosophy

FEBRUARY 6, 2021

We asked our guests why those firms hired behavioral scientists, what they wished everyone understood about the behavioral sciences, and if they had examples of how they were able to solve a problem using their behavioral sciences background. Complete this short survey. Please tell us how we are doing!

Finance 482

Finance Consulting Consulting Customer Experience 482

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

Beyond Philosophy

JANUARY 29, 2021

Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. For example, consider the law of gravity. For example, you apply boundaries during Customer Segmentation.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

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 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

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. For example, many of you know that I fly a lot back and forth across the pond and I always fly with Delta. I also always get a survey after the flight, which is far too many of them. I understand what Peppers is saying.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. For example, I’m always impressed with Zappos.com. That’s a 57% gap!

Chief Customer Officer 314

Chief Customer Officer Surveys Customer Service Customer Experience 314

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. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). Talk to Your Employees.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. For example, rewarding a customer with a free sandwich after they buy nine sandwiches is the same as a 10% discount.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

MARCH 2, 2022

For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. Our customer service research found that 81% of them (over 1,000) customers we surveyed expect companies to reach out to them as soon as possible if there is a problem with their order or service. . It’s going to happen.

Surveys 376

Surveys Customer Service Customer Experience 376