ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. What a great way to do research and get feedback!

Coaching 314

Coaching Feedback Customer effort Surveys 314

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. These models dynamically identify and group emerging themes without requiring predefined labels.

Analytics 118

Analytics Airlines Feedback Surveys 118

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. However, one could predict a group of customers with specific characteristics and needs might enjoy it.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

OCTOBER 20, 2024

The app is always learning, constantly running micro tests with user groups. Its library is tagged by genre, era, tempo, mood, and a long list of other characteristics. The tags allow Spotify to collate playlists based on your listening habits.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ShepHyken

APRIL 27, 2021

Businesses need to get feedback from a variety of customers. Allow a diverse group of employee’s voices to be heard. Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity. It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion.

Employee engagement 394

Employee engagement Feedback Customer Experience Sales 394

Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. We were a tight-knit group. Among other things, Dunbar studied how people and animals processed group sizes. There are limits that are challenging for us to overcome. There were about 150 people on the team.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

AUGUST 25, 2020

They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback. The best insights come from talking directly with your customers, either one-on-one or in a group setting.

Feedback 306

Feedback Enterprise Customer Experience Technology 306

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Talk to Your Employees. Conclusion.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

JUNE 17, 2019

How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive. That’s the challenge – to do something with that positive feedback. They are left out.

Customer Service 284

Customer Service Scripts Feedback Call Center 284

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

OCTOBER 12, 2017

Citi Retail Services , a division of Citi Group, also reported last month that 72% of Millennial parents planned to do their back-to-school shopping in a store rather than online. Always monitor and respond to customer feedback that you receive on the various sites. A few things including these 3: An omnichannel approach.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

Customer Experience 281

Customer Experience Consulting Consulting Customer Care 281

Beyond Philosophy

DECEMBER 26, 2017

In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. Generation Jones: 5 Reasons Why This Little-known Group of Workers May Be the Answer to a Growing Gap in the Workforce.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Capturing this business becomes a crucial point to remain competitive moving forward, whether you sell rootie-toot-toots or rummy tum tums.

Consulting 392

Consulting Consulting Sales Customer Experience 392

AWS Machine Learning

JANUARY 24, 2025

This VPC endpoint security group only allows traffic originating from the security group attached to your VPC private subnets, adding a layer of protection. Complete the following steps to create the security group: On the Amazon VPC console, choose Security groups in the navigation pane. Choose Create security group.

Best practices 113

Best practices Accountability industry standards Metrics 113

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Engagement with consumers is of course a key consideration in any customer experience improvement strategy, but far too many companies forget another important group of people: their own staff.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Beyond Philosophy

AUGUST 12, 2015

If you find a person who is a good representative of a sample of one of your C ustomer personas , you can get a pretty good idea of how your experience is being interpreted by that whole group based on the feedback you get from that individual. And changes to improve that reaction will also get the same response.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 129

Feedback APIs Engineering Surveys 129

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

ShepHyken

DECEMBER 18, 2023

This is why feedback is important. ” “Listening to feedback is magic. Then, we make positive changes out of that feedback. ” About: David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups.

Customer centricity 236

Customer centricity Feedback Customer Experience Customer Service 236

Call Center Weekly

NOVEMBER 19, 2018

Employee feedback I’ve yet to work with anyone, who enjoys denying customer requests. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Empower agents - solicit and accept feedback, and include them in the decision-making process when possible.

Government 222

Government Contact Center Feedback Consulting 222

CX Accelerator

AUGUST 19, 2019

How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day. At the telco, I produced my dashboard monthly and distributed it via email to a group of senior stakeholders who then cascaded it to their teams.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

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

ShepHyken

MARCH 31, 2021

Focus on Feedback. Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group.

Feedback 186

Feedback Surveys Sales Customer Service 186

Call Center Weekly

OCTOBER 18, 2018

My suggestion - Gather your staff and break into groups of 6-8 and document their answers to the four questions on one sheet. Analyze the answers from those groups and note the answers for trends and ideas. Focus groups, a cross section, industry-specific, etc - simply starting is key. Then do the same with customers.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

ShepHyken

JULY 23, 2019

This is direct feedback from the customer about something that isn’t working in your organization. Use that feedback and do something with it. He is also the CEO and founder of The MPI Group. Prove to your customers that they can trust you. One of the biggest gifts you can receive is a customer complaint. About : John R.

Feedback 243

Feedback Personalization Customer Experience Sales 243

ShepHyken

AUGUST 30, 2019

” It shows that Nivea segmented their sun protection products by gender, skin tone, and even age group. By segmenting your customers into different groups and understanding how these groups differ, you’ll be able to identify product opportunities and create more effective marketing campaigns.

Airlines 274

Airlines Metrics Advertising Sales 274

Toister Performance Solutions

FEBRUARY 21, 2025

This can include several groups of coworkers: People on your team Your boss People in other departments You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. ( It uses a combination of self-paced learning and group facilitation.

Coaching 83

Coaching Best practices Feedback Customer Service 83

COPC

SEPTEMBER 23, 2024

When we compared the tool’s results with actual customer feedback surveys, we found a striking and concerning discrepancy in the first instance we examined. We can only accurately picture the customer experience and make meaningful improvements by considering the full range of customer feedback.

Feedback 82

Feedback Contact Center Consulting Consulting 82

Beyond Philosophy

JUNE 9, 2015

My worry for them is like me they have built up a group of people that passionately dislike them. Hiking fees and ignoring feedback are not an excellent start for this journey. But I am skeptical—not that I would know personally. It will be a cold day in Hades before I step foot on a Ryanair plane to “experience” it myself.

Airlines 344

Airlines B2C Surveys B2B 344

AWS Machine Learning

NOVEMBER 7, 2024

Some components are categorized in groups based on the type of functionality they exhibit. The component groups are as follows. Shared services The following section describes the shared services groups. Responsible AI components This group contains key components for Responsible AI, as shown in the following diagram.

Enterprise 112

Enterprise APIs Government Accountability 112

ShepHyken

OCTOBER 23, 2018

If you just focus on the feedback you already have from customers and employees, you’ll know where you need to start. About : Jason Bradshaw is the Chief Customer Officer at Volkswagon Group Australia. Connection: The emotional connection an employee feels. A leaders job isn’t to do everything. – Jason Bradshaw.

Chief Customer Officer 249

Chief Customer Officer Telecommunications Feedback Marketing 249

Beyond Philosophy

JUNE 7, 2017

The last thing you want is a group of disgruntled employees taking over your Twitter feed and giving people the “true story”. The customer experience needs to be one of engagement, interaction and honest, real interest in their feedback, issue and needs.

Government 304

Government Advertising Surveys Marketing 304

ShepHyken

AUGUST 21, 2020

Question, challenge the complexities efficiencies and evaluate how the group achieves its objectives. Gather feedback and re-evaluate. Structure teams (as agile processes often do) in multicultural, diverse and inclusive groups. Bring implementation and how to execute it together into the discussion.

Customer Experience 484

Customer Experience Government Feedback Management 484

Beyond Philosophy

NOVEMBER 28, 2016

They can also provide useful feedback and build brand-based communities. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

MAY 20, 2022

In customer service terminology, we recognize 3 groups of your customers. To keep your customers as long as you can, make sure that you are working on these activities: Make sure that your brand is attractive enough to your target group. How to choose a feedback tool for measuring NPS?

Customer Service 191

Customer Service Best practices Surveys Feedback 191