Beyond Philosophy

AUGUST 13, 2020

Organizations train customers on how to do things. Use feedback from disgruntled or struggling customers to reduce Customer Effort. Customer feedback is essential to fostering customer-driven growth from your experience. The post How to Make Your Experience Easy and Gain Growth appeared first on CX Consulting.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

NOVEMBER 27, 2020

Your employees are not only the backbone of your business, but they are also a voice that can tell you how you’re doing overall. You’ve listened to your employees, and you’ve created better processes because of their feedback. The post Guest Blog: How To Improve the Customer Experience Starting Today appeared first on Shep Hyken.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

ShepHyken

JULY 23, 2021

Relying on one another builds trust and helps every team member learn how to achieve multipart goals with others. . Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . Creativity is a key quality that makes you stand out in your industry.

Feedback 408

Feedback Surveys Management Employee engagement 408

ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback. You’ll primarily need: Time for training new CX processes.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

AUGUST 20, 2021

Whether they give good or bad feedback, listen to your customers and let them know you listen. Showing that you care about their feedback will be key for securing their repeat business.? . The post Guest Post: How to Go Above & Beyond for Your Customers to Secure Their Repeat Business appeared first on Shep Hyken.

Enterprise 420

Enterprise B2B Feedback Marketing 420

ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Take a look at our brief guide on how to monitor customer experience to learn how to make changes that’ll benefit your customers, and your business.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Toister Performance Solutions

OCTOBER 10, 2024

I learned how to better respond to questions I couldn't answer, such as "I'm not sure, so let me go find out for you." Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. If you have access to LinkedIn Learning, try How to Design and Develop Training Programs.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

Callminer

JULY 16, 2024

Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness. Employee engagement is critical to success in customer service.

Feedback 182

Feedback Employee engagement Customer Service 182

Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. Use Feedback from disgruntled or struggling customers to reduce Customer Effort. The post How To Make Your Experience Easy And Gain Growth appeared first on CX Consulting. ” I nod my head and smile, but secretly I think it sounds exhausting. Click here to find out more.

Customer effort 322

Customer effort Government Self service Consulting 322

ShepHyken

JULY 15, 2022

Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. You’ve prepared a 10-page booklet specific to them and their opportunities and a new, never-before-seen training video you wanted them to see before anyone else for feedback. .

Coaching 339

Coaching Customer centricity Accountability Feedback 339

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. How to Achieve High FCR: Empower agents with access to comprehensive information and resources.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

FEBRUARY 12, 2025

Its about how to think about AI, hence the title, AI Mindshift. I refer to this as Time to Happiness how quickly you can move a customer from frustrated to satisfied. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. The faster, the better.

Customer Service 213

Customer Service Chatbots Feedback Personalization 213

Beyond Philosophy

JULY 13, 2023

It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. The post How to Prevent This Catastrophic Error So Many Are Making With AI appeared first on Beyond Philosophy. Now let me take a step back. Click here !

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Engaging with customer support employees and taking their feedback makes them active participants in the mainline decision-making processes . Read Shep’s latest Forbes article: Is Customer Loyalty Dead?

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

ShepHyken

MARCH 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Act on feedback to improve overall service delivery.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

DECEMBER 25, 2023

These adjustments can make a big difference in how customers interact with your brand online. When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.

Multichannel 236

Multichannel Analytics Feedback Metrics 236

ShepHyken

OCTOBER 27, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Engage, Delete, Ignore or Snub?

Customer Service 198

Customer Service B2B Chatbots Education 198

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys Best practices CRM 52

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

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. And at scale.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Share it across departments for feedback, then apply those insights to 15 more emails. Use neutral, open-ended questions to gather genuine feedback. How to Correct These Mistakes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

CSM Magazine

JANUARY 20, 2025

Here’s how to implement A/B testing effectively: Pick a Variable to Test : This could be a headline, call-to-action (CTA), or page layout. SEO metrics offer invaluable insights into how to make content more personal, relevant, and actionable. Collecting and Using Customer Feedback Numbers dont tell the whole story.

Metrics 64

Metrics Feedback Analytics Scripts 64

Return Customer

JANUARY 31, 2025

When you understand these patterns, businesses can make smarter decisions about how to make their service better. Feedback Loop Setting up a feedback loop is essential for any online business that wants to improve customer service. Using negative feedback effectively is crucial for making positive changes.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

ShepHyken

NOVEMBER 26, 2019

Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. If you are running a business, think about how you get feedback from customers.

Feedback 70

Feedback Analytics Surveys Customer Service 70

CSM Magazine

FEBRUARY 6, 2025

Regularly revisit and adjust your milestones to reflect customer feedback and shifting priorities. Gather feedback from both customers and your team. Refine strategies based on customer feedback. Remember to build in flexibility. Businesses evolve, and roadmaps should, too. Are customers finding faster resolution times?

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. Look for recurring comments or trends in the feedback. What is customer satisfaction?

Customer retention 52

Customer retention Surveys Feedback Education 52

Beyond Philosophy

DECEMBER 10, 2018

Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. In those days, customer surveys played an important role in getting feedback from people who had done business with you. Do you have survey fatigue?

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

OCTOBER 3, 2024

However, you should ensure that these adaptations are based upon solid customer feedback from reliable sources, whether surveys, social media, or CRM (customer relationship management) systems input. Perhaps it is helpful to think of it as listening and adapting to your customers’ key segment.

Call Center 221

Call Center Technology CRM Management 221