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. Whether they give good or bad feedback, listen to your customers and let them know you listen. Who doesn’t love a warm, heartfelt surprise? Build a Referral Program.

Enterprise 423

Enterprise B2B Feedback Marketing 423

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. Here’s how: Identify Customer Segments.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

Beyond Philosophy

FEBRUARY 28, 2017

Learn about the company culture and the personalities that inhabit it. Seek feedback. Periodically ask your boss how you are doing and how you can improve. By getting feedback, you give yourself a chance to correct issues before they become big problems. The post How to Succeed at Your New Job appeared first on.

Construction 327

Construction Feedback Consulting Consulting 327

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 349

Coaching Customer centricity Accountability Feedback 349

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Those feelings of discomfort would be compounded by how we know we are making the other person feel.

Feedback 262

Feedback Personalization Consulting Consulting 262

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Beyond Philosophy

JULY 13, 2023

I mention the Flat Earth theory because, in another podcast, we talk about how our biases influence AI. Imagine that the person feeding all the information into the AI is a Flat Earther. How might that worldview influence what comes out of the machine? Social media Data support Ticket data Customer satisfaction metrics.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

APRIL 6, 2018

The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. The post Guest Blog: How to Keep a Tab on Customer Experience with Continuous Testing appeared first on Shep Hyken.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

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

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

ShepHyken

OCTOBER 8, 2021

Behind every subscription is a person.? . Whether someone uses a negative or positive tone in speaking with you, remember they’re reaching out because they’re experiencing a problem, they’re confused about how to do something, or they need another form of help. . Make Note of Feedback. Lead with Empathy.

Best practices 359

Best practices Customer Service Morale Feedback 359

Beyond Philosophy

MAY 22, 2017

On the other hand, a good social media management strategy can enhance the public’s perception of the business – again, even when they have no personal engagement experience with your brand – and improve the Customer Experience. To simply find out where you are, or how to get in touch. Getting Personal.

Consulting 360

Consulting Consulting Feedback Personalization 360

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. In order to receive the full benefits of consumer research, one must be methodical about how to approach their inquiries. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no.

Marketing 215

Marketing Customer Service Consulting Consulting 215

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. The employee experience is crucial in identifying and addressing customer pain points, as they can provide valuable insights on the issues and how to make improvements.

CCNG 195

CCNG Technology Employee engagement Government 195

ShepHyken

MAY 6, 2019

Team Support) Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. Lists are usually about “how to’s.”

Customer Service 302

Customer Service Customer centricity Feedback Personalization 302

Beyond Philosophy

OCTOBER 3, 2024

Maybe the call center picked up the call quickly, and then, instead of an automatic menu, gave us a live person who seems to anticipate what we need even before we need it. However, sometimes the experience we have with a call center isn’t half bad. When we hang up, we probably say, “Well, that wasn’t what I expected!”

Call Center 221

Call Center Technology CRM Management 221

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. The article gives you an inside look at how some companies game the system.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

AUGUST 7, 2020

She shares tips and tricks on how to create a Disney-like customer service experience. Always Ask For Customer Feedback. Disney understands its customers holistically because it consistently captures customer feedback. Disney also provides an option for in-app feedback and email suggestions to its customers.

Customer Service 254

Customer Service Feedback Personalization Surveys 254

ShepHyken

APRIL 15, 2022

He shares how to create excellent customer experiences at every stage of the customer journey. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. Incorporate feedback to optimize customer support . Automate customer service.

Customer Experience 190

Customer Experience Customer Support Enterprise Scripts 190

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

AUGUST 18, 2020

How to Use Customer Experience as a Brand Identity. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience. Know who your customers are, and once you do, you will be able to better market to them personally. Customer Service and Community Support.

Feedback 309

Feedback Customer Service Personalization Customer Support 309

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. This will lead you to reduce churn and increase your revenue. Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ShepHyken

MARCH 25, 2022

It’s important to provide them with top-down information and solicit their feedback, utilizing pulse surveys and suggestions for company-wide projects. Chatbots, which are self-service services, provide another approach to help with incoming issues and answer simple questions without requiring personal responses from staff.

Customer Experience 208

Customer Experience Employee engagement Customer centricity Chatbots 208

TMP Direct

JANUARY 20, 2025

In a world where technology is revolutionizing customer interactions, the challenge for brands lies in ensuring that personal touch remains at the core of their customer service. Whether through phone, email, or social media, customers expect a seamless experience that matches the quality they receive in-person or over the phone.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

ShepHyken

JUNE 3, 2022

Make It Personal . On the other hand, personalizing the questions will help you gain more excellent testimonials. Try and have a process that sends personal messages to every client. Begin by asking them open-ended questions that can lead to more personal questions based on their responses.?

Personalization 190

Personalization Feedback Customer Service 190

ShepHyken

AUGUST 26, 2019

5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. How to Handle Difficult People (and Still Achieve Your Business Goals) by Aytekin Tank. Entrepreneur) A founder’s guide to effectively utilizing feedback — even from impossible-to-please, difficult people. There’s a big difference.

Customer Service 286

Customer Service Advertising Feedback Customer Experience 286

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. Apologize In Person. This week we feature an article from Skylar Ross, contributor at Raincatcher.

Customer Experience 272

Customer Experience B2B Accountability Feedback 272

TechSee

OCTOBER 13, 2020

There are many fixes that are easy enough for an untrained person to carry out – with the right guidance. Feedback can be collected regularly from staff as technicians are well placed to highlight any roadblocks or barriers to success. Resolve more issues remotely.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

Fonolo

OCTOBER 26, 2022

Intrinsic motivation refers to self-fulfillment and personal satisfaction. Do you tell agents how to fix things, or do you offer them a floor to share their ideas? You know what’s worse than negative feedback? How can agents feel motivated if their hard work is met with zero feedback or rewards? Radio silence.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Beyond Philosophy

AUGUST 12, 2015

The study claims that even though your emotions are personal and unique to you, our brains interpret the signals in a similar way. It helps them have the conversation that starts with the doubt-ridden question, “But how do we even know how to interpret what emotions a Customer is having?”.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

JULY 23, 2019

They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. Customers still crave that person-to-person interaction. Use that feedback and do something with it. Shep Hyken interviews John R.

Feedback 251

Feedback Personalization Customer Experience Sales 251

Beyond Philosophy

DECEMBER 16, 2021

Instead of working for customers or the organization, different departments only focused on their departmental key performance indicators (KPI) and personal objectives. Dajani wants people to remember that the person on the other side of the contact is trying to help them, so be patient if they have limited support from the organization. .

Sales 195

Sales Consulting Consulting Customer Experience 195

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124