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.

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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.

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Feedback Surveys Management Employee engagement 408

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

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Feedback Surveys Technical Support Personalization 247

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Should You Ditch NPS for “Real Feedback”? .

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Feedback Customer Experience Surveys Construction 253

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.

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B2C Customer centricity Feedback Upselling 346

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

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

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

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Surveys Airlines Benchmark Feedback 62

Callminer

OCTOBER 5, 2022

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.

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Feedback Surveys 182

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

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Surveys Enterprise Consulting Consulting 279

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? But can that data be trusted?

Surveys 275

Surveys Customer Service B2B SaaS 275

ProProfs Blog

OCTOBER 30, 2020

How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Where can we improve?

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Surveys Feedback Customer Support Construction 158

ProProfs Blog

AUGUST 28, 2020

It’s no secret that customer feedback is the lifeblood of all major brands and corporations. Talk to any marketer, and they will tell you at least 4 or 5 different ways to collect customer feedback. What they will also tell you is how hard it is to get actionable customer feedback. It is much more than that.

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Surveys Feedback Marketing Sales 158

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

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Surveys Airlines Feedback Customer Experience 395

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

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Surveys Government Feedback Construction 145

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

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. .

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Coaching Customer centricity Accountability Feedback 339

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. One of the best ways to get authentic feedback from customers does not involve fancy math or a psychology degree.

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Feedback Personalization Consulting Consulting 262

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.

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

JULY 26, 2019

Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls. Much less price-sensitive. appeared first on Shep Hyken.

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Customer Experience Feedback Customer centricity Customer retention 297

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. And how should you structure your survey? What is an After-Call Survey For? DID YOU KNOW?

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Scripts Surveys Interactive Voice Response Call Center 138

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.

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Wait times Call Center Abandon rate First call resolution 79

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

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. Surveys, in general, should be kept on the short side. Sound a little technical?

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Feedback Analytics Surveys Customer Service 70

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. Disney Store uses a tool that pops out a short survey once in a while during the buying process to understand the customer’s thoughts.

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Customer Experience Metrics Marketing Surveys 296

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. Customer Service Survey Example Questions “Did our team resolve your issue efficiently?” “Did

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Customer Service Metrics Journey mapping CRM 62

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Even negative feedback can alert you to what needs to change in order to make your events more successful. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

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Surveys Feedback Best practices Construction 100

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.

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Feedback Surveys Best practices CRM 52

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

FEBRUARY 26, 2019

Customer Feedback 101. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback. Keep surveys short and simple.

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Surveys Feedback Marketing Customer Experience 263

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

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. This is one area of your business you don’t want to ignore — read to find out how you can create your own! How do I measure agent satisfaction? How does one quantify their employees’ experience?

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Call Center Surveys Agent burnout Contact Center 147

ShepHyken

NOVEMBER 20, 2020

How to avoid that if you’re running an eCommerce business? Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. How to find customer experience problems before they occur. Consider these meetings to keep the feedback flowing: Weekly group meetings.

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Customer Service Chatbots Education Feedback 371

ShepHyken

OCTOBER 20, 2024

How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? Here are my top five picks from last week.

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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.

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Feedback Surveys Customer centricity Metrics 143

ShepHyken

NOVEMBER 3, 2020

How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people.

Customer centricity 350

Customer centricity Surveys Technology Feedback 350