ShepHyken

MARCH 10, 2025

How can customer feedback effectively enhance products and services? AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. What challenges do businesses face in becoming truly customer-centric?

Chatbots 193

Chatbots Customer centricity Metrics Feedback 193

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. A user can ask a business- or industry-related question for ETFs. The results are similar to fine-tuning LLMs without the complexities of fine-tuning models.

Engineering 99

Engineering Real estate Government Big data 99

ShepHyken

DECEMBER 17, 2024

Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers input and making them feel heard by letting them know what actions are taken. When feedback is less than stellar, proactively reach out to understand how to improve.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. Regularly assess your internal processes and external industry trends to identify areas where you can improve. Embracing failure as a part of the innovation process can benefit businesses.

Customer Experience 176

Customer Experience Metrics Feedback Customer Service 176

ShepHyken

JULY 13, 2022

It doesn’t matter what type of business or industry you’re in. There is a forum for every industry where customers talk. I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. It’s important to get feedback.

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

CSM Magazine

OCTOBER 21, 2024

Customer service is a crucial component in the highly competitive no ID verification casinos industry. Language Accessibility for Wider Reach The global nature of the gambling industry requires that customer support be multilingual. Players are more likely to feel valued if they can reach the support team whenever an issue arises.

Customer Service 52

Customer Service Feedback Customer Support Personalization 52

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Feedback 349

Feedback Healthcare Analytics Customer Service 349

CSM Magazine

NOVEMBER 14, 2024

That can be frustrating when you’re in the creative industry or when you’re working on yourself, but in business, it’s actually a good thing. Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits.

Feedback 52

Feedback Marketing Management 52

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. About 4-5 months ago I was speaking with an industry colleague and telling my origin story. Again, Until recently.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

DECEMBER 11, 2024

That can become a compliance challenge for industries like healthcare, financial services, insurance, and more. Cognigy is revolutionizing the customer service industry by providing a cutting-edge AI Agent platform for voice and chat. Its not as automated as people assume.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. Empower me, know me, reach me, and delight me… These are the elements of a great personalization strategy. That is the epitome of successful relationship marketing.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

ShepHyken

JULY 23, 2021

Inspires Creativity via Discussion Forums and Feedback . Creativity is a key quality that makes you stand out in your industry. Moreover, they can share feedback with one another and brainstorm ideas together. . Communication is essential no matter which industry you belong to.

Feedback 410

Feedback Surveys Management Employee engagement 410

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

CCNG

MARCH 26, 2025

Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Partner with Product and Marketing. Collaborate with IT.

Metrics 195

Metrics Finance Upselling Engineering 195

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98

B2C B2B Airlines Surveys 98

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. Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback.

Analytics 118

Analytics Airlines Feedback Surveys 118

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 375

Customer Service Chatbots Education Feedback 375

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

ShepHyken

AUGUST 18, 2020

Don’t confine yourself to your industry alone. Mine information from other industries. Employees who do come into direct contact with customers are best positioned to collect customer feedback. This feedback must be communicated throughout the rest of the organization. Personalization will help your product sell.

Feedback 306

Feedback Customer Service Personalization Customer Support 306

VirtualPBX

FEBRUARY 5, 2025

Healthcare Member Services and Support Services Team Optimizing call disposition codes in healthcare ensures efficient patient management and compliance with industry regulations. Feedback Loop: Encourage feedback from sales agents on the practicality of codes and update them as needed to reflect real-world interactions.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

TeleDirect

JANUARY 15, 2025

Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Compliance and Sensitivity: Industries like healthcare and financial services require empathetic communication to meet regulatory standards and customer expectations. Recognize and reward agents who demonstrate exceptional empathy.

Call Center 126

Call Center Customer Service Healthcare CRM 126

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Chatbots 114

Chatbots Engineering Enterprise Government 114

TeleDirect

DECEMBER 25, 2024

Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Choose the Right Outsourcing Partner Partner with a reputable provider with expertise in your industry. Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

OCTOBER 4, 2019

Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. Instead, monitor business growth through increased customer visits to your online/offline business, win back ROI, and ROI generated from customer feedback.

Benchmark 310

Benchmark Customer retention Feedback Consulting 310

Beyond Philosophy

AUGUST 13, 2020

Use feedback from disgruntled or struggling customers to reduce Customer Effort. Customer feedback is essential to fostering customer-driven growth from your experience. Consider the unmet needs in your industry. I hope this principle is a no brainer for most of you. It points out the problem for you.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

AUGUST 6, 2019

The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers. What should I do with customer feedback? Use the concept of “sense and respond” when delivering your customer service and experience. Talk to your customers and listen to what they say.

Customer centricity 300

Customer centricity Coaching Consulting Consulting 300

ShepHyken

MARCH 2, 2021

Quotes: “Think about how you can customize the different social media channels to fit your business, regardless of your industry.”. Remember that social media provides free tools for business to advertise, engage with customers, collect feedback, and even research the competition.”.

B2B 254

B2B Advertising Marketing Feedback 254

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. Ensuring Cultural Fit : Every industry has its own language and nuances.

Surveys 104

Surveys Calibration Feedback Engineering 104

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. It’s how you handle that feedback that makes a difference.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

FEBRUARY 5, 2021

It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Talk With Your Team. Send Free Gifts.

Customer Experience 266

Customer Experience B2B Accountability Feedback 266

ShepHyken

JULY 29, 2020

It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. The same thing happening over and over? Some might call that boring, but we all know it’s not.

Customer Service 666

Customer Service Feedback Customer Experience Marketing 666

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. In fact, Gartner predicts Conversational AI alone will reduce labor costs by $80 billion by 2026.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

SEPTEMBER 24, 2021

Combined with the ever-changing landscape of the SaaS industry, it is no wonder that sales leaders have been asked to help manage customer relationships, even though this is not their strength. In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. .

SaaS 398

SaaS Sales Customer Experience Upselling 398

ShepHyken

OCTOBER 18, 2021

Certain industries were hit hard. Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. My Comment: There’s not much we like about COVID-19.

Customer Service 229

Customer Service Airlines Feedback B2B 229