ShepHyken

APRIL 13, 2025

How employee feedback surveys fuel customer experience excellence by Jill Raff (Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered. Thats why, as the title of this article implies, employee feedback can fuel customer experience. Back to Basics: What Is Customer Experience?

Customer Service 168

Customer Service Surveys B2B Self service 168

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 200

Chatbots Customer centricity Metrics Feedback 200

ShepHyken

APRIL 21, 2025

Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don’t trust that their voice is acknowledged. ” “There is a disconnect between how executives view AI’s role in their industry and how they embrace it.

Customer Experience 180

Customer Experience B2C Analytics B2B 180

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

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 328

Feedback Personalization Customer Experience Customer Service 328

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 356

Feedback Healthcare Analytics Customer Service 356

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

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

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 200

Customer Service Customer centricity Entertainment Airlines 200

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

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 180

Customer Experience Metrics Feedback Customer Service 180

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 413

Feedback Surveys Management Employee engagement 413

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 370

Customer Experience Transportation Feedback Metrics 370

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

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 382

Customer Service Chatbots Education Feedback 382

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 309

Feedback Customer Service Personalization Customer Support 309

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

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 113

Chatbots Engineering Enterprise Government 113

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

ROI CX Solutions

MAY 1, 2025

Sentiment analysis is the real-time capture and understanding of customer feedback tracked in phone calls, text messages, emails, chats, and social media engagements. More call centers globally and across industries are analyzing sentiments to improve relationships and communications with customers.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

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

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 303

Customer Service Self service Metrics Average Handle Time 303

ROI CX Solutions

APRIL 24, 2025

Agents should be trained to adapt scripts to real-time situations, while customer and agent feedback should shape ongoing improvements. Focus on referral programs, customer loyalty discounts, and feedback surveys , and always stay aware of competitor behavior as you adapt strategies. How are you today?

Scripts 92

Scripts Call Center Upselling Feedback 92

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 272

Customer Experience B2B Accountability Feedback 272

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 679

Customer Service Feedback Customer Experience Marketing 679

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

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

AWS Machine Learning

DECEMBER 4, 2024

Expected response: Based on the customer reviews and feedback, the sentiment surrounding our Office Supplies products is mixed. The data that can be queried includes product-specific reviews from users, online compared to offline feedback gathered through surveys, and recent industry and economic news.

APIs 106

APIs Sales Surveys Analytics 106

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 402

SaaS Sales Customer Experience Upselling 402

AWS Machine Learning

APRIL 9, 2025

HITL can take many forms, from end-users approving actions and providing feedback, to subject matter experts reviewing responses offline and agents working alongside customer service representatives. The common thread is maintaining human oversight and using human intelligence to improve agent performance.

APIs 117

APIs Entertainment Enterprise Feedback 117

ShepHyken

AUGUST 27, 2021

Seeking feedback from the customers helps a company to segregate the experience on these phases. To understand the pulse of an industry and to generate customer satisfaction, customer experience is the prime tool to focus on. Bottom line .

Customer Experience 406

Customer Experience Customer advocacy Technical Support Finance 406

ShepHyken

DECEMBER 28, 2020

My Comment: Let’s take a lesson from the hospitality industry. The four points the author makes are appropriate for any business from every industry. So many stats are based on consumer feedback. Predictions: 10 Customer experience trends for 2021 by Rosalyn Page. It is refreshing to get the B2B perspective.

Customer Service 289

Customer Service B2B Customer Experience Marketing 289

ChurnZero

APRIL 11, 2025

Customer feedback changes depending on the lens youre looking through (i.e. Is your onboarding process a well-oiled machine of timely tasks and thresholds, until a customer gets stuck with no clear steps for collecting or reviewing feedback? (because perception is reality) Let’s explore the details of each step.

Metrics 86

Metrics Benchmark Feedback SaaS 86