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”? .

Feedback 253

Feedback Customer Experience Surveys Construction 253

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

Steve DiGioia

SEPTEMBER 16, 2016

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Yes, we constantly survey both our owners and tenants. We view feedback as a gift so it’s really important to close the loop. Click to find out how. BM : Absolutely. .

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

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. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

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

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.

Surveys 263

Surveys Feedback Marketing Customer Experience 263

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 408

Feedback Surveys Management Employee engagement 408

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

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.

Surveys 62

Surveys Airlines Benchmark Feedback 62

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.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

ShepHyken

MARCH 10, 2020

The Strategy Behind Getting and Utilizing Customer Feedback. They discuss the importance of customer feedback and strategies for getting positive reviews. Regardless of your industry, customers are reading reviews online or on some industry forums before they decide to do business with you. One minute in length is ideal.

Feedback 236

Feedback Surveys Personalization Customer Service 236

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

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 360

Customer Experience Transportation Feedback Metrics 360

ProProfs Blog

SEPTEMBER 18, 2020

There lies an evident gap between junk data and quality feedback. In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. But do customers really like to offer feedback? What Do We Mean by a Survey Respondent? How to Find Survey Respondents?

Surveys 147

Surveys Chatbots Feedback Finance 147

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

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

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

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 293

Customer Service Self service Metrics Average Handle Time 293

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. If you enjoyed this post, you might be interested in the following: Industry Secrets Leaked: Predicting Customer Behavior.

Consulting 392

Consulting Consulting Sales Customer Experience 392

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. Have a real conversation with them instead of merely relying on surveys. What should I do with customer feedback? Talk to your customers and listen to what they say.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

ShepHyken

SEPTEMBER 24, 2021

In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. . 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.

SaaS 395

SaaS Sales Customer Experience Upselling 395

Fonolo

MARCH 25, 2021

Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Important questions to ask in your survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey. Gone are the days of invasive, clunky, long-form website surveys.

Surveys 92

Surveys SaaS Feedback Engineering 92

ShepHyken

SEPTEMBER 28, 2018

In highly competitive industries, companies large and small have a pressing need to stand out among their peers. Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms.

Employee engagement 273

Employee engagement Education Analytics Technology 273

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. The airport wants a survey from you on your bathroom experience. I can’t go to any website without someone wanting me to take a survey. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 119

Feedback APIs Engineering Surveys 119

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Others help you survey customers based on location and industry or even product purchased. Some systems can identify user problems in online and mobile interactions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

ShepHyken

AUGUST 27, 2021

Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. Seeking feedback from the customers helps a company to segregate the experience on these phases. In fact, it has been found that a 5% reduction of attrition within the customers can escalate 125% of business revenue.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ShepHyken

JULY 6, 2020

ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 167

Customer Service Healthcare Journey mapping Feedback 167

Beyond Philosophy

OCTOBER 11, 2019

It all started because printer sales were declining as an industry about 12 or 13 years ago. Unfortunately, the industry as a whole had not done an excellent job with product differentiation between the different tiers of providers. Moreover, the industry is changing. It is far superior to the average for the industry.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. Always monitor and respond to customer feedback that you receive on the various sites. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

JANUARY 22, 2018

My Comment: We start off this week’s Top Five roundup with an article that reminds us often of the more common mistakes that could be made by any company in any type of industry. What drives a positive experience is applicable to any industry. Consider that today your competition could be anyone – even outside of your industry.

Customer Service 232

Customer Service Wireless Chatbots Airlines 232

TeleDirect

MARCH 9, 2025

Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Act on feedback to improve overall service delivery. A: The industry standard is less than 20 seconds for inbound calls, but businesses should aim for as short as possible without compromising service quality.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79