ShepHyken

OCTOBER 22, 2021

Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Review, improve and repeat using feedback from your entire team while listening to your customers. . Empower Your Service Team. Conclusion .

Customer Experience 380

Customer Experience Management Finance Banking 380

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

SEPTEMBER 27, 2024

She wants to know how to manage rising customer expectations with fewer resources than she used to have. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. Claire Dunwood has a pickle.

Management 243

Management Feedback Technology 243

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. These questions are for you and your management team. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it. He writes: .

Customer Experience 422

Customer Experience Feedback Customer Service Personalization 422

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. In fact, once a month, the general manager of the property where you stayed comes down to the depot and has coffee with the drivers.

Coaching 316

Coaching Feedback Customer effort Surveys 316

ShepHyken

JULY 13, 2022

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. Alfia and his team created a solution for customers to leave feedback at the moment it’s needed. When Realtime Feedback was starting up, that was its mantra.

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

ShepHyken

MARCH 31, 2021

Focus on Feedback. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Create a survey to learn what your customers want and expect from you. Keep it short and simple – even just two or three questions.

Feedback 397

Feedback Surveys Sales Customer Service 397

ShepHyken

JULY 23, 2021

He writes about how using a learning management system (LMS) expedites employee skill development in your organization. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .

Feedback 410

Feedback Surveys Management Employee engagement 410

CCNG

SEPTEMBER 27, 2023

DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.

Management 195

Management Average Handle Time Self service CCNG 195

Genroe

OCTOBER 21, 2024

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors.

Feedback 98

Feedback Surveys Customer Experience Management 98

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. 20:30 We explain how well you deal with change is an essential part of EQ, particularly if you have some work to do.

Management 195

Management Feedback Customer Service Customer Experience 195

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

B2C 349

B2C Customer centricity Feedback Upselling 349

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 136

Feedback APIs Engineering Surveys 136

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

Beyond Philosophy

MAY 18, 2023

In particular, the EQ of an individual is a crucial indicator of their success when it comes to the emotional management of customers. Many years ago, I participated in a 360-degree feedback event, where your team and others filled out a questionnaire about you and participated in various events. EQ Realm #2: Managing Your Emotions.

Management 195

Management Personalization Call Center Customer Experience 195

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 124

Feedback Engineering Enterprise Technical Support 124

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

ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Remember that the beliefs and behaviors of leaders and managers will be passed on to employees. After all, you can’t change what you don’t measure. It starts at the top.

B2C 316

B2C B2B Feedback Consulting 316

ShepHyken

MAY 31, 2019

Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move.

Customer Experience 306

Customer Experience Feedback Construction Personalization 306

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Feedback and ratings will help drive that effort. Today’s lesson is about the exciting topic of measurement and data. Okay, maybe not that exciting, but how about very important? You know it is! So, what should we be measuring?

Metrics 397

Metrics Feedback Sales Customer Service 397

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

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Personalization 393

Personalization Advertising Feedback Customer Service 393

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Either way, this article is for you. Help resolve more complicated issues.

Customer Service 149

Customer Service Management Feedback Chatbots 149

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. As he points out, “The customer isn’t actually using their voice to provide feedback.”

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. A Customer Success Manager can play a greater and more strategic role with the client. In-depth client understanding.

SaaS 398

SaaS Sales Customer Experience Upselling 398

ShepHyken

FEBRUARY 12, 2025

Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. The faster, the better. Then, tell them you did.

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

ShepHyken

JULY 26, 2019

Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. The long and short of it is nothing changed in the customer feedback from year to year. However, you cannot avoid the realm of theory in customer experience management.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

MARCH 17, 2020

They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture. and finally, follow up on the feedback you receive. They are as follows: Develop robust customer-value management processes and tools. Lead for loyalty.

Feedback 283

Feedback Enterprise Metrics Marketing 283