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

Beyond Philosophy

OCTOBER 17, 2024

Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, I am sharing it here as well since many of you might have the same question about getting customer feedback. People usually choose the smiley face for feedback.

Feedback 195

Feedback Surveys Construction Education 195

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 424

Customer Experience Feedback Customer Service Personalization 424

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

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 335

Feedback Personalization Customer Experience Customer Service 335

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 325

Coaching Feedback Customer effort Surveys 325

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 406

Feedback Surveys Sales Customer Service 406

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 415

Feedback Surveys Management Employee engagement 415

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 First call resolution 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 365

B2C Customer centricity Feedback Upselling 365

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

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 137

Engineering Feedback Construction Analytics 137

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 134

Feedback APIs Engineering Surveys 134

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 347

Journey mapping Upselling CRM Feedback 347

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 133

Feedback Engineering Enterprise Technical Support 133

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 388

Customer Service Chatbots Education Feedback 388

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

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 325

B2C B2B Feedback Consulting 325

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 406

Metrics Feedback Sales Customer Service 406

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 312

Customer Experience Feedback Construction Personalization 312

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 159

Customer Service Management Feedback Chatbots 159

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 403

Personalization Advertising Feedback Customer Service 403

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

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 405

SaaS Sales Customer Experience Upselling 405

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

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 303

Customer Experience Feedback Customer centricity Customer retention 303

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 288

Feedback Enterprise Metrics Marketing 288

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

CX Accelerator

NOVEMBER 7, 2023

11) have zero channels for customer feedback. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them. 11) have zero channels for customer feedback. 5) put profits before purpose. 6) do not invest in the human experience. ,

Customer centricity 316

Customer centricity Airlines Feedback Construction 316