ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. Whether that’s a survey on what they like best or an interview to receive the optimal level of feedback is for you to figure out with your unique business challenge. Most likely no. Analyze Data.

Marketing 218

Marketing Customer Service Consulting Consulting 218

ShepHyken

JUNE 19, 2023

It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. ” “Be authentic; this is the most important thing with marketing – and anything you do.” Top Takeaways: Social media is called “social” for a reason.

Customer centricity 170

Customer centricity Marketing Customer Care Education 170

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 360

B2C Customer centricity Feedback Upselling 360

ShepHyken

AUGUST 31, 2023

When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. And when customers have a great experience with your brand, they tell their friends and family about it. This is called word-of-mouth marketing, and it’s one of your most valuable strategies for growth.

Journey mapping 343

Journey mapping Upselling CRM Feedback 343

ShepHyken

APRIL 23, 2024

They look good on the outside, with amazing marketing and advertising, a beautiful website, a beautiful building, etc., Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” In the business world, this is akin to the feedback your customers give you.

Customer Experience 359

Customer Experience Advertising Feedback Engineering 359

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Many companies either ignore or miss out on the most important aspect of feedback: the voice of the customer. What is content marketing?

Feedback 285

Feedback Surveys Marketing Metrics 285

Beyond Philosophy

DECEMBER 10, 2018

An important principle in both marketing and customer experience is that you should listen to your customers. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. Survey Overload.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. It’s all about your email marketing revolving around your subscribers’ needs.

Marketing 169

Marketing Customer Experience Entertainment Customer centricity 169

ShepHyken

OCTOBER 8, 2021

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. .

Best practices 363

Best practices Customer Service Morale Feedback 363

ShepHyken

MAY 31, 2019

A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move.

Customer Experience 311

Customer Experience Feedback Construction Personalization 311

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. Using Amazon Bedrock allowed Alida to bring their service to market faster than if they had used other machine learning (ML) providers or vendors.

Feedback 132

Feedback APIs Engineering Surveys 132

ShepHyken

MARCH 2, 2021

The Perks of Influencer Marketing. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.

B2B 266

B2B Advertising Marketing Feedback 266

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. How can I get more customer feedback?

Surveys 275

Surveys Feedback Marketing Customer Experience 275

Beyond Philosophy

JULY 16, 2020

We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. Not only does that go against the idea of getting authentic feedback, but it can also backfire. She, along with colleagues, published about the Return Trip Effect.

Feedback 486

Feedback Consulting Consulting Government 486

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 385

Customer Service Chatbots Education Feedback 385

ShepHyken

OCTOBER 19, 2022

As you “shout” your brand promise, the feedback you get in return is the echo. The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . But it wasn’t long before the hype that came from the marketing and advertising fell short. in the 1980s.

Automotive 323

Automotive Advertising Engineering Feedback 323

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Feedback 118

Feedback Surveys Marketing Customer Experience 118

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Surveys 277

Surveys Feedback Customer Experience Sales 277

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. 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. Conclusion .

Customer Experience 390

Customer Experience Management Finance Banking 390

ShepHyken

MARCH 17, 2020

Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company. 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.

Feedback 287

Feedback Enterprise Metrics Marketing 287

ShepHyken

NOVEMBER 3, 2020

They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. About: Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. How to End “Good Enough” Customer Service.

Customer centricity 365

Customer centricity Surveys Technology Feedback 365

ShepHyken

MARCH 24, 2021

When you ask marketing and customer service experts what they monitor, you’ll likely hear about similar satisfaction or happiness measurements. Feedback and ratings will help drive that effort. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). But, you need to know more.

Metrics 404

Metrics Feedback Sales Customer Service 404

ShepHyken

AUGUST 20, 2021

Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow your profits. Whether they give good or bad feedback, listen to your customers and let them know you listen. Build a Referral Program.

Enterprise 424

Enterprise B2B Feedback Marketing 424

ShepHyken

AUGUST 13, 2021

It has shifted the goalposts for businesses as online customer feedback can be viewed by any user. Separate technical support from core marketing accounts. Market leaders, such as Nike, Starbucks, and Netflix use the following handles to signpost their customers service Twitter accounts; @NikeService, @StarbucksCare, @Netflixhelps.

Customer Experience 385

Customer Experience Management Chatbots Accountability 385

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 132

Feedback Engineering Enterprise Technical Support 132

ShepHyken

DECEMBER 25, 2023

When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions. These adjustments can make a big difference in how customers interact with your brand online.

Multichannel 250

Multichannel Analytics Feedback Metrics 250

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. All these discussions prove that customer loyalty should be the prime priority of businesses in order to strive and thrive in such a competitive market.

Customer Experience 407

Customer Experience Technical Support Finance Customer advocacy 407

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. Besides offering timely support, brands will use live chat for marketing and improving customer experience through value-added services like appointment booking, reminders, delivery notifications, etc.?.

Customer Service 385

Customer Service Chatbots Analytics Upselling 385

ShepHyken

JULY 15, 2022

Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. Meanwhile, the client is amazed at the depth and quality of your training due to your effort in putting together the most all-inclusive program on the market in your niche. .

Coaching 353

Coaching Customer centricity Accountability Feedback 353

ShepHyken

SEPTEMBER 24, 2021

Because of this, prices are cheaper as new companies, products and solutions come to market daily. Marketing, in general, is becoming more expensive and prospecting is becoming harder. With SaaS, purchases are mainly cloud-based with major demand. Increasingly important is the word of mouth and recommendations of others.

SaaS 404

SaaS Sales Customer Experience Upselling 404

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. The challenge with feedback and reviews is they are frequently solicited but infrequently completed.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

AUGUST 18, 2020

Know who your customers are, and once you do, you will be able to better market to them personally. 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. Ask people who may not usually get asked.

Feedback 310

Feedback Customer Service Personalization Customer Support 310

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. As he points out, “The customer isn’t actually using their voice to provide feedback.”

Surveys 345

Surveys Contact Center Consulting Consulting 345