ShepHyken

NOVEMBER 21, 2024

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else. Why don’t customers leave feedback? About: Kevin J.

Feedback 156

Feedback Marketing Customer Service Customer Experience 156

ShepHyken

MARCH 30, 2025

Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more. This is where consumer feedback proves invaluable. It creates special and unforgettable moments.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. In reality, they are marketing programs that do a great job of bringing customers back. Some very popular business sayings are potentially detrimental to your organization.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not). My Comment: Here’s an interesting article about the link between CX and marketing. Marketing is about the brand promise.

Customer Service 176

Customer Service Entertainment Consulting Consulting 176

CSM Magazine

NOVEMBER 14, 2024

Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits. Naturally, there is a balance to be struck between acting on every piece of feedback and simply ignoring every negative thing said about a service or product.

Feedback 52

Feedback Marketing Management 52

C3Centricity

NOVEMBER 26, 2024

It’s a transformational shift essential to gaining a lasting competitive edge in today’s market. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Banking 116

Banking Feedback Customer retention Marketing 116

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 349

B2C Customer centricity Feedback Upselling 349

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 333

Journey mapping Upselling CRM Feedback 333

TeleDirect

JANUARY 15, 2025

Outbound Call Centers: Focus on business-driven communication , including sales, marketing, and follow-ups. Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Competitive Market: Empathy differentiates businesses in a crowded market, making them more appealing to customers.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. My Comment: Can AI create help a company create an emotional connection?

Customer Service 185

Customer Service Customer retention Personalization Sales 185

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 351

Best practices Customer Service Morale Feedback 351

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

CSM Magazine

DECEMBER 3, 2024

No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.

Marketing 52

Marketing Chatbots Analytics Advertising 52

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 349

Customer Experience Advertising Feedback Engineering 349

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 11, 2024

How should companies handle feedback to improve their brand’s customer experience? Quotes: “To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. What are the key elements of a logo or brand identity that influence customer experience?

Customer Experience 166

Customer Experience Feedback Personalization Customer Service 166

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

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. As companies look to the future, embracing a complete, thoughtful CX strategy remains crucial in an ever-changing market.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

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 316

Automotive Advertising Engineering Feedback 316

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

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 380

Customer Experience Management Finance Banking 380

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 421

Enterprise B2B Feedback Marketing 421

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 354

Customer centricity Surveys Technology Feedback 354

CCNG

MARCH 26, 2025

Partner with Product and Marketing. Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. Work with Finance to understand budget constraints and metrics that the C-suite monitors daily.

Metrics 195

Metrics Finance Upselling Engineering 195

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 397

Metrics Feedback Sales Customer Service 397

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 375

Customer Experience Management Chatbots Accountability 375

AWS Machine Learning

DECEMBER 4, 2024

They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels. or “Were there any supply chain issues that could have affected our North American market for clothing sales?”

APIs 107

APIs Sales Surveys Analytics 107

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 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 401

Customer Experience Customer advocacy Technical Support Finance 401

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 398

SaaS Sales Customer Experience Upselling 398

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 375

Customer Service Chatbots Analytics Upselling 375

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

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 342

Coaching Customer centricity Accountability Feedback 342