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. That is the epitome of successful relationship marketing. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

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

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 231

Customer Service Customer Support Feedback Technology 231

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 174

Customer Service Entertainment Consulting Consulting 174

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 346

B2C Customer centricity Feedback Upselling 346

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

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 330

Journey mapping Upselling CRM Feedback 330

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

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 346

Customer Experience Advertising Feedback Engineering 346

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 183

Customer Service Customer retention Personalization Sales 183

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

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 348

Best practices Customer Service Morale Feedback 348

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

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. Example: An e-commerce company analyzes CSAT feedback using AI. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys.

Metrics 118

Metrics Surveys SaaS Wait times 118

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

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

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. This made them less user-friendly for broader CX or market research teams.

Analytics 118

Analytics Airlines Feedback Surveys 118

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 165

Customer Experience Feedback Personalization Customer Service 165

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 314

Automotive Advertising Engineering Feedback 314

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 371

Customer Service Chatbots Education Feedback 371

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 377

Customer Experience Management Finance Banking 377

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 420

Enterprise B2B Feedback Marketing 420

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 350

Customer centricity Surveys Technology Feedback 350

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 394

Metrics Feedback Sales Customer Service 394

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 129

Feedback Engineering Enterprise Technical Support 129

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 371

Customer Experience Management Chatbots Accountability 371

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 398

Customer Experience Technical Support Customer advocacy Finance 398