ShepHyken

MARCH 3, 2025

Businesses must listen attentively to what customers say and capture feedback from the frontline employees. They read reports and attend meetings, but they do not hear the real voice of the customer. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.

Customer retention 191

Customer retention Feedback Management Technology 191

ShepHyken

DECEMBER 17, 2024

Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers input and making them feel heard by letting them know what actions are taken. When feedback is less than stellar, proactively reach out to understand how to improve.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

CCNG

DECEMBER 11, 2024

So, lets start with the basics for meeting those needs and where ChatGPT stands. While ChatGPT is indeed an incredible if not unparalleled leap forward in AI technology, it is in no way, shape, or form designed to accomplish the goals or meet the requirements of a specifice use case in a contact center environments. So, lets dive in.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

APRIL 23, 2024

The experience must, at a minimum, meet your customers’ expectations. 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.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced.

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

ShepHyken

OCTOBER 20, 2024

Anything less than meeting those higher expectations results in reduced loyalty. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world. My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Average won’t cut it.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

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. By the way, if you can’t meet in person, you can always do a virtual focus group. Conduct a Focus Group.

Feedback 395

Feedback Surveys Sales Customer Service 395

ShepHyken

NOVEMBER 20, 2020

The workshops are customized to meet the unique needs of your employees. 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. Talk to Your Employees.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Beyond Philosophy

JULY 16, 2020

If the experience meets our expectations, then our memory will be positive. From a Customer Experience perspective, the changing nature of memory means when you’re asking for customer feedback of what that experience was like, the words that you use can influence how the customer remembers the experience.

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 346

Feedback Healthcare Analytics Customer Service 346

ShepHyken

FEBRUARY 6, 2023

Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. ” “Feedback is one of the few things in life that is free. Take that feedback and do something with it.” Why is customer feedback important?

Feedback 305

Feedback Banking Sales Customer Service 305

TechSee

NOVEMBER 27, 2024

Train employees to anticipate and meet customer needs proactively. 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.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. 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

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). The topic of this very robust article is on the “Stay Interview.” I met with staff and students for an amazing day of training and conversation.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

C3Centricity

NOVEMBER 26, 2024

This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. By deeply understanding consumers and tailoring strategies to meet emerging needs, brands can align more closely with what matters most to their audience.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

JULY 23, 2021

Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . Offers Collaboration Tools that Improve Teamwork .

Feedback 408

Feedback Surveys Management Employee engagement 408

ChurnZero

DECEMBER 19, 2024

Meanwhile, client feedback was overwhelmingly positive: our clients appreciated the hands-on support and clear pathway to maximizing their ROI. Our solution was to establish the ClearChampions User Group, using ChurnZero surveys, to engage some of our most valued clients for their feedback.

Surveys 52

Surveys Accountability Feedback Government 52

ShepHyken

AUGUST 31, 2023

It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations. Even handling negative feedback offers valuable opportunities for growth. No more missed opportunities for a sale!

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

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

ShepHyken

AUGUST 25, 2020

They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback. Collecting feedback more rapidly can help position companies to meet new consumer expectations.

Feedback 306

Feedback Enterprise Customer Experience Technology 306

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Chatbots 114

Chatbots Engineering Enterprise Government 114

ShepHyken

DECEMBER 1, 2021

Meet my friend, leadership expert Tim Durkin – he has an answer. In all of the Three N’s, feedback is imperative. Sharing positive feedback with employees is what this is all about. Share positive feedback with your employees. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

Healthcare 323

Healthcare Feedback Customer Service Employee engagement 323

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

TeleDirect

JANUARY 15, 2025

Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Compliance and Sensitivity: Industries like healthcare and financial services require empathetic communication to meet regulatory standards and customer expectations. Recognize and reward agents who demonstrate exceptional empathy.

Call Center 126

Call Center Customer Service Healthcare CRM 126

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

AUGUST 18, 2020

Learn about your customers and their expectations, then build your CX to meet those expectations. 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. To find out what your customers want, ask them!

Feedback 305

Feedback Customer Service Personalization Customer Support 305

ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

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. By not meeting those expectations, brands will let down and lose customers. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.”

Customer centricity 350

Customer centricity Surveys Technology Feedback 350

Toister Performance Solutions

NOVEMBER 14, 2024

Consider sharing it in a team meeting. Step 3: Schedule team meetings. You'll be meeting with your team once per week for four weeks. Each meeting should take 30 minutes. Pre-work Ask participants to complete two short assignments before the first meeting. How are employees expected to use what they learn?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

APRIL 2, 2021

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. Even with the perfect strategies in place, there will be customers who feel dissatisfied enough to leave negative feedback about your business or your agents.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. The reward these customers give isn’t in the form of accolades, although feedback is a gift.

Feedback 323

Feedback Customer Service Customer Experience 323

3CLogic

DECEMBER 17, 2024

With a generational shift where 52% of Gen Z and Millennials report they wouldnt purchase from an organization again if an issue cant be resolved by self-service, offering efficient, AI-powered self-service channels will be necessary to meet rising demands in 2025 and beyond.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Beyond Philosophy

SEPTEMBER 27, 2024

We discuss the importance of focusing on the aspects that drive the most value for customers rather than trying to meet every rising expectation. Knowing your customers well is essential, as it helps you decide which expectations to meet and which to disregard, ensuring that you spend your resources wisely.

Management 243

Management Feedback Technology 243

Beyond Philosophy

FEBRUARY 6, 2019

The metrics you choose should line up with your actions and the goals you are trying to meet. Once the experience meets expectations, then you can take it to a new level. Recommendation #4: Get feedback from sources other than surveys. However, you need to measure the correct things. Recommendation #2: Make your business case.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

JULY 15, 2022

Step 2: They show up for the call, and even though the meeting goes well, they mention they’re diligent and will see it through before they’re ready to get going. 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. No problem.

Coaching 339

Coaching Customer centricity Accountability Feedback 339