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 310

Feedback Banking Sales Customer Service 310

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 360

B2C Customer centricity Feedback Upselling 360

Beyond Philosophy

DECEMBER 12, 2016

If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider.

Consulting 392

Consulting Consulting Sales Customer Experience 392

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 414

Feedback Surveys Management Employee engagement 414

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 343

Journey mapping Upselling CRM Feedback 343

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 320

Feedback Enterprise Customer Experience Technology 320

AWS Machine Learning

APRIL 24, 2024

The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. During the pilot, users provided 118 feedback responses.

Engineering 136

Engineering Feedback Construction Analytics 136

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

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 334

Healthcare Feedback Customer Service Employee engagement 334

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 374

Customer Experience Transportation Feedback Metrics 374

Beyond Philosophy

SEPTEMBER 6, 2017

Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. Allowing the agenda to pass you by in meetings. Not celebrating quick wins.

Consulting 302

Consulting Consulting Finance Metrics 302

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 131

Feedback APIs Engineering Surveys 131

ShepHyken

FEBRUARY 5, 2021

It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Talk With Your Team. Send Free Gifts.

Customer Experience 275

Customer Experience B2B Accountability Feedback 275

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 385

Customer Service Chatbots Analytics Upselling 385

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

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 131

Feedback Engineering Enterprise Technical Support 131

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 365

Customer centricity Surveys Technology Feedback 365

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 310

Feedback Customer Service Personalization Customer Support 310

Beyond Philosophy

FEBRUARY 28, 2017

You can’t meet (or ideally exceed) expectations if you don’t know what they are. 6. Meet your deadlines. Seek feedback. By getting feedback, you give yourself a chance to correct issues before they become big problems. Do your superiors have pet peeves you should know about? 2. Know what your boss expects.

Construction 327

Construction Feedback Consulting Consulting 327

ShepHyken

DECEMBER 18, 2023

Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. This is why feedback is important. ” “Listening to feedback is magic. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”

Customer centricity 250

Customer centricity Feedback Customer Experience Customer Service 250

ShepHyken

AUGUST 6, 2019

If you and your company don’t meet and exceed those expectations, you will lose customers to a company that does. What should I do with customer feedback? The employees in customer-facing roles are going to have the best understanding of the customer’s experience—their wants, needs, problems, and potential solutions to those problems.

Customer centricity 303

Customer centricity Coaching Consulting Consulting 303

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 306

Customer Service Metrics Self service Average Handle Time 306

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Failure to do so is disrespecting the customer and the business." That begins at onboarding, but must be reinforced daily. " 7.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

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 334

Feedback Customer Service Customer Experience 334

ShepHyken

AUGUST 9, 2019

First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. Send them a text message, meet them, or create a system for follow up calls. I gave them my feedback, and I felt like they actually cared and will take those recommendations into account for future guests.

Feedback 308

Feedback Sales Accountability Personalization 308

AWS Machine Learning

AUGUST 21, 2024

The Live Meeting Assistant (LMA) for healthcare solution is built using the power of generative AI and Amazon Transcribe , enabling real-time assistance and automated generation of clinical notes during virtual patient encounters. The Live Meeting Assistant (LMA) for healthcare facilitates efficient documentation following patient visits.

Healthcare 122

Healthcare Consulting Consulting APIs 122

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

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

ShepHyken

SEPTEMBER 7, 2020

Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. The author went out to four experts (myself included) and asked us, “How do you give constructive feedback that is actually constructive?” by Steve Williamson.

Construction 236

Construction Customer Service Feedback Customer retention 236

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 353

Coaching Customer centricity Accountability Feedback 353

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

delighted

APRIL 1, 2024

Even negative feedback can alert you to what needs to change in order to make your events more successful. A post-event survey is a questionnaire intended to collect valuable feedback from attendees following an event. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

Beyond Philosophy

AUGUST 10, 2020

Use Feedback from disgruntled or struggling customers to reduce Customer Effort. Look for ways to simplify your experience to meet these unsatisfied wants and create competitive differentiation with your competitors. I hope this one doesn’t need any additional explanation; it’s a no-brainer. Click here to find out more.

Customer effort 322

Customer effort Government Self service Consulting 322

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 Enterprise 195