ShepHyken

JANUARY 7, 2025

Why is it important to get feedback in real time? How can personalization contribute to better engagement? Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly. What is human-centered design?

Government 209

Government Chief Customer Officer Customer Experience Feedback 209

ShepHyken

FEBRUARY 12, 2025

The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. This creates efficiency without sacrificing the personal touch customers value. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions.

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

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. Thats the beginning of personalization. It can when its used the right way.

Customer Service 185

Customer Service Customer retention Personalization Sales 185

ShepHyken

APRIL 13, 2025

Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity. My Comment: Our opening article is about personalization. Not all customers are the same.

Customer Service 166

Customer Service Surveys B2B Self service 166

ShepHyken

FEBRUARY 24, 2025

How can companies use digital and conversational signals to understand customer feedback better? By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.

Customer Experience 209

Customer Experience Surveys Feedback Technology 209

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

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

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. One of the Big Retail CX Trends of 2024? The outcome was a customer’s newfound emotional connection that led to loyalty.

Customer Service 176

Customer Service Surveys Feedback Chatbots 176

ShepHyken

JANUARY 14, 2025

Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. Create a customer advisory board Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. Always say thank you to your customers!

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. GDPR, CCPA).

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media.

Customer Service 201

Customer Service B2B Chatbots Education 201

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. Your Turn Are you collecting in-moment feedback?

Feedback 62

Feedback Wait times Surveys Personalization 62

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. Is there one person (or more) that you know is causing the problem? . Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it.

Customer Experience 422

Customer Experience Feedback Customer Service Personalization 422

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. However, todays customers want a personalized experience. Some very popular business sayings are potentially detrimental to your organization. Ive written full articles about some of these topics in the past.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Personalize the greeting if customer details are available.

Scripts 62

Scripts Best practices Personalization First call resolution 62

ShepHyken

JULY 13, 2022

I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. Alfia and his team created a solution for customers to leave feedback at the moment it’s needed. When Realtime Feedback was starting up, that was its mantra.

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

TMP Direct

JANUARY 20, 2025

In a world where technology is revolutionizing customer interactions, the challenge for brands lies in ensuring that personal touch remains at the core of their customer service. Whether through phone, email, or social media, customers expect a seamless experience that matches the quality they receive in-person or over the phone.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

TeleDirect

JANUARY 15, 2025

Empathy is the ability to understand and share the feelings of another person. Personalization: Adapting communication to suit the individuals preferences and circumstances. Personalization Tools: Leverage CRM systems to access customer history and preferences, enabling agents to provide personalized support.

Call Center 126

Call Center Customer Service Healthcare CRM 126

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 397

Feedback Surveys Sales Customer Service 397

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs.

Transportation 448

Transportation Surveys Consulting Consulting 448

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

NOVEMBER 11, 2024

How should companies handle feedback to improve their brand’s customer experience? They expect personalized and engaging experiences. Quotes: “To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers.

Customer Experience 166

Customer Experience Feedback Personalization Customer Service 166

ShepHyken

AUGUST 31, 2023

Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences. More cross-selling and upselling opportunities Targeting customers with personalized recommendations can generate significant revenue growth. Even handling negative feedback offers valuable opportunities for growth.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Survey B: A generic survey emailno branding, no personalization, just a standard "Click here to take the survey" link. The result? Survey A had double the response rate of Survey B.

Surveys 100

Surveys Feedback Chatbots Personalization 100

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers.

Personalization 52

Personalization Advertising Customer retention Feedback 52

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

OCTOBER 8, 2021

Behind every subscription is a person.? . Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . Lead with Empathy.

Best practices 351

Best practices Customer Service Morale Feedback 351

CCNG

DECEMBER 11, 2024

While merely a guess, that doesn’t include the additional resources required including content, but particularly the human trainers who had to review, supervise and rank data as part of its Reinforcement Learning with Human Feedback (RLHF). Its not as automated as people assume.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

Beyond Philosophy

JULY 16, 2020

Also, people remember unique experiences, as well as those that are personally relevant, meaning those with brands with which we identify (in my case, Apple). Not only does that go against the idea of getting authentic feedback, but it can also backfire. Moreover, Chen says that positive memories seem to stick longer than the negative.

Feedback 486

Feedback Consulting Consulting Government 486

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. resulting in better, faster, more personalized experiences. Investments in EX, including AI Coaching, real-time feedback, etc., The contact center industry is constantly evolving.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

DECEMBER 3, 2021

This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. 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. But we believe it can, and should, be done.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

ShepHyken

AUGUST 20, 2021

There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter. Whether they give good or bad feedback, listen to your customers and let them know you listen. Who doesn’t love a warm, heartfelt surprise? Build a Referral Program.

Enterprise 421

Enterprise B2B Feedback Marketing 421