ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. What a great way to do research and get feedback! It’s one thing to ask your customers for feedback. Do you have access to them?

Coaching 320

Coaching Feedback Customer effort Surveys 320

ShepHyken

MAY 31, 2019

Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Use customer feedback constructively. Listen to the feedback that your customers give you online and use it to influence your next move.

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

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

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 339

Journey mapping Upselling CRM Feedback 339

Beyond Philosophy

DECEMBER 10, 2018

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. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

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 359

Best practices Customer Service Morale Feedback 359

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

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 216

Government Chief Customer Officer Customer Experience Feedback 216

Beyond Philosophy

MAY 22, 2017

On the other hand, a good social media management strategy can enhance the public’s perception of the business – again, even when they have no personal engagement experience with your brand – and improve the Customer Experience. Getting Personal. Online Access to Information. Neither stands in isolation.

Consulting 360

Consulting Consulting Feedback Personalization 360

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

Feedback 195

Feedback Surveys Personalization Customer Experience 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

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 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

NOVEMBER 27, 2020

You’ve listened to your employees, and you’ve created better processes because of their feedback. A great customer survey will be targeted to the right people, be as distinct as possible, and be void of personal questions and biased opinions.

Customer Experience 406

Customer Experience Wait times Surveys Feedback 406

ShepHyken

AUGUST 7, 2020

Always Ask For Customer Feedback. Disney understands its customers holistically because it consistently captures customer feedback. Disney also provides an option for in-app feedback and email suggestions to its customers. To understand your customers, continuously ask for their feedback. Deliver Personalized Services.

Customer Service 254

Customer Service Feedback Personalization Surveys 254

ShepHyken

MAY 6, 2019

Team Support) Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. My Comment: Does your business have an app?

Customer Service 302

Customer Service Customer centricity Feedback Personalization 302

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Many companies either ignore or miss out on the most important aspect of feedback: the voice of the customer. So, listen.

Feedback 283

Feedback Surveys Marketing Metrics 283

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 356

B2C Customer centricity Feedback Upselling 356

Myra Golden Media

OCTOBER 1, 2021

They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Several people have written in looking for help to improve the friendliness factor in phone calls.

Feedback 310

Feedback Personalization Customer Experience 310

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 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

MAY 14, 2021

Offer a personalized experience. Personalization as a brand ethos worked wonders pre-COVID and will continue to drive a positive customer experience post-COVID. As per data, “ 80% of customers are more likely to make a purchase when brands provide a personalized experience.”

Journey mapping 246

Journey mapping Customer Experience Self service Personalization 246

ShepHyken

AUGUST 18, 2020

Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell. 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.

Feedback 309

Feedback Customer Service Personalization Customer Support 309

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 423

Enterprise B2B Feedback Marketing 423

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

ShepHyken

AUGUST 27, 2021

An experience leads to the development of perception in a person. They look for recommendations from a 3 rd party or another person. Seeking feedback from the customers helps a company to segregate the experience on these phases. Creating personal relationships to build trust .

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

ShepHyken

APRIL 2, 2021

This statistic points to the fact that modern customers are looking for humanized customer support that understands their pain points and can give them personalized responses to their needs. It’s how you handle that feedback that makes a difference. The data also has implications for future CX tech stack investments.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

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. Apologize In Person. Talk With Your Team.

Customer Experience 272

Customer Experience B2B Accountability Feedback 272

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. Send personalized relevant messages.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Beyond Philosophy

JUNE 12, 2017

On a personal level, complaining too much is bad because it reinforces negative thoughts and makes people dread being around you. I was browsing in a shop a few weeks ago and ended up in an extended, one-sided discussion about the difficulty of competing with larger retailers and the owner’s personal health struggles.

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

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 180

Customer Service Feedback Personalization Customer Experience 180

ShepHyken

OCTOBER 22, 2021

Personalize your customer avatars and have your team members learn about them. 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. Empower Your Service Team. Conclusion .

Customer Experience 387

Customer Experience Management Finance Banking 387

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. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization? Failure to do so is disrespecting the customer and the business."

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant.

Personalization 102

Personalization APIs Enterprise Entertainment 102

Beyond Philosophy

AUGUST 15, 2020

In other words, we don’t want to come across as a negative person. Professor Melumad says there are two important points about these boundary conditions, which include: People are more likely to disclose personal information on their phones than their computers. This slant is the result of our self-presentational concerns.

Consulting 345

Consulting Consulting Personalization Surveys 345

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 200

Customer Service Customer centricity Entertainment Airlines 200