ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? Heres how to do it.

Customer Service 187

Customer Service Customer retention Personalization Sales 187

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 212

Customer Experience Surveys Feedback Technology 212

ShepHyken

OCTOBER 27, 2024

The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers. Topics include automation, personalization, 24/7 support, and more. Engage, Delete, Ignore or Snub?

Customer Service 205

Customer Service B2B Chatbots Education 205

ShepHyken

SEPTEMBER 29, 2023

When employees feel valued, supported, and empowered within their roles, they are more likely to deliver personalized and empathetic service. Recognizing and embracing this synergy is not just a strategy; it’s a necessity in today’s competitive marketplace. FAQs How do we define customer experience?

Employee engagement 363

Employee engagement Morale Customer Experience Feedback 363

ShepHyken

JANUARY 14, 2025

These are easy-to-implement strategies and tactics. Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. This is an opportunity for you to get feedback that will not only improve the experience for employees butalso be felt by customers.

Customer Service 177

Customer Service Feedback Personalization Customer Experience 177

Callminer

APRIL 30, 2020

The best agents are able to keep their own emotions under control while effectively dissolving tension between themselves and upset customers, but even the best perform better with clear strategies they can leverage. ” – Chris Westfall, Five Negotiation Strategies When Traditional Customer Service Fails , Forbes; Twitter: @forbes.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Beyond Philosophy

FEBRUARY 6, 2019

Recommendation #4: Get feedback from sources other than surveys. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. The post Customer Experience ROI: How You Prove You Understand Customer Experience Strategy appeared first on.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

PeopleMetrics

JANUARY 29, 2025

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Both approaches provided value but served different purposesmarket research for strategy, VoC for day-to-day operations.

Marketing 116

Marketing Airlines Surveys Feedback 116

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

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? How should companies handle feedback to improve their brand’s customer experience? The new generation of customers interacts with brands differently.

Customer Experience 167

Customer Experience Feedback Personalization Customer Service 167

Nicereply

OCTOBER 16, 2024

However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. It sounds like we’re talking about a person. I’ll wait.

Education 52

Education Entertainment Feedback Chatbots 52

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

Interaction Metrics

NOVEMBER 21, 2024

Whether you’re tackling customer service challenges or fine-tuning your approach, these strategies will help you provide great customer service and quickly increase customer satisfaction. Share it across departments for feedback, then apply those insights to 15 more emails. Are customers noticing the changes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

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

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 238

Customer Service Customer Support Feedback Technology 238

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. How AI is Beginning to Transform VoC AI is starting to reshape how VoC platforms collect, process, and analyze feedback. Heres a few trends that are happening now: 1.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

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 423

Customer Experience Feedback Customer Service Personalization 423

ShepHyken

AUGUST 31, 2023

Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences. 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 336

Journey mapping Upselling CRM Feedback 336

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

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. Strategies for Fostering Empathy in Call Centers Comprehensive Agent Training: Include empathy as a core component of training programs.

Call Center 126

Call Center Customer Service Healthcare CRM 126

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

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. You’ve listened to your employees, and you’ve created better processes because of their feedback. This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop.

Customer Experience 403

Customer Experience Wait times Surveys Feedback 403

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Suddenly, businesses could gather feedback continuously, reach every customer (not just a sample of them), and act on customer feedback in real-time. The ones that interrupted dinner and cost a fortune?

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. In many ways, the success of your CX strategy hinges on the quality of your dataas the classic line goes, garbage in, garbage out.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. For specific strategies you can use, keep reading. That’s personalization in action. But if its low, what can you do to improve it?

Customer retention 62

Customer retention Metrics Surveys Advertising 62

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 269

Customer Experience B2B Accountability Feedback 269

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. So, how does your CX team rise to the occasion? What does a “well-designed customer success program” even look like?

B2C 353

B2C Customer centricity Feedback Upselling 353

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

CSM Magazine

MARCH 3, 2025

In this article, well explore what email warming is, why it matters, and how you can implement a strategy that boosts your sender reputation while maximizing engagement. Lets dive deeper into how you can create an effective email warm-up strategy. What Is Email Warm-Up and Why Does It Matter?

Metrics 52

Metrics Feedback Marketing Best practices 52

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 300

Customer Service Self service Metrics Average Handle Time 300

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

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. So, why settle for less?

Surveys 62

Surveys Benchmark Feedback Metrics 62

ShepHyken

OCTOBER 22, 2021

The first step in building this strategy should establish a set of guiding principles that everyone can learn by heart so they are always at work. Personalize your customer avatars and have your team members learn about them. A customer experience strategy is not a one-time occurrence. Empower Your Service Team. Conclusion .

Customer Experience 383

Customer Experience Management Finance Banking 383

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 243

Journey mapping Customer Experience Self service Personalization 243

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 355

Best practices Customer Service Morale Feedback 355