ShepHyken

MARCH 10, 2020

The Strategy Behind Getting and Utilizing Customer Feedback. They discuss the importance of customer feedback and strategies for getting positive reviews. Studies have shown that reviews older than 3 months are considered irrelevant. Studies have shown that 89% of users read the replies to reviews.

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Feedback Surveys Personalization Customer Service 242

Beyond Philosophy

JULY 16, 2020

However, Chen says some studies show that your anticipatory feelings influence your memory more than your actual experience and can overwrite the real experience over time. 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).

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 356

B2C Customer centricity Feedback Upselling 356

Beyond Philosophy

DECEMBER 26, 2017

Here is some of our thinking on how to do this: • For one difference, the attributes studies should actively include a significant proportion that are customer focus-related (perhaps 40% to 50% of them). Evaluate each of the attributes based on. Evaluate each of the attributes based on.

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Surveys Enterprise Consulting Consulting 279

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

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Feedback Surveys Customer centricity Metrics 143

Beyond Philosophy

APRIL 9, 2021

I understand this concept from personal experience. Among other things, Dunbar studied how people and animals processed group sizes. He started off studying apes, chimps, and monkeys in their social networks. The number was around 150, which, through verification of other studies, became known as Dunbar’s number.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

MARCH 23, 2015

Many studies have shown the best way to get more of the behavior you like is to acknowledge it with positive reinforcement. This does not mean, however, negative feedback is never warranted. If you attack the person instead of the behavior, you can damage the business relationship. Tip #7: Make time for the person.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

ShepHyken

OCTOBER 15, 2018

In this article he covers different personalities, and why (or why not) they will talk about their experiences with you and your organization. When customers won’t comment: How to encourage customer feedback by Georgina Nelson. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 237

Customer Service Automotive Feedback Customer centricity 237

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

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.

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Consulting Consulting Personalization Surveys 345

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming.

Gamification 265

Gamification Big data Personalization Feedback 265

ShepHyken

MAY 14, 2021

A recent study by Oracle claims that around “ 35% of customers will be more comfortable staying at a hotel if the facility offers contactless payment.” Offer a personalized experience. Personalization as a brand ethos worked wonders pre-COVID and will continue to drive a positive customer experience post-COVID.

Journey mapping 246

Journey mapping Customer Experience Self service Personalization 246

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee engagement 366

Employee engagement Morale Customer Experience Feedback 366

ShepHyken

SEPTEMBER 28, 2018

A recent study shows that 43% of American workers spend at least part of their time working from a location other than a traditional office, but engagement remains a challenge when HR departments do not have the right technology to communicate with remote workers. Learning and Personal Development Software. Feedback and Analytics.

Employee engagement 275

Employee engagement Education Analytics Technology 275

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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

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 235

Construction Customer Service Feedback Customer retention 235

ShepHyken

MAY 17, 2019

Statista reports that emails personally addressed to customers had an 18.8% Recounting his experience of being remembered in a restaurant, Shep Hyken outlines the benefits of remembering customers name: it makes them feel special, personalizes the experience, creates a connection and increases chances of a return visit.

CRM 296

CRM Personalization Engineering Enterprise 296

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

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Contact Center Personalization Analytics Chatbots 106

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

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Contact Center Technology CCNG First call resolution 195

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. For example, in technical support, studies show the thing customers need even more than fixing their issue is to feel relief about whatever problem that issue was causing. We’ve all been there; sometimes a person just needs to vent. O : Adopt an open posture.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Call Center Weekly

MAY 1, 2019

Customer journeys are frictionless and fault-tolerant, because they were meticulously studied, optimized, and fortified. Harnessing Unstructured Feedback Through engagement and community building activities, there's no doubt that tomorrow's contact center professionals will be exposed to an abundance of feedback.

Contact Center 256

Contact Center Technical Support Feedback Engineering 256

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.” A Gallup Workplace Panel study found that 51% of employees were looking for a new job.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them.

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

ShepHyken

APRIL 6, 2018

The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. Randomized experience assessment studies help reach out to customers during their buying journey to understand their thought process.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

AUGUST 14, 2020

The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3. Customers appreciate personalization. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. However, videos deserve top priority.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors. We include some examples of personalized messages later in this post.

Personalization 117

Personalization Engineering Construction Transportation 117

CCNG

JULY 10, 2024

A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. Valuing agents as invaluable talent is paramount.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

delighted

AUGUST 4, 2023

However, as your program continues, regularly reviewing and digesting negative feedback can start to feel draining and defeating. You may feel like the bearer of bad news or like customers are always mad at you personally. What nice graphs and visualizations can we create with this newfound data? Let’s dive in.

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Feedback Management Surveys Personalization 79

ShepHyken

JULY 7, 2024

Yet recent studies have shown some rather bleak numbers in regard to how well brands that say they are customer-focused are actually performing. It can be a form of feedback, but it can also be one of your best marketing strategies. Do you have a strong customer experience strategy? If so, what are you doing with that information?

Customer Service 216

Customer Service Best practices Marketing Customer Experience 216

Callminer

APRIL 30, 2020

. “Realize that just like you, other factors may come to play and affect the person’s interaction with you. Assumptions and how the person perceives you may color how he judges the situation and interprets it. We often deduce information we receive based on how we view the person communicating.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Beyond Philosophy

MARCH 28, 2019

I mean, yes, it could be an issue for one person on a random Tuesday, but let’s get the product out there for everyone else! In Silicon Valley, they talk about failing faster, meaning taking lots of smaller risks instead of one big one and getting feedback quickly. It reminds me of one of my favorite phrases: Ready, Fire, Aim!

Management 359

Management Consulting Consulting Benchmark 359

ShepHyken

NOVEMBER 6, 2020

Consumer Research is not merely asking your customers what they want; although there are some valuable insights here, they may also falsify the results because they often provide feedback on what they think they want, which doesn’t always correlate to how they spend their dollars. Secondary Data. Primary Research. Analyze Data.

Marketing 215

Marketing Customer Service Consulting Consulting 215

ShepHyken

JANUARY 4, 2019

Studies show that businesses that provide a positive experience to their buyers positively impact their profitability. Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. A good onboarding process should continuously iterate and improve based on constant feedback.

Customer Service 215

Customer Service Calibration Feedback Sales 215

Beyond Philosophy

MARCH 7, 2019

Let’s take a look at a few different ways you can get feedback on customer emotions. I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” I spend a lot of time thinking about measurement tools. I stopped her and asked her why.

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Customer emotions Surveys Consulting Consulting 305