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

PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. The result?

Surveys 100

Surveys Feedback Chatbots Personalization 100

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey.

Surveys 263

Surveys Feedback Personalization Customer Service 263

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. This is where consumer feedback proves invaluable. My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

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 268

Surveys Feedback Customer Experience Sales 268

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 249

Feedback Surveys Technical Support Personalization 249

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

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 277

Surveys Customer Service B2B SaaS 277

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . By the way, if you can’t meet in person, you can always do a virtual focus group. Keep it short and simple – even just two or three questions.

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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 448

Transportation Surveys Consulting Consulting 448

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. It also means that you don’t get a representative sample of surveys. To me, this makes sense at an intuitive level.

Transportation 870

Transportation Surveys Consulting Consulting 870

CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

Surveys 195

Surveys CCNG Airlines Consulting 195

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

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

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Customer reviews still rely heavily on real human interactions and genuine feedback from real experiences. Genuine empathy, personalized apologies, and thoughtful responses cannot yet be effectively automated by AI.

Surveys 62

Surveys B2C Best practices Feedback 62

ProProfs Blog

OCTOBER 25, 2021

Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Various customer feedback tools help you track your customers’ pulse consistently. Various customer feedback tools help you track your customers’ pulse consistently. Here we go!

Feedback 148

Feedback Surveys Enterprise Analytics 148

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. 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!

Coaching 316

Coaching Feedback Customer effort Surveys 316

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. What is content marketing?

Feedback 277

Feedback Surveys Marketing Metrics 277

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

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

MARCH 10, 2020

The Strategy Behind Getting and Utilizing Customer Feedback. They discuss the importance of customer feedback and strategies for getting positive reviews. If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are losing money. We can’t make every single person happy.

Feedback 238

Feedback Surveys Personalization Customer Service 238

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Even negative feedback can alert you to what needs to change in order to make your events more successful. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

AWS Machine Learning

DECEMBER 4, 2024

For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). Expected response: Based on the customer reviews and feedback, the sentiment surrounding our Office Supplies products is mixed. Keep the default parsing settings.

APIs 107

APIs Sales Surveys Analytics 107

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 292

Customer Service Surveys Customer Experience Feedback 292

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference. The data also has implications for future CX tech stack investments.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

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.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Use of a single data point.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

AUGUST 7, 2020

Always Ask For Customer Feedback. Disney understands its customers holistically because it consistently captures customer feedback. Their survey started with basic demographic information of the customers and moved on to ask what technology they use, what chat features they demand, and so on. Deliver Personalized Services.

Customer Service 250

Customer Service Feedback Personalization Surveys 250

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