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 231

Customer Service Customer Support Feedback Technology 231

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.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

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

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

Beyond Philosophy

NOVEMBER 23, 2023

Moreover, it made it clear that even though it seems counterintuitive, given the example of my regretting a purchase, regret is a powerful tool in your marketing toolbox. As a tech-savvy person, I love electronics and pride myself on making excellent decisions. So…How Can Regret Be a Powerful Tool for You?

Feedback 195

Feedback Marketing Sales Personalization 195

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

PeopleMetrics

MARCH 11, 2025

Customers notice when a survey is slapped together with a generic, low-budget tool. 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. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. The result?

Surveys 100

Surveys Feedback Chatbots Enterprise 100

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

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

ShepHyken

OCTOBER 6, 2023

He writes about the strategies and tools to build customer loyalty. This includes smoother interactions, personalized recommendations, and a proactive approach to customer needs. Marketing Automation Platforms Marketing automation platforms enable automated customer communication for personalized messages.

CRM 164

CRM Analytics Feedback Sales 164

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. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

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

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. An experience leads to the development of perception in a person. Word of mouth is considered to be one of the strongest public relations tools used by companies across the domains.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. 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 314

Coaching Feedback Customer effort Surveys 314

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. 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. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

PeopleMetrics

JANUARY 20, 2025

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. Machine learning tools required technical expertise, often confined to teams with programming knowledge.

Analytics 118

Analytics Airlines Feedback Surveys 118

CSM Magazine

JANUARY 3, 2025

AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

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

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

TeleDirect

JANUARY 20, 2025

Solicit feedback to identify improvement areas. Leveraging Technology for Customer Loyalty Modern call centers utilize advanced tools to enhance the customer experience, such as: CRM Systems: Deliver personalized service with access to customer history. Offer goodwill gestures like discounts or loyalty points when appropriate.

Call Center 127

Call Center First call resolution CRM Best practices 127

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. Today, AI-driven tools can generate entire questionnaires in seconds.

Surveys 104

Surveys Calibration Feedback Engineering 104

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 360

Customer Experience Transportation Feedback Metrics 360

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

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 263

Customer Experience B2B Accountability Feedback 263

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? Companies that use AI tools achieve 3.5 This may sound too extreme to be true but it’s a fact.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Expectation: Customers expect personalization and want companies to understand their unique needs. Personalized customer service is about treating people as individuals. Personalized customer experiences drive up customer loyalty. Only collect vital data .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. Customer Service Trends For 2021 .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

CCNG

JULY 10, 2024

The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

AWS Machine Learning

MARCH 25, 2025

User interaction tracking In interactive applications, state management allows the system to remember user inputs and preferences, facilitating personalized experiences. You can offload the heavy lifting of managing state and context of your DIY generative AI solutions to Session Management APIs, while still using your preferred OSS tool.

APIs 109

APIs Management Government Healthcare 109

TeleDirect

MARCH 20, 2025

With customers increasingly expecting fast, efficient, and personalized support, call centers must adopt best practices and innovative strategies to meet these demands. Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

TeleDirect

MARCH 14, 2025

A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. Consistent and personalized customer interactions. Personalize Customer Interactions Customers appreciate personalized service, which builds stronger relationships and loyalty.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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

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 116

Personalization APIs Enterprise Entertainment 116

PeopleMetrics

JANUARY 13, 2025

Artificial intelligence (AI) has entered the scene, giving us tools to listen better, act faster, and predict what customers need before they even tell us. Today, AI has made it possible to listen and act on feedback across every channelemails, chats, reviews, and even voice interactionsin ways that were unimaginable back then.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71