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 360

B2C Customer centricity Feedback Upselling 360

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 323

Coaching Feedback Customer effort Surveys 323

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 407

Customer Experience Technical Support Finance Customer advocacy 407

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

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

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. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

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 374

Customer Experience Transportation Feedback Metrics 374

ShepHyken

SEPTEMBER 28, 2018

Collaboration and Communication Tools. There are several HR technology tools that lend a hand in this arena, giving employers a way to keep employees engaged via communication with peers and management from anywhere, anytime. Learning and Personal Development Software. Enhanced Scheduling and Work-Life Balance Tools.

Employee engagement 275

Employee engagement Education Analytics Technology 275

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 257

Customer Service Feedback Personalization Surveys 257

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 302

Customer Experience Feedback Customer centricity Customer retention 302

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 275

Customer Experience B2B Accountability Feedback 275

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 270

Customer Experience Advertising Employee engagement Sales 270

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 385

Customer Service Chatbots Analytics Upselling 385

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

ShepHyken

JANUARY 18, 2022

They discuss the four CX pillars: team, tools, process, and feedback. Tools: The world has changed in terms of how we speak to our customers. It’s not always in person anymore. Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business.

Journey mapping 212

Journey mapping Average Handle Time Feedback Consulting 212

ShepHyken

MARCH 2, 2021

Social media is a great opportunity to engage with your customers and marketing efforts on a personal level. Remember that social media provides free tools for business to advertise, engage with customers, collect feedback, and even research the competition.”.

B2B 266

B2B Advertising Marketing Feedback 266

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. This effect is more pronounced than ever.

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

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. Instead of investing in testing specific hypothesis using A/B or multivariate testing tools , it is a good idea to instead invest in tools that offer session recording of real users.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. Provide necessary tools. Employees are only as productive as the available tools allow them to be. Ask for feedback. Make eye contact and use people’s names.

Customer Service 416

Customer Service Morale Sales Coaching 416

ShepHyken

NOVEMBER 15, 2019

Further, when you want customizable features such as artificial intelligence applications (see below), you don’t have to buy expensive enterprise tools or hire the technical experts required to use them. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 257

Interactive Voice Response Customer Experience Self service Contact Center 257

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 298

CRM Personalization Engineering Enterprise 298

CX Accelerator

JUNE 8, 2020

In his response, ,, Zeisler says, “Walking in the customer’s shoes is the greatest way to experience what your customers are experiencing themselves and the greatest way to personally experience what the gap is between what you want that experience to be and what it actually is.”. The first is ethnographic testing.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. is a great tool that is used by companies such as Yum! Turning your body away from another person while you talk to him or her can lessen your degree of contact with that person. We’ve all been there; sometimes a person just needs to vent. I would be too.”

Customer Service 341

Customer Service Personalization Sales Technical Support 341

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

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.” Invest in powerful tools and necessary services to streamline workflow.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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

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

ShepHyken

JANUARY 13, 2023

Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback. There are plenty of tools you can use to automatically send out a survey via email, even allowing you to choose your own questions and receive feedback as soon as the customer completes it. Thank your customers.

Feedback 203

Feedback Surveys Metrics Personalization 203

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.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Beyond Philosophy

APRIL 9, 2021

I understand this concept from personal experience. She has a larger personal social number overall because she spends more time on it than I do. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles. At its core, social media is social.

Management 391

Management Accountability Consulting Consulting 391

Steve DiGioia

MARCH 9, 2020

Ok, we all know that’s a load of BS because they certainly care more about selling your personal information than using it to “improve and enhance the user experience”. Identify the “forgotten” parts of business and use these proven methods and tools to reevaluate your business to reach optimal performance. service improvement plan.

Advertising 310

Advertising Sales Feedback Consulting 310

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. Quotes: “Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person.”

Coaching 323

Coaching Personalization Customer Service Management 323

Steve DiGioia

APRIL 27, 2020

But plans aren’t foolproof, nor is the person who came up with it. Let’s delve further into some continuous improvement tools and methodologies as told by the Rever Team. When it comes to continuous improvement tools, Gemba walks can be particularly powerful. I respond by saying, “Why are you married to your ideas? Gemba Walks.

Journey mapping 227

Journey mapping Feedback Personalization Management 227