ShepHyken

JANUARY 14, 2025

Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. Create a customer advisory board Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. Always say thank you to your customers!

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

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

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media.

Customer Service 201

Customer Service B2B Chatbots Education 201

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. One of the Big Retail CX Trends of 2024? The outcome was a customer’s newfound emotional connection that led to loyalty.

Customer Service 176

Customer Service Surveys Feedback Chatbots 176

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Create training programs and professional development workshops. Give credit where credit is due.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 110

Feedback Healthcare SaaS Coaching 110

Beyond Philosophy

JULY 13, 2023

Imagine that the person feeding all the information into the AI is a Flat Earther. It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. How might that worldview influence what comes out of the machine?

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JULY 7, 2024

Customer Journey AI: The Future of Customer Experience by Rebekah Carter (CX Today) Virtually every company is investing in the latest AI solutions to help them boost workplace efficiency and productivity, deliver more convenient and personalized customer experiences, and reduce costs. If so, what are you doing with that information?

Customer Service 209

Customer Service Best practices Marketing Customer Experience 209

PeopleMetrics

FEBRUARY 13, 2015

We were sitting with our desks in a circle, workshopping a classmate’s story. It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Not so much.

Feedback 97

Feedback Customer centricity Customer Experience Personalization 97

ShepHyken

SEPTEMBER 1, 2024

And when you combine that with certain segments of retail, such as beauty and personal care or health and wellness, you have a customer that buys on a routine basis. Building Hyper-Personalized Customer Experience in Digital: Time to Take Things Personally? Let’s see how Hyper-Personalization helps in meeting those expectations.

Customer Service 185

Customer Service Customer centricity Personalization Customer Experience 185

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.” And always check back – life moves fast and personal priorities shift. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. When I hear a script, I wonder if the person can help me. No interest in customer feedback. No personalized engagement. Not my error.

Customer Service 249

Customer Service Scripts Customer Experience Personalization 249

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 155

Customer Experience Feedback Customer centricity CRM 155

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career.

Customer centricity 243

Customer centricity Morale Finance Education 243

Fonolo

OCTOBER 26, 2022

Intrinsic motivation refers to self-fulfillment and personal satisfaction. Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback? Recognize Hard Work.

Call Center 142

Call Center Abandon rate Education Contact Center 142

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. I have added my comments about each article and would like to hear what you think too.

Customer Service 155

Customer Service B2C Feedback Marketing 155

Call Center Weekly

JANUARY 10, 2018

They want to see if they will really understand HOW the product will solve their specific, personalized challenges. Pay attention to feedback before it becomes a huge amount of data. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Consumers are increasingly less likely to provide companies with direct feedback about bad experiences, so brands need to tap into feedback where customers are giving it. That’s the first of the five ways shared in this article.

Morale 161

Morale Customer Service Chatbots Feedback 161

Beyond Philosophy

OCTOBER 3, 2024

Usually, with clients and in workshops, I use the following exercise: Close your eyes and imagine you have just landed in the Congo. Maybe the call center picked up the call quickly, and then, instead of an automatic menu, gave us a live person who seems to anticipate what we need even before we need it.

Call Center 221

Call Center Technology CRM Management 221

Toister Performance Solutions

NOVEMBER 14, 2024

Workshop planning tool ( free download ). Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. What is one way that you build personal connections over the phone? Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

AUGUST 18, 2017

For additional hints about how to improve the quality of your customer feedback, get our Genius Tips. Martha Brooke , Founder of Interaction Metrics, leads sessions and workshops on how to improve the customer experience. Read Shep’s latest Forbes Article: Verizon Unveils Personalized Rewards Program With Lady Gaga.

Surveys 206

Surveys Automotive Advertising Enterprise 206

ShepHyken

JULY 31, 2023

12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and encourage that person to keep coming back.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

AUGUST 21, 2023

Today’s customers want quick answers, personalized experiences, and zero redundant conversations. Reviews enable customers to shape perceptions, provide constructive feedback and influence others for better or worse. Clunky interfaces and slow responses won’t cut it anymore. And why shouldn’t they? Connect with Shep on LinkedIn.

Customer Service 31

Customer Service B2B B2C Construction 31

AWS Machine Learning

MAY 30, 2023

Now, Ground Truth Plus is serving customers who need data labeling and human feedback for fine-tuning foundation models for generative AI applications. In this post, you will learn about recent advancements in human feedback for generative AI available through SageMaker Ground Truth Plus.

Feedback 95

Feedback Chatbots Engineering Advertising 95

Interaction Metrics

NOVEMBER 21, 2024

Share it across departments for feedback, then apply those insights to 15 more emails. ” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are just the start, and ongoing measurement ensures the strategies stick. Work with an expert like us!

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. How to analyze customer feedback in different languages? Voice of the customer: where to start?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. Seriously, there are good tips.

Customer Service 166

Customer Service Gamification Customer retention Customer Experience 166

Fonolo

JANUARY 31, 2023

Include workshops and group activities as much as possible! As part of your formal training plan, schedule time to send staff to conventions, classes, and workshops. TIP: Using interactive online training techniques with video conferencing can give agents opportunities to engage with their team mates on a more personal level.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Kristina Evey

APRIL 28, 2015

We’ve all heard, and made, statements like this about something in either our personal or professional lives. That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. Develop a culture focused on the most important person in your company – the CUSTOMER.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

ShepHyken

MAY 28, 2023

5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. I’ve personally read nine of the eleven books featured on this list. I’ll buy the other two. Connect with Shep on LinkedIn.

Customer Service 166

Customer Service B2C Customer centricity Government 166

TechSee

AUGUST 26, 2024

Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. As with phone interactions and perhaps even moreso, the lack of personalization in chat bot interactions can be glaring. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

AUGUST 24, 2021

Also, give your agents some freedom in how they personalize their space. Explore call center training workshops, conferences, and mentoring to provide more learning opportunities. Host regular meetings to listen to your agents’ feedback, observations, and opinions. How to Create a Call Center Performance Report.

Call Center 148

Call Center Morale Best practices Contact Center 148

ijgolding

OCTOBER 6, 2014

This week will see me delivering two workshops for two different companies and I need plenty of supplies! I need my mind fully focussed on the major task for this particular Monday morning – the delivery of a ‘current state customer journey mapping workshop’ for a relatively new client. It is so easy to do!

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

REVE Chat Blog

OCTOBER 2, 2019

Customers who receive a personalized experience will return to their favorite brand to buy more in the future than disengaged customers. Omni channel customer support is all about providing consistent, personalized and seamless customer experience across multiple channels like website, social media, phone, apps or retail store.

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

Kayako

AUGUST 27, 2015

So give them what they really want: immediate and actionable feedback. These are methods worth highlighting: Hold team workshops and role playing sessions. Give timely feedback rather than save it for 1-to-1s. Timely feedback works much better than saving feedback for a 1-to-1 or performance review.

Customer Support 94

Customer Support Coaching Feedback Engineering 94