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. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

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 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

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

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

Toister Performance Solutions

MARCH 29, 2025

Jeff's 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. Set aside time to provide each person with coaching and feedback. The exercise files from the course.

Management 82

Management Education Coaching Best practices 82

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

Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. 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. Access to Serving Internal Customers for all participants.

Coaching 83

Coaching Best practices Feedback Customer Service 83

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

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

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 206

Customer Service Best practices Marketing Customer Experience 206

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 183

Customer Service Customer centricity Personalization Customer Experience 183

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 246

Customer Service Scripts Customer Experience Personalization 246

CSM Magazine

MARCH 14, 2025

Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Provide real-time feedback on how theyre doing and celebrate small wins to build confidence. Encourage team members to use templates or scripts for common queries but give them room to personalize responses.

Coaching 52

Coaching Customer Service Construction Feedback 52

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Use real interactions (recordings when possible) to discuss what worked and what didn’t, providing constructive feedback and recognizing improvements. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. This helps both remote and in-office agents improve performance quickly.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

CSM Magazine

OCTOBER 30, 2024

Personalize the Interaction Why it matters: Customers appreciate when they feel valued as individuals rather than just another number. Leverage AI Interactive Avatars Why it matters: AI interactive avatars can enhance customer engagement by providing immediate, personalized responses and support.

Customer Service 52

Customer Service Construction CRM outsourcing 52

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 153

Customer Experience Feedback Customer centricity CRM 153

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

CSM Magazine

MARCH 5, 2025

Personalized Communication Matters A personal approach stands as the most powerful method to express gratitude. Financial advisors build client satisfaction by recalling personal information that matters to the clients or their lives. The virtual event space now represents a beneficial method for client engagement.

CRM 52

CRM Feedback Education Personalization 52

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

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

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 153

Customer Service B2C Feedback Marketing 153

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

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 158

Morale Customer Service Chatbots Feedback 158

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

CSM Magazine

JANUARY 2, 2025

Its not just about solving issues; its about understanding the person behind them. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. That moment of connection isnt just niceits powerful.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

CSM Magazine

FEBRUARY 19, 2025

Get Feedback : Peer review and professional editing services can provide excellent insights. Writers in this field must cultivate a sensitivity to criticism and an openness to revising and refining their work based on the constructive feedback they obtain from others. Academic writing similarly values regular revision and refinement.

Customer Service 52

Customer Service Construction Feedback Education 52

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 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 205

Surveys Automotive Advertising Enterprise 205

CSM Magazine

JANUARY 2, 2025

Its not just about solving issues; its about understanding the person behind them. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. That moment of connection isnt just niceits powerful.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

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