ShepHyken

AUGUST 31, 2023

Improved customer feedback and insights Your customer satisfaction (CSAT) and net promoter scores (NPS) provide invaluable insight into how satisfied customers are with their experience. Even handling negative feedback offers valuable opportunities for growth. No more missed opportunities for a sale!

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. They also present the option to leave your number for a Customer Service agent to call you back. It isn’t just Chik Fil A that understands this concept.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. It was my responsibility to implement it, and then we would present the results. The long and short of it is nothing changed in the customer feedback from year to year.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

FEBRUARY 8, 2022

Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. ” About: Steve Peltzman is Forrester’s first Chief Business Technology Officer.

Healthcare 241

Healthcare Surveys Feedback Customer Experience 241

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Capturing this business becomes a crucial point to remain competitive moving forward, whether you sell rootie-toot-toots or rummy tum tums.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

APRIL 17, 2015

The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. During what can be a painful Customer Experience implementation process, it encourages them to meet the challenges change can present, however difficult, because they helped design it.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 118

Engineering Feedback Construction Analytics 118

ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. Empowered employees feel a greater sense of responsibility and are better equipped to address unique customer needs effectively. #4 Collect and Act on Feedback Regularly gather feedback from both employees and customers to identify areas for improvement.

Employee engagement 366

Employee engagement Morale Customer Experience Feedback 366

Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. If you think it’s terrible to have a customer complaint, you miss out on this feedback. But remember, wherever they occur, these complaints are not bad; they are excellent FREE feedback. (Complaining is something I have been doing a bit more these days.) They occur on Social Media.

Consulting 383

Consulting Consulting Call Center Metrics 383

delighted

APRIL 1, 2024

Even negative feedback can alert you to what needs to change in order to make your events more successful. A post-event survey is a questionnaire intended to collect valuable feedback from attendees following an event. Typically, post-event surveys ask about the event’s location, speakers, presentations, catering options, and more.

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

MARCH 2, 2021

Social media profiles are the new ‘showrooms’ for manufacturers to present and promote their products or services. Remember that social media provides free tools for business to advertise, engage with customers, collect feedback, and even research the competition.”. Current customers can be some of your best social media influencers.

B2B 262

B2B Advertising Marketing Feedback 262

Beyond Philosophy

MARCH 7, 2019

Let’s take a look at a few different ways you can get feedback on customer emotions. I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. However, before we get into the types and specifics of the measurement tools, I have some advice.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. Professor Melumad also said the situation also influences the review.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. The personalized experience presented does not provide value. What is a CX Data Platform? Some systems can identify user problems in online and mobile interactions. Use of a single data point.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JULY 16, 2019

Choice Architecture is nudging people in one particular direction by the way you arrange or present the options. Critics of the ballot’s wording suggest that the binary choice was misleading and the vote might have been different if they presented the options about Brexit differently. Neither would I, but I do at the movies.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 108

Feedback Engineering Enterprise Technical Support 108

Beyond Philosophy

AUGUST 15, 2020

This slant is the result of our self-presentational concerns. Also, it would be best to data-mine the survey to get more candid feedback on your experience since people tend to be more accurate about their wants and needs through their mobile devices. In other words, we don’t want to come across as a negative person.

Consulting 345

Consulting Consulting Personalization Surveys 345

Beyond Philosophy

AUGUST 20, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. Professor Melumad also said the situation also influences the review.

Transportation 870

Transportation Surveys Consulting Consulting 870

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 109

Feedback APIs Engineering Surveys 109

Beyond Philosophy

OCTOBER 12, 2017

So, ensure that when you present your products that you are living up to their expectations. Always monitor and respond to customer feedback that you receive on the various sites. Your message should adapt to all the venues they access, and it should be the same. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. While there was a live agent option, it wasn’t presented until later.

Customer centricity 241

Customer centricity Chatbots Self service Feedback 241

ShepHyken

JUNE 2, 2020

The 3-step process to redefining and expanding your influence is as follows: Make sure you get feedback instead of fluff. If you don’t ask for feedback, you will go through life based on feelings instead of facts. Deliver feedback in a supportive, kind and helpful way. Remember that your name is on every single thing you do.

Feedback 190

Feedback Accountability Customer Experience Customer Service 190

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. If you want to cover a high number of customers, you will have to be present and serve the customers through the maximum channels. . Customer Feedback and Reviews.

Feedback 223

Feedback Entertainment Surveys Banking 223

ShepHyken

SEPTEMBER 15, 2017

The data and analysis provided by AIM also creates a continual feedback loop, allowing marketers to refine and revise their content as needed. Now, the AIM platform uses available data and determines the products to present, how the content should be presented, and via which channel for each and every contact, seamlessly.

Marketing 528

Marketing Advertising Big data Personalization 528

Beyond Philosophy

JUNE 9, 2015

Hiking fees and ignoring feedback are not an excellent start for this journey. Reserve your spot at this informative webinar presented Thursday, June 17 th , 2015. . I don’t think a leopard can change its spots…but I could be wrong (it’s been known to happen.).

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

DECEMBER 19, 2020

A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn’t realize it was going to be different to presenting in the USA or UK. It was a long morning.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ProProfs Blog

AUGUST 28, 2020

It’s no secret that customer feedback is the lifeblood of all major brands and corporations. Talk to any marketer, and they will tell you at least 4 or 5 different ways to collect customer feedback. What they will also tell you is how hard it is to get actionable customer feedback. How to Present Survey Data.

Surveys 158

Surveys Feedback Marketing Sales 158

Call Center Weekly

NOVEMBER 19, 2018

Employee feedback I’ve yet to work with anyone, who enjoys denying customer requests. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Empower agents - solicit and accept feedback, and include them in the decision-making process when possible.

Contact Center 222

Contact Center Government Feedback Consulting 222

CCNG

SEPTEMBER 18, 2024

Emphasizing continuous feedback and improvement through regular audits, consistent standards, and transparent reporting is essential. A recent report by Forrester presents a stark reality: in 2024, US consumer experience ratings in service industries have hit a nine-year low, largely due to declining service quality.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

Beyond Philosophy

JULY 26, 2018

You automatically put those past experiences and expectations on what you are going to experience with the new insurance company In this way, your previous experience with an insurance company becomes your Reference Point, and we measure our present experience with it. Is it their last experience with you? Keep doing it.

Real estate 330

Real estate Morale Customer Experience Consulting 330

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. Recommendation #4: Get feedback from sources other than surveys. Companies look inside the organization to see what’s good for them. It’s rare to have a company put the customer first or even equal to themselves.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

SEPTEMBER 20, 2018

If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction. For example, if you are the CEO or a company that is in trouble, you should tell your employees the truth, that you are in trouble, and then offer up your plan to fix it. Watch the reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

JULY 13, 2016

Research shows that the emotions generated by these actions in a customer interaction are the same ones present when a person feels loved. When you personalize the experience for a person, they feel cared for, valued, appreciated. Q: Are products secondary to service? Products (and services) are part of an experience.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

JANUARY 7, 2022

Some might present concerns that resolving complaints only encourages more complaints, creating a snowball effect that grows every time a complaint is received and resolved. However, look at the volume of customer feedback you get and separate them into legitimate issues and surface-level whining.

Complaint resolution 223

Complaint resolution Entertainment Feedback Customer Experience 223

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. This presents a huge risk to the call center. Because the insight is based on 100% of their calls, it will produce much fairer performance feedback.

Contact Center 223

Contact Center Coaching Analytics Call Center 223