ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. It’s an Inside Job.

Feedback 258

Feedback Customer Experience Abandon rate Surveys 258

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Should You Ditch NPS for “Real Feedback”? .

Feedback 264

Feedback Customer Experience Surveys Construction 264

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.

Surveys 250

Surveys Feedback Customer Service Customer Experience 250

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 285

Surveys Customer Service B2B SaaS 285

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey.

Surveys 271

Surveys Feedback Personalization Customer Service 271

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. Unveil their personas.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

ShepHyken

NOVEMBER 22, 2017

The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey. I was tired with this survey.

Surveys 233

Surveys Feedback Customer Service Customer Experience 233

ShepHyken

NOVEMBER 10, 2020

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. After you get the feedback, you must respond to it.

Feedback 360

Feedback Surveys Technology Customer Experience 360

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Strategies. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. If some strategies need an explanation, illustrate them in a process infographic like the one.

Customer Service 385

Customer Service Chatbots Education Feedback 385

CCNG

AUGUST 16, 2023

The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. In today’s environment, surveys seem to be everywhere.

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. You’ve listened to your employees, and you’ve created better processes because of their feedback. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan.

Customer Experience 407

Customer Experience Wait times Surveys Feedback 407

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Typically, the customers who answer surveys are either very angry or very happy with your organization. Are customer surveys worth it? Why is voice of customer so important?

Customer centricity 331

Customer centricity Healthcare Employee engagement Surveys 331

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

ShepHyken

NOVEMBER 3, 2020

They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.

Customer centricity 365

Customer centricity Surveys Technology Feedback 365

ShepHyken

DECEMBER 3, 2024

About twice a year, they send out a survey. The surveys are always short, and because I like the company, I always fill them out. I told my wife, “I hope they send the survey now because I’d like to tell them what happened.” By coincidence, a survey arrived in my inbox. Send the survey at the right time.

Surveys 227

Surveys Feedback Customer Service Customer Experience 227

ShepHyken

NOVEMBER 11, 2024

15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers. My Comment: I have a strong opinion about surveys, especially bad ones. One of the Big Retail CX Trends of 2024?

Customer Service 182

Customer Service Surveys Feedback Chatbots 182

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

ShepHyken

MARCH 10, 2020

The Strategy Behind Getting and Utilizing Customer Feedback. They discuss the importance of customer feedback and strategies for getting positive reviews. If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are losing money. The Secret to Getting Customer Reviews.

Feedback 245

Feedback Surveys Personalization Customer Service 245

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. The post Call center cost reduction strategies appeared first on TechSee.

Call Center 196

Call Center Self service Gamification Contact Center 196

360Connext

JANUARY 5, 2022

It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. So, how does your CX team rise to the occasion? You’ll primarily need: Time for training new CX processes.

B2C 360

B2C Customer centricity Feedback Upselling 360

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. But monitoring it is sometimes easier said than done.

Customer Experience 364

Customer Experience Metrics Customer retention Analytics 364

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference. The data also has implications for future CX tech stack investments.

Customer Service 306

Customer Service Metrics Self service Average Handle Time 306

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 299

Customer Service Surveys Customer Experience Feedback 299

ShepHyken

FEBRUARY 7, 2017

Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey. The customer service department will happily share feedback from your customers.

Surveys 248

Surveys outsourcing Feedback Self service 248

Fonolo

AUGUST 10, 2021

Develop a strong customer care strategy. A customer care strategy should be put in place to ensure the service your agents provide is always top notch and that the customer experience stays consistent throughout your organization. A fundamental part of any service strategy is goal setting. Your best plan of action?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey!

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Here are 3 key strategies that all call center leaders should include in their customer service strategy: 1.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158