ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not). The topic of this very robust article is on the “Stay Interview.”

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

OCTOBER 20, 2024

Furthermore, a Deloitte study backs this up by finding that customers spend 34% more on brands that personalize. My Comment: Here’s another article on the power of a personalized experience. The author mentions my research that 81% of customers feel that personalization is important, and they respond with their wallets.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. The second key takeaway from this study is that the reviews written on phones were more persuasive. It’s just another example of how small things can affect customers and their feedback.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JULY 23, 2021

According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. . Inspires Creativity via Discussion Forums and Feedback . We are in the middle of a skills gap crisis.

Feedback 408

Feedback Surveys Management Employee engagement 408

24-7 InTouch

NOVEMBER 11, 2024

We received positive feedback from previously unhappy agents who now love the ease and efficiency of their job after using Sidd Pro. The post Case Study: AI-Driven Strategies to Cut Seasonal Ramp Time appeared first on IntouchCX. Also, the generated responses were perfect!“

First call resolution 52

First call resolution Morale Consulting Consulting 52

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. The long and short of it is nothing changed in the customer feedback from year to year. Scientific studies often show that one small change produces enormous outcomes.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

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

TeleDirect

DECEMBER 25, 2024

Maintain Quality Standards Regularly evaluate agent performance and customer feedback. Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events. Use secure systems and protocols to prevent data breaches.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Beyond Philosophy

AUGUST 20, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. The second key takeaway from this study is that the reviews written on phones were more persuasive. It’s just another example of how small things can affect customers and their feedback. .

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. To download a copy of the full study published by DataStax, please click here.]. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JULY 16, 2020

However, Chen says some studies show that your anticipatory feelings influence your memory more than your actual experience and can overwrite the real experience over time. Not only does that go against the idea of getting authentic feedback, but it can also backfire. Consider the post-experience.

Feedback 486

Feedback Consulting Consulting Government 486

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. Studies have shown that reviews older than 3 months are considered irrelevant. Studies have shown that 89% of users read the replies to reviews.

Feedback 236

Feedback Surveys Personalization Customer Service 236

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. According to the Kibo study of 3,000 respondents in the U.S. Moreover, 68% said price is the biggest reasons they shop where they do.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 229

Customer Service Automotive Feedback Customer centricity 229

Beyond Philosophy

DECEMBER 26, 2017

Here is some of our thinking on how to do this: • For one difference, the attributes studies should actively include a significant proportion that are customer focus-related (perhaps 40% to 50% of them). Evaluate each of the attributes based on. Evaluate each of the attributes based on.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

AUGUST 31, 2023

According to the Zendesk study, 73% of customers will switch to a competitor after multiple bad customer experiences. 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.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

AUGUST 11, 2017

Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Feedback must include elucidating comments, not just numbers.

Customer centricity 239

Customer centricity Feedback B2C Customer Experience 239

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. The principles of behavioral economics, which is the study of how psychology affects human behavior concerning buying decisions, provide this knowledge.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

APRIL 9, 2021

Among other things, Dunbar studied how people and animals processed group sizes. He started off studying apes, chimps, and monkeys in their social networks. The number was around 150, which, through verification of other studies, became known as Dunbar’s number. However, this isn’t a surprise.

Management 391

Management Accountability Consulting Consulting 391

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Feedback 118

Feedback Surveys Marketing Customer Experience 118

AWS Machine Learning

MARCH 18, 2025

Use case 1: Audio-to-text translation and LLM integration for clinical trial patient interactions In the domain of clinical trials, effective communication between patients and physicians is crucial for gathering accurate data, enforcing patient adherence, and maintaining study integrity.

Healthcare 87

Healthcare Analytics Technology Consulting 87

ShepHyken

SEPTEMBER 17, 2021

One study shows that 80% of consumers care as much about the experience a company provides as about its products and services. And 54% in another study said the customer experience at most companies needs improvement. .

Customer Experience 281

Customer Experience Consulting Consulting Customer Care 281

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. They can also provide useful feedback and build brand-based communities. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

MARCH 23, 2015

Many studies have shown the best way to get more of the behavior you like is to acknowledge it with positive reinforcement. This does not mean, however, negative feedback is never warranted. You must give them time to adjust to the new system and take in the feedback they receive. Don’t give up too soon.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee engagement 356

Employee engagement Morale Customer Experience Feedback 356

ShepHyken

SEPTEMBER 7, 2020

Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. The author went out to four experts (myself included) and asked us, “How do you give constructive feedback that is actually constructive?” by Steve Williamson.

Construction 232

Construction Customer Service Feedback Customer retention 232

Beyond Philosophy

JUNE 15, 2017

Numerous studies have shown that Millennials need to know that their work is meaningful and they have accomplished something. To engage Millennials, give them feedback about their performance early and often. Here are three things you can do today to try to engage your millennial employees: Communicate how their work matters.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

TechSee

JUNE 16, 2021

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use. Visual assistance adoption case study: WCTel.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

Beyond Philosophy

AUGUST 13, 2020

It is interesting to note here that 24 percent of repeat calls in their study stems from an emotional disconnection between customers and representatives. Use feedback from disgruntled or struggling customers to reduce Customer Effort. Customer feedback is essential to fostering customer-driven growth from your experience.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

JUNE 23, 2020

The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Above all, make sure you do something with customer feedback once you receive it.

Surveys 186

Surveys Feedback B2B Metrics 186

Beyond Philosophy

AUGUST 15, 2020

Study participants found the emotional content more compelling than other reviews. 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. Focus on smartphone-generated content for persuasive reviews.

Consulting 345

Consulting Consulting Personalization Surveys 345