ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? You want feedback. Is it a simple email request?

Feedback 234

Feedback Surveys Customer Service Customer Experience 234

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Why is customer feedback important? How can customer feedback be used to improve service? It is about regularly speaking with customers directly to deeply understand the customer. What is customer-led growth?

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Feedback Customer centricity Contact Center Surveys 334

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Surveys 277

Surveys Feedback Customer Experience Sales 277

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

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.

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Feedback Customer Experience Abandon rate Surveys 258

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.

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Surveys Feedback Personalization Customer Service 271

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”? .

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Feedback Customer Experience Surveys Construction 264

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 257

Feedback Surveys Technical Support Personalization 257

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

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

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Surveys Enterprise Consulting Consulting 279

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

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Surveys Airlines Feedback Customer Experience 395

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

Genroe

OCTOBER 21, 2024

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors.

Feedback 98

Feedback Surveys Customer Experience Management 98

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

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Keep it short and simple – even just two or three questions. Conduct a Focus Group.

Feedback 405

Feedback Surveys Sales Customer Service 405

Beyond Philosophy

OCTOBER 17, 2024

Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, I am sharing it here as well since many of you might have the same question about getting customer feedback. First, we should talk about the difference between feedback and reviews.

Feedback 195

Feedback Surveys Construction Education 195

Callminer

OCTOBER 5, 2022

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.

Feedback 182

Feedback Surveys 182

CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

Surveys 195

Surveys CCNG Airlines Consulting 195

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Even negative feedback can alert you to what needs to change in order to make your events more successful. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

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Surveys Feedback Best practices Construction 100

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

NOVEMBER 26, 2019

Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Surveys, in general, should be kept on the short side. If you are running a business, think about how you get feedback from customers. How can I make better use of customer feedback? . Sound a little technical?

Feedback 73

Feedback Analytics Surveys Customer Service 73

ShepHyken

FEBRUARY 26, 2019

Customer Feedback 101. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. In Shep’s Opening Monologue… He discusses the best way to get customer feedback. Keep surveys short and simple.

Surveys 275

Surveys Feedback Marketing Customer Experience 275

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.

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Surveys Interactive Voice Response First call resolution Feedback 150

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Many companies either ignore or miss out on the most important aspect of feedback: the voice of the customer.

Feedback 285

Feedback Surveys Marketing Metrics 285

ShepHyken

NOVEMBER 27, 2020

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. But now it’s time to open your ears even further and listen to what your customers have to say.

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Customer Experience Wait times Surveys Feedback 407

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. What a great way to do research and get feedback!

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Coaching Feedback Customer effort Surveys 323

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Talk to Your Employees.

Customer Service 385

Customer Service Chatbots Education Feedback 385

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

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

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Feedback Surveys Personalization Customer Experience 195

ShepHyken

JUNE 3, 2019

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each. My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue.

Customer Service 309

Customer Service Surveys Customer Experience Feedback 309

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

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It also means that you don’t get a representative sample of surveys. Moreover, the team found this across a wide range of domains, including the participant’s willingness to respond to sensitive questions in a survey.

Transportation 448

Transportation Surveys Consulting Consulting 448