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.

Surveys 279

Surveys Enterprise Consulting Consulting 279

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 231

Surveys Feedback Customer Service Customer Experience 231

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

ShepHyken

JULY 23, 2021

Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . Here’s why: . Simplify Employee Skill Development .

Feedback 413

Feedback Surveys Management Employee engagement 413

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.? . For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Conduct a Focus Group.

Feedback 402

Feedback Surveys Sales Customer Service 402

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.

CCNG 195

CCNG Contact Center Surveys Coaching 195

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 223

Surveys Feedback Customer Service Customer Experience 223

CCNG

MAY 6, 2021

If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. We had just come from training and hadn’t received much practice.

Call Center 195

Call Center Banking Technology Surveys 195

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). And, they can’t do it on their own.

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. You’ll primarily need: Time for training new CX processes. Regularly update training materials based on customer feedback. What does a “well-designed customer success program” even look like?

B2C 356

B2C Customer centricity Feedback Upselling 356

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!

Coaching 320

Coaching Feedback Customer effort Surveys 320

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

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 308

Customer Service Surveys Customer Experience Feedback 308

ShepHyken

MAY 10, 2021

As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Go to The Customer Focus™ to learn more about our customer service training programs. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 406

Customer Service Customer Support Surveys Self service 406

ShepHyken

DECEMBER 27, 2022

Typically, the customers who answer surveys are either very angry or very happy with your organization. When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience. Are customer surveys worth it? Why is voice of customer so important?

Customer centricity 327

Customer centricity Healthcare Employee engagement Surveys 327

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

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. But, are you asking the questions the right way?

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

Beyond Philosophy

AUGUST 20, 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 870

Transportation Surveys Consulting Consulting 870

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. Continuous Training . Continuous training is key to a contact centre’s longevity and performance. As technology and social circumstances change, training procedures must also keep up to date.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

ShepHyken

DECEMBER 3, 2021

Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

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. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 180

Customer Service Surveys Feedback Chatbots 180

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. Our Customer Service department did a customer survey every year. The long and short of it is nothing changed in the customer feedback from year to year. Then you can look at it in real-time.”

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

NOVEMBER 27, 2018

Instead of always ending the customer experience with the survey, you can take an extra step by listening to your customers on places like social media. The goal is to be where your customers are when they want to provide feedback. They are great communication and training tools for employees. How can you listen to customers?

Journey mapping 283

Journey mapping Customer centricity Surveys Feedback 283

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

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

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 want accessibility to be part of their experience. This stat is just one part of their strategy to raise the standard for keeping Customers happy.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

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

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. Replacing and training your employees is costly, so their satisfaction ties directly to your bottom line. While tricky, agent satisfaction surveys can help you come close. Structuring your agent satisfaction survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

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

SEPTEMBER 24, 2021

In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. . If a prospect searches online or reaches out to their network to find out how you treat your customers after a sale then you want the feedback to be glowing. In-depth client understanding.

SaaS 402

SaaS Sales Customer Experience Upselling 402

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. Others help you survey customers based on location and industry or even product purchased. Some systems can identify user problems in online and mobile interactions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. They have to overcome a reputation and work hard to train the government employees.

Customer Service 357

Customer Service Customer centricity Government Upselling 357

Beyond Philosophy

MARCH 7, 2019

Let’s take a look at a few different ways you can get feedback on customer emotions. Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option. Moreover, there is a lot of history with surveys.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

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