ShepHyken

APRIL 13, 2018

Before Soliciting Feedback. CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority. At its most basic, a survey is any set of questions you ask your customers and invite them to respond.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Performance Monitoring and Feedback: Monitor agent performance to identify improvement areas and provide clear, actionable feedback promptly.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

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. 5 Effective Ways to Analyze Survey Data.

Surveys 158

Surveys Feedback Marketing Sales 158

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

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.

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

DECEMBER 3, 2021

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. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

Surveys 147

Surveys Education Feedback Marketing 147

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 182

Customer Service Surveys Feedback Chatbots 182

ProProfs Blog

SEPTEMBER 24, 2020

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . As a brand, you need to make sure that they are treated well and get what they want to get exceptional customer feedback in return. . Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

ShepHyken

MARCH 18, 2019

My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback. It’s another to properly use that feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James.

Customer Service 235

Customer Service Customer centricity Feedback Surveys 235

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Surveys 147

Surveys Customer Experience Advertising Feedback 147

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.

Customer Service 306

Customer Service Metrics Self service Average Handle Time 306

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

ShepHyken

JULY 26, 2019

Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls. Much less price-sensitive.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

ShepHyken

AUGUST 27, 2021

The drastic changes in customer behavior and online trends make it a daunting task to keep a customer base happy and loyal. Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. Seeking feedback from the customers helps a company to segregate the experience on these phases.

Customer Experience 407

Customer Experience Technical Support Finance Customer advocacy 407

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Here is a disturbing new trend, machines in airport bathroom you get to touch AFTER using the bathroom. After every call, email, purchase, there’s a survey.

CCNG 195

CCNG Airlines Surveys Feedback 195

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 78

Surveys Feedback Banking Best practices 78

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 323

Customer Service Surveys Customer Experience Accountability 323

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

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 236

Construction Customer Service Feedback Customer retention 236

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. By utilizing recordings in this way, companies can categorize their calls and search for trends in customer behavior (e.g.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

ShepHyken

SEPTEMBER 28, 2018

Career pathing has become increasingly important in reversing the trend of lacking engagement, but many organizations struggle with how to give employees the tools they need for designing, implementing and monitoring career trajectories. Feedback and Analytics.

Employee engagement 275

Employee engagement Education Analytics Technology 275

CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. ,,, How VOC Tools Work , Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Contact Center Pipeline

AUGUST 13, 2019

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. Last year, the Customer […].

Contact Center 164

Contact Center Feedback Surveys Analytics 164

ShepHyken

APRIL 6, 2018

The objective of this process is to reduce the time it takes for developers to gather user feedback data and use it to tweak the product. Disney Store uses a tool that pops out a short survey once in a while during the buying process to understand the customer’s thoughts.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

delighted

MARCH 15, 2023

To do that, you need to know what experiences need improving – which requires regularly reviewing all customer feedback, positive and negative. Email digests allow you to see your feedback at a glance, capturing a subset of the responses you’ve received and delivering them to your email.

Feedback 92

Feedback Accountability Surveys Metrics 92

ShepHyken

FEBRUARY 16, 2020

Small Business Trends) Ready to win back a customer after a bad customer service complaint? My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. Beyond sales suggestions, we’re seeing this pop up in suggestions for maintenance, upgrades and more. It may already be too late.

Customer Service 268

Customer Service B2B Journey mapping Best practices 268

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. I’m a fan of surveys, but only if they are done correctly.

Customer Service 188

Customer Service Self service Surveys Contact Center 188

delighted

DECEMBER 5, 2022

Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI).

Surveys 92

Surveys Feedback Best practices APIs 92

ShepHyken

JUNE 29, 2018

Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems. Of course, the most obvious way of collecting feedback is through customer surveys.

Customer Service 206

Customer Service Feedback Coaching Management 206

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. The consumer trends that will shape 2023 are: Consumer loyalty will be won through personal connections, not pure efficiency. Read the full Consumer Trends Report 2023 here.

Airlines 98

Airlines Wait times Feedback Metrics 98

ShepHyken

NOVEMBER 6, 2020

Consumer Research is not merely asking your customers what they want; although there are some valuable insights here, they may also falsify the results because they often provide feedback on what they think they want, which doesn’t always correlate to how they spend their dollars. Secondary Data. Analyze Data.

Marketing 218

Marketing Customer Service Consulting Consulting 218

Beyond Philosophy

DECEMBER 9, 2021

So, the point of that story is not to disparage salad eating behavior at theme parks or shame people for wanting to eat junk and later lie about why they did on a survey. Customer behavior is complicated, particularly regarding providing positive feedback. ” and that’s it, you don’t have any specific area feedback.

Construction 221

Construction Feedback Surveys Sales 221