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 356

Feedback Surveys Technology Customer Experience 356

Beyond Philosophy

NOVEMBER 23, 2023

Moreover, it made it clear that even though it seems counterintuitive, given the example of my regretting a purchase, regret is a powerful tool in your marketing toolbox. Therefore, an organization can also use customer feedback to admit you learned something, too, and their unmet expectations will result in changes to the product or service.

Feedback 195

Feedback Marketing Sales Personalization 195

ShepHyken

NOVEMBER 26, 2019

Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Natural language processing is an analytic tool that helps programs and AI ( a rtificial i ntelligence) analyze and understand “everyday” language. . If you are running a business, think about how you get feedback from customers.

Feedback 72

Feedback Analytics Surveys Customer Service 72

ShepHyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king. has limitations. .

Feedback 180

Feedback Chatbots Education Consulting 180

ShepHyken

OCTOBER 6, 2023

He writes about the strategies and tools to build customer loyalty. Integration with over 4000 applications, including CRMs like Salesforce, sales and automation tools like Zapier and Workato, and HR tools. Pricing Experience a 14-day trial period with Beaconstac’s static QR Codes.

CRM 172

CRM Analytics Feedback Sales 172

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. 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

ShepHyken

APRIL 23, 2024

In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.”

Customer Experience 356

Customer Experience Advertising Feedback Engineering 356

ShepHyken

JULY 23, 2021

Offers Collaboration Tools that Improve Teamwork . 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. .

Feedback 413

Feedback Surveys Management Employee engagement 413

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Quotes: “Being able to measure customer service gives you feedback on where to develop new strategies and implement training. After all, you can’t change what you don’t measure.

B2C 320

B2C B2B Feedback Consulting 320

ShepHyken

AUGUST 13, 2019

Journey maps can be used as effective tools to drive change and improve the customer experience. How do you get customer feedback? It’s crucial to obtain feedback and get your employees to listen to the customer. And once you get that feedback, you must do something with it. How should I use customer feedback?

Journey mapping 59

Journey mapping Feedback Customer Experience Customer Service 59

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. How can I get more customer feedback?

Surveys 271

Surveys Feedback Marketing Customer Experience 271

ShepHyken

NOVEMBER 20, 2020

Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. 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.

Customer Service 382

Customer Service Chatbots Education Feedback 382

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Word of mouth is considered to be one of the strongest public relations tools used by companies across the domains. This is where customer experience can be a remarkable tool to spread the word.

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

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.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

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. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

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.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ShepHyken

AUGUST 13, 2021

Social media is a powerful tool that can encourage customers to acknowledge a job well done. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user. It is therefore a powerful tool that can be used to build reputations and break reputations. . KFC – #KFCCrisis.

Customer Experience 382

Customer Experience Management Chatbots Accountability 382

ShepHyken

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.?

Customer Support 330

Customer Support Employee engagement Call Center Scripts 330

ShepHyken

AUGUST 24, 2021

.” “If you have the information such as trends, customer behavior, and feedback, use it to proactively serve your customers.” He founded Custify to provide a tool that helps companies get the most out of the time they spend with their customers.

SaaS 370

SaaS Upselling Customer retention Feedback 370

ShepHyken

MARCH 17, 2020

They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture. and finally, follow up on the feedback you receive. They are as follows: Develop robust customer-value management processes and tools. Lead for loyalty.

Feedback 285

Feedback Enterprise Metrics Marketing 285

CX Accelerator

NOVEMBER 7, 2023

11) have zero channels for customer feedback. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them. 11) have zero channels for customer feedback. 5) put profits before purpose. 6) do not invest in the human experience. ,

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 360

Customer Experience Metrics Customer retention Analytics 360

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

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. Hire happy people pleasers and give them the tools, training, support, and freedom from fear that they need to be successful in making guests happy. How to create a 5-Star Experience for Your Customers Every Time. Use each critical review as a trigger for continuous improvement.

Advertising 289

Advertising Marketing Feedback Customer Experience 289

ShepHyken

JANUARY 18, 2022

They discuss the four CX pillars: team, tools, process, and feedback. Tools: The world has changed in terms of how we speak to our customers. Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies.

Journey mapping 208

Journey mapping Average Handle Time Feedback Consulting 208

ShepHyken

DECEMBER 18, 2023

This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. ” “Listening to feedback is magic. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”

Customer centricity 246

Customer centricity Feedback Customer Experience Customer Service 246

CX Accelerator

JUNE 8, 2020

As he points out, “The customer isn’t actually using their voice to provide feedback.” Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

MARCH 2, 2021

Remember that social media provides free tools for business to advertise, engage with customers, collect feedback, and even research the competition.”. “Negative reviews provide an opportunity for brands to show potential and existing customers how well they handle issues and complaints.”.

B2B 262

B2B Advertising Marketing Feedback 262

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 108

Feedback Engineering Enterprise Technical Support 108

ShepHyken

MAY 4, 2021

Customer Service in the Feedback Economy. How to Leverage Customer Feedback to Provide the Best Service. They discuss how to leverage customer feedback to improve customer service. The feedback economy shifts the service model on its head. You need the right tools to harness all this feedback and take action.

Feedback 43

Feedback outsourcing Marketing Customer Service 43

CCNG

JULY 10, 2024

The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

JUNE 26, 2024

Here are a few suggestions to drive proactivity and graceful reactivity: Actionable Takeaways Encourage Open Feedback : Create multiple channels for customers and staff to provide feedback. This continuous loop of feedback can be pivotal in anticipating service needs.

CCNG 195

CCNG Employee engagement Feedback Consulting 195