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. One of the Big Retail CX Trends of 2024? Connect with Shep on LinkedIn.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

JANUARY 12, 2025

Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. by Nicholas Morine (RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

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). Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

OCTOBER 20, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

APRIL 23, 2024

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.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced. In the business world, this is akin to the feedback your customers give you.

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

ShepHyken

NOVEMBER 20, 2020

Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Does your team need to develop a new skill?

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

MARCH 12, 2024

Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Personalization 391

Personalization Advertising Feedback Customer Service 391

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 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

Toister Performance Solutions

NOVEMBER 14, 2024

Workshop planning tool ( free download ). Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. Set aside time to provide each person with coaching and feedback. Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Interaction Metrics

NOVEMBER 21, 2024

Share it across departments for feedback, then apply those insights to 15 more emails. ” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are just the start, and ongoing measurement ensures the strategies stick. Work with an expert like us!

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Myra Golden Media

JULY 2, 2019

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! I thought you would appreciate the feedback Thank you. You have nothing to lose!

Coaching 264

Coaching Feedback Customer Support Management 264

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, Continue for Feedback About Managers.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. Access to Serving Internal Customers for all participants.

Coaching 83

Coaching Best practices Feedback Customer Service 83

ShepHyken

FEBRUARY 27, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Surveys 236

Surveys Feedback Customer Service Customer Experience 236

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. Connect with Shep on LinkedIn.

Customer centricity 231

Customer centricity Chatbots Self service Feedback 231

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 110

Feedback Healthcare SaaS Coaching 110

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Create training programs and professional development workshops. Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Beyond Philosophy

JULY 13, 2023

It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Colin has conducted numerous educational workshops to inspire and motivate your team. Social media Data support Ticket data Customer satisfaction metrics.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JULY 7, 2024

It can be a form of feedback, but it can also be one of your best marketing strategies. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. AI is a powerful force, and we only see a small fraction of the possibilities and capabilities that it will provide.

Customer Service 206

Customer Service Best practices Marketing Customer Experience 206

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

ShepHyken

MAY 19, 2024

99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. I have added my comments about each article and would like to hear what you think too.

Customer Service 213

Customer Service Government Banking Customer centricity 213

Genroe

OCTOBER 5, 2022

Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Journey mapping 52

Journey mapping B2B Feedback Marketing 52

Real Blue Sky

NOVEMBER 25, 2024

Continuous Feedback and Coaching: Regular feedback is vital. Use real interactions (recordings when possible) to discuss what worked and what didn’t, providing constructive feedback and recognizing improvements. This can be done through self-reflection, seeking feedback, and engaging in mindfulness practices.

Construction 52

Construction Morale Feedback Coaching 52

ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. How do you know what your customers think of you?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

Myra Golden Media

NOVEMBER 20, 2019

We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class! Course Outline: Practice with Feedback. “In Walmart called Myra’s eLearning “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you

Coaching 185

Coaching Customer Care Customer Support Feedback 185

Vistio

MARCH 24, 2025

Live virtual sessions and in-person workshops help reinforce key concepts, while on-demand training allows agents to revisit materials at their own pace. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. This helps both remote and in-office agents improve performance quickly.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

CSM Magazine

MARCH 14, 2025

Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Provide real-time feedback on how theyre doing and celebrate small wins to build confidence. Run workshops that simulate real-life problems your team might encounter.

Coaching 52

Coaching Customer Service Construction Feedback 52

ShepHyken

SEPTEMBER 1, 2024

And, 3) Do you ask and take action on feedback? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. The article focuses on tips and ideas around these three questions. Connect with Shep on LinkedIn.

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

AWS Machine Learning

APRIL 27, 2023

In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks. Those confident but nonsensical explanations are even more prevalent when LLMs are trained using Reinforcement Learning from Human Feedback (RLHF), where reward hacking may occur.

Feedback 92

Feedback Calibration Benchmark Advertising 92

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Ensure that performance review is a two-way process, where employees are encouraged to provide their feedback, too.” When reviewing, it’s important to set achievable goals for your employees. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Fonolo

OCTOBER 26, 2022

Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback? How can agents feel motivated if their hard work is met with zero feedback or rewards? Radio silence.

Call Center 142

Call Center Abandon rate Education Contact Center 142

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 153

Customer Experience Feedback Customer centricity CRM 153

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. No interest in customer feedback. If a customer has feedback, a request or a complaint, they don’t care who YOU have to forward it to.

Customer Service 246

Customer Service Scripts Customer Experience Personalization 246

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. I have added my comments about each article and would like to hear what you think too.

Customer Service 153

Customer Service B2C Feedback Marketing 153

Call Center Weekly

JANUARY 10, 2018

Pay attention to feedback before it becomes a huge amount of data. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. That said, all journeys require a thorough understanding of where each customer might require that proactive support.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

CSM Magazine

NOVEMBER 25, 2024

Monitoring these delays and gathering feedback from team members can give insights into areas requiring improvement. A culture that embraces change and welcomes feedback enables teams to quickly make adjustments as necessary, keeping agile service delivery teams competitive.

Customer Service 52

Customer Service Feedback Best practices Metrics 52