ShepHyken

DECEMBER 3, 2024

71% assume the company or brand won’t make changes after receiving their feedback. And, if appropriate, acknowledge their specific feedback and let them know how you are using it. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Surveys 216

Surveys Feedback Customer Service Customer Experience 216

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

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 240

Surveys Feedback Customer Service Customer Experience 240

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Some very popular business sayings are potentially detrimental to your organization.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

JANUARY 14, 2025

Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. Create a customer advisory board Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. Connect with Shep on LinkedIn.

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

ShepHyken

OCTOBER 27, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Engage, Delete, Ignore or Snub? Connect with Shep on LinkedIn.

Customer Service 201

Customer Service B2B Chatbots Education 201

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 234

Customer centricity Chatbots Self service Feedback 234

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

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 176

Customer Service Surveys Feedback Chatbots 176

PeopleMetrics

FEBRUARY 13, 2015

We were sitting with our desks in a circle, workshopping a classmate’s story. It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Not so much.

Feedback 97

Feedback Customer centricity Customer Experience Personalization 97

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

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 185

Customer Service Customer retention Personalization Sales 185

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 209

Customer Service Best practices Marketing Customer Experience 209

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 209

Customer Service Customer retention Morale Customer Experience 209

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 176

Customer Service Entertainment Consulting Consulting 176

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 193

Customer Service Customer centricity Entertainment Airlines 193

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 216

Customer Service Government Banking Customer centricity 216

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

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

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 95

Feedback Calibration Benchmark Advertising 95

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 185

Customer Service Customer centricity Personalization Customer Experience 185

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

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 155

Customer Experience Feedback Customer centricity CRM 155

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

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 249

Customer Service Scripts Customer Experience Personalization 249

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 155

Customer Service B2C Feedback Marketing 155

ShepHyken

JUNE 26, 2023

Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. My Comment: Do you have a CAB (Customer Advisory Board)?

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

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

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Consumers are increasingly less likely to provide companies with direct feedback about bad experiences, so brands need to tap into feedback where customers are giving it. That’s the first of the five ways shared in this article.

Morale 161

Morale Customer Service Chatbots Feedback 161

ShepHyken

NOVEMBER 6, 2023

Consider the first “gist” the author serves up: “Customer surveys are more than just feedback tools; they’re strategic assets for brands.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Surveys should be part of your customer experience strategy.

Customer Service 180

Customer Service Self service Surveys Contact Center 180

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. One of the significant changes during COVID-19 was the lack of conferences.

Customer centricity 243

Customer centricity Morale Finance Education 243

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Employees expect and deserve feedback and guidance on their performance. One way I do that is by teaming up with the company’s Quality Assurance team. Skipping Calibration. Overwhelming Those Who Monitor and Coach.

Calibration 153

Calibration Contact Center Coaching Construction 153

Beyond Philosophy

OCTOBER 3, 2024

Usually, with clients and in workshops, I use the following exercise: Close your eyes and imagine you have just landed in the Congo. However, you should ensure that these adaptations are based upon solid customer feedback from reliable sources, whether surveys, social media, or CRM (customer relationship management) systems input.

Call Center 221

Call Center Technology CRM Management 221

ShepHyken

OCTOBER 23, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. When customers know you care, you create an emotional connection that fosters trust and loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 171

Customer Service Construction Contact Center Scripts 171