ShepHyken

OCTOBER 20, 2024

The app is always learning, constantly running micro tests with user groups. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. Its library is tagged by genre, era, tempo, mood, and a long list of other characteristics.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys.

Surveys 145

Surveys Government Feedback Construction 145

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

ShepHyken

JULY 23, 2021

Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Most LMS platforms also enable workers to collaborate from a distance, so groups that are dispersed can still work as one unit.

Feedback 410

Feedback Surveys Management Employee engagement 410

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 366

Airlines Customer Service Coaching Surveys 366

ShepHyken

FEBRUARY 9, 2025

My Comment: Our friends at CallCentre Helper have once again assembled a group of experts to talk about relevant customer service and CX topics, and this time, the focus is on ways to keep customer engagement fresh and interesting. He surveyed 208 leaders in the service and CX space, asking them to share their predictions.

Customer Service 185

Customer Service Best practices Customer Experience Analytics 185

Beyond Philosophy

APRIL 16, 2022

Often organizations choose broad categories to the segments, like how much business they represent to the organization or what type of widget they buy, to group like customers together. 19:39 We reveal the final rule and Ryan explains that effective segmentation should have four to eight groupings. Complete this short survey.

Construction 66

Construction Consulting Consulting Surveys 66

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.

Call Center 136

Call Center Surveys Coaching Best practices 136

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

Beyond Philosophy

JANUARY 29, 2021

Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. However, one could predict a group of customers with specific characteristics and needs might enjoy it.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. Part of the beauty of the Net Promoter Score is the very short and concise format of the survey.

Surveys 269

Surveys Metrics Marketing Customer Experience 269

ProProfs Blog

OCTOBER 30, 2021

In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. But there’s a catch.

Surveys 139

Surveys Best practices Construction Analytics 139

ShepHyken

FEBRUARY 7, 2017

But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. A few tips from Jeremy Watkin on improving customer service: Create a Customer Service Focus Group.

Surveys 240

Surveys outsourcing Feedback Self service 240

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. If they feel disgruntled enough, they may decide to provide a survey.

Feedback 252

Feedback Customer Experience Abandon rate Surveys 252

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. The Groupon survey revealed many significant findings: 73% of respondents admitted to faking their reaction to a gift on a regular basis. I have lied about this. I’d wager you have, too. Why Customers Lie to Us.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

ShepHyken

NOVEMBER 13, 2020

The NPS score is given out of 10 but the results are divided into 3 groups. Detractors are the most dangerous group. Based on the results, you can easily see your average score and how many customers you have in each group. Promoters, neutrals, and detractors. Cons of NPS. The only way to find out is to dig deeper.

Feedback 256

Feedback Customer Experience Surveys Construction 256

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. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 349

Customer Service Customer centricity B2B Upselling 349

Beyond Philosophy

JUNE 9, 2015

My worry for them is like me they have built up a group of people that passionately dislike them. In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” Now it’s only $69, down from $107.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

MARCH 20, 2017

According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. Aberdeen group research said that organizations who effectively leverage online resources to learn about their customers (Value-ology approach) grow 21%. So what is the secret? Providing ‘value’ to the Customer.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

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. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

OCTOBER 12, 2017

Citi Retail Services , a division of Citi Group, also reported last month that 72% of Millennial parents planned to do their back-to-school shopping in a store rather than online. Moreover, a whopping 76% of Millennials research online before they buy anything but then 67% buy in-store after the research (the other 33% buy online.)

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

FEBRUARY 2, 2018

As the group made their way off the plane, the flight crew waved toward the bride-to-be with a bottle of champagne in celebration of her upcoming wedding. Great Customer Service and I will definitely book all future trips (especially group trips) with Southwest!”. 4) Customer surveys have power.

Airlines 213

Airlines Customer Service Surveys Feedback 213

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

NOVEMBER 20, 2020

Consider these meetings to keep the feedback flowing: Weekly group meetings. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). During these, you can collect suggestions, tips, and learn about issues the employees experience while working.

Customer Service 375

Customer Service Chatbots Education Feedback 375

delighted

SEPTEMBER 6, 2024

Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond. In this post, we’ll cover what a brand perception survey is, why they’re important, what types of questions to ask, and who you should be asking.

Surveys 98

Surveys Marketing Metrics Customer Experience 98

ShepHyken

DECEMBER 28, 2018

So, it stands to reason that this group is in search of ease of use when it comes to all things “online.” Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. And again, any time a member of this group can “chat” with a peer about a situation, they will.

Customer Service 261

Customer Service Self service Customer Support Scripts 261

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. Engagement with consumers is of course a key consideration in any customer experience improvement strategy, but far too many companies forget another important group of people: their own staff.

Customer Experience 353

Customer Experience Metrics Customer retention Analytics 353

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can get objective and subjective feedback.

Coaching 316

Coaching Feedback Customer effort Surveys 316

AWS Machine Learning

NOVEMBER 15, 2023

In addition, Principal needed an extensible analytics architecture that analyze other channels such as email threads and traditional voice of the customer (VoC) survey results. About Principal Financial Group Principal Financial Group and affiliates, Des Moines IA is a financial company with 19,000 employees.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

Beyond Philosophy

APRIL 30, 2015

Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets. New survey results from Colloquy confirms the disenchantment with loyalty programs, reporting that 54% of Americans are not satisfied with the reward offerings of their loyalty programs.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Beyond Philosophy

NOVEMBER 15, 2019

As I surveyed the group, I felt like I was with “my people.” However, that is enough for me to feel like I am part of the group, the In-Crowd, as it were. In some ways, having outsiders makes you feel closer as a group. I was in Apple the other day, and I had a sense that it was more like a club than a store.

Consulting 240

Consulting Consulting Surveys Marketing 240

Beyond Philosophy

MAY 8, 2021

One axis shows two groupings: other people or yourself. From this, Eyal divides liars into four groups, which include: deceitful, delusional, duplicitous, and demoralized. By dividing into these groups, you get a glimpse into some of the reasons people lie. Complete this short survey. Please tell us how we are doing!

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one. Why on earth would I want to do that?

Airlines 218

Airlines Customer Service Employee engagement Morale 218

Beyond Philosophy

JUNE 27, 2019

Surveys aren’t a reliable source because customers often won’t tell you what they really think. By monitoring a group of your customers going through the digital experience and watching for subtle changes in facial expressions, you can see how they are feeling at each stage in the experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ShepHyken

APRIL 30, 2024

For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

Entertainment 249

Entertainment Consulting Consulting Surveys 249