Beyond Philosophy

JUNE 15, 2018

How else is a person going to pay for an airline ticket in 2018? Now, to be clear, I don’t mean a shallow survey or a quick question here or there. You need to dig in and understand how your experience performs in relation to their expectations and their idea of what your product or service should cost. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

Beyond Philosophy

AUGUST 13, 2022

How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success. Please tell us how we are doing! Complete this short survey.

Personalization 221

Personalization Consulting Consulting Surveys 221

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. The post Guest Post: How to Build Your Customer Experience Roadmap appeared first on Shep Hyken.

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. It makes you feel important with personal attention and custom offers. This shows how important great experiences are in this market. Here are my top five picks from last week.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

Beyond Philosophy

APRIL 9, 2018

Those feelings of discomfort would be compounded by how we know we are making the other person feel. In the best customer relationships, there is an emotional bond and trust, just like in personal relationships. In-depth interviews can reveal a lot about what a person really thinks.

Feedback 262

Feedback Personalization Consulting Consulting 262

Beyond Philosophy

AUGUST 20, 2022

Unfortunately, few organizations know how to build them. Many customers want a proactive experience because it feels more personal, improving consumer satisfaction. It makes a person feel more important and appreciated when a system tries to recognize what they want. Please tell us how we are doing! How can we help?

Consulting 56

Consulting Consulting Customer retention Surveys 56

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. We’ve often found that this metric is often looked at but rarely ever looked into with detail to discover how to reduce the time taken. Nate Masterson @MapleHolistics. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

APRIL 6, 2018

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. The post Guest Blog: How to Keep a Tab on Customer Experience with Continuous Testing appeared first on Shep Hyken.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. How to Achieve High FCR: Empower agents with access to comprehensive information and resources.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end. Research shows that customers are 2.4

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

Beyond Philosophy

JULY 16, 2022

Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? How can we help?

Surveys 394

Surveys Consulting Consulting Customer Experience 394

Beyond Philosophy

DECEMBER 25, 2021

In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. 06:43 Colin explains how uncertainty is something human beings do not process well, and it leads to customer behavior that reflects the behavioral science theory of Loss Aversion.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls. For instance, Cookie is a 40-year-old lady who loves to explore technology.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. Most of the time, people don’t leave because of the company.

Employee engagement 229

Employee engagement Surveys Consulting Consulting 229

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? Here it is: “The next time you call us, would you want the same person to take care of you? On a scale of one to ten, how would you rate our customer service? Sounds short enough. It’s that simple.

Feedback 286

Feedback Surveys Customer Service Personalization 286

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 292

Customer Service Surveys Customer Experience Feedback 292

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. How Customer Profiling Works: 3 Effective Methods by Shopify (Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

Return Customer

JANUARY 31, 2025

They expect a shopping experience that feels personal and memorable. Key components Effective customer service relies on three main parts: responsiveness, accessibility, and personalization. How fast you respond can greatly affect how satisfied customers feel. Modern shoppers want more than good products.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

CSM Magazine

JANUARY 20, 2025

Here’s how to implement A/B testing effectively: Pick a Variable to Test : This could be a headline, call-to-action (CTA), or page layout. Personalizing User Experiences with Data Nothing makes a user feel more valued than personal touches. That’s where A/B testing comes in. Adjust your content accordingly.

Metrics 64

Metrics Feedback Analytics Scripts 64

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. However, you need to ask customers which product they value the most or how likely they are to do something in particular.

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

OCTOBER 3, 2024

Maybe the call center picked up the call quickly, and then, instead of an automatic menu, gave us a live person who seems to anticipate what we need even before we need it. However, sometimes the experience we have with a call center isn’t half bad. When we hang up, we probably say, “Well, that wasn’t what I expected!”

Call Center 221

Call Center Technology CRM Management 221

Beyond Philosophy

MARCH 12, 2022

Also, like your personal relationships, they can weather a little bad news without ending them. This episode focuses on how to create these emotional bonds with your customers and foster customer loyalty. This episode focuses on how to create these emotional bonds with your customers and foster customer loyalty. How can we help?

Banking 39

Banking Construction Consulting Consulting 39

Beyond Philosophy

FEBRUARY 16, 2022

16:14 We discuss the differences between customers regarding the channels they use to interact with a company and how data can help you provide solutions to present a consistent experience regardless of the contact made. 22:09 Colin asks about segmentation and how they use it to personalize experiences. How can we help?

Self service 221

Self service Consulting Consulting Customer Experience 221

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. At Interaction Metrics, we take a smarter approach.

Surveys 62

Surveys Benchmark Feedback Metrics 62

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Beyond Philosophy

FEBRUARY 6, 2019

There is a scarcity of knowledge on how to do better work in Customer Experience. It requires more than surveys or changing how you answer the phone. Many organizations either do not know how to tie their results to actual numbers or, worse, they have not made tracking their Customer Experience ROI a priority.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ShepHyken

MARCH 31, 2023

To understand how you can improve your odds of great customer service, you must first understand the challenges customer service reps face. Once you can empathize with them, you can better understand how to get good customer service. But that’s not how human interactions really work. What caused the reduction in burnout risk?

Customer Service 176

Customer Service Chatbots Surveys Personalization 176