ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. What challenges do businesses face in becoming truly customer-centric?

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. ” “To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

ShepHyken

MARCH 24, 2025

by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human. Magazine) Giving back has become a central priority for business leaders across industries.

Customer Service 183

Customer Service Healthcare Customer Experience Contact Center 183

Beyond Philosophy

SEPTEMBER 10, 2019

Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. Furthermore, it addresses 13 different industry verticals and receives over 45,000 responses. Furthermore, it addresses 13 different industry verticals and receives over 45,000 responses.

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

ShepHyken

FEBRUARY 9, 2025

This article includes 15 ideas from nine industry experts. This article includes 15 ideas from nine industry experts. He surveyed 208 leaders in the service and CX space, asking them to share their predictions. Todays All-Star line-up is stacked with industry leaders who have seen it all: the good, the bad, and the ugly.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

JULY 5, 2021

(Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Even if you’re not in the hotel industry, you’ll find the results interesting. My Comment: Do your customers open your emails to them?

Customer Service 385

Customer Service Consulting Consulting Surveys 385

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 363

Airlines Customer Service Coaching Surveys 363

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. How AI is Enhancing Relationship Surveys Survey Design and Personalization AI can help create adaptive relationship surveys that adjust based on customer responses.

Surveys 62

Surveys Benchmark Wait times Self service 62

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? I love discussing the companies we love to do business with outside of our own industries, and that’s why.

Surveys 391

Surveys Customer Service Marketing 391

Beyond Philosophy

FEBRUARY 6, 2021

Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. Complete this short survey. These jobs might be the most important new jobs in business today. Please tell us how we are doing!

Finance 482

Finance Consulting Consulting Surveys 482

ShepHyken

JANUARY 8, 2021

They were the cornerstone of the service industry, and in many ways they still are. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. So, where are businesses going wrong, and what can be done differently? Make the Most of Automation.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

ShepHyken

JULY 23, 2021

Creativity is a key quality that makes you stand out in your industry. Communication is essential no matter which industry you belong to. For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand. Inspires Creativity via Discussion Forums and Feedback .

Feedback 408

Feedback Surveys Management Employee engagement 408

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. AI identifies that a longtime clients sentiment has been gradually declining over the past three quarterseven though no individual survey showed extreme dissatisfaction.

B2C 98

B2C B2B Airlines Surveys 98

ShepHyken

FEBRUARY 26, 2019

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. As a general rule, surveys should be sent out to customers within 24 hours of their experience. Keep surveys short and simple. What’s the best survey question?

Surveys 263

Surveys Feedback Marketing Customer Experience 263

Beyond Philosophy

DECEMBER 14, 2018

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.

Customer Experience 287

Customer Experience Surveys 287

ShepHyken

NOVEMBER 25, 2024

While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

ShepHyken

APRIL 6, 2022

And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” How much tolerance depends on the market or industry. You can’t ignore that more than half of the customers we surveyed said, “Great customer service is more important than price.” .

Customer Service 323

Customer Service Surveys Marketing Customer Experience 323

TeleDirect

MARCH 13, 2025

Outbound Call Center Services Outbound call centers focus on proactive customer engagement, including sales, surveys, and follow-ups. Market Research and Surveys : Conducting customer satisfaction surveys and gathering market insights. FAQs About Call Center Services Q1: What industries benefit from call center services?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

ShepHyken

MAY 6, 2020

Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. It could be a big, recognizable brand they shop with or an industry vendor they buy from in their business. Become the Ritz-Carlton of your industry.

Surveys 331

Surveys Customer Service Customer Experience 331

ShepHyken

MARCH 10, 2020

Regardless of your industry, customers are reading reviews online or on some industry forums before they decide to do business with you. If you don’t capture their feedback as they are leaving, send them a brief follow-up message within 24 hours of their experience with you and include a link to a short survey.

Feedback 236

Feedback Surveys Personalization Customer Service 236

ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

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. What happens in response to these circumstances is how the company wants to really differentiate itself from our industry peers.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

Beyond Philosophy

SEPTEMBER 28, 2016

According to industry experts, today’s hackers are so advanced that it isn’t unusual for no one to detect the breach. It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

ShepHyken

NOVEMBER 13, 2020

The Net Promoter Score (NPS) is a standard in measuring customer loyalty in almost any industry. Running a more detailed survey targeted at users who were dissatisfied with your email service will reveal why it received a lower NPS score and you can work on improving it to the betterment of your overall customer experience.

Feedback 253

Feedback Customer Experience Surveys Construction 253

ShepHyken

NOVEMBER 20, 2020

To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). He has 10+ years of experience in marketing and sales in the IT industry and enjoys sharing his knowledge with others. Try using NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).

Customer Service 371

Customer Service Chatbots Education Feedback 371

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. If you enjoyed this post, you might be interested in the following: Industry Secrets Leaked: Predicting Customer Behavior.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Calltools

FEBRUARY 5, 2025

Some 75% of companies surveyed by JP Morgan expressed optimism about their company. When you tap into the BPO industry with CallTools, you get a technological upgrade without the immediate cost of training and infrastructure overhaul. The post How CallTools Can Allow the BPO Industry to Excel appeared first on CallTools.

Interactive Voice Response 52

Interactive Voice Response outsourcing Outbound sales Business Process Outsourcing 52

ShepHyken

SEPTEMBER 24, 2021

In a Hubspot survey, 40% of salespeople said getting a response from prospects was more difficult than 2 years ago. . Combined with the ever-changing landscape of the SaaS industry, it is no wonder that sales leaders have been asked to help manage customer relationships, even though this is not their strength.

SaaS 395

SaaS Sales Customer Experience Upselling 395

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 221

CCNG Contact Center Surveys Technology 221