Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CSM Magazine

OCTOBER 22, 2024

Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations. Personalization in corporate recognition can significantly impact both employee satisfaction and customer interactions.

Personalization 52

Personalization Customer Service Morale Surveys 52

ShepHyken

OCTOBER 16, 2019

Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey. The next day, you send the customer a survey.

Surveys 260

Surveys Feedback Personalization Customer Service 260

ShepHyken

JANUARY 11, 2019

Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. Why not send a personalized offer, mentioning specifically what the customer said?

Feedback 247

Feedback Surveys Technical Support Personalization 247

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. Unveil their personas.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

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. For each dimension, there are personality traits that are associated with the area.

Personalization 221

Personalization Consulting Consulting Surveys 221

CCNG

AUGUST 16, 2023

The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. In today’s environment, surveys seem to be everywhere.

Surveys 195

Surveys CCNG Airlines Consulting 195

PeopleMetrics

JANUARY 29, 2025

The Traditional Divide Between VoC and Market Research To recap, heres how VoC and market research historically differed: Market Research: Strategic, one-way communication aimed at answering big-picture questionslike pricing strategy, competitive positioning, or brand perception. Heres how: 1.

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

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. I have added my comments about each article and would like to hear what you think too.

Customer Service 183

Customer Service Healthcare Customer Experience Contact Center 183

ShepHyken

JANUARY 18, 2023

4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

Personalization 165

Personalization Advertising Surveys Customer Service 165

Interaction Metrics

NOVEMBER 21, 2024

Whether you’re tackling customer service challenges or fine-tuning your approach, these strategies will help you provide great customer service and quickly increase customer satisfaction. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. Here are my top five picks from last week. You may think I am crazy.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

Win the Customer

DECEMBER 23, 2024

Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

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. 19:03 Ryan shares that his personal learning in 2021 was about work/life balance and that he thinks little improvements in areas of his life lead to more improvements down the road.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Nicereply

OCTOBER 16, 2024

However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. It sounds like we’re talking about a person. I’ll wait.

Education 52

Education Entertainment Feedback Chatbots 52

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. In many ways, the success of your CX strategy hinges on the quality of your dataas the classic line goes, garbage in, garbage out.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan. This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

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

Fonolo

SEPTEMBER 13, 2022

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

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

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. Others help you survey customers based on location and industry or even product purchased. The respondents showed that personalization efforts are not what they should be.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

PeopleMetrics

JANUARY 30, 2025

The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? 2) Unfiltered Truth One of my favorite examples comes from a hospitality client who discovered their AI-analyzed social media feedback painted a very different picture than their traditional surveys. The ones that interrupted dinner and cost a fortune?

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

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 289

Customer Service Surveys Customer Experience Feedback 289

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

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? The secret to the success of the survey is the simplicity and speed by which the questions can be answered.

Feedback 284

Feedback Surveys Customer Service Personalization 284

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

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers.

Personalization 52

Personalization Advertising Customer retention Feedback 52

ShepHyken

MARCH 10, 2020

The Strategy Behind Getting and Utilizing Customer Feedback. They discuss the importance of customer feedback and strategies for getting positive reviews. Create both a strategy and a budget for customer reviews. When sending a survey to a customer, make sure the survey is a short one! Quotes: “Every review counts.

Feedback 236

Feedback Surveys Personalization Customer Service 236

Beyond Philosophy

MARCH 7, 2019

I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” Measuring customer emotions in real time is an essential part of your Customer Experience strategy. Tool #1: Surveys. Surveys are an oldie-but-a-goodie.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

ShepHyken

AUGUST 7, 2020

Their survey started with basic demographic information of the customers and moved on to ask what technology they use, what chat features they demand, and so on. Conduct choice-based surveys and open-ended feedback. Deliver Personalized Services. Personalization keeps your customers connected to the business.

Customer Service 248

Customer Service Feedback Personalization Surveys 248

Beyond Philosophy

MARCH 27, 2021

In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Faure-Field and his team at Equal Strategy addressed this problem in a Singapore Casino by developing a fragrance that cut through the smell of tobacco, and everyone won—just not as much as the house. Complete this short survey.

Transportation 369

Transportation Consulting Consulting Call Center 369

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. Knowing this, having a service recovery strategy in place is crucial for businesses today.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Myra Golden Media

APRIL 11, 2023

In Do More with Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential , you will learn three effective strategies to maximize the potential of your contact center. AI can free your agents to focus on complex customer issues and provide personalized service. But how can they achieve this?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156