ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 205

Surveys Automotive Advertising Enterprise 205

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. To download a copy of the full study published by DataStax, please click here.].

Consulting 321

Consulting Consulting Customer emotions Surveys 321

TechSee

OCTOBER 21, 2020

Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits. Survey Results: What Customers Expect of Service Delivery during COVID-19. Service delivery companies are busier than ever.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

ShepHyken

APRIL 4, 2023

Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. How does personalization impact the bottom line? Personalization can decrease cart abandonment.

Personalization 165

Personalization Surveys Customer Experience Customer Service 165

ShepHyken

NOVEMBER 25, 2024

The Power of Customer Behavior Analysis by Mike Henry (InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

CX Accelerator

FEBRUARY 2, 2020

It’s with that in mind that I surveyed the CX Accelerator community to gather input on the topic. I then asked them to recommend a college major or field of study. Other fields of study that had more than one representative were computer science, mathematics, engineering, history, and sociology. Yael McCue. Erica Mancuso.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

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

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

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

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

ProProfs Blog

APRIL 3, 2020

No matter if you run a million-dollar business or are employed, the chances are that you have come across a survey. For most business owners, surveys have helped to quench their thirst for customer feedback. In reality, in a surprisingly similar fashion, most surveys get ignored and you can’t blame yourself for this, can you?

Surveys 139

Surveys Feedback SaaS Marketing 139

ProProfs Blog

OCTOBER 30, 2020

I can strike the right balance between my personal and professional life. The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Education 153

ShepHyken

JULY 17, 2023

According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Studies have shown that companies devoted to DEI (diversity, equity, and inclusion) earn 140% more revenue. There is a difference between equality and equity.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

MARCH 10, 2020

Studies have shown that reviews older than 3 months are considered irrelevant. Studies have shown that 89% of users read the replies to reviews. Monitor all platforms where your business has a presence and write a customized, personalized response to each and every review. We can’t make every single person happy.

Feedback 236

Feedback Surveys Personalization Customer Service 236

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. A White Coat Moment is defined as a person’s appearance helps others determine that person’s ability and personality. The Secret of a Great Customer Experience—Apple Case Study.

Consulting 338

Consulting Consulting Surveys Customer Experience 338

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. You hope this is the person to help you, but your dreams are shattered when the agent says, “I’m sorry, that’s not my department.”

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

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.” Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

AUGUST 15, 2020

In other words, we don’t want to come across as a negative person. Professor Melumad says there are two important points about these boundary conditions, which include: People are more likely to disclose personal information on their phones than their computers. This slant is the result of our self-presentational concerns.

Consulting 345

Consulting Consulting Personalization Surveys 345

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This survey by Emplifi found that 86 percent of customers said that they will leave their favorite brand after only two to three bad CX.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. My Comment: Personalization continues to be a hot topic. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

Beyond Philosophy

DECEMBER 19, 2017

Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. They include: Personalization. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Resolution.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ShepHyken

JANUARY 31, 2018

There are other studies that have similar findings, although not quite as severe as the numbers from Bain and Company. Here are just a few ideas: Survey your customers. You can use several different survey questions and techniques but just consider this one suggestion. Keep the surveys short. Is the gap really this big?

Customer Service 270

Customer Service Surveys Marketing Personalization 270

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. You hope this is the person to help you, but your dreams are shattered when the agent says, “I’m sorry, that’s not my department.”

Customer Support 206

Customer Support Surveys Customer Service Personalization 206

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. (I wrote a book on it!)

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. What Is Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

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. Disney’s customer service works on the concept of “guestology,” which is the study of their guests.

Customer Service 248

Customer Service Feedback Personalization Surveys 248

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. A Gallup Workplace Panel study found that 51% of employees were looking for a new job. And always check back – life moves fast and personal priorities shift.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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. This is a good resource to study before you hire the next person that will be on the front-line, representing your organization as a “customer experience professional.”.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

ShepHyken

MAY 17, 2019

Statista reports that emails personally addressed to customers had an 18.8% Recounting his experience of being remembered in a restaurant, Shep Hyken outlines the benefits of remembering customers name: it makes them feel special, personalizes the experience, creates a connection and increases chances of a return visit.

CRM 288

CRM Personalization Engineering Enterprise 288

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. So, how does your CX team rise to the occasion?

B2C 346

B2C Customer centricity Feedback Upselling 346

Acquire BPO

AUGUST 28, 2024

Acquire BPO, a global leader in customer experience and business process outsourcing , partnered with the third-party survey platform Pollfish to explore consumer sentiment insights and how companies can proactively map out their AI customer experience strategies to ensure positive interactions. Pollfish surveyed the experiences of 600 U.S.

Chatbots 98

Chatbots Business Process Outsourcing Surveys Customer Support 98

Beyond Philosophy

JULY 12, 2018

The belief is based on personal expertise or experience. It’s based on my personal experience because I use Apple products all the time. We find it reveals different information than a survey question. Triangulation refers to combining research methods to study the same behavior. Objective findings are verifiable facts.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

ShepHyken

APRIL 6, 2018

Randomized experience assessment studies help reach out to customers during their buying journey to understand their thought process. 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.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

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. Customer Experience Roadmap Case Study. What Happens When You Don’t Have a Clear Strategy?

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. Companies that can deliver on personalization are able to deliver value that makes price less relevant and fosters return business.

Customer Service 235

Customer Service Marketing Personalization Customer Experience 235