ShepHyken

MARCH 31, 2021

This time I want to share a few tips on what to do for these special days that are observed throughout the year. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Focus on Feedback. Conduct a Focus Group.

Feedback 395

Feedback Surveys Sales Customer Service 395

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

Callminer

JANUARY 18, 2021

Agent Management Tips for International Call Centres. ” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. ” – Jasmine Somaiah, 8 Training Tips To Boost Call Center Communication Skills , CallHub; Twitter: @CALLHUB. Prioritise training new agents.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ShepHyken

JULY 3, 2020

In this post, we will walk you over the nine best tips on how to maximize your e-commerce customer service. On that note, you can utilize a 24-hour answering service so that your prospects are always communicating with a live person. Provide Personalized Support. Offer 24-Hour Phone Support. Use Live Chat.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

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

ShepHyken

AUGUST 14, 2020

Here are tips that can help ensure improved CX even while the world is facing the coronavirus crisis. #1. Customers appreciate personalization. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. Becoming a partner in every consumer’s life.

Customer Experience 254

Customer Experience Entertainment Sales Advertising 254

ShepHyken

NOVEMBER 27, 2020

Here are some tips. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan. A great customer survey will be targeted to the right people, be as distinct as possible, and be void of personal questions and biased opinions. Cut out the middleman where you can.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

TeleDirect

FEBRUARY 3, 2025

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

ProProfs Blog

OCTOBER 4, 2020

As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Even some expert marketers make the grave mistake of considering surveys and questionnaires as the same and often use them interchangeably. Now let’s take a look at surveys. .

Surveys 147

Surveys Education Feedback Marketing 147

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. But, research shows that as few as 2% of your customers care to answer the survey questions.

Surveys 158

Surveys Feedback Customer Support Construction 158

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

DECEMBER 21, 2020

Now you have the research from more than 7,000 people surveyed to back that up. Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry. 10 Holiday Sales & Marketing Tips for Small Businesses to Finish 2020 Strong by Gaetano DiNardi. Nothing fancy here.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

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

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

Steve DiGioia

JULY 9, 2020

Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. It’s been years since you personally met face to face with an upset customer because your product or service didn’t perform as advertised; “others” in your organization are responsible for this.

Morale 147

Morale Benchmark Advertising Surveys 147

ProProfs Blog

OCTOBER 30, 2021

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. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

CSM Magazine

OCTOBER 21, 2024

In this blog post, we will explore some essential tips for delivering the best customer experience that can help your business thrive. Conduct surveys, gather feedback, and stay attuned to industry trends to get a better idea of what your customers expect from your products or services.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Even though the article focuses on customer support agents, some – and arguably all – of these tips apply to any employee.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

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? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Win the Customer

SEPTEMBER 15, 2020

Here are 7 tips for call centers to improve customer experiences: 1. Personalize User Experiences. With personalization now the norm in today’s world, call centers should not be an exception to this,” says Madison Brady, a marketer at Brit student and Next coursework. “By Be Responsive. Conclusion.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

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

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. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim. This Bizarre Support Chat Will Make You Laugh. by Roger Dooley.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

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

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. Every person has a different understanding and perspective of everything in general.

Management 162

Management Customer Service Best practices Entertainment 162

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

Beyond Philosophy

JANUARY 1, 2022

From storytelling to Emotional Signature® research to adopting the same strategies as one would for personal relationships, we share plenty of practical tips to help Tina get out of her pickle and on her way to convincing the team to see things her way. Now, we do, and not just in our personal lives. Complete this short survey.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

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

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

Callminer

FEBRUARY 5, 2020

To choose what information matters most to your company, give the following tips a try: Lead With Your Goals. The following options encompass the most widely used means of data capture for generating metrics: Surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions.

Best practices 251

Best practices Call Center Metrics Surveys 251

ShepHyken

AUGUST 7, 2020

She shares tips and tricks on how to create a Disney-like customer service experience. 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. Know Your Customers Well.

Customer Service 248

Customer Service Feedback Personalization Surveys 248

ProProfs Blog

JUNE 3, 2019

Effective Tips to Improve Customer Service. In case you’ve already come across a lot of tips to improve customer service and don’t know where to start, then we are here to help. Here are nine essential tips to improve your customer service and become successful at customer success. #1. Offer Options.

B2C 150

B2C Feedback B2B SaaS 150

delighted

DECEMBER 5, 2022

Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). Apply your branding to your survey. With free survey programs, you’ll often have limited options for branding your survey. message as the final part of the survey design.

Surveys 92

Surveys Feedback Best practices APIs 92

ROI CX Solutions

DECEMBER 16, 2024

In this article, well share strategies and tips on how you can prepare your contact center for the holiday season. Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers. Need more hands on deck this holiday season?

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

ShepHyken

JUNE 25, 2018

Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council. My Comment: The concept of “personalization” is hot right now. Our friends at Forbes have shared twelve ways that a business can personalize the experience, which can turn into customer loyalty. I like that stat!

Customer Service 215

Customer Service B2B Personalization Enterprise 215

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

Surveys 99

Surveys Best practices Feedback Personalization 99

Beyond Philosophy

APRIL 9, 2022

23:13 McDermott explains that he thinks these tools can aid in personalization, ideally down to a segment of one individual. 23:13 McDermott explains that he thinks these tools can aid in personalization, ideally down to a segment of one individual. Complete this short survey. Please tell us how we are doing!

Consulting 60

Consulting Consulting Customer Care Surveys 60

ShepHyken

SEPTEMBER 7, 2023

Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health.

B2C 346

B2C Customer centricity Feedback Upselling 346