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. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. But Theres a Catch.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

AWS Machine Learning

DECEMBER 4, 2024

Its sales analysts face a daily challenge: they need to make data-driven decisions but are overwhelmed by the volume of available information. They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels.

APIs 107

APIs Sales Surveys Analytics 107

Beyond Philosophy

APRIL 27, 2023

Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. So, when they are answering the survey, they say, “a salad.” Understandably, they want to know why. However, they have blind spots.

Sales 39

Sales Surveys Marketing Personalization 39

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

Beyond Philosophy

MARCH 20, 2017

According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. Turning your value proposition into effective sales and marketing messaging and content to reach potential buyers. Marketing and sales need to collaborate. So what is the secret? Providing ‘value’ to the Customer.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics CRM Coaching 52

ShepHyken

MARCH 31, 2021

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.? . So, here are three of my favorite ways to get to know your customer.? . Focus on Feedback. Keep it short and simple – even just two or three questions. Conduct a Focus Group.

Feedback 397

Feedback Surveys Sales Customer Service 397

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. To calculate it, you need to use website surveys. Only by delivering amazing customer service.

Customer Service 375

Customer Service Chatbots Education Feedback 375

ShepHyken

MARCH 8, 2021

Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends. They build brands. My Comment: Customer Experience (CX) is marketing.

Airlines 366

Airlines Customer Service Coaching Surveys 366

Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. 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.

Accountability 419

Accountability Big data Sales Consulting 419

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. Some may be saying, “Shep, you’ve covered this before.” That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves.

Customer Service 374

Customer Service Customer centricity Surveys Customer Support 374

Beyond Philosophy

SEPTEMBER 25, 2021

Psychologists call this Loss Aversion, and it is the overall concept that explains why your free trial might help increase your sales. In this episode, we answer a question from one of our listeners, Mohammed, who wanted to know how to convince his team to implement a free trial to increase sales. Complete this short survey.

Sales 150

Sales Consulting Consulting Surveys 150

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. 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. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 396

Metrics Customer Service Consulting Consulting 396

ShepHyken

FEBRUARY 23, 2021

After surveying over 10 million web pages, 98% of those pages failed to be completely accessible. Accessibility cannot truly be widespread until it is affordable, simple enough for the average business owner to install, and in a format that allows businesses to ‘set it and forget it’ with minimal to no upkeep.

Morale 71

Morale Advertising Surveys Technology 71

ShepHyken

NOVEMBER 21, 2016

It’s short – about 21 pages with a lot of pictures – but is packed with information you’ll need to know to get the most out of NPS and how to properly survey your customers. Salesforce Survey Shows Customer Experience Now Job No. Don’t let the fact that you’ll have to give them your email address deter you for downloading the eBook.

Customer Service 298

Customer Service Surveys Marketing Sales 298

ShepHyken

FEBRUARY 5, 2019

The company makes great use of surveys to assess its customer service. Short surveys are sent out after the initial sale, 90 days after the sale, and after a support ticket is closed. They go through and read every survey and communicate with other departments and employees to make changes and reinforce behavior.

Customer retention 226

Customer retention Surveys Sales Customer Service 226

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. That question has accounted for millions and millions of extra sales.

Customer Service 349

Customer Service Customer centricity B2B Upselling 349

ShepHyken

SEPTEMBER 7, 2023

Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams. Partnering with your sales team here can help.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customer Service generally feels like sales. . Follow up with customers after-sales.

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. Complete this short survey. These measures weren’t bad business principles, but they also didn’t send the best signal to the team. However, the contact center should have been valued.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

ShepHyken

NOVEMBER 23, 2021

Almost two-thirds of SMB’s are going to make up to 20% of their sales during the holiday season. 80% of businesses that were surveyed said that they are worried about inflation. Here’s some good news, some challenges, and some opportunities. Whether it is on the cost of production or their price point.

Advertising 331

Advertising Marketing Surveys Sales 331

Beyond Philosophy

OCTOBER 12, 2017

87% of in-store fashion shoppers want to try stuff on, but only 34% of in-store fashion shoppers want help from sales associates. Electronics shoppers (70%) and home improvement shoppers (62%) do want advice from sales associates. There was no clear winner for better pricing between online and in-store per the responses.

Consulting 326

Consulting Consulting Sales Surveys 326

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. This is not unlike the situation many sales leaders are finding themselves in.

Sales 101

Sales Coaching Telecommunications Accountability 101

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios.

Sales 40

Sales Gamification Finance Best practices 40

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). The impact goes beyond just efficiency.

Sales 129

Sales Accountability Feedback Metrics 129

Beyond Philosophy

MAY 17, 2017

Others help you survey customers based on location and industry or even product purchased. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. Some systems can identify user problems in online and mobile interactions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

DECEMBER 21, 2020

Now you have the research from more than 7,000 people surveyed to back that up. 10 Holiday Sales & Marketing Tips for Small Businesses to Finish 2020 Strong by Gaetano DiNardi. I’ve written a number of articles with similar findings. The pandemic pushed up our use of technology by at least three to five years.

Airlines 310

Airlines Customer Service Advertising Customer Experience 310

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. Customer Follow-ups : Ensuring customer satisfaction after a purchase or service.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

Beyond Philosophy

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. It all started because printer sales were declining as an industry about 12 or 13 years ago. Part of the reason that Laverty had such success with his program is RICOH Canada already had a sales mindset.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

APRIL 2, 2021

of all sales. 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. Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296