ShepHyken
DECEMBER 3, 2024
About twice a year, they send out a survey. The surveys are always short, and because I like the company, I always fill them out. I told my wife, “I hope they send the survey now because I’d like to tell them what happened.” By coincidence, a survey arrived in my inbox. Send the survey at the right time.
ShepHyken
NOVEMBER 20, 2020
Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Here are some great examples: Shepard virtual training course. Consider having on-site training workshops by customer service experts. Consider having an educational budget to address training needs.
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ShepHyken
JANUARY 26, 2022
I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.
ShepHyken
FEBRUARY 18, 2025
While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey. Pay attention to what customers are not telling you.
ShepHyken
NOVEMBER 11, 2024
Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.
ShepHyken
FEBRUARY 27, 2024
Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line. Recruitment and training tactics that keep employees and employers satisfied. Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers.
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