CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Clear goals will guide the content and structure of your videos.

Customer Service 52

Customer Service Scripts Morale Feedback 52

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. If you want to better understand the CCI Investopedia’s Video on it is rather helpful (and short): The Importance of Feelings. The survey results also showed: Holiday Shoppers are starting early.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

TechSee

OCTOBER 21, 2020

Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance. Just under half (45%) of U.S.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. You gathered videos and recordings to help share the customer’s actual voice as part of the storytelling. What did that plan look like? Of course you are.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

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

OctopusTech

JULY 25, 2024

Videos are becoming an increasingly important part of SEO marketing strategies. Incorporating videos into your content strategy can help boost your site’s search rankings, increase user engagement, and add another dimension to your online marketing. Here are some of the key roles videos play in SEO.

Marketing 126

Marketing Real estate Engineering Analytics 126

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. Complete this short survey. How can we help?

Customer Experience 359

Customer Experience Consulting Consulting Education 359

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home. Some may be saying, “Shep, you’ve covered this before.”

Customer Service 378

Customer Service Customer centricity Surveys Customer Support 378

CX Global Media

DECEMBER 30, 2020

The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus. When the confusion […].

Customer Experience 156

Customer Experience Surveys Contact Center 156

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

Beyond Philosophy

AUGUST 27, 2022

10:45 Hogarth’s research indicates that there are two environments under which intuitions form, kind and wicked, which has a video that explains it well. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. Video Chat. Consider incorporating video chat if you have not already done so. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat.

Chief Customer Officer 298

Chief Customer Officer Call Center Consulting Consulting 298

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Surveys 145

Surveys Customer Experience Advertising Customer effort 145

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 399

Metrics Customer Service Consulting Consulting 399

Beyond Philosophy

AUGUST 21, 2020

It also means that you don’t get a representative sample of surveys. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. Moreover, the team found this across a wide range of domains, including the participant’s willingness to respond to sensitive questions in a survey.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JULY 15, 2022

Within 30 minutes of the scheduled call, you make them a quick self-recorded video thanking them and sharing your excitement. You immediately record another welcome video, this time screen sharing directions once insider plus expert hacks to help them get off and running.

Coaching 345

Coaching Customer centricity Accountability Feedback 345

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.

Feedback 328

Feedback Customer centricity Contact Center Surveys 328

Beyond Philosophy

AUGUST 20, 2020

It also means that you don’t get a representative sample of surveys. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. If I have a fantastic or terrible experience at a restaurant, I am more likely to write a review than if it was okay or even pretty good.

Transportation 870

Transportation Surveys Consulting Consulting 870

CSM Magazine

DECEMBER 19, 2024

The power of video surveillance With retail theft on the rise, store owners prioritize security now more than ever, and this doesn’t always involve AI adoption. For example, in a large survey of retailers across the U.S., UK, Norway, and Sweden, video surveillance came out on top as the most effective way to prevent theft.

Surveys 98

Surveys Technology Personalization 98

ShepHyken

NOVEMBER 20, 2020

So, you need to have the best resources – guides, videos, tutorials – available. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). Empowering instead of directing employees increases job satisfaction and quality of service.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

FEBRUARY 7, 2017

But first… Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. Why is it important to respond to customer surveys and comments? What questions will this episode answer?

Surveys 242

Surveys outsourcing Feedback Self service 242

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Per the CBS New story, at least in the U.S., it ignores a growing segment of the population, the ‘unbanked’, who rely on cash for their purchases. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JULY 9, 2015

The Nielsen Global Survey discovered a new way one could differentiate their brand and evoke positive emotions from its female Customers: through promoting their social responsibility programs. To see all the numbers from the survey, click here. This 4-minute video by Nielsen explains it best.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. In addition, video-based operations lead to intuitive understanding by customers. Terilogy Co, Ltd.

Telecommunications 109

Telecommunications Construction Contact Center Technical Support 109

ShepHyken

JANUARY 25, 2022

Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. Personalized: CX practitioners should take a look at what they already know about their customers and their experiences and base their subsequent survey/feedback questions on that.

Feedback 167

Feedback Surveys Marketing Personalization 167

ShepHyken

NOVEMBER 24, 2021

Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. But, send me a new 80-inch flat-screen TV to get me to take a survey … now that’s a bribe! . Is it a simple email request? One of our faithful subscribers sent in a question.

Feedback 226

Feedback Surveys Customer Service Customer Experience 226

AWS Machine Learning

DECEMBER 4, 2024

Similarly, you can explore image and video models with the Image & video playground. For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). You will now create a new project before building your app.

APIs 95

APIs Sales Surveys Analytics 95

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer. I had the chance to attend a weekend marketing program at Kellogg with Professor Stern.

Customer Service 304

Customer Service Consulting Consulting Surveys 304

ShepHyken

AUGUST 14, 2020

These days, people ignore ads, block pop-ups, and skip video ads on streaming sites. Sponsored pieces in newspapers, promotional Instagram videos with influencers, podcasts, and editorial blogs should be included in a good strategy. However, videos deserve top priority. Creating better content. Post-sale monitoring.

Customer Experience 258

Customer Experience Entertainment Sales Advertising 258

ShepHyken

AUGUST 3, 2020

Brands are competing on customer experience and a recent Gartner survey shows that 81% of marketing leaders say they expect to be competing mostly or completely on the basis of customer experience. If you like these, be sure to click on the YouTube playlist link (here it is) to watch the videos that these tips are based on.

Customer Service 236

Customer Service Marketing Personalization Customer Experience 236

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. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Toister Performance Solutions

NOVEMBER 9, 2023

After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. Unlike a survey that only measures customer satisfaction after a contact, the sentiment arc measures the change in customer satisfaction over the course of a contact.

Surveys 100

Surveys Metrics Customer Service Customer Experience 100

Beyond Philosophy

JUNE 15, 2018

This video from Sanlam Investments explains it well (and in under a minute): Mental Accounting is why customers will make strange buying decisions from time to time. Now, to be clear, I don’t mean a shallow survey or a quick question here or there. It is also why your pricing sometimes makes them angry.

Airlines 360

Airlines Accountability Consulting Consulting 360

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Use customer surveys to improve customer insight and offerings. . It should include FAQs, explainer videos, and step-by-step solutions for common problems. . Try to avoid being transactional.? .

Customer Experience 266

Customer Experience Advertising Employee engagement Customer centricity 266