ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. It’s that simple. Close enough!).

Customer Service 170

Customer Service Journey mapping Surveys Customer Experience 170

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Customers are getting survey fatigue.

Customer Service 296

Customer Service Surveys Customer Experience Feedback 296

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 282

Customer Service Surveys Customer Experience Feedback 282

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady. Want to Deliver Better Customer Service?

Construction 231

Construction Customer Service Feedback Customer retention 231

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has a few other ideas worth considering. But, what happens when the customers leave? Embrace them!

Customer Service 184

Customer Service Coaching Marketing Call Center 184

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

Customer Service 170

Customer Service Customer retention Engineering Self service 170

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Surveys 83

Surveys Feedback Banking Best practices 83

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? It may be one of the best feedback questions I’ve ever heard. In one quick question, the customer gets to grade the support rep that took the call. Sounds short enough. Push 1 for yes and 2 for no.”.

Feedback 278

Feedback Surveys Customer Service Personalization 278

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

Customer Service 165

Customer Service Healthcare Journey mapping Feedback 165

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s another to properly use that feedback.

Customer Service 220

Customer Service Customer centricity Feedback Surveys 220

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. by Lipi Khandelwal.

Customer Service 325

Customer Service B2B Journey mapping Best practices 325

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Here are my top five picks from last week.

Customer Service 190

Customer Service Surveys Metrics Customer Experience 190

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it?

Surveys 268

Surveys Customer Service B2B SaaS 268

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Customer Experience Has Never Been More Vital by Samantha Paxson. My Comment: We want feedback from our customers.

Customer Service 200

Customer Service Surveys Customer Care Feedback 200

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

Feedback 320

Feedback Customer Experience Surveys Construction 320

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 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. And don’t make it too long.

Surveys 253

Surveys Feedback Personalization Customer Service 253

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service.

Customer Service 362

Customer Service Chatbots Education Feedback 362

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. The 4 Most Common Misconceptions About Customer Service.

Customer Service 284

Customer Service Metrics Self service Average Handle Time 284

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Here are my top five picks from last week.

Customer Service 228

Customer Service Wireless Chatbots Airlines 228

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 243

Feedback Customer Experience Abandon rate Surveys 243

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan.

Customer Service 195

Customer Service B2C B2B Feedback 195

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. Example of NPS survey by Nicereply .

Customer Service 184

Customer Service Best practices Surveys Feedback 184

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Washington University in St.

Customer Service 163

Customer Service Consulting Consulting B2C 163

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 198

Customer Service B2C B2B SaaS 198

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 83

Feedback Analytics Surveys Benchmark 83

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers.

Customer Service 318

Customer Service Feedback Personalization Surveys 318

ShepHyken

MAY 6, 2022

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 177

Customer Service outsourcing Construction Feedback 177

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. My Comment: Losing customers is obviously not a good business strategy.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ProProfs Blog

JUNE 26, 2019

In this article, we tell you just that. To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

Feedback 83

Feedback Surveys voip Enterprise 83

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. If you said Amazon, you’re absolutely right!

Customer centricity 222

Customer centricity Chatbots Self service Feedback 222