ShepHyken

JANUARY 5, 2018

This bad experience will also snowball into losing potential new customers due to 60% of consumers say that they will post a negative review online if they experience poor customer service. That’s 3 times more than positive reviews. – Shep Hyken. Let’s face it, customer service is the lifeline of any company.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

Tethr

DECEMBER 29, 2020

Between COVID-19 and the transition to remote work, it’s been clear that priorities have shifted across the board, and we’ve all responded accordingly. As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge. Power this year.

Analytics 72

Analytics Call Center Enterprise Sales 72

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Beyond social media sites, another important location to monitor the way customers are discussing your brand is on popular review sites.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 448

Transportation Surveys Consulting Consulting 448

Nicereply

FEBRUARY 2, 2024

So, you’ve just wrapped up an event and feel pretty good about how it all went down. When you’re on the other side attending an event, you get hit with survey questions that seem to be trying to lead you to respond in a particular way. You want to confirm the success, so you send out a survey to all the attendees.

Surveys 69

Surveys Feedback Education Best practices 69

Beyond Philosophy

SEPTEMBER 2, 2021

A podcast listener asked me how to increase the response rates to their email campaigns. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates. Let’s take a closer look at how each of these applies to email communication.

Banking 195

Banking Personalization Consulting Consulting 195

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Short Answer.

Surveys 74

Surveys Feedback Best practices Metrics 74

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. Online reputation management is the process of managing how customers see your brand, particularly in online channels. A massive 97% of consumers consult online reviews before purchasing.

Call Center 62

Call Center Management Airlines outsourcing 62

Lumoa

JUNE 14, 2023

Or, more terrifyingly, when it’s plummeting into negative territory? In this blog post, we’ll answer all these questions and more. We’ll explore the causes and implications of a negative NPS score while providing practical advice on fixing them. Does it spell doom for your business? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Agent morale can also be positively or negatively impacted by flexibility in an agent’s work environment, such as enabling agents to work from home (WFH) or accommodating agent’s scheduling preferences.

Morale 90

Morale Contact Center Quality management Coaching 90

ShepHyken

MARCH 31, 2018

The 1979 study by the Technical Assistance Research Program , commissioned by the White House Office of Consumer Affairs, found that a complaining customer might tell 8-12 people about a negative experience they had with a business. A positive or negative experience shared on social media can garner thousands of views. Even millions!

Marketing 217

Marketing Customer Service Airlines Self service 217

CallSource Insights

NOVEMBER 29, 2022

Online Reviews Affect Your Bottom Line. Having a good business reputation helps ensure that people view your brand positively and are more likely to engage with what you have to offer — whereas having bad reviews or negative press floating around can negatively affect how people perceive your brand overall.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? This process involves reading and assessing the content to classify it as positive, negative, or neutral. Fine-grained sentiment analysis goes beyond the typical positive, negative, or neutral classifications.

Feedback 83

Feedback Banking Chatbots Automotive 83

Beyond Philosophy

NOVEMBER 11, 2021

” How many times does it have to happen before they start expecting them? It’s likely not what they were saying is wrong with the product or how the employee screwed up the service. Now, while the company responded to me quickly, it was somewhat transactional. Hence the five rules I present today.

Consulting 383

Consulting Consulting Call Center Metrics 383

CSM Magazine

JULY 25, 2022

A bad review can spread like wildfire, costing a company dearly in terms of both money and customers. This means ensuring that your website, blog, and social media accounts are up-to-date and providing useful information for your customers and potential customers. Respond To Negative Reviews And Comments Promptly.

Management 59

Management Feedback Accountability Customer Service 59

Beyond Philosophy

DECEMBER 10, 2018

This absurd question made me aware of how many surveys I actually receive. Coming home from a trip, I get emails that ask “How was your flight?” “How How was your stay?” To make matters worse I have even been told specifically how to complete a feedback form. What did you think of your anesthesiologist?”. Survey Overload.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Nicereply

NOVEMBER 7, 2023

Delivering negative feedback shouldn’t dismantle—it should empower. Right up until you have to give them negative feedback. Negative feedback can be uncomfortable and nerve-wracking for everyone, whether they’re giving it or receiving it. Avoid giving negative feedback without warning or in front of others.

Feedback 59

Feedback Construction Scripts Engineering 59

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. A negative turn in customer opinion may not destroy your business, but it will almost certainly lead to lost revenue, market share, and reputation. How customers perceive your brand is essential to your success.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Beyond Philosophy

MAY 22, 2017

Negative posts on social media platforms about service received, the company’s policies on certain things, even something as simple as the location of the store, can create a strong negative perception, even among people who have never used the company’s services or outlets. To read reviews of your company. Online, or in-store?

Consulting 360

Consulting Consulting Feedback Personalization 360

Lumoa

JANUARY 3, 2023

These principles include being aware of respondents’ attitudes, making sure questions are phrased clearly and objectively, ensuring the survey is relatable and relevant to the respondent’s age, gender, and other demographic characteristics, as well as minimizing bias.

Best practices 157

Best practices Surveys Metrics Construction 157

Callminer

APRIL 30, 2020

By measuring results and identifying the tactics that work to achieve positive outcomes from difficult customer situations, businesses can fine-tune their approach to conflict resolution to increase the odds of turning negatives into positives with each difficult situation. It’s like replying to a negative review IRL.”

Customer Service 273

Customer Service Scripts Construction Feedback 273

PeopleMetrics

JULY 17, 2018

In this example, VoC would reveal negative customer sentiment immediately, allowing the telecommunications company to course-correct. The following is an excerpt from Listen Or Die by Sean McDade, PhD. A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. And if that’s how we’re going to use the question — to force an end to our customer interactions — we’ve lost sight of the true meaning of the question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

ProProfs Blog

OCTOBER 30, 2021

How to Conduct UX Surveys. Online UX surveys are faster, more accurate, and convenient for both respondents and researchers. 74% of people are likely to return to a website if it is mobile optimized. 40% of people abandon a website that takes more than 3 seconds to load. User experience (UX) can make or break a brand identity.

Surveys 139

Surveys Best practices Construction Analytics 139

ProProfs Blog

OCTOBER 30, 2021

Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. 68% of customers trust feedback more when they see both positive and negative scores. Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Nicereply

JANUARY 17, 2024

Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. So, let’s get in and explore how you can turn those frowns upside down.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

FEBRUARY 14, 2023

And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes. In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy.

Journey mapping 80

Journey mapping Construction Best practices Feedback 80

Anexa BPO

NOVEMBER 10, 2023

ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely.

Customer Service 52

Customer Service outsourcing Chatbots Customer Support 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. So, how can your business win over this growing contingent of experience-focussed customers? Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Global Response

MAY 22, 2023

How valuable are their voices to your business? How valuable are their voices to your business? But why exactly is customer feedback so essential, and how do you do it well? You may have a good idea of what your customers want and how they feel—but it’s infinitely more valuable to hear it directly from them.

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

Nicereply

AUGUST 28, 2023

You’ll not only receive actionable tips on how to deal with customer complaints with greater efficiency but also list the general steps employees can take to handle customer complaints appropriately. Understanding the massive impact effective complaint resolution can have on your business is the goal, so read on to find out how!

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

Nicereply

FEBRUARY 15, 2023

If you’re unsure how to create effective NPS follow-up questions, we’ve made these expert tips on creating and customizing efficient NPS follow-up questions for your company. Get most of your NPS survey by asking the right follow-up questions. To do this, you have to have multiple questions at your disposal.

Surveys 52

Surveys Feedback Customer Experience Sales 52

ProProfs Blog

FEBRUARY 5, 2021

If you are scratching your head, thinking how, this blog will help you explore ways to collect website feedback. If you are scratching your head, thinking how, this blog will help you explore ways to collect website feedback. Let’s find out how: Enhance the Quality of Your Products and Services: . Yes, it does. .

Feedback 78

Feedback Surveys Advertising Customer Support 78

Nicereply

SEPTEMBER 20, 2022

Learn how to do it with grace. Dealing with negative feedback is hard. Everyone rationally understands how valuable it is. While we might understand that negative feedback helps us grow, it still elicits an emotional response that’s hard to control. It’s still your primary tool for figuring out how to improve.

Feedback 59

Feedback Construction Personalization Education 59

ProProfs Blog

SEPTEMBER 17, 2021

Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

Satrix Solutions

OCTOBER 5, 2020

If after coding 500 comments you find that approximately 200 mentioned the team’s responsiveness in a positive context, then roughly 40% of survey respondents who left an open-ended comment complimented their service team for responsiveness (200 theme mentions / 500 total comments = 40%). Tip 1: Quantify the Verbatim Results.

Surveys 78

Surveys Feedback B2B Engineering 78