ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 236

Feedback Surveys Technical Support Personalization 236

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 52

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Even handling negative feedback offers valuable opportunities for growth. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 321

Journey mapping Upselling CRM Feedback 321

Vistio

APRIL 1, 2024

In this article, we will explore the key elements of customer service agent training, the drawbacks of traditional methods, and how Vistio’s cutting-edge approach to training is reshaping the contact center landscape. Agents can pinpoint their weaknesses and build upon their strengths based on consistent and goal-oriented feedback.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Negative feedback shouldn’t be ignored. How to do it?

Best practices 98

Best practices Feedback Management Surveys 98

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

ShepHyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user. American Red Cross – #gettngslizzerd.

Customer Experience 357

Customer Experience Management Chatbots Accountability 357

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 102

Feedback Benchmark Surveys Analytics 102

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. You see what other freebies you can share to add additional value.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Conclusion .

Customer Experience 362

Customer Experience Management Finance Banking 362

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. The best way to handle negative customer feedback is to prevent these situations from arising in the first place.

Customer Experience 248

Customer Experience B2B Accountability Feedback 248

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 71

Feedback Benchmark Surveys Analytics 71

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

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. Ignoring or failing to collect feedback is like flying a plane at night without instruments: you hope you’re headed in the right direction, but you can’t really be sure. So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

delighted

OCTOBER 11, 2021

A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback. Ergo, we’ve been selective in our Hem & Stitch example in this article by only capping the word “Onboarding.” It’s okay to send feedback to those providing you feedback about the feedback you’ve received.

Surveys 87

Surveys Feedback Advertising B2B 87

CSM Magazine

APRIL 1, 2021

Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Get Feedback. Be a Great CPA. Check Correspondence.

Accountability 52

Accountability Customer Service Feedback Self service 52

ChurnZero

APRIL 14, 2020

But first, let’s talk about customer feedback. What is customer feedback? At its core, customer feedback is the information you receive from casual customers and loyal brand evangelists alike. In this article, we’ll explore why listening to both positive and negative customer feedback is important for your company’s growth. .

Feedback 81

Feedback Brand ambassadors Advertising Marketing 81

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Nicereply

DECEMBER 8, 2020

When should agents be held accountable for bad CSAT scores? In this article, we look at the situations when you should include negative responses, and when you should consider removing them from the equations. There are several situations where your agents should be held accountable for a bad CSAT score. It’s not my fault!”

Accountability 66

Accountability Airlines Feedback Customer Service 66

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? To see the image for yourself in the BBC article, please click here.

Management 392

Management Accountability Consulting Consulting 392

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. Read Shep’s latest Forbes article: .

Feedback 295

Feedback Sales Accountability Personalization 295

Beyond Philosophy

JUNE 11, 2021

I was inspired by Frederick Reichheld’s article, “Firing a Bad Customer in 2021.” Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. We also discovered that when they were squeaking, we would add resources to manage their accounts.

Airlines 249

Airlines Accountability Banking Telecommunications 249

Lumoa

NOVEMBER 3, 2022

This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in. and we can migrate your old account to a new one. and we can migrate your old account to a new one.

Analytics 83

Analytics Feedback Accountability Marketing 83

CrazyCall

FEBRUARY 28, 2019

That’s exactly how it looks like when you don’t get feedback at work. Managers and team leaders should focus on providing constructive feedback in order to optimize the work of their employees as well as their own efforts. Yet, they should always be cautious, using only accurate information when giving feedback.

Feedback 95

Feedback Construction Best practices Surveys 95

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. In This Article: What is the Voice of the Customer (VoC)? VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Nike does the same with its TeamNike account. .

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

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. 6: Seek customer feedback. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 175

Customer Service outsourcing Construction Feedback 175

NobelBiz

APRIL 23, 2024

Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details. Call centers are equipped with tools that allow agents to quickly access a debtor’s full account information, ensuring that every interaction is informed and constructive.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too.

Customer Service 383

Customer Service Morale Sales Coaching 383

FreshGrade

AUGUST 29, 2019

Article written by: Kimberley Moran from We are Teachers. I wanted to spend more of my planning time learning to give good feedback. FreshGrade is a free platform that helps teachers not just plan content and communicate with parents, but also document students’ work and give them fast and effective feedback.

Feedback 40

Feedback Accountability 40

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 156

Accountability Feedback Sales Upselling 156

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. Are they providing feedback—and how much is positive versus negative? technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them.

Customer Service 221

Customer Service B2B B2C Accountability 221