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. Net Promoter Score (NPS).

Feedback 315

Feedback Customer Experience Surveys Construction 315

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. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Customers are getting survey fatigue.

Customer Service 292

Customer Service Surveys Customer Experience Feedback 292

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 87

Surveys Feedback Advertising B2B 87

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! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

GetFeedback

JULY 7, 2020

Everything you need to know to collect, analyze, and act on product feedback to continue innovating.

Feedback 78

Feedback Surveys 78

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. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic.

Customer Service 168

Customer Service Customer retention Engineering Self service 168

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it. In This Article: What’s the importance of a customer feedback strategy?

Feedback 83

Feedback Surveys voip Enterprise 83

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

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

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

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. Here are 10 examples of best practices that represent the state of the art in retail CX. Here are my top five picks from last week.

Customer Service 320

Customer Service B2B Journey mapping Best practices 320

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. But the truth is everybody in CX has this colleague – it’s the customer. Earlier this year, CX Network’s Global State research found that 29% of practitioners are not actioning customer feedback at present.

Morale 144

Morale Feedback Upselling Surveys 144

ShepHyken

DECEMBER 19, 2023

I’ll share that company’s name at the end of this article. I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company.

Customer centricity 217

Customer centricity Chatbots Self service Feedback 217

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. My Comment: This is a fascinating article with a focus on customer service delivered through social channels. But how valuable is it really?

Customer Service 226

Customer Service Wireless Chatbots Airlines 226

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.

Best practices 98

Best practices Feedback Management Surveys 98

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback. One of the easiest things you can do is to send out customer satisfaction surveys. Thank your customers.

Feedback 181

Feedback Surveys Metrics Personalization 181

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark. That’s why using feedback forms to collect your customer’s opinions is indispensable.

Best practices 52

Best practices Feedback Surveys Airlines 52

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. We’ll explore: What is closed loop feedback? How does a closed loop feedback system work?

Feedback 71

Feedback Surveys Metrics Journey mapping 71

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Surveys 62

Surveys Benchmark Feedback Best practices 62

delighted

DECEMBER 5, 2022

Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI).

Surveys 90

Surveys Feedback Best practices APIs 90

GetFeedback

FEBRUARY 6, 2019

When the event is over, it’s the perfect time to gather feedback and plan for the future. Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Making the Most of Attendee Feedback. Here are some common survey questions organizers might ask: How was the experience overall?

Feedback 110

Feedback Surveys Benchmark Best practices 110

Beyond Philosophy

FEBRUARY 1, 2024

Today, we look at what is essential to do with your research, and how to do it, and in this article created in partnership with YouGov , the importance of getting results as fast as possible. Our readers enjoy $ 500 off their first YouGov survey. Moreover, their responses to a survey question might be a little different.

Surveys 195

Surveys Self service Marketing Feedback 195

ProProfs Blog

JANUARY 7, 2021

This is exactly where product surveys come in and help you understand what users think of your product. This blog lists some top product survey questions that can help you get started. . What Are Product Surveys? Product surveys are tools used by organizations to learn what their users think of their products. .

Surveys 88

Surveys Marketing Feedback Advertising 88

ChurnZero

MARCH 10, 2023

If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Use examples : Generative AI relies on preexisting data for context, so it’s helpful to guide them in the right direction from the start. Suggest a few ways to connect.

Scripts 98

Scripts Accountability Feedback Marketing 98

CSM Magazine

MARCH 14, 2022

For example, you find out which channels your customers engage with the most, what they might purchase, and more. in this article, we will look at some great examples that include successful customer-centric companies. 6 examples include successful customer-centric companies.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text. Phone support feedback. Purchase feedback.

Surveys 106

Surveys Healthcare Transportation Feedback 106

ShepHyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 396

Feedback Surveys Management Employee engagement 396

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. In This Article: What is a sample size? Sample size calculation accomplishes this, taking into account factors like variability and confidence level to make sure surveys are representative and results are significant.

Surveys 83

Surveys Feedback Consulting Consulting 83

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 203

Surveys Automotive Advertising Enterprise 203

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

ShepHyken

JANUARY 12, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. Not only will they feel more valued, but their feedback can help the business to grow. Ask for feedback One of the easiest things you can do is to send out customer satisfaction surveys.

Feedback 134

Feedback Surveys Metrics Personalization 134

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

Nicereply

MAY 11, 2023

A Little Bit About Pop-Up Surveys: The Good, The Bad, and The Ugly Pop-ups are those annoying little windows that cover your viewing area of a website you just visited. For the purposes of this article, all you need to know is that CES asks a simple question: “How easy was it for you to solve your problem today?”

Customer effort 52

Customer effort Surveys Feedback Metrics 52

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 . Voice of Customer.

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness. Timing is still an important factor.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

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. One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys. What is customer loyalty?

Customer Service 181

Customer Service Best practices Surveys Feedback 181