ShepHyken

DECEMBER 3, 2024

About twice a year, they send out a survey. The surveys are always short, and because I like the company, I always fill them out. I told my wife, “I hope they send the survey now because I’d like to tell them what happened.” By coincidence, a survey arrived in my inbox. Send the survey at the right time.

Surveys 220

Surveys Feedback Customer Service Customer Experience 220

ShepHyken

MAY 10, 2021

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 love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.”

Customer Service 403

Customer Service Customer Support Surveys Self service 403

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. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company. It’s that simple.

Feedback 287

Feedback Surveys Customer Service Personalization 287

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

Feedback 318

Feedback Customer Service Surveys Accountability 318

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 306

Customer Service Surveys Customer Experience Feedback 306

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

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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 294

Customer Service Surveys Customer Experience Feedback 294

ShepHyken

JUNE 7, 2021

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: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!

Customer Service 353

Customer Service Customer centricity B2B Upselling 353

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for.

Surveys 271

Surveys Feedback Customer Experience Sales 271

ShepHyken

FEBRUARY 14, 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. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 318

Customer Service Surveys Customer Experience Accountability 318

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 254

Feedback Customer Experience Abandon rate Surveys 254

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. Don’t wait two weeks to send the survey.

Surveys 265

Surveys Feedback Personalization Customer Service 265

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 258

Feedback Customer Experience Surveys Construction 258

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 252

Feedback Surveys Technical Support Personalization 252

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

JULY 26, 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. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 273

Customer Service Customer retention Contact Center Upselling 273

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? Tips for building the best survey.

Surveys 280

Surveys Customer Service B2B SaaS 280

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. This article shares wisdom on the importance of an omnichannel strategy. It’s one thing to implement the survey to get feedback.

Customer Service 229

Customer Service Customer centricity Feedback Surveys 229

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

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. My Comment: The title of this article caught my attention. My Comment: Feedback is crucial to the growth of your team members.

Construction 234

Construction Customer Service Feedback Customer retention 234

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

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. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 262

Customer Service B2B Journey mapping Best practices 262

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 235

Customer Service Wireless Chatbots Airlines 235

ShepHyken

FEBRUARY 25, 2025

Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.

Feedback 337

Feedback Customer Support Surveys Customer Service 337

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 212

Customer Service Customer retention Morale Customer Experience 212

ShepHyken

JULY 16, 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. This first article of the Top Five roundup for the week is a story of an Uber driver who absolutely gets the customer experience.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

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 412

Feedback Surveys Management Employee engagement 412

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 research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep.

Customer Service 199

Customer Service Surveys Metrics Customer Experience 199

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. Talk to Your Employees.

Customer Service 378

Customer Service Chatbots Education Feedback 378

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.

Feedback 52

Feedback Surveys Customer retention Construction 52

ShepHyken

NOVEMBER 6, 2023

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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 183

Customer Service Self service Surveys Contact Center 183

ShepHyken

AUGUST 15, 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. For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship.

Customer Service 33

Customer Service Surveys Feedback Technology 33

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. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 168

Customer Service Healthcare Journey mapping Feedback 168

ShepHyken

JUNE 26, 2023

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. In this informative and entertaining article, Hodak takes her SUPER model and uses well-known brands from the fast-food industry to illustrate her points.

Customer Service 42

Customer Service Customer centricity B2C Entertainment 42

ShepHyken

OCTOBER 17, 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. Enough Already With Customer Feedback. My Comment: I’ve always believed that surveys are very important. Make Your Move by Jeb Dasteel.

Customer Service 35

Customer Service Surveys Chatbots Self service 35

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 367

Customer Experience Transportation Feedback Metrics 367