ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 379

Metrics Customer Service Consulting Consulting 379

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 320

Customer Service B2B Journey mapping Best practices 320

ShepHyken

NOVEMBER 23, 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: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines.

Customer Service 211

Customer Service Airlines Surveys Contact Center 211

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. So, here’s my answer: There are at least three strategies for narrowing the gap between these perceptions: Leaders need to pay attention to their data.

Customer Service 356

Customer Service Customer centricity Surveys Customer Support 356

ShepHyken

NOVEMBER 21, 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. Salesforce Survey Shows Customer Experience Now Job No. Here are my top five picks from last week. Steve DiGioia) Stop complaining about your customers.

Customer Service 292

Customer Service Surveys Marketing Sales 292

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

GetFeedback

MAY 28, 2020

The 8 steps to creating a successful post-purchase survey plan.

Surveys 216

Surveys Sales 216

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. Surveys in the Time of Pandemic by Jim Tincher. My Comment: In the midst of the COVID-19 pandemic, is it appropriate to survey our customers?

Customer Service 162

Customer Service Consulting Consulting B2C 162

ShepHyken

JUNE 25, 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 article shares five ways to do so. Read the article to find out! Here are my top five picks from last week. Well, it’s true.

Customer Service 213

Customer Service B2B Personalization Enterprise 213

GetFeedback

AUGUST 10, 2018

According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. For one, few businesses properly pre-qualify their leads, let alone nurture them, so by the time they reach sales, they’re far from ready to buy. Pre-sales surveys help you do just that.

Surveys 60

Surveys Sales Feedback B2B 60

delighted

MAY 11, 2023

You’re likely familiar with 5-star surveys. Whether you’ve seen them on an email survey or at the bottom of a help center article, 5-star surveys are universally recognized. New to Delighted 5-star surveys or need inspiration on how to use them? Learn more about email signature surveys.

Surveys 52

Surveys Feedback Customer Support Education 52

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

ShepHyken

APRIL 2, 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. Three Important Considerations for Customer Service Surveys by Paul Selby. My Comment: Do you want more sales? Yes and yes!)

Customer Service 135

Customer Service Self service Surveys Scripts 135

Integrity Solutions

DECEMBER 15, 2020

Effective sales coaching yields results, and sales leaders intuitively seem to understand this. You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. The Sales Coaching Paradox. So where’s the disconnect?

Coaching 94

Coaching Sales Surveys CRM 94

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The article starts off with why customers get angry and has more than two dozen different ideas, tactics, tips, etc. Follow on Twitter: @Hyken.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. Sales managers are key to that.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 346

Interactive Voice Response Customer centricity Consulting Consulting 346

GetFeedback

AUGUST 3, 2018

See why traditional point-of-sale surveys don't work for modern retailers. Retailers need more personalized methods for engaging their buyers.

Surveys 60

Surveys Sales Personalization 60

GetFeedback

AUGUST 30, 2019

That’s where surveys come in. . Today’s technology makes it easy for businesses to design , create and distribute customer surveys. This post will cover three ways that surveys can be used to help you drum up more leads for your business at different stages of the customer journey. . How to use surveys to engage your audience.

Surveys 110

Surveys Entertainment Benchmark Upselling 110

GetFeedback

AUGUST 10, 2018

See how pre-sales surveys work. By asking personalized qualifying questions throughout the buyer journey, you can enhance your data and convert more leads.

Surveys 60

Surveys Sales Personalization 60

ShepHyken

JUNE 27, 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. Here are four customer service skills that the author of the article feels companies have to relearn. Here are my top five picks from last week. I hope not.)

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

ProProfs Blog

DECEMBER 6, 2019

An article by Psychology Today , explains it adequately. What Is a Real-Time Feedback Survey? In simple words, the definition of a real-time feedback survey can be stated as the live review companies request the customers to give on their brand’s website or mobile app, immediately after they have used a product or service.

Feedback 124

Feedback Surveys Benchmark Sales 124

ChurnZero

MARCH 20, 2023

The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. said sales; 8.9% Compared with the same survey from 2021, Customer Success teams experienced a slight decline in ownership of renewals. said sales; 20.3% said sales; 20.3% said other.

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. said sales; 8.9% Compared with the same survey from 2021, Customer Success teams experienced a slight decline in ownership of renewals. said sales; 20.3% said sales; 20.3% said other.

Accountability 52

Accountability Sales Management SaaS 52

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

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. Using surveys to gain feedback and insights from your customers has been a trend for quite some time now. Creating a Valuable Customer Survey. Use a Survey Maker Tool .

Surveys 95

Surveys Abandon rate Customer centricity Customer Support 95

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Reality: Customer Service generally feels like sales. . Avoid data silos .

Customer Experience 248

Customer Experience Advertising Employee engagement Sales 248

Integrity Solutions

DECEMBER 4, 2020

And that means, when it comes to remote sales, your team needs to keep raising its game. Remote sales is the reality for most companies now, and likely will be for the foreseeable future. Some sales teams adapted fairly quickly to this new world of virtual selling. How do you succeed in remote sales?

Sales 87

Sales Coaching Surveys Personalization 87

GetFeedback

MARCH 15, 2019

At GetFeedback, we know email is a powerful survey distribution channel. For this reason, we make it easy to build beautiful and engaging surveys that can be emailed in a way that makes sense for your business. Read more in our help articles. Read more in our help articles. Read more in our help articles.

Surveys 60

Surveys Feedback Analytics Marketing 60

JustCall

AUGUST 7, 2023

Businesses may run short-term promotions, aka Flash Sales, or long-term campaigns. Events & Invitations Apart from promos and sales, businesses also host virtual and in-person events. Feedback & Surveys As mentioned, AI is making texting a two-way street. How to Use AI Text Messages for Customer Service and Sales?

Sales 52

Sales Customer Service Marketing Feedback 52

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. Your blog, website, and sales deck are pieces of content your customers will read. Speak with your sales team as a customer and learn how each point of the buyer’s journey makes you feel. .

Marketing 181

Marketing Customer Experience Customer centricity Consulting 181

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. Allowing their sales and creative teams to focus on generating more business. Video Chat.

Chief Customer Officer 277

Chief Customer Officer Call Center Consulting Consulting 277

C3Centricity

JANUARY 13, 2021

In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. This post has been amongst the top articles on C3Centricity for many years. If not, this article will guide you in learning more. #9.

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

GetFeedback

JANUARY 29, 2019

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Cue the panic! How can I access the templates?

Surveys 60

Surveys Feedback Engineering Best practices 60

CrazyCall

JANUARY 24, 2019

Sales philosophy. Let’s talk sales plan from thriving sales strategy. “I In sales, we all heard that phrase, we all know that self-proclaimed magician that think his charming personality and few tricks sell. A strategy and careful planning are essential in realizing your sales goals. Emotions in sales.

Sales 90

Sales Feedback Education CRM 90

delighted

JUNE 30, 2022

One way to find out is to set up Net Promoter Score (NPS) surveys , and see where your customers stand. Link to your referral program from your feedback surveys. Every Delighted survey ends with a “Thank you” message. Casper shows promoters a referral program CTA when they complete their Delighted survey.

Sales 83

Sales Advertising Surveys Marketing 83