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5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

CBT Automotive Network) If the focus is educating the customer not only on the product but how you will deliver it and be of service, then you will distinguish yourself from others who are just trying to manipulate customers into buying a product. When customers won’t comment: How to encourage customer feedback by Georgina Nelson.

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“Better Drives Us”: How Hyundai Canada is Signaling a New Era for the Auto Industry

Fonolo

For an automotive company, in a rapidly changing and highly competitive environment, poor customer service is the kiss of death,” Romano wrote, with strategic scrutiny. But happily, in 2017 and after much trial and error, Hyundai Canada rose to have the fourth-best customer service standing in the national automotive space. 'In

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The Growing Importance of User-Centric Design: A Q&A With Susan Hura, Director of Conversational Design Services

Interactions

From academia to consulting, she has been helping both individuals and companies realize the value of conversational solutions for over 20 years. In 2005, I started working as an independent consultant, doing both conversational design and evaluations, including usability testing and user research.

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Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. The future of the feedback analysis - text and voice analytics. So, companies need to be smarter about how to collect feedback.

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Best Conversation Intelligence Software of 2022

JustCall

Personalized feedback is given to help each person enhance their strengths and address their weaknesses. Make data-driven decisions about your plan, learn about your competitors, comprehend how the industry is changing, and use customer feedback in your marketing and content. Gong’s pricing is not disclosed to the general public.

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Are You Driven to Delight?

CX Journey

3) Measuring and Leveraging Customer Feedback : MBUSA was quick to acknowledge that they lacked the core competency of effectively leveraging customer feedback in real-time. They want to not only be best in automotive but to also be among the “best-of-the-best” customer experience providers irrespective of industry.

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Performance Management for Appointment-Based Businesses

CallSource Insights

Create accountability through regular monitoring and employee feedback. If making a sale requires customers to come to your business or for you to dispatch a technician for a consultation, then phone handling and appointment booking rates (taking into account no-show rates) are imperative to understand your true marketing ROI.