ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. So grab a pen (or electronic notepad) and let’s dive into the world of survey design! . Carlos Del Corral is an expert on crafting quality surveys.

Best practices 157

Best practices Surveys Metrics Construction 157

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ProProfs Blog

MARCH 26, 2021

Hence, customer satisfaction at every point of the customer journey should be the number one priority for any organization. Customer feedback is one of the easiest ways to understand customer satisfaction. Are they satisfied with your customer service? What is Customer Feedback?

Feedback 78

Feedback Surveys Customer retention Metrics 78

ShepHyken

SEPTEMBER 15, 2017

Using it to create compelling content will be one of the biggest areas of impact for AIM when it comes to engaging customers. Customer behavior online gives plenty of insight into what they like. Read Shep’s latest Forbes Article: 5 Must-Read Customer Experience Books Recommended By Leaders Like Jeff Bezos And Richard Branson.

Marketing 490

Marketing Advertising Big data Personalization 490

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! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Salesforce conducted a survey in 2018.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

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

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

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. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. All you have to do is ask (and listen!). It helps you prioritize.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Lumoa

AUGUST 18, 2022

Furthermore, it fairly makes it easier to close the loop with the customers in the process. Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors. The lack of understanding on how to take customer feedback is what makes it worse.

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more.

Surveys 118

Surveys Best practices Feedback Accountability 118

PeopleMetrics

MARCH 18, 2021

Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Discover our award-winning Customer Experience (CX) blog: [link].

Surveys 62

Surveys Customer Experience Best practices Accountability 62

Nicereply

APRIL 25, 2022

Use the new 5-star CSAT and boost your customer feedback surveys to the next level. Empower your customer experience with a popular 5-star rating scale and enjoy all advantages it delivers. A 5-star survey is one of the most popular ways to gather customer feedback. Not a Nicereply customer?

Surveys 98

Surveys Feedback Customer Experience 98

Global Response

MAY 22, 2023

And at the heart of such a model is customer feedback. Customer feedback allows your customers to provide feedback not only on the quality of your service or products, but also insight on their experiences, needs and preferences, and suggestions for business direction, new products, and more.

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

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

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. In This Article: What’s the importance of a customer feedback strategy?

Feedback 83

Feedback Surveys voip Enterprise 83

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. Let’s learn more by jumping into customer survey questions examples.

Surveys 158

Surveys Feedback Customer Support Construction 158

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Nicereply

APRIL 5, 2022

In 67% of cases, a poor customer experience is the main reason for customer churn. We often deploy powerful tools such as CSAT surveys to measure Customer Experience. It is no surprise at all – CSAT surveys can tell us many things about customers’ thoughts. Reading recommendations.

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Customer Experience leaders have 1.5

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Nicereply

MAY 16, 2022

In today’s piece, we will look at different types of Nicereply’s CSAT survey scales. If you are considering using Nicereply, one of the first steps in setting up your survey will be the selection of the survey scale. CSAT surveys are among the most widely used metrics. Types of CSAT survey scales.

Surveys 98

Surveys Benchmark Metrics Feedback 98

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey.

Surveys 158

Surveys Construction Personalization Feedback 158

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Conduct CSAT and NPS Surveys.

Feedback 101

Feedback Benchmark Surveys Analytics 101

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

SaaS 52

SaaS Customer Experience Construction Analytics 52

JustCall

AUGUST 1, 2021

And a text survey helps you increase customer satisfaction by gathering feedback on questions that otherwise go unanswered. So, text surveys will get a higher response rate than any other method like email. So, here we bring all answers to your queries in this comprehensive blog post on text surveys.

Surveys 98

Surveys Real estate Feedback Customer retention 98

Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. Enhance user experiences and drive business growth. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. Why Should You Use Customer Feedback Tools?

Feedback 64

Feedback Analytics Surveys Customer Support 64

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

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

Nicereply

OCTOBER 3, 2023

Measuring customer satisfaction is more than just a metric — it provides insights, drives improvements, and can cascade positive effects on nearly every facet of a business. Engaging customers through feedback can make them feel valued and listened to, deepening the relationship and fostering a partnership.

Surveys 52

Surveys Customer centricity Analytics Feedback 52