ShepHyken

OCTOBER 4, 2019

Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. Instead, monitor business growth through increased customer visits to your online/offline business, win back ROI, and ROI generated from customer feedback.

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

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

HelpCrunch

FEBRUARY 8, 2024

The key might be a little something called a customer [ … ] The post How to Build an Effective Customer Feedback Loop appeared first on The HelpCrunch blog. It’s like they have a direct line to what we’re thinking.

Feedback 62

Feedback Customer Service 62

ShepHyken

NOVEMBER 13, 2020

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. But at the end of the day, it’s the feedback that makes or breaks a company. Should You Ditch NPS for “Real Feedback”? .

Feedback 310

Feedback Customer Experience Surveys Construction 310

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

HelpCrunch

APRIL 3, 2023

How to make their experience more pleasant, outstanding, and [ … ] The post How to Collect In-App Feedback: Methods and Best Practices appeared first on The HelpCrunch blog. Let’s be honest, our job, as marketers, managers, and developers, will never end because we have to constantly think about how to surprise a customer more.

Best practices 118

Best practices Feedback Marketing Management 118

ShepHyken

FEBRUARY 9, 2018

Ask for feedback. When you actively solicit feedback, it empowers your employees and sends a clear signal that you’re willing to work on you, too. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken. Your advocates won’t take action unless you engage them.

Customer Service 378

Customer Service Morale Sales Coaching 378

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. TRANSCRIPT: COMING SOON. ? ? ?.

Feedback 118

Feedback Surveys Best practices Accountability 118

ShepHyken

SEPTEMBER 28, 2018

Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms. Employees need to feel as though their voices are heard to remain engaged in the business, and feedback through quick, online surveys may be one solution to this challenge.

Employee engagement 265

Employee engagement Education Analytics Technology 265

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

ShepHyken

AUGUST 11, 2017

Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Feedback must include elucidating comments, not just numbers. Here are a few tips.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 94

Feedback Marketing Surveys Advertising 94

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. Read Shep’s latest Forbes article: .

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

HelpCrunch

OCTOBER 25, 2023

Different types of customer feedback can be incredibly useful for your business. Not only can it validate what you’re doing right, but it can also pinpoint issues that may need to be addressed and improved. [ … ] The post 5 Types of Customer Feedback: How to Gather, Process, and Enjoy It appeared first on The HelpCrunch blog.

Feedback 62

Feedback Customer Service 62

Nicereply

FEBRUARY 28, 2022

Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Below, we cover six ways that managers can address feedback more effectively. .

Feedback 105

Feedback Construction Customer centricity Personalization 105

ShepHyken

FEBRUARY 15, 2019

Employee recognition is really important , but it’s tough to accurately evaluate your employees without any numbers to support your feedback. When you’ve got numbers to share during your performance reviews, it’s not only easier for you to give feedback, it gives your team actionable goals when it comes to improvement.

Sales 220

Sales Personalization Feedback Management 220

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

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. It’s about listening to customer feedback and actually implementing customer suggestions. appeared first on Shep Hyken.

Airlines 259

Airlines Metrics Advertising Sales 259

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A quick tip is to examine the negative feedback. The post Guest Blog: 4 Things to Learn from a Disappointed Customer appeared first on Shep Hyken. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

MAY 19, 2017

After your customer posts feedback, they are left empty and if the post is about a negative experience, with each passing hour, consider how many people they will tell between now and when you respond. The post Guest Blog: Speed Saves Relationships appeared first on Shep Hyken.

Customer advocacy 183

Customer advocacy Consulting Consulting Customer Service 183

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 83

Surveys Feedback Banking Best practices 83

ShepHyken

FEBRUARY 2, 2018

You can bet that the flight attendants likely felt encouraged by the positive feedback they received after their flight with the bachelorette party. Misa Chien is the co-founder of Praiseworthy , a customer service blog helping small businesses improve their customer service.

Airlines 213

Airlines Customer Service Surveys Feedback 213

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. The post Guest Blog: Breaking Out of Your Customer Experience Comfort Zone appeared first on Shep Hyken. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. 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? First, let us discuss what a customer feedback tool can do for a business.

Feedback 64

Feedback Analytics Surveys Customer Support 64

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

ShepHyken

NOVEMBER 15, 2019

IVR-implemented Voice of the Customer (VoC) surveys collect timely, accurate feedback while the experience is still fresh in their minds – and you can immediately leverage that data to optimize your internal operations. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

JUNE 29, 2018

Customer Feedback. Looking at feedback from customers – especially existing ones – is the greatest way of finding the underlying problems. Of course, the most obvious way of collecting feedback is through customer surveys. The post Guest Blog: Struggling with Bad Customer Service?

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

NOVEMBER 17, 2017

You can innovate based on customer feedback analysis and overall, make a person’s life better and not just simply provide a service. Megan Wenzl is the associate editor for ReviewTrackers, an award-winning customer feedback software that helps businesses measure and transform the customer experience.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

ShepHyken

AUGUST 10, 2018

Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more. When there isn’t enough feedback from customers, it may be difficult to determine how satisfied they are with your services or products.

Analytics 168

Analytics Upselling Banking CRM 168

ShepHyken

JUNE 15, 2018

These chatbots find use cases with companies in the form of inbound funneling, requesting standard customer details to be filled out, or even gather feedback via a survey. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

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

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 101

Feedback Benchmark Surveys Analytics 101

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Second, you need a mechanism in place to effectively collect employee feedback, in a way that makes employees feel safe from any negative consequences for speaking up.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. No interest in customer feedback. If a customer has feedback, a request or a complaint, they don’t care who YOU have to forward it to. The post Guest Blog: Customer Service Role … Avoid these Myths on Customer Service appeared first on Shep Hyken. No blaming is needed.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

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