Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. Thus, you will change your mind.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? The Four Things You Can Do to Discover if Customers Trust You.

Surveys 221

Surveys Consulting Consulting Accountability 221

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

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. It’s called a substitution heuristic, and it is how customer make up their minds about you.

Surveys 305

Surveys Engineering Consulting Consulting 305

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In principle, there’s still nothing wrong with a survey. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Here’s what we did. Who’s right?

Customer Experience 200

Customer Experience Advertising Engineering Sales 200

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Timing Is Everything.

Customer Service 221

Customer Service B2B B2C Accountability 221

Beyond Philosophy

JANUARY 26, 2023

A few years ago, we went over some of the essential questions for your clients. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

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. These are great strategies to help take care of your internal customers. What gets in the way of ? . Shep Hyken. Obstacle 1 – Tunnel Vision. Cross-train.

Surveys 208

Surveys Feedback Customer Service Management 208

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. Since I am aware this is a common problem, I thought I would share our advice to Janet with you lot, too. Now, a 68 is an excellent score.

Construction 221

Construction Feedback Surveys Sales 221

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question. Can we please end this call now?”

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. Customer research should be a priority every year. Get under the skin of the customer.

Surveys 195

Surveys Consulting Consulting Metrics 195

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. So, there you have it. In order to truly taste success, you will have to track your goals and keep improving on the numbers.

Metrics 229

Metrics Customer effort Customer Experience Surveys 229

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. The focus was on customer-generated reviews, like restaurant reviews.

Transportation 448

Transportation Surveys Consulting Consulting 448

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Education level.

Marketing 145

Marketing Surveys Feedback Education 145

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. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Keep it short and sweet 3.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Feedback 157

Feedback Analytics Multichannel Surveys 157

ProProfs Blog

OCTOBER 30, 2021

Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants.

Surveys 139

Surveys Best practices Construction Analytics 139

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need.

Surveys 142

Surveys Best practices Feedback Customer Service 142

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms. Furthermore, it fairly makes it easier to close the loop with the customers in the process. Are you asking the right questions?

Surveys 83

Surveys Journey mapping Feedback Customer centricity 83

Nicereply

MAY 7, 2024

To drive sales, you need to make sure that the product or service you’re offering was not made for the sake of it: it addresses a real need. How do you do this? By getting to know your potential customers and learning about their problems. Or, to put it another way, you need to manage customer pain points to drive sales.

Sales 52

Sales Management Surveys Wait times 52

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. . You heard that right. And this could be simply done by conducting business surveys. What are Business Surveys Questions? The result?

Surveys 144

Surveys Feedback Morale Customer effort 144

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

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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

ProProfs Blog

OCTOBER 4, 2020

Do you know what is keeping so many entrepreneurs awake at night? . The need to get a better understanding of what their customers think of their brand. . As a result, it’s not surprising to see businesses chase customer feedback through interviews, surveys, questionnaires, and more. Stay tuned! .

Surveys 147

Surveys Education Feedback Marketing 147

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . The reasons are manifold: Confusing questions. Every Question Matters.

Surveys 158

Surveys Feedback Customer Support Construction 158

TeleDirect

MAY 6, 2024

What is an outbound call center, and how can it help a business grow? Your friends at TeleDirect have all the information you need for success. What is an Outbound Call Center? These are platforms where a business can direct all of its customer communication. So, what is an outbound call center, specifically?

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 93

Wait times Feedback CRM Surveys 93

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. Did we answer your question today?

Surveys 98

Surveys Feedback Customer Support Customer Experience 98

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

Surveys 121

Surveys Feedback Consulting Consulting 121

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Some of us slowed down.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

Nicereply

MARCH 22, 2022

When you want to know what your customers are thinking, a survey is a great start. You can collect large numbers of responses easily with a low budget. But your survey responses can only be as powerful as your questions are. Ask the wrong questions, and you might not get very helpful answers.

Surveys 95

Surveys Feedback Benchmark Metrics 95

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ProProfs Blog

FEBRUARY 28, 2020

When you want to buy a new phone, you’ll go for Apple if you need a good camera, you’ll go for One+ for speed etc. This is what brand awareness does, it not only affects the decisions of the customers, but it also creeps into the lifestyle. . The result is a distorted image of how the customer perceives the brand. .

Surveys 143

Surveys Metrics Marketing B2B 143

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146