Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Surveys 83

Surveys Feedback Banking Best practices 83

ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. On a scale of one to ten, how would you rate our customer service? On a scale of one to ten, how would you rate the quality of our product? I’m often asked by clients how to get more responses from customers who are sent surveys.

Feedback 271

Feedback Surveys Customer Service Personalization 271

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. Fun fact: my Customer Service Tip of the Week email was born out of one of these discussions.

Management 109

Management Customer Service Feedback Marketing 109

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how?

Morale 195

Morale Contact Center CCNG Agent burnout 195

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

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 89

Wait times Feedback CRM Surveys 89

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys fill that niche for real-world feedback. Why create a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. Most likely no.

Marketing 250

Marketing Customer Service Consulting Consulting 250

Advantage Communications

JANUARY 20, 2022

With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business.

Feedback 97

Feedback Surveys Customer Service Customer centricity 97

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

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

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. How do you know what your customers think of you?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

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. Net Promoter Score (NPS).

Feedback 310

Feedback Customer Experience Surveys Construction 310

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. We’ll explore: What is closed loop feedback? What are the benefits of closed loop customer experience?

Feedback 71

Feedback Surveys Metrics Journey mapping 71

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. Customers are expecting a better CX than in the past. Here are my top five picks from last week.

Customer Service 142

Customer Service B2C Feedback Marketing 142

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 380

Customer Experience Wait times Surveys Feedback 380

JustCall

OCTOBER 17, 2023

Today, customers expect faster and better outcomes and will even switch brands if their expectations are not met. However, most brands fail to gauge customer sentiments until it’s too late. This is why real-time feedback is critical for a brand that practices active listening and customer empathy.

Surveys 52

Surveys Feedback Metrics Construction 52

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Step 1: Define customer service quality for your company.

Customer Service 118

Customer Service Feedback Surveys Personalization 118

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 2: Recognition is Important .

Customer Service 312

Customer Service Employee engagement Morale Feedback 312

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 325

Customer Service Self service Feedback Management 325

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 might be your customers , stakeholders , or patients.

Best practices 52

Best practices Feedback Surveys Airlines 52

Toister Performance Solutions

AUGUST 30, 2018

The real impact was it caused her stress and negatively impacted the service she provided. Customer service teams have a lot of goals. Here's how to write ones that will help drive the right performance. Hallmarks of Bad Goal Customer service leaders often struggle to set goals that drive the right behaviors.

Customer Service 144

Customer Service Advertising Technical Support Surveys 144

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Ann Michaels and Associates

JULY 21, 2023

Getty Images Conducting call center evaluations for customer service is essential for ensuring consistent quality and identifying areas for improvement. Here is an outline on how we created the program: Starting Point Define Evaluation Criteria: Start by establishing clear and specific evaluation criteria.

Call Center 52

Call Center Customer Service Construction Coaching 52

ProProfs Blog

DECEMBER 6, 2019

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. The organizations that proactively invite and accept customer feedback have a better brand image.

Feedback 124

Feedback Surveys Benchmark Sales 124

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. How often do you find yourself dealing with severe and targeted criticism?

Customer Service 59

Customer Service Feedback Airlines Construction 59

Toister Performance Solutions

NOVEMBER 17, 2022

A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. Training, feedback, and coaching is often required to help employees develop the skills to do their job. from Quick Fixes to Attain Excellent Customer Service by Jeff Toister. It's hard.

Accountability 100

Accountability Customer Service Coaching Best practices 100

Toister Performance Solutions

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport makes customer service easier. Listening Skills Customer service is about helping people.

Customer Service 95

Customer Service Scripts Personalization Feedback 95

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67