ShepHyken

MAY 5, 2025

How can schools create a system that effectively responds to feedback from students and parents? What is reputation marketing? While good marketing helps, it is not enough to build a good reputation. Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement.

Customer Experience 187

Customer Experience Feedback Employee engagement Marketing 187

ShepHyken

NOVEMBER 21, 2024

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else. Why don’t customers leave feedback? About: Kevin J.

Feedback 156

Feedback Marketing Customer Service Customer Experience 156

CCNG

MAY 7, 2025

Yuval Harari (and unhappy when our marketing team promises luxury and delivers…well, something less than that) In the business world, especially in customer experience, this equation is everything: Customer Satisfaction = Reality Expectations Let me give you two examples from the trenches. It was marketing. And there it was.

CCNG 195

CCNG Government Wait times Call Center 195

PeopleMetrics

MAY 27, 2025

I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. Whether youre a CX leader, a market researcher, or a data-driven decision-maker, this series offers the knowledgeand the toolsyou need to move forward with confidence. Its everything.

Marketing 62

Marketing Surveys Feedback Customer Experience 62

ShepHyken

JUNE 9, 2025

Brands need to be willing to listen to customer feedback and adapt accordingly. ” About: Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University’s Goizueta Business School. Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience.

Feedback 196

Feedback Customer Experience Management Marketing 196

ShepHyken

MARCH 30, 2025

Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more. This is where consumer feedback proves invaluable. It creates special and unforgettable moments.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

CSM Magazine

MAY 30, 2025

More specifically, relevant survey insights will enable you to uncover emerging marketing trends and take advantage of them, gauge customer satisfaction, and improve the quality of your future offers. Types of surveys your business can use Different types of surveys can help your business in various ways, including: Market research survey.

Surveys 52

Surveys Marketing Feedback Metrics 52

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. In reality, they are marketing programs that do a great job of bringing customers back. Some very popular business sayings are potentially detrimental to your organization.

Customer Service 238

Customer Service Customer Support Feedback Technology 238

ShepHyken

FEBRUARY 25, 2025

Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.

Feedback 337

Feedback Customer Support Surveys Customer Service 337

ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not). My Comment: Here’s an interesting article about the link between CX and marketing. Marketing is about the brand promise.

Customer Service 177

Customer Service Entertainment Consulting Consulting 177

OctopusTech

MAY 20, 2025

When you want to understand your market and improve your strategies, working with a market research company can help. Here are the top market research companies that you can work with. Octopus Tech Octopus Tech is more than just a market research company.

Marketing 62

Marketing Automotive B2B Transportation 62

AWS Machine Learning

NOVEMBER 7, 2024

These advanced models greatly improve performance in multisubject prompts, image quality, and typography and can be used to rapidly generate high-quality visuals for a wide range of use cases across marketing, advertising, media, entertainment, retail, and more.

Advertising 119

Advertising Entertainment Marketing APIs 119

CSM Magazine

JUNE 10, 2025

While customer service and marketing have traditionally operated in silos, modern businesses are recognising the value in unifying these departments. Aligning digital marketing with customer service can lead to more personalised engagement, stronger brand consistency, and ultimately, happier customers.

Marketing 52

Marketing Customer Experience Advertising Scripts 52

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 353

B2C Customer centricity Feedback Upselling 353

C3Centricity

NOVEMBER 26, 2024

It’s a transformational shift essential to gaining a lasting competitive edge in today’s market. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

AUGUST 31, 2023

When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. And when customers have a great experience with your brand, they tell their friends and family about it. This is called word-of-mouth marketing, and it’s one of your most valuable strategies for growth.

Journey mapping 336

Journey mapping Upselling CRM Feedback 336

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. My Comment: Can AI create help a company create an emotional connection?

Customer Service 187

Customer Service Customer retention Personalization Sales 187

TeleDirect

JANUARY 15, 2025

Outbound Call Centers: Focus on business-driven communication , including sales, marketing, and follow-ups. Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Competitive Market: Empathy differentiates businesses in a crowded market, making them more appealing to customers.

Call Center 126

Call Center Customer Service Healthcare CRM 126

PeopleMetrics

JUNE 11, 2025

They prefer learning by doing, learning in community, and getting feedback in real time. Ask for feedback. Show you’re growing alongside them (not just marketing to them). They don't want static content; they want dynamic enablement. Traditional onboarding manuals and static training videos? You must keep evolving it.

Marketing 71

Marketing Finance Education Feedback 71

ShepHyken

OCTOBER 8, 2021

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. .

Best practices 355

Best practices Customer Service Morale Feedback 355

PeopleMetrics

MAY 15, 2025

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all. Thats Customer Experience (CX) feedback. The feedback is real.

Marketing 62

Marketing Coaching Surveys Feedback 62

CSM Magazine

DECEMBER 3, 2024

No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.

Marketing 52

Marketing Chatbots Analytics Advertising 52

ShepHyken

APRIL 23, 2024

They look good on the outside, with amazing marketing and advertising, a beautiful website, a beautiful building, etc., Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” In the business world, this is akin to the feedback your customers give you.

Customer Experience 353

Customer Experience Advertising Feedback Engineering 353

Beyond Philosophy

JULY 16, 2020

We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. Not only does that go against the idea of getting authentic feedback, but it can also backfire. She, along with colleagues, published about the Return Trip Effect.

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

NOVEMBER 11, 2024

How should companies handle feedback to improve their brand’s customer experience? Quotes: “To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. What are the key elements of a logo or brand identity that influence customer experience?

Customer Experience 167

Customer Experience Feedback Personalization Customer Service 167

TeleDirect

JUNE 13, 2025

How Call Centers Improve Lead Qualification for Businesses Introduction In the world of sales and marketing, call centers are essential for lead qualification because not all leads are created equal. Cost Efficiency Reduces wasted time and resources on unqualified leads Improves the ROI of your marketing and sales spend 4.

Call Center 114

Call Center Scripts B2C CRM 114

CX Journey

JUNE 11, 2025

And that delivery responsibility isn’t just the job of marketing. Online reviews, social media posts, and industry chatter become your new brand story – one written by disappointed customers, not your marketing team. Gather feedback from customers, employees, and the market. Don’t hide behind marketing language.

Customer Experience 109

Customer Experience Calibration Journey mapping Morale 109

ShepHyken

OCTOBER 19, 2022

As you “shout” your brand promise, the feedback you get in return is the echo. The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . But it wasn’t long before the hype that came from the marketing and advertising fell short. in the 1980s.

Automotive 318

Automotive Advertising Engineering Feedback 318

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Talk to Your Employees. Conclusion.

Customer Service 378

Customer Service Chatbots Education Feedback 378

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. As companies look to the future, embracing a complete, thoughtful CX strategy remains crucial in an ever-changing market.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Conclusion .

Customer Experience 383

Customer Experience Management Finance Banking 383

ShepHyken

NOVEMBER 3, 2020

They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. About: Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. How to End “Good Enough” Customer Service.

Customer centricity 357

Customer centricity Surveys Technology Feedback 357

ShepHyken

AUGUST 20, 2021

Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow your profits. Whether they give good or bad feedback, listen to your customers and let them know you listen. Build a Referral Program.

Enterprise 423

Enterprise B2B Feedback Marketing 423