ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. How do you know what your customers think of you?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. It’s a starting point to get the organization putting collective heads together to outline what is already known (based on customer feedback, customer data, the fact that you are likely a customer of your own business, etc.)

Journey mapping 83

Journey mapping Feedback Customer Experience 83

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 118

Feedback Healthcare SaaS Coaching 118

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. I have added my comments about each article and would like to hear what you think too.

Customer Service 142

Customer Service B2C Feedback Marketing 142

AWS Machine Learning

APRIL 27, 2023

In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks. Those confident but nonsensical explanations are even more prevalent when LLMs are trained using Reinforcement Learning from Human Feedback (RLHF), where reward hacking may occur.

Feedback 66

Feedback Calibration Benchmark Advertising 66

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, Continue for Feedback About Managers.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Toister Performance Solutions

DECEMBER 7, 2023

Workshop name and description Audience (who is attending training) Learning objective(s) The learning objectives section is an opportunity for the manager to explain what they hope the training to accomplish. Here’s an example of the completed Workshop Planner for the home improvement company. Your action plan is now complete.

Management 109

Management Customer Service Feedback Marketing 109

Myra Golden Media

JULY 2, 2019

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! I thought you would appreciate the feedback Thank you. You have nothing to lose!

Coaching 264

Coaching Feedback Customer Support Management 264

Fonolo

OCTOBER 26, 2022

Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback? How can agents feel motivated if their hard work is met with zero feedback or rewards? Radio silence.

Call Center 142

Call Center Abandon rate Education Contact Center 142

ShepHyken

NOVEMBER 6, 2023

Consider the first “gist” the author serves up: “Customer surveys are more than just feedback tools; they’re strategic assets for brands.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Surveys should be part of your customer experience strategy.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

DECEMBER 17, 2023

There is everything from the simple idea of writing a handwritten thank you note to optimizing your current “feedback loop.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. There is a short paragraph for each idea, so consider these idea-starters.

Customer Service 146

Customer Service Customer centricity Customer Experience Feedback 146

ShepHyken

JULY 31, 2023

To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

OCTOBER 23, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. When customers know you care, you create an emotional connection that fosters trust and loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Beyond Philosophy

JANUARY 4, 2024

Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. One of the significant changes during COVID-19 was the lack of conferences.

Customer centricity 244

Customer centricity Morale Finance Education 244

PeopleMetrics

FEBRUARY 13, 2015

We were sitting with our desks in a circle, workshopping a classmate’s story. It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Not so much.

Feedback 97

Feedback Customer centricity Customer Experience Personalization 97

ShepHyken

JUNE 11, 2023

5 Things Clients Won’t Tell You Before They Leave by Dawna Jarvis (Salon Today) As service providers, we often wonder why clients choose to leave without providing any feedback. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

B2B 156

B2B Customer Service B2C Advertising 156

Beyond Philosophy

JULY 13, 2023

It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Colin has conducted numerous educational workshops to inspire and motivate your team. Social media Data support Ticket data Customer satisfaction metrics.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JULY 17, 2023

However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. My Comment: I’ve always said, “Success doesn’t happen by accident.”

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

SharpenCX

MAY 31, 2023

Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources. Provide Continuous Feedback and Coaching: Regular feedback and coaching sessions are vital for agent growth and improvement. Offer constructive feedback on agent performance and provide suggestions for enhancement.

Call Center 76

Call Center Construction Coaching Morale 76

Interaction Metrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. But in our recent CXPA workshop roundtable on NPS for B2B companies, Bain’s Rob Markey disputed that premise. In research, it’s the norm.

Surveys 62

Surveys B2B Feedback Customer centricity 62

SoliCall

AUGUST 2, 2023

2 – Performance Feedback and Coaching. Implement a robust performance feedback system to provide agents with constructive feedback. Provide agents with detailed feedback on their performance to help them improve. Offer opportunities for additional training, workshops, and certifications to enhance their expertise.

Call Center 52

Call Center First call resolution Construction call center software 52

NobelBiz

FEBRUARY 15, 2023

This workshop brings together at the same table the management of the contact center and the ordering client. Even though the purpose of these calibration workshops for the various assessors is to match the level of criteria between the customer and the service provider, they provide a number of benefits.

Calibration 52

Calibration Call Center Call Logging Quality management 52

JustCall

MARCH 28, 2023

Regular team meetings and workshops provide opportunities to discuss industry trends, new strategies, and techniques to enhance sales performance. Schedule regular team meetings and workshops to ensure ongoing collaboration and learning opportunities.

Sales 52

Sales CRM Best practices Morale 52

Fonolo

JANUARY 31, 2023

Include workshops and group activities as much as possible! As part of your formal training plan, schedule time to send staff to conventions, classes, and workshops. Here are some key ways to integrate customer profiles into your agent training plan: Make agent feedback a priority. Foster empathy with the customer.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Provide platforms for feedback and make sure everyone feels heard and valued for their input. Provide Access to Mental Health Resources Access to mental health resources is crucial.

Contact Center 52

Contact Center Morale Call Center Feedback 52

Fonolo

AUGUST 29, 2023

Create engaging workshops that combine theoretical knowledge with practical exercises. There are plenty of resources online and organized workshops and courses you can take advantage of, too. Stay on the right path by continuously assessing your agents’ progress, providing constructive feedback, and celebrating their successes.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. We had a few moments before the workshop began, so I spent some time talking to her. They didn't coach their employees or give them any feedback. They coached employees, gave feedback, and celebrated wins. That's my first complaint."

Customer Service 62

Customer Service Coaching Feedback Management 62

Clarabridge

OCTOBER 8, 2015

Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. What you do with that feedback can elevate your role within the organization because you’re the one with the true pulse on what customers think, need, and want. Working toward that next big promotion?

Feedback 63

Feedback Metrics Surveys Customer centricity 63

Beyond Philosophy

OCTOBER 19, 2023

Then, researchers asked a second group to fill out a survey on the posters that asked questions and sought feedback from several perspectives. Colin has conducted numerous educational workshops to inspire and motivate your team. Then, the researchers had undergraduates choose a poster after the survey and analysis. Click here!

Journey mapping 222

Journey mapping Sales Surveys Education 222

Vistio

FEBRUARY 20, 2024

The Limitations of Traditional Outbound Sales Call Training Traditional outbound sales call training mainly relies on scripted sales pitches, role-playing exercises, and in-person workshops to train sales representatives. Get a personalized demo today and see the results yourself.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

CSM Magazine

MARCH 1, 2024

This could include training lessons with a teacher, e-learning courses, workshops, or training on the job. Checking and Giving Feedback: Continuous review is necessary to determine how well training programs work and where they can be improved.

Feedback 52

Feedback Technology Management 52

Call Center Weekly

JANUARY 10, 2018

Pay attention to feedback before it becomes a huge amount of data. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. That said, all journeys require a thorough understanding of where each customer might require that proactive support.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This expresses gratitude for customers’ generous time and effort in giving you feedback. Then create an action plan that addresses the root issues revealed by the 5th why.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

Interaction Metrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Methods include customer feedback surveys , service evaluations , and more. Nuanced analysis wins.

Metrics 62

Metrics Surveys Education Feedback 62

delighted

OCTOBER 17, 2023

An employee survey hands the mic to employees and empowers them to share critical feedback as to what’s working – and what isn’t – about their work experience. This feedback then allows you to pinpoint problems, take data-driven action, and make a positive impact on company culture and employee happiness.

Surveys 81

Surveys Employee engagement Feedback Management 81