Beyond Philosophy

JANUARY 26, 2024

Our listeners will enjoy $ 500 off their first survey from YouGov. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. The biggest mistake people make in customer research is not doing it often enough. Click here. But it isn’t.

Surveys 221

Surveys Marketing 221

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

CCNG

JULY 12, 2023

It may not surprise you that the next day I got a survey, they wanted my feedback! Here is a disturbing new trend, machines in airport bathroom you get to touch AFTER using the bathroom. The airport wants a survey from you on your bathroom experience. I can’t go to any website without someone wanting me to take a survey.

CCNG 195

CCNG Airlines Surveys Feedback 195

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 165

Customer Service Self service Surveys Contact Center 165

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.

Surveys 96

Surveys Feedback B2B SaaS 96

ShepHyken

FEBRUARY 14, 2023

When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations. It’s not even about you.

Surveys 374

Surveys Customer Service Marketing 374

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We want them to get us to our destination safely and on time. Well, it is!

Personalization 432

Personalization Airlines Customer Experience Surveys 432

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. This is Dan’s take on it.

Customer Service 198

Customer Service Government Customer centricity Customer Experience 198

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 314

Customer Service Surveys Marketing Customer Experience 314

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending NPS surveys via email is one of the most popular ways to distribute the survey.

Surveys 97

Surveys Best practices Feedback Personalization 97

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources.

Feedback 157

Feedback Analytics Multichannel Surveys 157

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant. It makes the edit/create process easy!”

Surveys 65

Surveys Feedback Personalization Management 65

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. 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. How do you collect VoC data?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

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.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. In this post, I’ll show you: What is the customer service sentiment arc?

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. And how should you structure your survey? What is an After-Call Survey For?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Interaction Metrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? It comes in a variety of forms: Survey answers to rating questions (e.g., How can we improve?”)

Feedback 62

Feedback Construction Surveys Metrics 62

ProProfs Blog

OCTOBER 30, 2021

40% of people abandon a website that takes more than 3 seconds to load. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. UX surveys are only as good as the questions you ask your participants. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. We’ll cover: What is customer experience research? Let’s get started !

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Surveys 80

Surveys Employee engagement Feedback Management 80

Toister Performance Solutions

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. You need legendary stories of your own if you want to deliver legendary customer service.

Surveys 109

Surveys Coaching Customer Service Feedback 109

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? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. If you want your brand to succeed, it must be someone who understands and respects customer service. Request pricing now.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Surveys 158

Surveys Construction Personalization Feedback 158

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

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. Get started today! These are platforms where a business can direct all of its customer communication. That’s a great way to boost your bottom line!

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

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. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

customer sure

SEPTEMBER 11, 2023

“How can we get more customer feedback survey responses?” It’s the question we get asked the most. Let’s face it — everyone running a Voice of the Customer program wants to increase their response rates. They can close the survey either straight away, or answer several questions then close it.

Surveys 62

Surveys Abandon rate Feedback Healthcare 62

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. But, how to measure employee engagement to ensure maximum productivity? Let’s have a complete understanding of an employee engagement survey.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

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. What are the types of customer feedback?

Feedback 83

Feedback Surveys voip Enterprise 83

Lumoa

APRIL 14, 2023

Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started! A new way to invite others to Lumoa Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers. Lumoa Popup surveys can now accept tags ????

Surveys 83

Surveys Feedback 83

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Feedback 83

Feedback Surveys Metrics Customer Experience 83