ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

ShepHyken

DECEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?

Feedback 187

Feedback Airlines Best practices Surveys 187

ShepHyken

MAY 27, 2025

While its only been five months since we surveyed more than 1,000 U.S. consumers, I bet a new survey would show continued improvement and comfort level regarding AI. As negative as these findings sound, there are plenty of findings that point to AI getting better. And more customers feeling comfortable using AI solutions.

Self service 250

Self service Feedback Surveys Customer Service 250

Beyond Philosophy

OCTOBER 11, 2024

He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., We wrap up with practical tips on gathering meaningful feedback, including choosing the right channels, keeping surveys relevant and concise, and acting on the feedback you receive. quick emoji selections).

Feedback 195

Feedback Surveys Personalization Customer Experience 195

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

Interaction Metrics

MAY 14, 2025

An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. The entire point of your survey is to interact with customers and employees, inviting them to share their thoughts.

Best practices 62

Best practices Surveys Metrics Feedback 62

ShepHyken

FEBRUARY 18, 2025

While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey. Pay attention to what customers are not telling you.

Customer Service 226

Customer Service Construction Metrics Feedback 226

Callminer

MARCH 3, 2025

Knowing how to create CSAT surveys that customers want to respond to is important, but knowing how to uncover insights and intelligence from those surveys is equally important. Read more in our blog.

Surveys 182

Surveys 182

ShepHyken

FEBRUARY 24, 2025

By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback.

Customer Experience 212

Customer Experience Surveys Feedback Technology 212

CSM Magazine

MAY 30, 2025

This is where survey data comes to the rescue, allowing businesses to connect with insights that provide direct value and help them distribute their resources more efficiently. In this blog, we will walk you through everything you need to know about surveys and how they can help you make better business decisions, so read on to learn more.

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Surveys Marketing Feedback Metrics 52

Interaction Metrics

JUNE 5, 2025

We’ve completely updated our blog on how to analyze open-ended survey responses. The post New & Improved: Survey Text Analysis appeared first on Interaction Metrics. Click here to read the updated post.

Surveys 62

Surveys Metrics Feedback 62

PeopleMetrics

MAY 29, 2025

The question comes up regularly: "Should we tie our team's compensation to customer survey results?" Done right, compensation tied to survey results can drive remarkable improvements in customer experience. Start With a Pilot, Not a Policy Never launch straight into compensation-tied surveys. It's an appealing idea.

Surveys 62

Surveys Metrics Accountability Feedback 62

ShepHyken

APRIL 27, 2025

Most Consumers Will Pay 25% More for Their Favorite Brands, Survey Finds by Michael Brady (Marketing Dive) Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found. The second trend regarding surveys is pricelessness.

Customer Service 187

Customer Service Surveys Advertising Customer Experience 187

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. ” “To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice. Proactively use transactional VoC surveys to solve customer problems before they become negative reviews.

Surveys 62

Surveys B2C Best practices Feedback 62

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . I recently released my 2021 Achieving Customer Amazement research. One of the questions had to do with creating a personalized experience. . Well, it is!

Personalization 435

Personalization Airlines Customer Experience Surveys 435

ShepHyken

APRIL 13, 2025

How employee feedback surveys fuel customer experience excellence by Jill Raff (Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered. While many companies survey customers to find out how they are doing, few survey their employees.

Customer Service 167

Customer Service Surveys B2B Self service 167

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.

Surveys 62

Surveys industry standards Feedback Metrics 62

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

Contact Center Pipeline

APRIL 8, 2025

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond to a survey when presented with one. It probably stems from being in the industry for so many years, but I also want to reward a great experience as much as […]

Surveys 130

Surveys Contact Center First call resolution Feedback 130

Beyond Philosophy

OCTOBER 17, 2024

Waterton says the Customer Experience space has many different approaches, from email surveys to SMS surveys and many other survey types. Hence, “survey fatigue” seems to have bubbled up over the last year. Customers are tired of answering surveys. Moreover, the survey can become part of the experience.

Feedback 195

Feedback Surveys Construction Education 195

ShepHyken

MARCH 30, 2025

Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said. New Survey Reveals Price Hikes Wont Break Customer Loyalty. Each week, I read many customer service and customer experience articles from various resources. But Theres a Catch.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

ShepHyken

APRIL 21, 2025

In Sheps recent customer service and experience survey , we found that the average customer is willing to give you two chances before they switch to a competitor. They often see little value in answering surveys and may prefer to quietly switch to a competitor. However, customers are becoming less tolerant of poor experiences.

Customer Experience 177

Customer Experience B2C Analytics B2B 177

Customer Think

JUNE 10, 2025

Traditional B2B customer surveys are rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding.

B2B 60

B2B Surveys Analytics 60

Beyond Philosophy

JULY 16, 2022

Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. First, we discuss how Jane can increase her response rates to her survey and get the team on board with the new initiative. Complete this short survey.

Consulting 394

Consulting Surveys Consulting Customer Experience 394

CCNG

MAY 7, 2025

I mean, sure he had syphilis and no plumbing, but he also had zero expectations of air travel, Netflix, or customer service surveys. If you think its all relative that satisfaction lives in the gap between what you expected and what you gotyou might lean king. By almost every measure, we are better off than our ancestors.

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CCNG Government Wait times Call Center 195

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric?

Chatbots 196

Chatbots Customer centricity Metrics Feedback 196

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire.

Customer Service 391

Customer Service Consulting Consulting Surveys 391

Beyond Philosophy

AUGUST 21, 2020

It also means that you don’t get a representative sample of surveys. So, the owner of a restaurant or other service provider would want to encourage customers to write reviews on their phones by sending them surveys or other mobile prompts. However, Professor Melumad says that this problem exists regardless of the device used.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JUNE 16, 2025

She also suggests a quick customer survey, checking in with top clients, and getting feedback from your team. What you may not know is that we co-host The SUPER AMAZING Show and feature a short customer service/CX tip every week.

Customer Service 177

Customer Service Feedback Customer Experience Customer Care 177