Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. Here’s a summary of the workshop and the insights gleaned: Unlocking a Customer Experience Transformation Strategy The workshop, spanning 85 minutes, was structured to encourage active participation and meaningful discussions among attendees.

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! More importantly, the company employed a new way to game their customer surveys — resulting in ONLY the data they want to see and discarding the rest. Eastern time!

Surveys 62

Surveys Feedback Advertising Accountability 62

ShepHyken

NOVEMBER 13, 2023

The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience. Download this ebook to discover why surveys are dying, and how AI can help to replace them now.

Customer Service 143

Customer Service Surveys Customer Care Customer Experience 143

Beyond Philosophy

DECEMBER 22, 2023

Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. Complete this short survey. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Please tell us how we are doing!

Consulting 221

Consulting Consulting Education Customer effort 221

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 202

Surveys Automotive Advertising Enterprise 202

Beyond Philosophy

DECEMBER 8, 2023

Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. Complete this short survey. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Please tell us how we are doing!

Airlines 221

Airlines Consulting Consulting Education 221

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. Connect with Shep on LinkedIn.

Customer centricity 214

Customer centricity Chatbots Self service Feedback 214

Beyond Philosophy

DECEMBER 29, 2023

Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. Complete this short survey. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Please tell us how we are doing!

Consulting 221

Consulting Consulting Customer centricity Education 221

ShepHyken

NOVEMBER 6, 2023

How to Create Effective Customer Surveys and Obtain Actionable Insights by Scott Clark (CMSWire) When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. I’m a fan of surveys, but only if they are done correctly. Connect with Shep on LinkedIn.

Customer Service 165

Customer Service Self service Surveys Contact Center 165

Beyond Philosophy

DECEMBER 16, 2023

Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. Complete this short survey. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Please tell us how we are doing!

Consulting 195

Consulting Consulting Education Marketing 195

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

DECEMBER 3, 2023

Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. Survey participants were asked to rate brands on four aspects of customer service: people, speed, services and resolution.

Customer Service 147

Customer Service Personalization Surveys Chatbots 147

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going.

Coaching 326

Coaching Customer centricity Accountability Feedback 326

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 198

Customer Service Government Customer centricity Customer Experience 198

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Connect with Shep on LinkedIn.

B2C 147

B2C Customer Service B2B Marketing 147

ShepHyken

SEPTEMBER 24, 2023

Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Customer Service 172

Customer Service Morale Surveys Consulting 172

ShepHyken

OCTOBER 29, 2023

New Survey Finds A Drop In Brand Loyalty by Greg Sleter (Store Brands) Despite the decline revealed in research from SAP Emarsys, marketers have opportunities to develop new ways to engage with shoppers. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 161

Customer Service Marketing Customer retention Customer Experience 161

ShepHyken

AUGUST 6, 2023

My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. BONUS State Of Tipping Culture In America – Survey Report by Malia McCabe (DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 in 2022 and 5.4%

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

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 143

Customer Experience Feedback Customer centricity CRM 143

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

ShepHyken

JANUARY 28, 2024

According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 165

Customer Service Consulting Consulting Customer Experience 165

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. Then, the researchers had undergraduates choose a poster after the survey and analysis. Colin has conducted numerous educational workshops to inspire and motivate your team. Click here!

Journey mapping 221

Journey mapping Sales Surveys Education 221

ShepHyken

MAY 15, 2023

Any customer satisfaction survey a company uses should provide insights that turn into actions that create better processes, increase customer satisfaction, and ultimately provide information that gets customers to return and spend more. I’ve also included many articles about NPS in this weekly roundup. Connect with Shep on LinkedIn.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. At both workshops, COPC Inc. At both workshops, COPC Inc. Read our workshop presentation.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Beyond Philosophy

AUGUST 10, 2023

But when they do customer survey data, the customers don’t think they are. Then, using those categories, they could write specific survey questions for those customers and determine what’s happening there. Colin has conducted numerous educational workshops to inspire and motivate your team.

Surveys 195

Surveys Education Sales Personalization 195

Interaction Metrics

JANUARY 26, 2024

.” Martha and Jason discuss a program that started by surveying customers and employees to assess customer service perceptions. This led to a program involving recorded call analysis and call center training workshops. ” Jason: “I know you did workshops, and you did some individual coaching.

Call Center 62

Call Center Metrics Coaching Surveys 62

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Beyond Philosophy

JULY 6, 2023

Their survey responses? So, what they say on a survey or Yelp review is suspect at some level, because of these biases. Colin has conducted numerous educational workshops to inspire and motivate your team. Finding The Hidden Things Your Customers Want So, how do you know what your customers want from you? Their Yelp reviews?

Government 195

Government Surveys Education Customer retention 195

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. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Metrics 62

Metrics Surveys Education Feedback 62

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. Maybe your team would benefit from a creativity workshop or team-building seminar to improve in-office relationships. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

MARCH 7, 2017

Working off the National Retail Association’s list of top retailers, she and her team chose the top 50, went in and took their surveys, then recorded the information and evaluated it. Based on 15 points of objective criteria, they wanted to determine how good the surveys were. How can you get a better customer satisfaction survey?

Surveys 168

Surveys Metrics Customer Experience Customer Service 168

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. The survey results were almost always extremely positive, even with the hostile classes. We had a few moments before the workshop began, so I spent some time talking to her. Thousands of employees attended. I was the same trainer each time.

Customer Service 62

Customer Service Coaching Feedback Management 62

SoliCall

AUGUST 2, 2023

Implement call monitoring , customer satisfaction surveys, and mystery shopping techniques to assess agent performance objectively. Offer opportunities for additional training, workshops, and certifications to enhance their expertise. 4- Quality Assurance Programs. 5 – Technology and Tools. 6 – Continuous Skill Development.

Call Center 52

Call Center First call resolution Construction call center software 52