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. But what kind of questions should you include? But what kind of questions should you include?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Beyond Philosophy

JUNE 2, 2022

But, also, these things are true about people’s trust in your life or customers on your sales reports. Bob has recently joined a company, managing the relationship of a large customer account with a long history with Bob’s company. The Four Things You Can Do to Discover if Customers Trust You. Why would you do this?

Surveys 222

Surveys Consulting Consulting Accountability 222

ShepHyken

SEPTEMBER 18, 2020

He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 308

Feedback Customer Service Surveys Accountability 308

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. If they do, it’s a good sign. Complete this short survey. How can we help?

Consulting 244

Consulting Consulting Sales Surveys 244

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Interesting concept!

Customer Service 332

Customer Service Customer centricity Government Upselling 332

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

Customer emotions 306

Customer emotions Surveys Consulting Consulting 306

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. For a customer service initiative to work, it has to keep going.

Customer Service 147

Customer Service Personalization Surveys Chatbots 147

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

Customer Service 180

Customer Service Best practices Surveys Feedback 180

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you. What are the immediate impacts of listening to your customers carefully?

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Customers always have high expectations from businesses. Improves customer satisfaction . Reduces operation cost .

First call resolution 192

First call resolution Call Center Best practices Customer Support 192

Beyond Philosophy

JUNE 25, 2022

I know he is sensible and good with his money. We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Key Ideas to Improve your Customer Experience. However, they are all at work in this critical customer strategy concept. He’s no Wally.

Construction 195

Construction Consulting Consulting Surveys 195

Interaction Metrics

AUGUST 18, 2023

  Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. In short, customer interaction extends throughout the entire customer journey. I get quite a few.

Surveys 62

Surveys Feedback Metrics B2B 62

Beyond Philosophy

DECEMBER 4, 2021

I love when listeners write in with their business problems. In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be. Complete this short survey.

Consulting 150

Consulting Consulting Metrics Customer Experience 150

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . A rating scale is a popular closed-ended question type where you can assign different weights to each answer option. . What is a Rating Scale?

Surveys 142

Surveys Best practices Feedback Customer Service 142

Beyond Philosophy

FEBRUARY 19, 2022

Key Ideas to Improve your Customer Experience. So, if you’re having a conversation about customer strategy, think at their level, which is a high-level customer strategy, not an on-the-ground customer tactic. Complete this short survey. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Nicereply

MAY 7, 2024

By getting to know your potential customers and learning about their problems. Or, to put it another way, you need to manage customer pain points to drive sales. This article explores what customer pain points are, and how you can learn about them and use them to your company’s advantage. What is a customer pain point?

Sales 52

Sales Management Surveys Wait times 52

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. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Beyond Philosophy

AUGUST 10, 2023

But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. For my part, it’s the customers’ perspective. So, if you feel good about your interpretation, you have a positive sum.

Surveys 195

Surveys Education Sales Personalization 195

Beyond Philosophy

SEPTEMBER 10, 2022

Did you watch hours of news coverage hoping for some good news? Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. We undertake this exercise by asking a lot of questions. Key Ideas to Improve your Customer Experience.

Consulting 171

Consulting Consulting Finance Healthcare 171

Interaction Metrics

DECEMBER 13, 2023

Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. It’s more fundamental than that — it’s simply right.

Surveys 62

Surveys Benchmark Feedback Best practices 62

Toister Performance Solutions

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? As if the survey is somehow about assigning credit rather than getting unvarnished, actionable feedback from customers.

Surveys 71

Surveys Customer Service Advertising Wait times 71

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?

Surveys 183

Surveys Customer Experience Advertising Feedback 183

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. Types of Website Surveys.

Surveys 145

Surveys Feedback Marketing Customer Support 145

Beyond Philosophy

SEPTEMBER 25, 2021

In this episode, we answer a question from one of our listeners, Mohammed, who wanted to know how to convince his team to implement a free trial to increase sales. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources. Click here to learn more.

Sales 150

Sales Consulting Consulting Surveys 150

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021. Should we be doing more?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Beyond Philosophy

SEPTEMBER 18, 2021

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. Key Ideas to Improve your Customer Experience. When you are better, customers come back.

Consulting 171

Consulting Consulting Best practices Customer Experience 171

Beyond Philosophy

JANUARY 30, 2021

You have only half a second to make an excellent first impression with your customers with your digital experience. So, the question is whether you are proud or concerned about your digital experience after hearing this stat? Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer emotions 195

Customer emotions Consulting Consulting Engineering 195

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If like me , you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. Thankfully this attitude towards surveys is relatively rare in B2B. How many B2B companies field surveys nowadays?

Surveys 78

Surveys B2B Feedback Technical Support 78

Quiq

SEPTEMBER 22, 2022

Ugh, surveys… Right? You talk to customers; your support team talks to customers. You feel like you have a pretty good idea of what’s working, what’s not, and what needs to improve. We know collecting and analyzing surveys can be a pain. Keep reading to learn how to collect feedback from customers.

Feedback 52

Feedback Surveys Customer Service Customer effort 52

Toister Performance Solutions

JANUARY 21, 2021

The Service Culture Handbook helped popularize the concept of a customer service or customer experience vision. A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page. Even worse, it doesn't focus on customers. World's best customer service team."

Surveys 71

Surveys Customer centricity Customer Service Customer Experience 71

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Apply your branding to your survey.

Surveys 90

Surveys Feedback Best practices APIs 90

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. The key is to create a set of prompt writing muscles and develop a routine for automating tasks.

Scripts 98

Scripts Accountability Feedback Marketing 98

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Consider asking yourself these questions: 1. Have I built a good rapport with my team members? Be sure they feel comfortable reaching out for assistance if they have questions. Average handling time (AHT).

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. That customer could be calling any business.

Scripts 62

Scripts Customer centricity Chatbots Technology 62

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Management 153

Toister Performance Solutions

APRIL 27, 2023

Do your customer service goals inspire the team? It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. This post outlines the three elements of the FIT goal model, how to use it, and why it's so effective at motivating customer service employees. This goal is much clearer now.

Self service 99

Self service Surveys Banking Customer centricity 99