InMoment XI

FEBRUARY 3, 2022

We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. So what feedback collection methods should you be using if you want to gauge the Gen Z customer experience? Thinking of adapting your approach to customer experience surveys, and customer feedback in general?

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! First, obtain employee feedback through a company-wide survey.

Omni-Channel 95

Omni-Channel Feedback Customer Experience Data 95

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. They are the invisible threads that weave together a strong company culture, foster effective teamwork, and empower your team to navigate the ever-changing IT landscape.

Leadership 98

Leadership Culture Communication Exercises 98

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. It must be part of the company’s culture. – Shep Hyken. So what can we learn about the customer culture at Southwest? This also reminds us that customer service doesn’t just happen on the front line.

Customer Service 85

Customer Service Airlines Culture Survey 85

Lumoa

MARCH 8, 2023

Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback. For instance, when customers provide feedback on a telco’s website, only a portion is related to the website itself.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Daniel Group

JANUARY 25, 2024

In my recent blog, Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience , I discuss how we often overlook humor as a Customer Experience tool to build customer loyalty. Guidelines Be mindful of your customers: Consider how they may react based on their preferences and cultural backgrounds.

Loyalty 52

Loyalty Guidelines Conference Culture 52

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Design a customer-centric culture. Always start with the culture; everything else flows from here. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Is it really possible to measure customer culture? Tell me a little about your background?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Bookmark this list and get through it bit by bit. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 208

Analysis Social Media Trends Feedback 208

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. It’s about listening to customer feedback and actually implementing customer suggestions. appeared first on Shep Hyken.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Read Shep’s latest Forbes article: .

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

ShepHyken

NOVEMBER 17, 2017

Although the idea of customer engagement is still the same, what has changed in consumer culture in the second decade of the 21st century is the way businesses connect with customers. You can innovate based on customer feedback analysis and overall, make a person’s life better and not just simply provide a service.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

Experience Investigators by 360Connext

OCTOBER 2, 2018

Lead by sharing feedback from customers any way you can, and reinforce the importance of that feedback in every meeting. It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. This post was written for, and a version originally appeared on the Clicktools blog. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103

Daniel Group

SEPTEMBER 13, 2023

Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around? For example, when we are asked to give feedback about a product or service from a provider, we have several expectations. The secret lies in how you handle it.

Feedback 52

Feedback B2B Leadership Culture 52

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? “We implemented a number of customer relief programs, in response to a lot of feedback that cashflow was our customers’ biggest concern right now.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. agree regarding the efficiency of organizational culture in providing employee satisfaction.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Cultivating a Customer-Centric Culture 1. Traditional businesses can foster a culture that encourages employees to take initiative, make decisions, and go the extra mile for customers.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Implement feedback loops for continuous improvement 13. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Provide assurance and actively listen to their feedback.

Examples 109

Examples Tips How To Social Media 109

ShepHyken

JUNE 8, 2018

Multiple communications channels will make it easier for your customers: feedback buttons within products, tweeting, DM’s, the inevitable Facebook wall. Daphne Kasriel-Alexander is a content writer at Lightricks zooming in on what’s interesting about startup life, tech culture and design trends. Do You Know Yours?

Social Media 75

Social Media Video Case Study Customers 75

Daniel Group

MAY 25, 2023

In our latest blog , I outline the powerful role that senior leaders can play in establishing what actually matters to the organization. It is an ongoing process that really is more about changing the company culture. Cultural change takes time and effort. I hope you enjoy the blog, and please share your valuable feedback.

Government 52

Government Culture Touchpoint Customer Centricity 52

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Workplace environment and culture: This includes whether your employees are happy, what your company’s work culture is like, and how your HR team does its thing.

Strategy 115

Strategy Management Social Media Brands 115

PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Roadmap 108

Roadmap Management CEM Software 108

ShepHyken

JUNE 1, 2018

Monitors client feedbacks and ratings. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions. The post Guest Blog: Things to Consider Before Buying a Live Chat Software appeared first on Shep Hyken. So, ensure to compare them all on the basis of their features.

Software 103

Software Comparison Customer Satisfaction System 103

Daniel Group

JULY 1, 2023

In my recent blog post titled “ Your Brand and Customer Experience: Is CX Part of Your Brand Now? Building on this discussion, most companies know they should act on their Customer Experience Feedback, which significantly impacts customer loyalty and brand reputation. However, most companies are not acting on their own feedback.

Brands 52

Brands B2B Touchpoint Effort Score 52

SurveySensum

JANUARY 30, 2024

This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Assessing the CX Culture: Leveraging Feedback for Excellence “Can you describe a recent initiative where you used customer feedback to improve the experience?”

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. Better your Business with Customer Feedback Want to see the impact of Birdeye on your business? Ask for feedback Asking for feedback is crucial. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

SuiteCX

JANUARY 29, 2021

What she needed were better tools to help her analyze our VOC more efficiently, but the topic of tools will have to wait for another blog post. The other critical pillar was someone whose sole purpose was to care about the employee experience and drive a customer-centric culture. She could close the loop in her sleep!

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you developed a Culture Ambassadors program? And act on the feedback?

Strategy 0

Strategy Culture Employee Experience Leadership 0

Very Best Service

JANUARY 26, 2024

By sharing customer insights and feedback with marketing, you ensure your messaging resonates with real needs and pain points. Think FAQs, tutorials, and educational blog posts – content that empowers customers and reduces support tickets. Real-Time Feedback Loop, Constant Improvement: Marketing campaigns live and die by data.

Customer Service 52

Customer Service Marketing Touchpoint Loyalty 52

ShepHyken

MARCH 23, 2018

Retaining valued people requires ongoing engagement, which is a multifaceted approach, dictated by the culture of an organization. Negative customer reviews or feedback. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken.

Communication 82

Communication Leadership Airlines Social Media 82

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Cross-departmental collaboration is a reflection of a healthy internal culture. The result is a series of micro-cultures that aren’t always compatible. Shep Hyken.

Strategy 48

Strategy Meeting Conference Culture 48

SurveySparrow

JUNE 28, 2023

Hence, this blog aims to explore the concept of customer experience optimization and highlight its importance across various sectors, supported by real-world examples. Therefore, conduct market research, surveys , and collect feedback to gain insights into their preferences, pain points, and expectations.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

ShepHyken

SEPTEMBER 29, 2017

It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. It’s easy to track repeat purchases, referrals, feedback and other behaviors that your company can observe. Are you getting positive feedback? A Simple Playbook for Managing Customer Experience.

Measurement 54

Measurement Interaction Customer Experience Culture 54