InMoment XI

MAY 18, 2022

There’s no one right way to collect feedback. It depends on the audience, the timing, the circumstances, and ultimately—what you’re trying to learn. Here’s what we’re doing and why we think it is successful. It’s the most personal way to request feedback and build lasting relationships, win or lose.

B2B 493

B2B Company Roadmap Sales 493

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. Think about all the customer feedback we see – tweets, reviews, comments, surveys. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Analysis 394

Analysis Software Comparison Social Media 394

ShepHyken

NOVEMBER 27, 2020

Depending on what you do, it makes sense to look at your processes and pipeline and find ways to reduce customer wait time. If you sell products, such as T-shirts, jewelry, or some electronics, you can do this by cutting out the middleman. It also means you are unlikely to run out of products that are in high demand.

Customer Experience 155

Customer Experience How To Wait Times Customers 155

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. In This Article: What is the Voice of the Customer (VoC)? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

Comm100

DECEMBER 8, 2020

What is a Chatbot? The technical side of chatbot implementation is now easier than ever, no matter what type of landing page builder you used, you can integrate Chatbot programs into your website to guide visitors through the site and toward a purchase. Owning a business is not a piece of cake. It takes patience and dedication.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Lumoa

AUGUST 18, 2022

Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. The lack of understanding on how to take customer feedback is what makes it worse. The question is, what can a business do to turn things around?

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

ShepHyken

SEPTEMBER 15, 2017

Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool. Customer behavior online gives plenty of insight into what they like. Additional research shows that AI marketing will, in fact, be a dominant marketing trend this very year.

Customer Engagement 197

Customer Engagement Engagement Marketing Fashion 197

ShepHyken

OCTOBER 4, 2019

What is most important for any business today? In 2020 , customer experience will overtake price and product quality as the key brand differentiator. What is customer engagement? This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways.

Brands 121

Brands Engagement How To ROI 121

ShepHyken

MAY 31, 2019

Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience? But what does “customer experience” mean and how does it differ? You need to profile the customers that will use your product or service and understand their motivations, concerns and needs.

Customer Experience 118

Customer Experience Touchpoint User Experience Feedback 118

ShepHyken

FEBRUARY 9, 2018

What is the most important thing you can do to improve relationships with your customers? What is brand advocacy? Brand advocacy simply means that people who love your brand will continue to support your company and promote your services or products to new customers organically. Make eye contact and use people’s names.

Customer Service Training 154

Customer Service Training Training Brands Customer Service 154

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? To keep reading, click here ! .

Contact Center 52

Contact Center Call Center Trends Healthcare 52

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! Of course, this is with good reason. They Know Your Customers.

Omni-Channel 96

Omni-Channel Feedback Customer Experience Data 96

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Daniel Group

APRIL 18, 2024

In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Here’s what we learned: NPS and Overall Satisfaction Correlation We correlated the NPS ® (Net Promoter Score) and Overall Satisfaction (1-10 scale). What Does Effective Communication Do for CX?

Communication 98

Communication Strategy NPS Net Promoter Score 98

ShepHyken

AUGUST 30, 2019

But just what is customer lifetime value ? Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. There will always be different types of customers for your products and services.

Loyalty Programs 106

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 106

BirdEye

SEPTEMBER 11, 2023

Multi-location businesses receive unprecedented customer feedback through social media, surveys, and online reviews. Manually analyzing this feedback can be time-consuming and prone to human biases. This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business.

Feedback 108

Feedback Strategy Social Media Analysis 108

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. A persuasive leader.

Resources 80

Resources Management Conference Groups 80

ShepHyken

NOVEMBER 29, 2019

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. So, what part does technology play in this?

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. While people might not remember exactly what you said, they’ll always remember how you made them feel. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Are you marketing your product in the right way? It is important to design a good product. It is important to design a good product. Shep Hyken. Disappointments can be delightful!

Poor Customer Service 110

Poor Customer Service Advertising B2B Policies 110

SurveySparrow

APRIL 30, 2024

Step 1: Make a List of Review Sites Identify the online platforms where your potential customers will go to get an idea of what you’re all about. This direct feedback can reveal review sites that you might have overlooked. This can help you identify areas to improve in your own products and services.

Management 52

Management How To Tips Guidelines 52

BirdEye

AUGUST 29, 2023

Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. See Pricing FREE DEMO Table of contents What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

ShepHyken

NOVEMBER 15, 2019

But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? Accessing their service and purchase history and proactively offering information on the customer’s potential needs, such as service updates or product training. Get Straight to the Point.

Self Service 95

Self Service Customer Experience Contact Center Interaction 95

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

ShepHyken

FEBRUARY 15, 2019

When your staff feels in control of the system they’re using, not only will they feel happier, but they’ll be more productive as a result. When your staff feels in control of the system they’re using, not only will they feel happier, but they’ll be more productive as a result. . – Shep Hyken. It helps them personalize their service.

e-support 90

e-support Retail System Sales 90

ShepHyken

AUGUST 10, 2018

Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully). From there, machine learning creates models to predict what customers are most likely interested in. This matter of specialization doesn’t just relate to products but also to product discounts, promotions, upselling, and cross-selling.

Analytics 67

Analytics Social Media Travel Banking 67

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. Experience shared by people who’ve done the hard yards and are sharing what they’ve learnt. These are two very different types of posts to what we produced before. Our initial blogging strategy. What we learned.

Strategy 91

Strategy Resources Feedback Metrics 91

ShepHyken

JUNE 1, 2018

Some aren’t comfortable with the interface, some don’t understand the product well and need help, while others aren’t satisfied with the support services. But this is what you need to improve your existing products or services further. So, what’s your next move? There are times when customers come looking for an answer.

Software 103

Software Comparison Customer Satisfaction System 103

BirdEye

DECEMBER 8, 2023

In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Table of contents What is corporate reputation?

Strategy 116

Strategy Management Social Media Brands 116

Retently

MARCH 29, 2023

In his blog post, he wrote: “So, in short, the master plan is: Build a sport car Use that money to build an affordable car Use that money to build an even more affordable car While doing above, also provide zero emission electric power generation options” The company had a vision and a long-term goal from the start.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

AUGUST 11, 2017

They’re the ones that constantly experiment to add customer value either by either reducing the friction of buying from them or offering new products and services that fill your unmet needs. Connect executives to customer feedback. Feedback must include elucidating comments, not just numbers. Positive feedback is great stuff.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

BirdEye

NOVEMBER 9, 2023

These platforms handle feedback, connect with customers, enhance services, and guide your company to success. This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry. Watch the Free Demo Now.

Insurance 111

Insurance Financial Feedback Consumers 111

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. But what if you are ignoring your greatest resources for improvement: your frontline employees? Foster the Voice of the Employee.

Culture 86

Culture Company Communication Employee Engagement 86

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

SurveySparrow

MARCH 19, 2024

In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience. What Is In-App Feedback?

Feedback 52

Feedback Tools Survey Tips 52

ShepHyken

APRIL 13, 2018

Before Soliciting Feedback. Is there a specific product or service that needs an update? And finally, once the data is gathered, who’s going to have access to it, and what will they be encouraged to do with it? It’s important to achieve clarity on your organizational goals from the information gathered.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

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. What can you find out about your customers with data? You can make operational changes based on what real customers have to say.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81