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5 Top Customer Service Articles For the Week of September 28, 2020

ShepHyken

(Forbes) In a study led by IDC’s Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs. What are CX leaders now focused on?

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The Convenience Question: How Easy Am I to Do Business With?

ShepHyken

This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.

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5 Top Customer Service Articles for the Week of March 18, 2019

ShepHyken

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

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The Best Feedback Question

ShepHyken

I put it right up there with the NPS (Net Promotor Score) question, which I’ll share later. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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5 Top Customer Service Articles for the Week of July 31, 2017

ShepHyken

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Great insights from Customer Gauge.

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5 Top Customer Service Articles For the Week of April 30, 2018

ShepHyken

(Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

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5 Top Customer Service Articles of the Week 5-16-2022

ShepHyken

He believes in NPS, CSAT, and others, as long as they are used correctly. He also believes it’s important to measure the touchpoints found in a customer journey map. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.