ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. What a great way to do research and get feedback!

Net Promoter Score 124

Net Promoter Score Effort Score Conference Hotels 124

ShepHyken

FEBRUARY 21, 2023

Delivering an amazing customer experience makes price less relevant. Fifty-eight percent of customers we surveyed said excellent customer service is more important than price. A great customer experience goes hand-in-hand with a great employee experience. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. The shorter the survey , the higher the percentage of response you’ll get.? . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Conduct a Focus Group.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

MAY 10, 2021

(Harvard Business Review) The most common methods of tracking customer sentiments have a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

ShepHyken

JUNE 3, 2019

I don’t think many companies lie to customers, but when something promised doesn’t happen for any reason, the customer may begin to lose trust and confidence in the company. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Customers are getting survey fatigue.

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

ShepHyken

MARCH 18, 2019

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.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

SEPTEMBER 5, 2022

Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience. The article quotes a survey that claimed 64% of consumers would switch. Yes, even negative feedback and ratings can be positive.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. My take is that the interview is combining elements of a survey and focus group. Interesting concept! Follow on Twitter: @Hyken.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

JUNE 15, 2020

My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep. You’ll find some good ideas in this report.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

ShepHyken

DECEMBER 27, 2021

Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. My Comment: Don’t be afraid of customer complaints. Wait, please, help is on the way. Embrace them! Follow on Twitter: @Hyken.

Customer Service 73

Customer Service Tips Fashion Call Center 73

ShepHyken

FEBRUARY 16, 2020

How to Avoid Providing a Bad Customer Experience by Rieva Lesonsky. Small Business Trends) Ready to win back a customer after a bad customer service complaint? My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. It may already be too late.

Customer Service 129

Customer Service Customer Journeys B2B Retail 129

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JANUARY 22, 2018

(Harvard Business Review) Customer service seems like common sense for businesses. My Comment: This is a fascinating article with a focus on customer service delivered through social channels. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

ShepHyken

APRIL 20, 2020

Surveys in the Time of Pandemic by Jim Tincher. Heart of the Customer) I reached out to some of my CX thought-leader friends to get their perceptions of what we should be doing. My Comment: In the midst of the COVID-19 pandemic, is it appropriate to survey our customers? (My favorite company that does this is Nike.).

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

AUGUST 22, 2016

Listen to Your Employees, Not Just Your Customer by Beth Benjamin. Harvard Business Review) In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. When it comes to delivering an excellent customer experience, just asking the customer for feedback isn’t enough.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

JANUARY 10, 2018

Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I I just have one complaint.

Customer Service Training 46

Customer Service Training Tips Customer Service Customer Experience 46

ShepHyken

AUGUST 15, 2022

For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship. My Comment: Feedback is a gift, so accept it with open arms. There’s a great line in the article: “Getting feedback isn’t the end of the process – it’s just the beginning.”

Customer Service 13

Customer Service Survey Tips Feedback 13

ShepHyken

OCTOBER 17, 2022

Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are? My Comment: I’ve always believed that surveys are very important. Make Your Move by Jeb Dasteel.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Company 47

Company Customer Service Representative Customer Service Training Training 47

ShepHyken

JUNE 20, 2022

While your business may have a few standout customers who have become brand ambassadors for your product or service, the unengaged or inactive customers are often the ones you need feedback from the most. These customers can provide candid and honest feedback as to why they aren’t more engaged with your business.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Meet the needs and calm the angry customer. photo credit: jlcwalker Possibly Related Posts: Help customer focus with the right attitude There are a number of factors that significantly affect how.

Customer Service Representative 41

Customer Service Representative Course Customer Service Training Training 41

ShepHyken

NOVEMBER 28, 2022

In this article by Tomas Hult, part of the team that brings you the American Customer Satisfaction Index , you will learn the importance and power of the CEO, president, or owner of a company spending time on the frontline, hearing from, learning from and answering customers questions, comments, and complaints.

Customer Service 13

Customer Service Contact Center Case Study Tips 13

ShepHyken

JULY 16, 2018

Why Customer Churn is Inevitable if You’re Not Closing the Loop—At Every Level by Ian Luck. CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries.

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ViiBE Blog

AUGUST 27, 2021

These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). When combined, these factors can give you an overview of your overall customer experience. This feedback will suggest areas for improvement. .

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

FEBRUARY 12, 2018

This past week he shared three really cool technologies that are being used to create better and unique customer experiences. From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner. CMSWire) Most brands recognize that customer-listening programs add value to their overall experience.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

DECEMBER 17, 2018

Understanding what causes turnover can help you avoid this costly problem, which is good for the company, the employees and the customers. How Conversational Surveys Can Offer 91% More Actionable Insight Than Form Based Surveys by Wizu. My Comment: We want feedback from our customers. It helps us get better.

Customer Service 79

Customer Service Trends Customer Care Case Study 79