ShepHyken

MARCH 31, 2021

So, here are three of my favorite ways to get to know your customer.? . 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.? . The post Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

ShepHyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

MARCH 2, 2022

Customers want and expect you to be proactive with your communication, especially if something is wrong. Our customer service research found that 81% of them (over 1,000) customers we surveyed expect companies to reach out to them as soon as possible if there is a problem with their order or service. .

Customer Service Training 145

Customer Service Training Meeting Communication Training 145

ShepHyken

APRIL 6, 2022

That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” The response was that 58% said, “Yes.” Once again, 58% said, “Yes.” .

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

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

DECEMBER 9, 2020

One of our clients asked whether they should share survey results with their team. Some of my clients have reviews and surveys returned daily and choose to share them every day in their morning huddles. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 144

Customer Service Training Leadership Survey Customer Service 144

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

Self Service 170

Self Service Chatbots Customer Relationship Management Customer Service Training 170

ShepHyken

JANUARY 4, 2023

Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . The Customer Support Department Becomes the Revenue Generation Department – In the past, customer support has been seen as a cost. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

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

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

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

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post You Can’t Automate Your Customer Relationship appeared first on Shep Hyken.

Customer relationships 161

Customer relationships Self Service Customer Service Training Customers 161

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? It sums up if the customer was happy and if the agent did their job. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company.

Feedback 110

Feedback Net Promoter Score Survey Customer Service Training 110

ShepHyken

NOVEMBER 24, 2021

Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. But, send me a new 80-inch flat-screen TV to get me to take a survey … now that’s a bribe! . I was asked by an auto dealership to rate them a 10 on their service.

Feedback 83

Feedback Survey Customer Service Training Video 83

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

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

MARCH 2, 2020

The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations? of businesses surveyed believe that CX offers a competitive edge, but only 14.4%

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

FEBRUARY 3, 2021

When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. There are plenty of employee surveys that point to the number one reason people quit their jobs. And what happens next?

System 148

System Customer Service Training Training Management 148

ShepHyken

OCTOBER 24, 2018

The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end. The topic came up as Sam and I were discussing surveys. Specifically, when surveys are sent and how they could potentially negatively impact the customer experience.

Hotels 105

Hotels Automotive Survey Interaction 105

ShepHyken

MARCH 31, 2021

So, here are three of my favorite ways to get to know your customer.? . 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.? . The post Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 87

Study Survey Customer Service Training Customer Service 87

ShepHyken

DECEMBER 7, 2022

Ask yourself the question, “Is the customer service and experience we provide good enough to get the customer to come back the next time they need what we sell?” . You need help from your customers. Do regular surveys. Look at your customer satisfaction ratings. You can’t answer this by yourself.

Customer Service 78

Customer Service Course Customer Satisfaction Customer Service Training 78

ShepHyken

AUGUST 9, 2021

This article includes a comment that I don’t always agree with: Customer service begins where customer experience fails. Customer Service Benchmark Report – 2021 by Hiver. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 78

Study Survey Customer Service Training Customer Service 78

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

JANUARY 18, 2023

The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. . Follow on Twitter: @Hyken.

Advertising 65

Advertising Customer Service Training Customer Service Trends 65

ShepHyken

AUGUST 15, 2018

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). And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

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. Close enough!). “We Serve To Serve Again” by Fred Reggie.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’ll explain in a moment. Follow on Twitter: @Hyken.

Net Promoter Score 124

Net Promoter Score Effort Score Conference Hotels 124

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing.

Customer Experience 128

Customer Experience Customer Expectations Customer Service Training Leadership 128

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

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JANUARY 31, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. Here are just a few ideas: Survey your customers. Keep the surveys short.

Customer Service 104

Customer Service Leadership Survey Customer Service Training 104

ShepHyken

APRIL 12, 2021

My comment: In my upcoming Achieving Customer Amazement survey I ask the question, “Do you older people provide better customer service than young people, or vice-versa?” 5 Ways to Enhance Customer Experience at a Small Business by Daria Brown. Demand it in ourselves and of the employees we work with or supervise.

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

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 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. by Imogen Sharma.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. Survey: Customer experience trends 2019 by Lynne Capozzi. by Ricardo Saltz Gulko.

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108