Kayako

AUGUST 23, 2017

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 153

Feedback Survey Net Promoter Score Effort Score 153

ShepHyken

OCTOBER 16, 2019

Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey. The next day, you send the customer a survey.

Survey 99

Survey Hotels Customer Service Training Feedback 99

Lumoa

FEBRUARY 7, 2023

While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. On Twitter, a customer tweets to let their followers know how much they love using your service. A customer clicks repeatedly on spot in the screen in quick succession before scrolling down the page and exiting.

Analysis 423

Analysis Data How To Customer Centricity 423

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

SurveySparrow

AUGUST 29, 2022

It’s an email containing the link to a feedback survey from one of your favorite brands. You would’ve liked seeing some yes or no survey questions there, don’t you? Here, you get 75+ yes or no survey questions and more about it to keep your respondents’ spirits high and happy. Yes or No Questions for Product Survey.

Examples 52

Examples Survey Tips Feedback 52

ShepHyken

NOVEMBER 22, 2017

The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey. I was tired with this survey.

Survey 90

Survey How To NPS Customer Service Training 90

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. embedded in the employee experience.

Survey 111

Survey Company Leadership Study 111

ReviewTrackers

MAY 22, 2017

“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. What a Customer Experience Survey Can Do.

Survey 89

Survey Customer Experience Net Promoter Score Social Media 89

Thematic

NOVEMBER 28, 2019

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? The CX Buy-In Survey.

Report 100

Report Survey ROI Net Promoter Score 100

Heart of the Customer

MARCH 12, 2019

Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change” appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Survey 68

Survey How To Culture Leadership 68

InMoment XI

OCTOBER 3, 2022

This touch makes it clear your company has put thought into the survey and will thus pay attention to feedback, vs just using a generic question to check a customer response box in their business process. NPS is a simple one-rating and one-question survey that packs a huge punch for your CX program. Let us know how it goes!

NPS 260

NPS Net Promoter Score Feedback Social Media 260

Gainsight

JUNE 4, 2020

In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. We know a lot has changed in two months, so we decided to re-survey the same base and review how they are thinking about their clients and retention in the coming months.

Survey 59

Survey Customer Retention Customer Success Leadership 59

CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Compare the above strategies to one $20 billion retailer who spends a few million dollars each year on customer surveys and mystery shops, but has failed to improve.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Thematic

NOVEMBER 28, 2019

Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? The Survey. Survey questions.

Report 62

Report Survey ROI Net Promoter Score 62

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . Well, it is!

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

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 151

Customer Service Training Feedback Groups Customers 151

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. When customers like the experience you provide, they trust you more. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. And finally, after all this hassle, enter the offer to complete an IVR survey.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

APRIL 10, 2024

Here are some approaches to consider: Emotional Research: Conduct in-depth emotional research to understand the specific emotions and needs of your target customers. This can involve surveys, focus groups, interviews, and data analysis to uncover the emotional drivers behind customer behavior.

Connections 111

Connections Customer Experience Social Media Analysis 111

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience.

Consulting 154

Consulting Feedback Survey Groups 154

ChurnZero

APRIL 1, 2024

Having a tool like this in your tech stack is the perfect way to automate content creation, while ensuring your content stays customer-focused and tailored to their evolving needs. Implementation Tips: Implement AI tools to analyze feedback from surveys, support tickets, and social media mentions to gauge customer sentiment.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

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 110

Customer Service Survey Case Study Training 110

Customer Bliss

MARCH 17, 2015

Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced. It will take some time to wean the organization off the familiar path of survey results tactics. Take Action: Retool Accountability to Survey Results. Who was going to lead the effort?

Survey 100

Survey Customer Focused Course Meeting 100

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Company 149

Company Customer Service Training Online Experience Customer Service 149

Clarabridge

SEPTEMBER 28, 2015

It’s hard to get people to respond to surveys. Response rates for the typical customer survey have been dropping over the past 20 years. That’s frustrating for businesses that want to have a customer focus, because surveys are a great way to get specific, solicited feedback on your brand. Make it sound like you.

Survey 40

Survey CEM Brands Consulting 40

Totango

OCTOBER 12, 2022

In this context, customer success departments are emerging as strategic leaders uniquely positioned to build a comprehensive journey that ensures customer needs and expectations are met at every stage. We can see this development in our recent survey.

Customer Success 110

Customer Success Culture Survey Customer Journeys 110

Retently

NOVEMBER 17, 2023

If you’re preparing to start a growth-focused marketing campaign, one of your first steps should be to carry out an NPS survey. This gives you a Net Promoter Score that serves as a customer satisfaction baseline. This is true even if your initial NPS survey puts your brand at the lower end of the NPS benchmark.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 119

Chief Customer Officer Customer Centricity Call Center Metrics 119

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

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? It leads to biased customer feedback. This results in biased responses, which is not suitable for a customer-focused organization.

NPS 97

NPS Net Promoter Score Effort Score Survey 97

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

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 125

Customer Service Customer Service Training Retail Customers 125

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 109

Feedback Net Promoter Score Survey Customer Service Training 109

ShepHyken

JULY 2, 2019

And more often than not, this will have a greater effect upon the customer than anything else. Surveys can be helpful, but quite often they are problematic because they’re a selfish venture and don’t truly make the experience better for the customer. There is a lack of real meaning in customer service and experience these days.

Metrics 109

Metrics Survey Exceptional Customer Service Measurement 109

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 116

Customer Service Social Media Survey Customer Confidence 116