ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Our customers’ time is precious, and we must respect it. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

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 Customer Service Training NPS 90

Bill Quiseng

DECEMBER 13, 2021

Asking customers to complete a survey after a customer service experience will show you where your weaknesses are. Many times, businesses think they’re doing the right thing but they don’t have a solid understanding of what their customers actually want. Try some of these strategies below to guide your business.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

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. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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

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 150

Company Customer Service Training Online Experience Customer Service 150

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. Connect with Shep on LinkedIn.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

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

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 142

Customer Service Training Leadership Survey Customer Service 142

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

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 136

Self Service Customer Experience Customer Service B2C 136

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

FEBRUARY 21, 2023

The right customer experience gets customers to talk about you, refer you and evangelize your brand. 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.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

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 82

Feedback Survey Customer Service Training Video 82

Stella Connect

NOVEMBER 29, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. More than one third (35%) of US consumers and just under 3 in 10 UK consumers say they’re only willing to wait up to 5 minutes for customer service to respond. 3: Collecting Real-Time Customer Feedback. The good news?

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

FEBRUARY 19, 2023

My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of He surveyed 20,000 consumers and 152 brands over the past 12 years to understand how “brand love” drives profits. In our customer service research , 40% of the thousand+ consumers we surveyed admitted to yelling at a customer service agent.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

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 86

Study Survey Customer Service Training Customer Service 86

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 77

Study Survey Customer Service Training Customer Service 77

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 77

Customer Service Course Customer Satisfaction Customer Service Training 77

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 64

Advertising Customer Service Training Customer Service Trends 64

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). Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. There are a number of lessons here, and this article shares some of them.

Customer Service 82

Customer Service Government Hospitality Trends 82

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. What to Look for In Customer Service Training Programs.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MARCH 18, 2019

(CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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 65

Customer Service Healthcare Customer Journeys Feedback 65

ShepHyken

MAY 9, 2022

Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

APRIL 5, 2017

As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service.

Customer Service Training 88

Customer Service Training Customers Survey Customer Service 88

ShepHyken

MARCH 5, 2018

HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” Sharpen) Here’s part II in our series about the future of customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Comm100

OCTOBER 8, 2016

To do this, make sure that you’re communicating a consistent brand that truly speaks to your customers’ values. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. consumers switch service providers due to poor service. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ShepHyken

JANUARY 10, 2018

For what I was paying him, I felt that he should be giving me a better level of service. Upon surveying clients of law firms, one of the common complaints is a slow response. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 46

Customer Service Training Tips Customer Service Customer Experience 46

ShepHyken

JULY 24, 2023

According to the Shippo/Harris Poll survey, “Nearly three in four Americans who have made online purchase returns in the past 12 months (72%) have noticed retailers making online purchase returns more difficult over that time span, and more than half (54%) have felt blindsided by a retailer changing their online purchase return policy.”

Customer Service 12

Customer Service Effort Score Retail B2B 12

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

SurveySparrow

OCTOBER 1, 2023

Low Touch : Low touch services cater to a broader audience, offering standardized services that can accommodate a larger customer base. How to Create High Touch Customer Service Creating a high touch customer service strategy involves a thoughtful approach aimed at fostering personalized, meaningful interactions.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52