Who's Your Gladys?

MARCH 11, 2015

Look at the bottom of just about any store receipt and you’ll find a survey with some kind of incentive. Whether it’s a $10 coupon for your next visit or a free cookie, companies are doing what they can to get customers to provide feedback. Customer Service Who''s Your Gladys? And the information they.

Survey 100

Survey Feedback Customer Service Training Training 100

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

ShepHyken

APRIL 9, 2024

We asked: If you were to rate a customer experience on a scale of 1 to 5 – where 1 is bad, 2 is fair, 3 is average or satisfactory , 4 is good, and 5 is excellent – how likely are you to return to this company or brand if you rated them a 3? The survey results are worth paying close attention to. Connect with Shep on LinkedIn.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. They should learn firsthand what it’s like to be a customer. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 141

Customer Service Customer Centricity Customer Service Training Survey 141

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 Feedback 90

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 150

Metrics Customer Service Measurement Customer Service Training 150

Who's Your Gladys?

MARCH 4, 2015

Sure, we’ve got a lot of things bundled into our service packages, though with competitive businesses offering better prices, Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service training'

Customer Service 100

Customer Service Survey Customer Service Training Training 100

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 172

Airlines Customer Experience Survey Customer Service Training 172

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, 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 123

Customer Service Customer Service Training Policies Loyalty 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 149

Company Customer Service Training Online Experience Customer Service 149

ShepHyken

NOVEMBER 13, 2023

The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience. Download this ebook to discover why surveys are dying, and how AI can help to replace them now.

eBook 57

eBook Customer Service Tips Survey 57

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training. Appreciate.

Exceptional Customer Service 195

Exceptional Customer Service Customer Centricity Culture Customer Service Training 195

Lumoa

NOVEMBER 17, 2022

Analyzing customer feedback is the best way to identify whether your customers are happy. CX trends in 2023 will focus on getting to know your customers and their preferences by conducting customer satisfaction surveys. CX trends to implement in 2023: Additional online customer support.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

NOVEMBER 6, 2023

How to Create Effective Customer Surveys and Obtain Actionable Insights by Scott Clark (CMSWire) When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. I’m a fan of surveys, but only if they are done correctly.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

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 85

Omni-Channel Customer Centricity Company Self Service 85

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 Customers Retail 125

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

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 143

Customer Service Training Meeting Communication Training 143

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

ReviewTrackers

JULY 31, 2018

Often, companies that are able to efficiently listen to customer feedback also have a more complete understanding of their customers and can more easily measure customer satisfaction and loyalty. Customers can share their feedback freely via online review websites or social media. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Examples Feedback Survey 50

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

ReviewTrackers

JULY 31, 2018

Often, companies that are able to efficiently listen to customer feedback also have a more complete understanding of their customers and can more easily measure customer satisfaction and loyalty. Customers can share their feedback freely via online review websites or social media. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Feedback Examples Survey 50

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

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 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

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

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Survey participants were asked to rate brands on four aspects of customer service: people, speed, services and resolution.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

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 153

Customer Service Net Promoter Score Self Service Knowledge Base 153

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 81

Feedback Survey Customer Service Training Video 81

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

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 104

Hotels Automotive Survey Interaction 104

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 135

Self Service Customer Experience Customer Service B2C 135

Comm100

NOVEMBER 21, 2017

After all, in the end, the goal is to either create that perfect product or service that does not require a call for support, or if it does, ensuring that the call is handled in a professional and knowledgeable manner. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now.

How To 0

How To Customer Service Training Training eBook 0

Vonage

NOVEMBER 10, 2016

Our customers notice our efforts, too. And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. I love it when clients tell me that they are impressed with our quick response time.

Customer Confidence 274

Customer Confidence Customer Service Banking Contact Center 274

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

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 125

Customer Service Poor Customer Service Customer Service Representative Course 125

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 160

Customer relationships Self Service Customer Service Training Retail 160