Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given. You can ask Athena questions and get quick answers. That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. Yet, no matter how off the cuff it may sound, great musical improvisation begins with structure and patterns. Shep Hyken. They have to practice patterns or “licks.”

Blog 88

Blog Customer Service Workshop 2015 88

GetFeedback

JULY 19, 2019

There are key ingredients to consider when gathering both structured and unstructured feedback from customers on an ongoing basis. Customer feedback is typically categorized as structured and unstructured. Structured feedback. Popular ways to collect structured feedback. Yes, but it will be a lot better with one.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

GetFeedback

SEPTEMBER 20, 2019

In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Net Promoter Score (NPS).

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NPS Metrics Net Promoter Score Effort Score 278

ShepHyken

APRIL 13, 2018

At its most basic, a survey is any set of questions you ask your customers and invite them to respond. IVR can quickly and automatically survey your callers who fit a certain profile, ideally using a just few carefully worded questions that can collect effective data through the standard numeric keypad in two minutes or less.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

ShepHyken

NOVEMBER 15, 2019

The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback. Along with VoC tools, cloud IVR applications can offer user-friendly tools for A/B testing your call experience and quickly hone in on the structures and experiences your customers find most intuitive and successful.

Blog 93

Blog Customer Experience Contact Center Interaction 93

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. Band-Aid solutions won’t do because the poor patient experience plaguing the industry today is rooted in how hospitals and health organizations are structured. Final thoughts.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? By asking follow-up questions based on the initial NPS response, you can dive deeper into why visitors gave the scores they did. Take these scenarios as example: When they first reach your website and read an article or blog post.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Here are her responses to these questions that we didn’t have time to answer on-air. ” 2. .”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Lumoa

JANUARY 8, 2024

It’s full of insights, but only if we can effectively gather, structure, and analyze it. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. It’s about making a strategic leap, not just keeping pace.

Social Media 157

Social Media Feedback User Experience Insights 157

Michel Falcon Experience

APRIL 2, 2020

In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. Structured : set a rule of thumb of how often you’re going to regularly communicate. I would be refining your job descriptions, interview structure, training material and onboarding procedures. Follow me on Linkedin.

Events 158

Events Airlines Leadership Insurance 158

CSM Magazine

MARCH 4, 2022

While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement. As a result, content was only visible to a fraction of its membership.

Technology 98

Technology 2007 2012 User Experience 98

SurveySparrow

JUNE 15, 2023

Properly curating the business plan & questions to be addressed guides you from the budding idea stage all the way to full-blown implementation. This article is your treasure map, guiding you through those tricky business plan questions that often seem as elusive as the philosopher’s stone.

Financial 52

Financial Social Media Omnichannel Feedback 52

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? The answer lies in the questions they ask. Well, when it comes to questions, there are primarily two types: open-ended and close-ended questions. This blog will go into the nuances of close-ended questions.

Insights 52

Insights Net Promoter Score Demo Transportation 52

CX Workout - Ideas Blog

NOVEMBER 3, 2020

At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment. Strategy and Structure: Together at Last. . As our clients have learned, strategy drives structure. But when the Decooda Imaginative Question (CX I.Q.) So, what’s the solution?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Beyond Philosophy

MARCH 7, 2024

We asked millions of questions from thousands of business people in hundreds of companies. Structural Equation Modeling We discovered all this using Structural Equation Modeling. Structural Equation Modeling gets under the skin of things and finds the cause of customer behavior.

ROI 78

ROI Return on Investment Measurement Customers 78

GetFeedback

JUNE 16, 2019

Our general recommendation is to limit your questionnaire to no more than 10 questions or 5 minutes to complete. Stick to the most important questions, and only ask for the information that’s essential. Structure questions carefully. On a similar note, keep your questions short and to-the-point. Make it contextual.

Reference 276

Reference Feedback Customer Expectations Information 276

Experience Investigators by 360Connext

NOVEMBER 10, 2014

In a retail setting, mystery shoppers are sent in with specific tasks and questions to answer about their experience. They might be tasked to ask a question of a salesperson, purchase an item or return it, or only respond if someone approaches them. There is no easy template to print with reasonable questions. See what happens.

B2B 271

B2B B2C Social Media Retail 271

ChurnZero

MARCH 10, 2023

Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog.

Customer Success 98

Customer Success Blog Customers Feedback 98

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. Uncertainty – to – Understanding : to do this you need to – Not be afraid to ask questions (clarify), both of your team and your customers. Shep Hyken.

Leadership 69

Leadership Blog Customer Service Consulting 69

2020 Research

OCTOBER 18, 2023

During the webinar, we had a lively Q&A session with our audience, but unfortunately, we ran out of time before we could answer all the questions. We appreciate your engagement and enthusiasm, and rest assured, we have compiled all the unanswered questions into this blog post. It’s all about how you prompt the tool.

Marketing 108

Marketing Healthcare Webinar Roadmap 108

SurveySensum

JANUARY 17, 2024

I soon discovered that people abandon surveys because either they are too long or they ask confusing questions with too much industry jargon. Imagine answering tons of confusing questions with no clear agenda—because nobody has time for that! This ensures that respondents find the questions engaging and relevant to their experiences.

Customer Satisfaction 52

Customer Satisfaction Feedback Demo Customers 52

SurveySparrow

MAY 31, 2023

Surveys let companies get qualitative customer insights and structured data directly from their customers. We will discuss the value of client feedback in this blog post, as well as the advantages of using surveys as a method for feedback. For the questions to be easily understood by the respondents, use simple language.

Feedback 52

Feedback Customer Experience Customers Insights 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year.

Sales 91

Sales Customer Success Insights Webinar 91

Comm100

DECEMBER 18, 2023

This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. These algorithms, often built upon complex neural networks, are trained to recognize patterns, structures, and correlations within this data.

Reference 52

Reference Technology Customer Satisfaction Presentation 52

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. Question #5: Who should be conducting coaching? What has led to these changes?

Blog 40

Blog Call Center Contact Center Consulting 40

Feedbackly

AUGUST 9, 2023

Select the right metric CSAT The most popular metric to measure satisfaction is CSAT, and its survey is a simple question asking customers to rate their satisfaction level on a scale of 1-5. CSAT doesn’t offer in-depth insights about the cause of a positive or negative experience unless you have an open-ended question at the end.

Customer Satisfaction 98

Customer Satisfaction Measurement Feedback Metrics 98

SurveySparrow

JULY 31, 2023

In this blog, we’ll delve into the world of VOC methodology, exploring its process, methods, sentiment analysis, and real-life examples. It has a structured process. VOC Methodology Process: Unleashing Customer Insights To embark on the journey of understanding your customers, you need a structured approach. The best part?

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. Additionally, testing survey questions beforehand to ensure they make sense is important before asking respondents to answer them.

Metrics 157

Metrics NPS Touchpoint Effort Score 157

Feedbackly

JANUARY 19, 2024

For example, if customers answer the questions based on preconceived notions instead of the actual situation they faced, the answers may deviate from reality. If you want to nudge customers into giving you the right answers, we recommend you stick to a simple structure and maintain a neutral and courteous tone.

Feedback 52

Feedback Measurement Marketing Customer Base 52

ChurnZero

MARCH 10, 2023

Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results. After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog.

Customer Success 75

Customer Success Blog Customers Feedback 75

Experience Investigators by 360Connext

MAY 3, 2018

Large organizations have large goals that require robust data and structure. Stop creating a customer journey based on your organization’s structure. And then we say things like “let me connect you with a customer retention specialist” when the customer just has a question. Is your organization guilty?

Insurance 206

Insurance Customer Retention Customers Consulting 206

Totango

AUGUST 14, 2020

Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups. And so we created our team structures between sales and literally around the customer lifecycle to where our customers have a big group hug. The 360 really becomes paramount.

Customer Success 156

Customer Success Sales Feedback Customers 156

ChurnZero

NOVEMBER 29, 2022

The folks who came from support and professional services did a stellar job at answering technical questions or troubleshooting issues. The folks who came from sales were amazing at asking great questions to demonstrate the value we provided. I’ve learned that there are many ways to answer the same question.

Customer Success 98

Customer Success Leadership Sales Customers 98

2020 Research

AUGUST 21, 2023

The goal of Sago’s On-the-Go Product Testing is to make complex product testing simple by using the QualMobile smartphone app to guide participants through a structured and rigorously guided research process. It provides an IHUT experience unlike any other.

Consulting 98

Consulting Feedback Insights Books 98

Feedbackly

NOVEMBER 14, 2023

Ask the Right Questions Your survey questions have a lot to do with gathering high-quality data. So, it’s vital that you ask relevant questions from your customers. Furthermore, you should apply word-choice questions and open-text questions appropriately, considering the situation.

Webinar 52

Webinar NPS Feedback Presentation 52

SurveySparrow

JANUARY 29, 2024

In fact, asking the right survey questions can streamline data analysis. This blog will focus on four types of AI survey questions that will help you get precise customer data. Let’s start with one question that might be irking in your mind… Can You Use AI For Surveys? Guess how much time it can save!

NPS 52

NPS Customers Information Demo 52