TechSee

NOVEMBER 27, 2024

Effective Communication Establish clear channels of communication between customer-facing teams and other departments. Foster a culture of open dialogue where customer feedback is welcomed and shared. Encourage employees to escalate customer concerns promptly.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

eglobalis

SEPTEMBER 11, 2024

Whether through suggesting new features for a product, refining service processes, or providing feedback on what customers are saying, these contributions are essential in driving continuous improvement and innovation in CX. Leadership commitment is also vital; without it, the momentum for innovation can quickly wane.

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. 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.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? In addition to what I’ve written in the past about feedback, consider a way to get noticed.

Feedback 89

Feedback Customer Service Training Customer Service Information 89

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? Direct feedback is a gift. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.

Workshop 83

Workshop Feedback Customer Service Training B2B 83

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. It’s easy to ask for feedback!

Feedback 111

Feedback E-support Metrics NPS 111

Experience Investigators by 360Connext

JANUARY 18, 2022

But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. As early as the interview process, make it clear that employees are expected to… Consider the customer in the decisions that they make. How we gather feedback.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Experience Investigators by 360Connext

MARCH 16, 2015

Stay tuned as Jeannie plans to revisit the predictions she made last week and gives us the skinny on what all the new tech means for customer experience. Customer feedback is the key to the kingdom when creating the best experience for your customers. Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Sure, I’ll give them an extra minute of my time.

Feedback 114

Feedback Net Promoter Score Customer Service Training NPS 114

ProProfs Chat

OCTOBER 25, 2021

Is it even possible to track your customer behavior? Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Did our customer service team address your pain points? . What Is a Customer Feedback Tool. b) Measure Customer Satisfaction.

Feedback 98

Feedback 2022 Net Promoter Score Social Media 98

Experience Investigators by 360Connext

AUGUST 20, 2024

But when Sam thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Some reports and numbers are reported company-wide, but since Sam doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

Experience Investigators by 360Connext

DECEMBER 12, 2023

This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. Thank you for accompanying us on this journey.

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Engage, Delete, Ignore or Snub?

Article 80

Article Customer Service Social Media 2024 80

InMoment XI

AUGUST 2, 2023

While reports and data can offer valuable insights, the most authentic and relevant information comes directly from your customers. The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial. Turning knowledge into action is the driving force behind real progress.

NPS 195

NPS Customer Centricity Culture Automotive 195

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Feedback 93

Feedback Net Promoter Score Customer Satisfaction Loyalty 93

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 Customers Customer Focused 154

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

OCTOBER 4, 2024

By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales. This is because satisfied customers are likely to interact with you again and recommend you to their peers. It helps you stand out by offering personalized customer experiences. Collect customer feedback at each stage of the journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

OCTOBER 3, 2022

The follow-up question is open-ended, which makes the feedback very valuable. Customizing the question offers three key benefits: Better engagement. Use your brand voice to state the question in a way your customers have come to expect. More targeted feedback. Unhappy customers who can damage your brand.

NPS 195

NPS Net Promoter Score Social Media Feedback 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

OCTOBER 24, 2024

Financial Services: Banks and financial institutions use customer engagement platforms to manage customer support, offer individualized financial advice, and ensure that customer inquiries are handled securely on different channels.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. Build Customer Engagement into the Budget. Enjoy the show!

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it. But what happens when it becomes a trend? He writes: .

Hospitality 169

Hospitality Hotels Customer Experience Feedback 169

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Customer Bliss

JUNE 6, 2019

With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. I like to say, Customer service training isnt something you did. Ongoing training and/or reminders are the key to a successful customer-focused culture. I now share this compilation of 10 popular business myths.

Loyalty Programs 93

Loyalty Programs Customer Service Training Workshop Culture 93

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Customer Experience, I believe, starts with a combination of customer understanding (What are our customers telling us?

B2C 186

B2C Workshop B2B Employee Experience 186

ShepHyken

JULY 13, 2022

It may not be as public as Yelp, but it’s the place where your customers share their experiences with their colleagues. . I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. It’s important to get feedback.

Feedback 129

Feedback Customer Service Training Connections Customer Focused 129

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. Why is Qualitative Feedback crucial for businesses?

Feedback 62

Feedback Social Media Banking Insights 62

BirdEye

APRIL 10, 2025

Thats why earning genuine reviews from real customers is more important than ever. This guide offers everything you need to know about Google reviews in Australia , including strategies for gathering authentic feedback, the importance of genuine reviews, and navigating legal and ethical boundaries.

Feedback 52

Feedback Consumers Demo Social Media 52