Skip to content

Voice of the Customer-Driven Service

Voice of the Customer-Driven Service

Enhancing the customer journey is crucial for any business looking to thrive in today's market. That's why we recommend listening to Shep Hyken's interview with Evan Klein. In this interview, Klein shares valuable insights on encouraging customer feedback and leveraging it to enhance every stage of the customer journey. From understanding what drives customer loyalty to identifying key touchpoints and pain points, this discussion provides practical tips for any business to improve its overall customer experience.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

  1. Is Net Promoter Score effective?
  2. How can companies maximize customer survey participation?
  3. Why companies must take action on customer feedback?
  4. How to gather feedback beyond NPS?
  5. How do brands leverage customer feedback?


Customer Feedback Tips Discussed

  1. The Net Promoter Score (NPS) measures how likely your customers are to recommend your business on a scale of 0 to 10. A rating of 9 or 10 indicates a promoter, who is more likely to recommend your business after a positive experience.

  2. A successful NPS program ensures that all employees are aligned and understand their role in delivering exceptional service experiences.

  3. While the frontline is crucial, it's important for all employees to act on customer feedback. Every employee should use customer feedback to improve the overall customer experience.

  4. Listening to your customers is key. NPS is an excellent starting point for understanding your customer's experience with your brand. Adding open-ended questions such as "What could make your experience even better?" can provide more context and rich feedback.

  5. Survey and ask for feedback from different groups, including decision-makers, influencers, subject matter experts, and users, as they all experience your brand in different ways. Tailor your surveys to each customer's experience.

  6. Leverage your promoters by using their feedback for marketing purposes, testimonials, and case studies. Identify patterns in their feedback to influence your product roadmap, service delivery model, support channels, and future investments.

  7. Shep and Evan also discuss how to maximize customer participation in the age of survey fatigue.

Improve Customer Experience