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Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls

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Archived series ("Inactive feed" status)

When? This feed was archived on September 11, 2025 18:11 (3M ago). Last successful fetch was on January 29, 2025 19:35 (11M ago)

Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.

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Manage episode 405027704 series 1221116
Content provided by BenchmarkPortal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BenchmarkPortal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already having with customers so you don’t have to pester them with survey requests. This technique can reveal immediately actionable insights, including trends you might miss with a traditional survey. Guest Jeff Toister: Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he is ranked as one of the Top 30 Customer Experience Professionals in the World by Global Gurus. He's written four books including The Service Culture Handbook, a step-by-step guide to getting your employees obsessed customer customer service. More than 12,000 customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. Over three million people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations is LinkedIn Learning's most-watched customer service course in the world.
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172 episodes

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iconShare
 

Archived series ("Inactive feed" status)

When? This feed was archived on September 11, 2025 18:11 (3M ago). Last successful fetch was on January 29, 2025 19:35 (11M ago)

Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.

What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.

Manage episode 405027704 series 1221116
Content provided by BenchmarkPortal. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BenchmarkPortal or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already having with customers so you don’t have to pester them with survey requests. This technique can reveal immediately actionable insights, including trends you might miss with a traditional survey. Guest Jeff Toister: Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he is ranked as one of the Top 30 Customer Experience Professionals in the World by Global Gurus. He's written four books including The Service Culture Handbook, a step-by-step guide to getting your employees obsessed customer customer service. More than 12,000 customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. Over three million people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations is LinkedIn Learning's most-watched customer service course in the world.
  continue reading

172 episodes

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