ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Employees are only as productive as the available tools allow them to be. Ask for feedback.

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Customer Service Training Brands Blog Customer Service 153

Comm100

FEBRUARY 6, 2023

Other steps you can take to personalize your CX is providing customer support across all channels, listening to your customers, and using the data they give you to customize your communications. Your employees, especially your customer service representatives, are some of the closest people to your customers.

Financial 76

Financial 2023 Blog Customer Experience 76

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. I had told her my friend’s name, but she wasn’t listening and in my opinion, she didn’t care. That happened because a frontline employee was not listening. The simple use of my name.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below. Be Honest with Your Employees.

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Leadership Customer Experience 2020 Customers 305

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans. That’s what we all fear.

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Contact Center Blog 2025 Banking 111

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. So how do we do that? Be present. Nathalie W.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

ShepHyken

MAY 31, 2019

It is crucial that your employees are dedicated to creating a great customer experience. Listen to the feedback that your customers give you online and use it to influence your next move. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken. Use customer feedback constructively.

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Blog Customer Experience Touchpoint User Experience 117

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. As a matter of fact, you’ve got to put employees first.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! This is why it is important to tap into your gold mine—your frontline employees.

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Feedback Blog Customer Experience Contact Center 95

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 95

Customer Service Blog Customers Workshop 95

ShepHyken

JUNE 7, 2019

Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us. Listen carefully and you’ll seem like a mind reader. How to Connect the Right Way. Give your customers what they don’t even know they want.

Connections 119

Connections Blog Customer Centricity Consumers 119

ShepHyken

MAY 3, 2019

Improve employees’ listening skills and empower them to follow through. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken. Convenience for the customer means flexibility in your staff. Recognize that customer convenience simply can’t exist within siloed processes.

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Blog 2011 Loyalty Definition 115

ShepHyken

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. This game helps strengthen listening and speaking skills and improves trust. For this game, members must be able to trade with one another, which practices negotiation, listening and empathy. Hugh Beaulac, ? MC2 Bid4Papers ?.

Communication 87

Communication Blog Books Article 87

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

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Customer Service Contact Center Feedback Call Center 98

ShepHyken

JANUARY 4, 2019

Listening is a vital aspect of great customer service. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization. Firstly, this ensures consistent training practices for all freshly recruited employees.

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Customer Service Training Blog Customer Service Article 79

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. Hmmm…Guess we should start by defining Employee Experience. If you don’t use iTunes, you can listen to every episode by clicking here. Do unto others…. and this week’s honored guest.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault. Distrust of leadership.

Communication 82

Communication Blog Leadership Airlines 82

Customer Bliss

JUNE 17, 2020

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING.

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Financial Article Blog Feedback 186

Customer Bliss

AUGUST 18, 2020

This level of empathy is evident in how they ‘actively’ listen to customers and interact with them — they know what to say and how to say it, helping the customer feel at ease. Are they completely listening to you while you speak or are they interrupting often? Read this blog post ». Read this blog post ».

Customer Service 252

Customer Service Blog Customers Interaction 252

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers. The post Guest Blog: Becoming a Blockbuster?

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Blog 2004 2006 Retail 79

Steve DiGioia

MAY 15, 2017

These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. It keeps readers on your blog longer, you should add one”. Here are my 3 reasons why I’ll never put a chatbot on my blog. It will increase your reader engagement”. What the heck does that mean? Continue reading….

Blog 55

Blog Interaction Article Technology 55

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. You’re capturing, measuring, and evaluating both customer sentiment and employee performance. Customers can tell when your employees are having a bad day.

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Blog Customer Service Measurement Customer Satisfaction 79

Experience Investigators by 360Connext

MARCH 23, 2015

Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. Listen now!

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Insurance 2014 Social Media Consulting 237

Experience Investigators by 360Connext

APRIL 21, 2015

Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is mentioned compared to discussing what customers have shared about how it meets their needs. B2B organizations should also pay attention.

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B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) I hope you’ll listen to the episode to hear all of Andy’s great wisdom on this topic. And I may have asked him to marry my blog. You should probably listen to find out, don’t you think? Listen now!

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Marketing Social Media Consulting Blog 211

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

2018 59

2018 Blog B2B 2014 59

Experience Investigators by 360Connext

OCTOBER 6, 2014

AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks. Lead by listening. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. This led to more sharing beyond what the brand alone could do.

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Customer Focused Call Center 2014 Social Media 275

ShepHyken

JANUARY 5, 2018

Not enough training: Good customer service starts with the employees. Also, listen to your customers when they tell you their problems instead of going to a templated answer. The post Guest Blog: Instant Customer Service – Just Add Text Message appeared first on Shep Hyken.

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Blog Customer Service Poor Customer Service Multi-Channel 80

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. You can skip training if 100 percent of your employees fall into the natural group. Training on what to look for and listen for can help employees who do not have these skills naturally improve.

Connections 89

Connections Loyalty Brands 2005 89

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Let’s turn to Sandra Miles and W.

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Brands Social Media Competitive Advantage Communication 175

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Be a good listener 3. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. Employee attitudes: Positive customer interactions contribute to a customer-centric culture. Let’s get real.

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Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Also, it is essential that when you define the roles, you also define your employees’ empowerment. Rule #2: Stay calm and listen. This rule is critical for front-line employees. So, your job is to listen and apologize as it makes sense.

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Telecommunications Customer Relationships Communication Workshop 78

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Empowering Employees As highlighted by Harvard Business Review, employee empowerment is a driving force behind exceptional customer experiences. Embracing Technology: A Gateway to Innovation 1.

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Innovation Customer Experience Loyalty Programs Customer Centricity 59

PeopleMetrics

APRIL 30, 2021

The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

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Customer Experience CEM Download Books 133

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success.

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Culture Customer Satisfaction Loyalty Reference 52

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The findings will assist companies in making data-based decisions on what kind of music to play to ensure the best possible customer experience and employee satisfaction.

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Feedback 2024 Retail Employee Experience 105

ShepHyken

MARCH 4, 2022

Listening to the customer. We may not be able to solve every customer’s problem, but we can actively listen to each and every customer. Listening to the customer is very important to implementing a successful total customer experience. Here are four areas that help to deliver a total customer experience. .

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Customer Experience Social Media Touchpoint Sales 72