Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Consequently, you are disappointed when employees and clients do not know what to do with the information you present.

Connections 66

Connections Engagement Workshop Presentation 66

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. The chapter’s title is Sweep Like Beethoven Plays Piano.

Workshop 150

Workshop Hotels Customer Service Training Books 150

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Article 65

Article Customer Service 2024 2023 65

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Connect with Shep on LinkedIn.

2024 80

2024 Article Customer Service Government 80

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Download 185

Download Chief Customer Officer Workshop Books 185

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Connect with Shep on LinkedIn. Today, it’s expected.

2024 94

2024 Customer Service Workshop Customer Service Training 94

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 95

Chief Customer Officer Telecommunications Employee Experience Books 95

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX). First, create an empathetic connection.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

DECEMBER 3, 2023

Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset. The program would cultivate employees to provide the foundation and support for exceptional customer experience. Connect with Shep on LinkedIn.

Article 59

Article Customer Service 2023 Loyalty Programs 59

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance.

Books 52

Books Employee Experience Leadership 2021 52

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

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Books Social Media 2006 Blog 79

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. How can I build a good employee experience?

Employee Experience 82

Employee Experience Culture Books Technology 82

Customer Bliss

MAY 7, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that when someone connects with the humans of your company, that the contact is meaningful.

Chief Customer Officer 178

Chief Customer Officer Books Call Center 2018 178

ShepHyken

MARCH 11, 2022

and the author of the new book Employees First! She shares the five ways to treat employees like customers and become a company where people want to work. Customers want convenience and so do your employees. Understand that the times are changing, and the needs and expectations of employees are changing too.

Employee Experience 92

Employee Experience Hospitality 2022 Article 92

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Rewards Programs Culture Feedback 98

CSM Magazine

NOVEMBER 4, 2022

In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. Dixon’s Effortless Experience transformed the business landscape and defined the gold standard for customer experience for the last 10 years – until now.

Touchpoint 52

Touchpoint 2024 2013 Employee Experience 52

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Let me start by defining employee experience. But where do you begin?

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2021 Definition Culture Employee Experience 100

Natalie Petouhof

DECEMBER 3, 2021

Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine their entire businesses through the lens of experience. So, what’s a brand to do in an intensified experience economy? Harness the chemistry of customer and employee experiences.

Customer Experience 72

Customer Experience Connections Books Contact Center 72

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Book: Switch – Chip Heath.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Books 48

Kustomer

JUNE 7, 2022

They built their business to connect with customers at scale. Their customer service agents connect on an emotional level with their buyers using whatever channel the buyer selects to educate and foster authentic relationships. Omnichannel Customer Experience. Omnipresent, Guided Self-Service.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Ian Williams

JANUARY 11, 2020

The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc. The airline should be working with these authorities to improve the experiences their customers get.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. They did a great job. Consider this gem: Wow.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Kustomer

JANUARY 20, 2022

It’s a leading expert in customer and employee experience. Again, across the business, he’s been helping people really manage this concept of customer and employee experience. Well, you know, excited to talk about customer experience. Gabe, I’m great. How are you doing today? Gabe Larsen: (01:21).

ROI 143

ROI Books Customers Definition 143

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. In my book, “ Would You Do That To Your Mother ?”, CX @SATairport Click To Tweet.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

One Millimeter Mindset

APRIL 9, 2020

You see, updated business stories extend beyond product and features focus and reach out across our emotional connections. This is the reality of the current and future state of employee experience and customer experience. I have some great tools in my book, Do YOU Mean Business? One millimeter at a time. .

Employee Experience 87

Employee Experience Books Innovation Connections 87

Michel Falcon Experience

JANUARY 9, 2020

CONNECT WITH KRISTI ON LINKEDIN HERE. CONNECT WITH ME ON LINKEDIN HERE. Are you interested in improving your company culture, employee engagement, and customer experience? Click this link to book a call with me directly to learn if the course is right for you and your company.

Engagement 78

Engagement Sports Culture Books 78

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles. 9 October 2019.

Management 156

Management Social Media Call Center Connections 156