ShepHyken

APRIL 16, 2024

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 152

Workshop Hotels Customer Service Training Books 152

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

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. It’s ALL about keeping promises with CX. The post Promises, Promises, Promises. appeared first on CloudCherry.

B2C 186

B2C Workshop B2B Employee Experience 186

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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 81

2024 Article Customer Service Government 81

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 66

Article Customer Service 2023 2024 66

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Connect with Shep on LinkedIn.

Workshop 123

Workshop Customer Service Training Touchpoint Customer Service 123

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.

2024 96

2024 Customer Service Workshop Customer Service Training 96

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Connect with Shep on LinkedIn.

Article 64

Article 2024 Customer Service 2023 64

ShepHyken

DECEMBER 3, 2023

Used the right way, it may even help you create more tailored and personalized customer experiences! Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. Connect with Shep on LinkedIn.

Article 61

Article Customer Service 2023 Loyalty Programs 61

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

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. It’s also a fun way for employees to connect outside of work-related tasks. Provide Access to Mental Health Resources Access to mental health resources is crucial.

Contact Center 52

Contact Center Call Center Workshop Culture 52

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

OCTOBER 29, 2023

A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. My Comment: There is a very close connection between customer experience and marketing.

Article 66

Article 2023 Customer Service Loyalty Programs 66

ShepHyken

NOVEMBER 20, 2020

Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. You can connect with him on Twitter or LinkedIn.

Customer Service 145

Customer Service Net Promoter Score Workshop Document 145

One Millimeter Mindset

NOVEMBER 27, 2019

Because co-created storytelling connects employees to one another. Rather than separates employees in departmental value silos. Especially facilitating Voice of the Employee storytelling, which often uncovers employee experiences which make people feel marginalized, intimidated or excluded.

Blog 75

Blog Workshop Connections Employee Experience 75

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

One Millimeter Mindset

MAY 13, 2019

Leaving these biases unaddressed creates lousy employee experience. Connecting these dots, when employees feel disenfranchised from one another, their experience and success suffer. Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted.

Communication 61

Communication Workshop Download Employee Experience 61

One Millimeter Mindset

APRIL 28, 2020

And vision best allows us to connect to our environments. How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. After all, humans are hard-wired to use all of their senses to size up a situation.

Workshop 89

Workshop Presentation Communication Leadership 89

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Often, employees are unable to have each other’s – and your customers’ – backs. Start by connecting “what you do” to “what everyone else does.”

Culture 63

Culture Workshop Leadership Download 63

ShepHyken

OCTOBER 27, 2023

Offer Reliable and Fast Internet Connectivity In today’s digital age, a fast and reliable internet connection is critical for any quality workspace. If you want to go all out, also consider offering relaxation areas or other dedicated spaces for stretching or meditation to enhance the overall comfort of your customers.

Customer Experience 58

Customer Experience Workshop Sports Innovation 58

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

One Millimeter Mindset

JULY 10, 2019

Storytelling catalyzes both employee experience and customer experience. When clients experience your stories as snacks, instead of anticipating them as a rich meal, will they read, or listen to, the stories you tell, in the first place? As business leaders, do you tell only half the story that needs to be told?

Workshop 51

Workshop Employee Experience Technology Culture 51

One Millimeter Mindset

DECEMBER 9, 2019

Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories. Telling your story impacts employee experience and client experience. Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Take the next steps.

Workshop 66

Workshop Employee Experience Communication Presentation 66

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 78

Net Promoter Score Culture Feedback Employee Experience 78

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. Today’s learning professionals are getting creative to connect and deliver to learners across their organizations. But I recommend making it your own.).

Feedback 143

Feedback Connections Engagement Interaction 143

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . Connect with, and learn more about, Katie on her platforms: . The McLaughlin Method website. Katie on Linkedin.

Workshop 52

Workshop Leadership Employee Experience Engagement 52

One Millimeter Mindset

JULY 23, 2020

Consider that potential employers and clients, especially today, have no time to connect whatever dots need to be connected. Retain employees and clients. Then again, do you rely on the chronology of professional titles listed in resumes and profiles to tell your entire professional story? One millimeter at a time. Build trust.

Workshop 96

Workshop Connections Communication Customer Retention 96

One Millimeter Mindset

APRIL 18, 2019

In taking my storytelling speaking programs and workshops to organizations and associations like yours, I constantly hear about how you are trying to do more. Selling pressure negatively impacts both employee experience and customer experience. . All you need to do is connect your story to your customers’ stories.

E Commerce 65

E Commerce Banking Workshop Sales 65

One Millimeter Mindset

SEPTEMBER 22, 2020

When business stories are too specific, decision makers are unable to easily connect the dots to their own tactical – let alone strategic – scenarios. When business stories are too tactically specific, and your story does not connect the dots for decision makers, their next steps are easy. Retain employees and clients.

Workshop 76

Workshop 2020 Connections Communication 76

Think Customers

JUNE 16, 2022

But today’s employees and customers also want an emotional connection with brands. But at the crux of every organization are people – the customers, employees, and partners that make it all work. But at the crux of every organization are people – the customers, employees, and partners that make it all work.

E Commerce 52

E Commerce Telecommunications Touchpoint Brands 52

One Millimeter Mindset

AUGUST 21, 2019

When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. As a result, the challenge to retaining clients between contracts becomes remaining connected to their stories. And, not assuming customer connection is “someone else’s” responsibility.

Workshop 75

Workshop Download Connections Blog 75

One Millimeter Mindset

MAY 20, 2019

From my own perspective and experience, the common denominator which connects these professional soft skills is communication. Regardless of whether people are physically or virtually connected to you. In one way, or another, your words, actions and beliefs are broadcast loud and clear to everyone around you. Contact me here. .

Communication 69

Communication Workshop Download Presentation 69

One Millimeter Mindset

JUNE 24, 2019

How is employee experience and client and customer experience delivered in your storytelling style? . Do you stop your story short, at the moment you need to connect your story to internal and external stakeholders and clients? Between you and your audience. Take the next steps. Contact me here. Subscribe to my blog.

Workshop 67

Workshop Presentation Download Employee Experience 67