ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

2023 123

2023 Customer Service Training Reference Employee Experience 123

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. Follow on Twitter: @Hyken.

2020 104

2020 Article Customer Service Contact Center 104

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

NOVEMBER 20, 2019

Regardless of the definition, trauma is not something you want your customers to experience. This is all about being customer-focused. Whenever you make any kind of change to your product, process, price—anything—you must ask yourself, “How is this going to impact the customer?” Change can be good.

Definition 122

Definition Customer Focused Customer Service Training Employee Experience 122

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience.

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Don’t forget that customer experience starts with employee experience. Remember, what happens on the inside of the organization is felt on the outside by the customer. Follow on Twitter: @Hyken.

2020 123

2020 Customer Service White Paper Social Media 123

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

SEPTEMBER 2, 2019

Anand Janefalkar, CEO of UJET, “debunks” three myths, including the one that claims that human customer service will be eliminated. Improve Employee Experience to Improve Customer Experience by Jeannie Walters. Experience Investigators) The employee experience can feel hard to manage.

Article 85

Article 2019 Customer Service 2023 85

ShepHyken

SEPTEMBER 29, 2022

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It’s what happens between the walls that counts! . Follow on Twitter: @Hyken.

Customer Service Training 126

Customer Service Training Customer Service Feedback Communication 126

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Article 77

Article 2021 Customer Service Competitive Advantage 77

ShepHyken

APRIL 6, 2020

Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. Forbes) Companies must build organizational cultures of treating employees well, as if they are customers, too. Focus on employees first. The concept is simple.

Article 76

Article 2020 Customer Service E Commerce 76

ShepHyken

JUNE 21, 2021

Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher. Russel Lolacher) What if we cared about our employees as much (or more) as we do about our customers? Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2021 80

2021 Article Rewards Programs Customer Service 80

ShepHyken

MAY 14, 2018

This short article covers a clever promotion that is a win/win for the customer and the charity. Great Employee Experiences Beget Great Customer Experiences By Lisa Loftis. My Comment: Before you can have a good CX, you must have a good EX – that’s Employee Experience. Follow on Twitter: @Hyken.

2018 76

2018 Article Customer Service Employee Experience 76

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JULY 25, 2022

Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy. CMSWire) Brands seeking to build a customer-obsessed culture need to focus on more than just customers.

Article 14

Article 2022 Customer Service Magazine 14

ShepHyken

OCTOBER 30, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 102

Customer Service Training Customer Service Information Customer Focused 102

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. In short – aliases can be fantastic to inspire engaged employees to achieve better. But be cautious of mandating their use, as encouraging disengaged employees to fake a persona can be damaging.

2018 40

2018 Contact Center Entertainment Culture 40

ShepHyken

JANUARY 30, 2023

Why Customers Are Switching Brands More Often by Dan Gingiss (Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2023 23

2023 Article Customer Service Banking 23

SurveySensum

JULY 14, 2020

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). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Something simple as a login should never create friction for your customers.

Article 148

Article 2021 Customer Service Loyalty Programs 148

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Jeremy Watkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Jeremy Watkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

2018 17

2018 Article Customer Service Employee Experience 17

ShepHyken

MAY 11, 2020

Customer experience, innovation, artificial intelligence, culture….a The Human Experience Trumps CX and EX in Times of Crisis by Howard Lax. But if I may offer one piece of advice, it is this: In times of crisis, it is the human experience, not the customer or employee experience, that matters.”

Article 60

Article 2020 Customer Service 2004 60