Does Your Company Culture Align With Your Outsourced Contact Center?
Advantage Communications
JULY 30, 2020
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.
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The Employee Hierarchy of Needs
ShepHyken
NOVEMBER 14, 2023
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. This motivates them to come to work and helps keep them employed with you.
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Price Is Only Relevant in the Absence of Value
ShepHyken
OCTOBER 10, 2023
It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.
Exit Interviews and Staying Interviews?
ShepHyken
JULY 27, 2022
One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.
Amazing Business Radio: Dennis Wakabayashi
ShepHyken
JANUARY 12, 2021
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity.
Guest Post: How to Enhance Customer Experience Through Change
ShepHyken
AUGUST 21, 2020
It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together. Revise culture starting with the C-Suite. Nothing is static, thankfully. Now You Are Ready to Respond to Change and Challenges.
CXNext Live: Why EX is the Best CX – How Employees Drive the Bottom Line
Bold360
MARCH 5, 2020
Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. Culture is the cornerstone of the CX Cathedral.
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