ShepHyken

JULY 25, 2018

In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? And, even if it is different, do our customers care? So, the new question isn’t about customers.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 260

NPS Customer Centricity Culture Automotive 260

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. 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).

Article 71

Article 2022 Customer Service Hospitality 71

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. This article highlights a recent J.D.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A nice article featuring some of the most relevant trends and strategies happening in social customer care.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Ensuring A Positive Employee Experience by Brian Berns. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

2018 0

2018 Article Customer Service Contact Center 0

ClearAction

SEPTEMBER 27, 2018

These principles make up day-to-day life for employees and customers: ease-of-work and ease-of-doing-business. The greater the customer-centricity of processes, policies and motives throughout your company, the better the employee experience and customer experience will be, leading to stronger business growth.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74