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.
Bill Quiseng
NOVEMBER 22, 2023
Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” For starters, customer experience or CX is about the customers’ emotional value of their experiences.
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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).
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.
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.
ShepHyken
JANUARY 8, 2018
Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.
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. Stacy Sherman.
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