TechSee

MARCH 7, 2022

Customers who choose self-service can be demanding – and expect organizations to value their time. Key Benefits of Self Service as a Customer Service Strategy . Self-service solutions save time and resources. Employee Experience. Customer Self Service Examples.

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

ShepHyken

OCTOBER 10, 2023

We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employee experience (EX). The Opportunity: Create experiences that are so enriching that neither customers nor employees can easily walk away, regardless of dollars. You can’t have one without the other.

Workshop 150

Workshop Culture Customer Service Training Employee Experience 150

Team Support

MAY 31, 2023

Chatbots are not only a benefit for customers, but they’re a great support for the customer agents you already have on staff. A recent study shows that 89% of executives agree that a satisfying employee experience leads to a better customer experience. Research shows that customers are 2.4

Customer Service 98

Customer Service 2027 Competitive Advantage Customer Service Strategies 98

Think Customers

JULY 16, 2020

Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.

Contact Center 52

Contact Center Customer Service Strategies Employee Experience Webinar 52

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customer service to be an afterthought. Here are five good reasons why.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. CX equals EX to the power of DX.”.

Technology 98

Technology 2019 ROI Employee Experience 98

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

ShepHyken

JULY 20, 2021

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. How does process mapping improve the employee experience? What happens in the engagement layer of customer service?

2020 156

2020 Employee Experience Customer Engagement Engagement 156

ShepHyken

JANUARY 12, 2021

The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility. The employee experience has a huge impact on the customer experience. Employee needs will continue to change moving forward. How can I improve the employee experience?

Customer Centricity 75

Customer Centricity Return on Investment Employee Experience Leadership 75

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.

Culture 67

Culture Employee Experience Customer Service Training Customer Service 67

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. And, since we’re on the topic of building….

Culture 59

Culture Employee Experience Insurance Government 59

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

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?

Workshop 122

Workshop Customer Service Training Touchpoint Customer Service 122

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.

2024 95

2024 Customer Service Workshop Customer Service Training 95

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.

2023 123

2023 Customer Service Training Reference Employee Experience 123

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. About Rob Markey.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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 Complete Guide to Social Media Customer Service by Anna Bredava.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

MAY 16, 2018

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. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

ShepHyken

DECEMBER 18, 2019

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. If you want to have a great customer experience, you must focus on your employee experience.

2020 123

2020 Customer Service White Paper Social Media 123

Playvox

FEBRUARY 13, 2023

Related Article: Why Sweaty Betty Doesn’t Sweat Quality Management Impact Of Quality Management On Customer Retention Poor experiences send customers out the door, and it’s vastly more expensive to acquire new customers than to hang on to the ones you have. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

ShepHyken

FEBRUARY 21, 2023

Fifty-eight percent of customers we surveyed said excellent customer service is more important than price. A great customer experience goes hand-in-hand with a great employee experience. It’s no surprise that the best customer-focused companies are also some of the best places to work.

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

ShepHyken

AUGUST 21, 2020

Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 248

Customer Experience Culture Government Innovation 248

ShepHyken

JUNE 4, 2018

Furthermore, in some cases, customer service has become a commodity. However, certain levels of service can make you stand out. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Article 76

Article 2018 Customer Service Airlines 76

ShepHyken

DECEMBER 8, 2020

It’s still about helping customers through their entire journey, but individual needs may have changed. Meet customers wherever they’re at and help them recover and plan for the future. Care for your employees just as well as you care for your customers. The employee experience directly affects the customer experience.

Customer Satisfaction 91

Customer Satisfaction Customer Success Employee Experience Customer Service 91

ShepHyken

APRIL 16, 2024

Within moments, an airport employee came over with a bucket and mop to clean up the spill. I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. My friend apologized for making a mess, and the woman’s response surprised both of us.

Workshop 151

Workshop Hotels Customer Service Training Books 151

Call Experts

JANUARY 29, 2020

Our dashboards provide the data you need to guarantee a seamless customer service strategy. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

ShepHyken

MARCH 18, 2019

My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world. While we’ve seen many of these before, I want to emphasize (and so does the article) the concept of focusing on the EX, which is the employee experience.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. If you’re not, still read it.

Article 65

Article 2022 Customer Service Sports 65

Integrity Solutions

OCTOBER 27, 2021

Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture. Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret?

Books 40

Books 2018 Customer Service Call Center 40

ShepHyken

FEBRUARY 4, 2022

The consumer experience (CX) and the employee experience (EX) are instantaneously raised when reliable, accurate, and timely information from a single source of truth is communicated across platforms.? . Duplicate records and version control issues are no longer an issue with a single source of truth.

Customer Service 70

Customer Service Reference Retail Contact Center 70

Think Customers

SEPTEMBER 7, 2021

For example, Customer Experience as a Service (CXaaS) is a cloud-based customer solution for planning, designing, and executing activities that encompass all parts of the customer experience. recruiting, onboarding and training), technology, consulting and implementation services.

Management 52

Management Contact Center Sales User Experience 52

Think Customers

MAY 13, 2020

1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. On Shep Hyken’s Amazing Business Radio podcast, he recently spoke with Jonathan Lerner , president of TTEC Digital, about what it means to move beyond the new normal.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

ShepHyken

JANUARY 29, 2018

My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

2018 93

2018 Article Customer Service Social Media 93

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Think Customers

JULY 2, 2019

“We’ve experienced the age of the customer and now the age of the employee is upon us,” Matulich said. The understanding that great customer experiences are impossible without great employee experiences was a major theme at the conference.

Contact Center 40

Contact Center Net Promoter Score 2003 Customer Journey Mapping 40

Think Customers

OCTOBER 28, 2020

The more flexibility that companies have in ramping up or down quickly with a variety of internal and outsourced staff, the better positioned they will be at meeting service levels and delivering a great customer and employee experience.

Financial 52

Financial Insurance Banking 2013 52