ShepHyken

APRIL 11, 2022

My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. It’s the experience that drives engagement. Anytimed by Seth Godin.

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Article 2022 Customer Service Customer Service Training 64

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Connect with Shep on LinkedIn.

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ShepHyken

APRIL 16, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

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Workshop Hotels Customer Service Training Books 150

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.

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Article 2024 Customer Service 2023 63

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

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2021 Article Customer Service Employee Experience 136

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.

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ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset.

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Article Customer Service 2023 Loyalty Programs 59

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?

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ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. Connect with Shep on LinkedIn.

Article 65

Article Customer Service 2024 2023 65

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.

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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. Connect with Shep on LinkedIn.

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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.

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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).

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Article 2022 Customer Service Hospitality 70

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. I]f you care about customer experience.

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ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

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Article 2021 Customer Service Loyalty Programs 133

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

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Article 2023 Customer Service Retail 62

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. it’s more important than ever to tell customers exactly what’s going on.

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Article 2022 Loyalty Programs Customer Service 64

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. but have you journey mapped the employee experience.

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Article 2020 Customer Journey Mapping Customer Service 108

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Follow on Twitter: @Hyken.

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Article 2020 Customer Service Employee Experience 94

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.

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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.

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ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Consider the opening stats.

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ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

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2022 Article Customer Service Loyalty 70

ShepHyken

NOVEMBER 20, 2019

This can lead to a better customer—and employee—experience overall. Just remember, if you need to make a change that is dramatic , take steps to ensure that it won’t end up being traumatic for your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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ShepHyken

JANUARY 6, 2020

It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. My Comment: This article takes a look at the complicated process many customer-facing front-liners deal with. Follow on Twitter: @Hyken.

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2020 Article Customer Service Contact Center 104

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.

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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. Follow on Twitter: @Hyken.

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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.

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ShepHyken

JANUARY 18, 2021

First, a great customer experience starts with the employee experience. Second, to use the author’s words, “Customer service is an ethos, not a department.” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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ShepHyken

OCTOBER 22, 2021

Harnessing your people in a way that makes them care about what you do as an organization will pay dividends far beyond anything else in customer experience. Empower your team to make decisions to serve your customers and reward them for being creative, prompt, empathetic, and mindful. Continue to Evolve.

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Customer Experience Management Return on Investment Banking 145

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.

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Article 2019 Customer Service 2023 85

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.

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2018 Article Customer Service Employee Experience 76

ShepHyken

MAY 21, 2018

My Comment: Why do companies lose customers? Creating Good Employee Experiences Is Within Reach by Chris Poteet . CMSWire) Organizations have renewed their focus on providing quality customer experiences (CX). The post 5 Top Customer Service Articles For the Week of May 21, 2018 appeared first on Shep Hyken.

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Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Follow on Twitter: @Hyken.

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Article 2020 Customer Service Net Promoter Score 84

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.

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Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

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Government Customer Experience Management Customer Experience Management 120

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.

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