ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

Call Center 127

Call Center Technology Customers Engagement 127

Innovative CX

JULY 13, 2022

What’s your service recovery plan when something goes wrong? While you may not be in the restaurant business, does your service recovery more than make up for what went wrong? Being specific about your service recovery plan is important not only for your customers but for your employees as well. Invest in your employees.

B2C 69

B2C B2B Culture Customer Care 69

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Ecrion

OCTOBER 8, 2020

The Customer Might Be Wrong! | It Doesn’t Protect Your Employees |. The Customer Might Be Wrong! Even if a customer isn’t being rude or belligerent, they may simply be wrong. Your customer service professionals should never be afraid to point out when a customer is wrong about something.

Customer Service Strategies 96

Customer Service Strategies Customers Customer Service Communication 96

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. Send them a gift, give them an upgrade, or do something thoughtful that goes above and beyond,” Pedowitz says. Treat customers well when things go wrong.

Customer Experience 110

Customer Experience Loyalty Loyalty Programs Touchpoint 110

Upstream Works

SEPTEMBER 1, 2020

So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. In fact, the two have a cause-and-effect relationship.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

Steve DiGioia

MARCH 8, 2021

Like a useless scarecrow, some employees serve little purpose too. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. These employees have no idea how to act when things go astray and have even less motivation to improve. Blows In the Wind.

Customer Service 81

Customer Service Customers Brands Customer Care 81

TechSee

APRIL 13, 2021

In fact, most of the time, the pit crew is only mentioned when something goes wrong with the car’s performance. Rise of digital engagement channels. Investments in digital engagement channels powered by AI are rapidly increasing. The same is true of customer service when customers are unhappy.

Customer Service 124

Customer Service Sales Customer Relationships Loyalty 124

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BirdEye

AUGUST 7, 2020

In reality, a “good review” goes far beyond a star rating. Goes beyond the stars. See how this review of a local coffee shop goes beyond the star rating. Was an employee particularly helpful, and did the customer leave the employee’s name in the review? Even a quick thanks goes a long way.

Feedback 98

Feedback Customer Experience Brands Customer Experience Management 98

customer sure

DECEMBER 6, 2023

Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focused customer experience programmes - and rightly so, we reckon.

2024 62

2024 Customer Experience Social Media Healthcare 62

Ecrion

OCTOBER 13, 2020

As time goes on, we will begin to see more and more automated translation services, eliminating the need for a human role altogether. As time goes on, this will begin to expand to include intermediate and advanced-level IT maintenance. As a result, the need for a human employee to handle this responsibility will dwindle.

2020 98

2020 Sales Technology Customer Service 98

Beyond Philosophy

MAY 18, 2023

The same goes for customer service representatives. They might get the wrong idea or not realize you are joking. Afterward, through psychometric testing from an outside company, we discovered that as many as 50 percent of the people were working on the wrong side of the front/back-office split.

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. All 2,200 employees within RICOH Canada had a duty to deliver an exceptional customer experience, whether directly or indirectly. One of the most significant is a decrease in employee engagement.

Customer Experience 126

Customer Experience White Paper NPS Net Promoter Score 126

Beyond Philosophy

NOVEMBER 27, 2017

Same goes for company communications; any newsletter or regular communiqué should devote a lot of content toward customer-issues and related topics. When something goes wrong, Natural companies are open about it to their customers. Natural companies do not think the customer-facing team are low-level employees.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. Why Employee Surveys Matter?

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

Experience Investigators by 360Connext

JANUARY 19, 2015

If you have the wrong person in that role, your customers will suffer. This goes without saying, but for some reason I have to say it. Yes, social media uses technology. Tools help companies monitor and respond. But the tone and judgment of how to reply to customers is still a real, live person’s job. Responding with a script.

Social Media 278

Social Media Customer Service Call Center Consulting 278

ShepHyken

FEBRUARY 1, 2019

Shep Hyken believes customer centricity must start on the inside, with your employees. The same goes for developing and implementing a CRM software! It only makes sense to start with your employees as they will be using the software front and center. – Communicate and train employees on what that experience looks like.

Customer Centricity 90

Customer Centricity Culture Blog Reference 90

Experience Investigators by 360Connext

DECEMBER 4, 2014

But even some of the warmest, most competent doctors around have forms that basically scream “YOU ARE ALREADY WRONG, PATIENT! ” Healthcare paperwork goes “Jeckyll and Hyde” The point here is that the survey is often on lovely, easy-to-read and complete paper. YOU BETTER SHOW UP FOR YOUR APPOINTMENT!

Healthcare 234

Healthcare Hospitality Social Media Insurance 234

ChurnZero

FEBRUARY 1, 2024

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. A: Start with your highest-revenue clients who have the highest engagement. You may have to pull people in, including yourself. A: It’s a common scenario.

Customer Success 52

Customer Success Webinar Sales Customers 52

ShepHyken

FEBRUARY 28, 2022

Most of the systems and processes we use to engage in commerce were built with an emphasis on competent and efficient execution of transactions. diginomica) More recently, organizations have realized the importance of Employee Experience. Then along came the employee experience (EX). These influencers did not hold back.

2022 71

2022 Article Customer Service Loyalty 71

SurveySparrow

JANUARY 24, 2019

In your company, it is your employees that maketh the pillars. The stronger and loyal your employees are, the bigger the company can grow. When I say ‘you have to,’ it is your employees who actually carry out this no matter who the CEO is. It is your general employees who execute and gets all your strategies up and running.

Engagement 73

Engagement Culture Feedback Management 73

Michel Falcon Experience

AUGUST 17, 2016

Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Doing so will, more often than not, increase employee engagement. As the saying goes: Work hard in silence. Think long-term. Working for free (i.e. Invest in yourself.

Blog 127

Blog 2016 Engagement Webinar 127

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. A pologize – Always apologize even if you did nothing wrong.

Customer Service 136

Customer Service E-support Customers Sales 136

Beyond Philosophy

DECEMBER 11, 2014

Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You use the wrong language. When something goes wrong, some organizations like to hide it from the Customer, denying that there is an issue at all.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ShepHyken

NOVEMBER 15, 2021

Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. When you have the wrong metrics, you will often achieve the opposite result. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. This is the way. They want proof in the form of ROI.

Article 73

Article 2021 Customer Service Metrics 73

Lumoa

JANUARY 27, 2023

A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. Benefits of Using Customer Experience Audit Checklists There’s an old saying that goes “you can tell a lot about a company by how they treat their customers.” So what can be done? It sounds like sage advice, right?

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

Uniphore

DECEMBER 6, 2021

Good leaders, on the other hand, not only help make the decisions, but they also motivate, engage, empower and inspire people to move in the direction of that decision.” This really goes back to this idea of the ivory tower: the more senior you are, the more disconnected you can get from your company.”

Contact Center 52

Contact Center Leadership Technology Communication 52

Alida

APRIL 11, 2017

The service relationship often starts off strong, but as time goes on and warranties expire, customer loyalty declines. Where have dealerships gone wrong? Companies should engage with car owners directly to learn what consumers want and why they want it. Customer engagement is key to fixing the car service experience.

Automotive 113

Automotive Competitive Advantage Loyalty Consumers 113

SurveySparrow

DECEMBER 5, 2020

Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Culture Communication Engagement 52

CSM Magazine

AUGUST 7, 2020

When it comes to improving employee satisfaction, most managers and companies will go out of their way to improve this crucial aspect of their business. Here, we will discuss some ways to improve your employee satisfaction at the office and find the best ways to retain the talent you’ve acquired and build their loyalty for your business.

Rewards Programs 59

Rewards Programs Seminar Workshop Culture 59

SurveySparrow

MARCH 10, 2021

Without employee rewards and recognition, your organization will eventually suffer from low employee engagement. . Employee appreciation is too important to leave to the whim of managers. To maintain employee satisfaction, you need to make employee awards an unfailing ritual at your organization.

Engagement 52

Engagement Culture Communication Loyalty 52

Retently

MARCH 10, 2022

To combat these areas, you need to influence the Customer Attraction, Engagement, Trial, and Conversion stages of your customer relationship. At this stage, your customer really engages with your Customer Success team, is reassured they made the right choice, and it’s here where you can make the greatest positive impact.

E-support 148

E-support Poor Customer Service Customer Success Customers 148

Beyond Philosophy

APRIL 24, 2017

But over time, it just goes into the background, and we don’t pay attention to it,” said Ariely on an NPR Broadcast about the study. We can all agree that lying to customers is wrong. Lying is not only bad for your customers, but it’s also bad for your employees. Lying Creates a Gateway to More Lying. appeared first on.

Consulting 126

Consulting Banking Webinar Employee Experience 126

Beyond Philosophy

AUGUST 21, 2017

Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Join me for a FREE webinar, Where Customer Experience Measurement Goes Wrong , on Tuesday 22nd August. Executives struggle with internal ambiguities too.

Healthcare 140

Healthcare Consulting Measurement Webinar 140

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. There are a number of reasons why improving employee experience should be a top priority for any organization.

Employee Experience 52

Employee Experience Financial Engagement 2020 52

Stella Connect

JANUARY 26, 2022

In a 1:1, you can analyze negative feedback together privately and offer guidance on what went wrong and how they’re able to improve. Here’s an example: an agent goes a week or two without any input from their manager, so they assume they’re doing good work. Interested in creating an employee recognition program?

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96