ShepHyken

MAY 30, 2023

The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience. 2 to manage the wait time new patients experience. Slutsky has masterfully used option No.

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

ShepHyken

SEPTEMBER 12, 2023

This comes in many forms, from working a little later when needed, coming to the office over the weekend if necessary or doing anything outside of a typical job description. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 145

Workshop Customer Service Training Customer Service Connections 145

ShepHyken

FEBRUARY 26, 2024

What is the chief repeating officer, and how do they contribute to improving customer experience? Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. What causes organizational transformations to fail? ” “Think slowly, act fast.

Leadership 94

Leadership Books Communication Customer Service 94

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. High Cost of Living. The Cost of Contact Centers in Major Urban Centers.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

ShepHyken

JUNE 10, 2020

One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.

Customer Service Training 155

Customer Service Training Customer Service Article Information 155

ShepHyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Customers don’t care if the customer support agent is working in an office or from home, but employees do – Creating a seamless call center experience is important to customers.

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

ShepHyken

OCTOBER 2, 2023

You make it a community when you can facilitate the right environment and office structure. And too often, they’re excluded from conversations.” About: Alex Ross is the co-founder and chief operating officer of Hire Horatio. .” “At the end of the day, people want to be a part of something.

Competitive Advantage 80

Competitive Advantage 2019 2020 Customer Retention 80

ShepHyken

JANUARY 23, 2024

I recognize that one form is for insurance, one is for the general patient information to be kept in the office, one is for the HIPAA agreement, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. And if it’s not, eliminate it!

Workshop 86

Workshop Insurance Banking Customer Service Training 86

ShepHyken

OCTOBER 18, 2022

Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. New York Times ?bestselling The Leader’s Playlist.

Leadership 117

Leadership Employee Experience Customer Service Engagement 117

ShepHyken

FEBRUARY 5, 2024

.” About: Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo , a no-code, fully customizable enterprise loyalty platform. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

Loyalty Programs 86

Loyalty Programs Loyalty Fashion Financial 86

ShepHyken

JULY 19, 2021

Should the Chief Experience Officer Cease to Exist? Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country.

2021 145

2021 Article E Commerce Customer Service 145

ShepHyken

DECEMBER 18, 2023

” About: David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

ShepHyken

DECEMBER 6, 2022

The Chief Moment Officer . Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. In that interaction, they become the Chief Moment Officer. What is a Certified Chief Moment Officer? What is the Awesome Responsibility?

Customer Centricity 121

Customer Centricity Culture Leadership Healthcare 121

ShepHyken

AUGUST 8, 2023

When I was looking for office space, I always checked out the restroom to see how well it was maintained. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. RX is currently recognized as the abbreviation for a prescription. You get the idea.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

ShepHyken

FEBRUARY 7, 2023

Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new. Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale.

2023 123

2023 Customer Service Training Reference Employee Experience 123

C Space

JANUARY 20, 2021

C Space, the global customer agency today announced that Jessica DeVlieger will become its new Global Chief Executive Officer, effective February 1st, 2021. Headquartered in Boston, C Space also has offices in London, New York, Tokyo, San Francisco, and Mexico City. C Space is a part of the Interbrand Group.

2021 97

2021 Workshop Advertising Communication 97

ShepHyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. ” About: Genefa Murphy is the Chief Marketing Officer for Five9. New York Times ? Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant.

Virtual Agent 128

Virtual Agent Contact Center 2021 Consulting 128

ShepHyken

JULY 12, 2022

Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. ” About: Julius Robinson is the Chief Sales & Marketing Officer at Marriott International. New York Times ?bestselling Building Confidence with Your Customers.

Hospitality 117

Hospitality Customer Confidence Travel Culture 117

ShepHyken

MARCH 2, 2022

You ship it out that day, but the backup at the post office causes a delay. Make a promise of a new date/time. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.

Customer Service Training 144

Customer Service Training Communication Information Customer Service 144

Confirmit

APRIL 26, 2017

Today the office will be a bit noisier than usual. We will be welcoming 14 Mini-Confirmites to the New York City office. No, there isn’t any construction going on (that was completed last summer), and there aren’t any big meetings happening.

Entertainment 68

Entertainment Customer Voice Connections Interaction 68

ShepHyken

OCTOBER 9, 2023

We’ve got to be thinking about what the new world looks like. ” About: Peter Mullen is the Chief Marketing Officer of Interactions , a company specializing in intelligent virtual assistants and conversational AI. How can you take AI technology and maximize it for your benefit?”

Contact Center 86

Contact Center Customer Satisfaction Technology Interaction 86

ShepHyken

APRIL 27, 2021

Quotes: “Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” 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.

Customer Experience 152

Customer Experience Feedback Sales Customer Service 152

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I’ll share that company’s name at the end of this article. If you said Amazon, you’re absolutely right!

Customer Centricity 86

Customer Centricity Workshop Customer Service Training Definition 86

ShepHyken

OCTOBER 5, 2022

And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. It opened with this statement: “ I bought a new car yesterday. But Suzanne wanted to take care of her new customer, not just sell him a car. As I read the story, I realized the salesperson didn’t just sell a car.

Sales 123

Sales Customer Service 2016 2017 123

ShepHyken

AUGUST 3, 2022

I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.

Airlines 131

Airlines Leadership Customer Service Training Definition 131

CSM Magazine

MAY 19, 2023

The city that never sleeps, New York City, is a bustling metropolis known for its abundant entertainment and socialising opportunities. These gatherings can boost morale, encourage team building, and break the monotony of daily office life. As such, it’s an ideal place to organise after-work events.

Events 52

Events Sports Entertainment Culture 52

ShepHyken

MARCH 3, 2021

Then, realizing my luggage is lost, I head over to the baggage office where I wait behind a bunch of other people who have the same problem. None of us in that office are happy to be there. Messaging is apparently the new way to deal with lost luggage. I realize that sometimes the luggage is really lost.

Airlines 147

Airlines Travel Customer Service Training Information 147

TechSee

SEPTEMBER 15, 2022

With custom integrations to existing Salesforce and Amazon Connect platforms, agents now have a new way of visually engaging with their customers, without the need to install or download a new program or application. The company is headquartered in Tel Aviv with offices in New York and Madrid.

Engagement 109

Engagement Contact Center Retail 2022 109

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

Technology 98

Technology Insights 2021 Leadership 98

ShepHyken

FEBRUARY 28, 2023

So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

ShepHyken

OCTOBER 28, 2020

CLO, as in Chief Love Officer. What does a Chief Love Officer do? I’m the Chief Amazement Officer. So, “Chief Love Officer” is not that farfetched. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Welcome the newest title to the C-Suite!

Culture 152

Culture Social Media Customer Service Training Customers 152

ShepHyken

JANUARY 26, 2021

Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. About: Eric Williamson is CallMiner ’s Chief Marketing Officer, with more than 20 years of experience in both the technology and consumer product marketing. The Reality of Offensive Customer Behavior.

Call Center 119

Call Center Contact Center Loyalty Interaction 119

ShepHyken

JUNE 20, 2023

Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. He said, “Obviously, we made a mistake, and we want to apologize to everybody out in New Mexico.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

AUGUST 31, 2021

Even those working in the back office without direct customer interaction should always have the customer in mind. New York Times ?bestselling Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. Each person in the company should be an Experience Maker. Shep Hyken ?is

Social Media 142

Social Media Leadership Books Customer Care 142

ShepHyken

APRIL 21, 2021

He didn’t get a reply, so after several days he called the agent’s office. After all, I’m a client, a warm lead for new business, and I represent income to him. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Andy asked me, “Am I out of touch with reality?

Insurance 154

Insurance Presentation Customer Service Training Customers 154

ShepHyken

SEPTEMBER 4, 2023

Empower teams by listening to their ideas and enabling them to make decisions based on what they believe is best. In special forces like the Navy SEALs, the leader of a mission is not necessarily the highest-ranking officer but someone with the most relevant experience.

Leadership 84

Leadership Culture Financial Retail 84

ShepHyken

OCTOBER 11, 2022

Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. New York Times ?bestselling Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers.

Connections 72

Connections Employee Experience Measurement Customer Service 72