ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Any organization who abides by this philosophy is rewarded with employee retention and repeat business.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

ShepHyken

AUGUST 11, 2024

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible. Connect with Shep on LinkedIn.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

SEPTEMBER 15, 2024

The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” ” That’s where CX begins: with the employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

ShepHyken

JULY 7, 2024

My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. A strong EX (Employee Experience) drives a strong CX. I love the second idea, which is to remove customer anxiety. There’s a third idea that’s a good one, too.

Customer Service 82

Customer Service Customer Journeys Customer Service Training Measurement 82

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.

Customer Service 67

Customer Service Employee Experience B2C Hospitality 67

ShepHyken

JUNE 23, 2024

I love her first point: Prioritizing the customer isn’t enough! And in point number four, she reminds us that a great customer experience requires a great employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

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. What an honor. Thank you, Chalmers Brown, for including me.

Customer Service 69

Customer Service Contact Center Average Handle Time Customer Service Strategies 69

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.

Customer Service 63

Customer Service Loyalty Programs Loyalty Customer Service Training 63

ShepHyken

JULY 15, 2024

In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Return on Investment Loyalty Loyalty Programs 82