Remove Culture Remove Customer Service Training Remove Employee Experience
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The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. There’s a difference.

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29 Customer Service Training and Coaching Tips

Stella Connect

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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The Secret to Outperforming the Competition: It’s Not Just About Customers

ShepHyken

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt.

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A Look Back at the Top Articles and Podcasts of 2024

ShepHyken

A Company Culture of Good with Chad Jensen : What is TCC? Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience.

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The Employee Hierarchy of Needs

ShepHyken

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. This motivates them to come to work and helps keep them employed with you.

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Price Is Only Relevant in the Absence of Value

ShepHyken

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

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29 Customer Service Training and Coaching Tips

Stella Connect

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.