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.

Customer Service 141

Customer Service Employee Experience Customer Service Training Strategy 141

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.

Customer Service Training 125

Customer Service Training Training Employee Experience Company 125

ShepHyken

NOVEMBER 20, 2019

Regardless of the definition, trauma is not something you want your customers to experience. This is all about being customer-focused. Whenever you make any kind of change to your product, process, price—anything—you must ask yourself, “How is this going to impact the customer?” Change can be good.

Customer Focused 125

Customer Focused Customer Service Training Employee Experience Customer Experience 125

ShepHyken

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

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.

Customer Journeys 112

Customer Journeys Customer Service B2C Ecommerce 112

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.

Culture 69

Culture Employee Experience Customer Service Training Training 69

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.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

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.

Customer Experience 69

Customer Experience Customer Service Training Customer Retention Loyalty 69

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).

Customer Service 73

Customer Service Hospitality e-support eBook 73

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.

Customer Service 96

Customer Service Employee Experience Touchpoint Customer Centricity 96

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.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

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.

Customer Service 82

Customer Service Competitive Advantage Retail Employee Experience 82

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.

Customer Service 108

Customer Service Contact Center Customer Retention Poor Customer Service 108

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.

Customer Service Training 129

Customer Service Training Training Video Customer Experience 129

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.

Employee Experience 98

Employee Experience Hotels Video Culture 98

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.

Self Service 132

Self Service Customer Service Customer Journeys B2B 132

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

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.

Customer Service 126

Customer Service Customer Experience Tips Social Media 126

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.

Ecommerce 73

Ecommerce Customer Service Trends Loyalty 73

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.

Rewards Programs 85

Rewards Programs Customer Service Loyalty Programs Loyalty 85

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. If you’re not, still read it.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

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.

Customer Service 88

Customer Service Conference Employee Experience Customer Service Training 88

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.

Customer Service 90

Customer Service Net Promoter Score Airlines Contact Center 90

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.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Survey Case Study Training 115

ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Ensuring A Positive Employee Experience by Brian Berns. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Chatbots Retail B2C 90

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.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What to Look for In Customer Service Training Programs. That’s because everyone plays a part in the customer journey.

Customer Service 69

Customer Service Self Service Banking Culture 69

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 102

Customer Service Social Media Chatbots Trends 102

ShepHyken

OCTOBER 5, 2020

Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! Here are a few ideas to get you started. Thank you, Jeremy!

Customer Service 68

Customer Service Hospitality Virtual Agent Loyalty 68

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. My personal favorite on the list is the use of video.

Customer Service 78

Customer Service Loyalty Airlines Loyalty Programs 78

ShepHyken

AUGUST 24, 2020

To achieve this feat, it’s vital to account for your employee’s satisfaction, who deals with customers directly or indirectly. My Comment: If you want a good customer experience, then take a look at the inside of your business or organization at the employee experience. That’s where it starts.

Customer Service 85

Customer Service Contact Center Tips Chatbots 85

ShepHyken

AUGUST 27, 2018

(Toister Solutions) I decided to investigate the happy employees equal happy customers claim by reviewing Glassdoor ratings for the 20 companies with the best customer service. This list was compiled by Christopher Elliott using data from the American Customer Satisfaction Index (ACSI). Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

OCTOBER 30, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 106

Customer Service Training Customer Service Training Customer Focused 106