ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant?

Exercises 129

Exercises Touchpoint Customer Service Training Customer Service 129

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 127

Customer Service Training Training Employee Experience Company 127

ShepHyken

JULY 8, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 149

Sports Customer Service Training Customer Service Training 149

ShepHyken

APRIL 16, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 158

Hotels Customer Service Training Customer Service Training 158

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Connect with Shep on LinkedIn.

Trends 102

Trends Customer Service Customer Service Training Customer Retention 102

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 71

Culture Employee Experience Customer Service Training Training 71

ShepHyken

OCTOBER 1, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 95

Customer Service Exercises Video Customers 95

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 71

Customer Experience Customer Service Training Customer Retention Loyalty 71

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. A Complete Guide to Social Media Customer Service by Anna Bredava. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Social Media Chatbots Trends 104

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 100

Employee Experience Hotels Video Culture 100

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 128

Customer Service Customer Experience Tips Social Media 128

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 131

Customer Service Training Training Video Customer Experience 131

ShepHyken

MARCH 18, 2019

My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world. While we’ve seen many of these before, I want to emphasize (and so does the article) the concept of focusing on the EX, which is the employee experience. Follow on Twitter: @Hyken.

Net Promoter Score 91

Net Promoter Score Customer Service Omni-Channel Customer Centricity 91

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 69

Customer Service Self Service Banking Culture 69

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 77

Customer Service Airlines CRM Social Media 77

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. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

ShepHyken

JANUARY 29, 2018

My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

Customer Service 98

Customer Service Social Media Tips Trends 98

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Infographics Employee Experience Customer Service Strategies 19

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130