ShepHyken

DECEMBER 9, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Ecommerce Self Service Omni-Channel 74

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee Engagement 97

Employee Engagement Leadership Customer Service Training Culture 97

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Does this remind you of one of your customers? Now, how does the socializer define a successfully customer experience?

Training 151

Training Customer Service How To Employee Engagement 151

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? When was the last time you updated your company’s customer service training material? Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

APRIL 11, 2022

My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. It’s the experience that drives engagement. Anytimed by Seth Godin.

Customer Service 66

Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

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 147

Sports Customer Service Training Customer Service Training 147

ShepHyken

DECEMBER 16, 2019

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee.

Customer Service 83

Customer Service Employee Engagement Social Media Fashion 83

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

FEBRUARY 3, 2021

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.

System 154

System Customer Service Training Training Management 154

ShepHyken

APRIL 15, 2020

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.

Sports 148

Sports Entertainment Customer Service Training Examples 148

ShepHyken

APRIL 11, 2023

When all employees understand that, the customer will most certainly have a better experience. 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.

Sports 142

Sports Customer Service Customer Service Training Customers 142

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: This is a very robust article focused on employee satisfaction. Thanks to Steven Van Belleghem for including me.

Customer Service 21

Customer Service Customer Retention Trends Airlines 21

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Leadership must recognize that service transformation is a “competitive must” and a strategic asset. by Mohamed Latib, Ph.D. . (CX

Self Service 81

Self Service Customer Service Competitive Advantage Case Study 81

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. Give them the tools, training and customer experience skills they need to thrive! Your investors The media The government.

Customer Service 99

Customer Service Strategy Culture Call Center 99

ShepHyken

APRIL 23, 2018

The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

DECEMBER 1, 2021

If you want employees to stay – by creating a destination employment opportunity – the Three N’s are a perfect way to begin.? . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post The Three N’s of Employee Fulfillment appeared first on Shep Hyken.

Healthcare 130

Healthcare Customer Service Training Leadership Feedback 130

ShepHyken

FEBRUARY 7, 2023

So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love. 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.

Customer Service Training 126

Customer Service Training Training Employee Experience Company 126

ShepHyken

SEPTEMBER 15, 2024

Values alignment between organizations and customers is becoming increasingly important. I like how Employee Engagement is listed before Customer Experience. The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.”

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

APRIL 25, 2023

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.

Insurance 108

Insurance Customer Service Training Meeting Leadership 108

Comm100

JUNE 19, 2018

Culture & Training. It’s only through paying attention to employee engagement that those cast members can be empowered to. Ernesto spoke to the importance of ensuring employees are engaged, as it’s only those employees who will deliver the best service.

Contact Center 122

Contact Center Entertainment eBook Culture 122

ShepHyken

MARCH 27, 2023

They want to do a good job for both their company and the customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken

Customer Service 22

Customer Service Customer Retention B2B Study 22

Blake Morgan

JANUARY 20, 2022

Kate is known as the “People Skills Coach” and focuses on leadership, teamwork and employee engagement. Her blog is a valuable resource for creating a customer-focused culture and preparing for future change. . He shares tips for creating amazing experiences and providing top-tier customer service. . Kate Nasser .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Storyminers

JULY 6, 2020

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job.

Customer Care 78

Customer Care Customer Service Training Training Customers 78

Retently

JULY 3, 2024

Employee Engagement Surveys: Open-Ended Questions Examples Engaging your employees and understanding their perspectives is essential for fostering a productive work environment. They also signal to employees that their opinions are valued and considered in decision-making processes.

Examples 142

Examples Feedback Survey Analysis 142

Integrity Solutions

FEBRUARY 15, 2019

And the consequences of that constant turnover can be felt in a number of ways, from hiring, onboarding, training and productivity costs to the impact on service quality and consistency. In fact, some of the things managers are doing might actually be interfering with employee engagement, retention and goal achievement.

Contact Center 77

Contact Center Training Employee Engagement Technology 77

Integrity Solutions

SEPTEMBER 2, 2021

Consider that 48% of dissatisfied customers will tell friends personally about their (bad) experience or post their negative experiences on social media. You could even start losing some of your best and brightest employees. Rationally Satisfied Customers. Link customer loyalty and employee engagement metrics.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

Bill Quiseng

FEBRUARY 15, 2016

Continually remind your team of the importance of customer service. Day One and Done customer service training is simply not enough. After onboarding, continue to reinforce that message with customer service tips and stories via email, screensaver messages, and periodic refresher customer service training.

Customer Service 60

Customer Service Customer Service Training Hotels Customer Satisfaction 60

Storyminers

JULY 6, 2020

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. Kate was named to Huffington Posts’ Top 100 Customer Service Pros, to Simplr’s list of top customer experience superstars in 2018, and to ICMI’s Top 50 Customer Experience Thought Leaders of 2017.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. For many years, there has been a stranglehold of the “Profits over People” mentality on business.

Leadership 167

Leadership Culture Loyalty Engagement 167

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Managers who hide in their offices miss their chance to lend their much-needed support to a budding service culture.

Culture 49

Culture Customer Service Company Hospitality 49

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? Do your customers feel like you care about the details? Do your customers feel like you care about their patronage?

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

Service Untitled

JUNE 2, 2011

Training: Depending on the industry, most people place value on training. Whether it is customer service training or mechanic training, most customers feel a level of comfort in knowing the people who are taking care of their needs have had the appropriate training to do so.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43