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

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

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? You can’t deliver the same experience to every single customer and have great customer service skills.

Training 151

Training Customer Service How To Employee Engagement 151

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. I have added my comment about each article and would like to hear what you think too.

Customer Service 88

Customer Service Airlines Employee Engagement Rewards Programs 88

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

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

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

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

DECEMBER 1, 2021

It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? The best employees don’t just work for a paycheck.

Healthcare 131

Healthcare Customer Service Training Leadership Feedback 131

ShepHyken

JANUARY 27, 2020

Biometrics – A new normal for customer experience by Sarah Amundsson. CustomerThink) Biometrics are transforming the way we interact and engage with our customers. My Comment: This is a very robust article focused on employee satisfaction. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski.

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 82

Self Service Customer Service Competitive Advantage Case Study 82

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

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

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

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 155

System Customer Service Training Training Management 155

Comm100

JUNE 19, 2018

If you already have a mission and vision, ensure that employees aren’t so tied up in meeting KPIs that they’re blind to long term goals. A strong vision of service which appeals to emotion helps employees to feel they are part of something worthy and important. Culture & Training.

Contact Center 124

Contact Center Entertainment eBook Culture 124

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 149

Sports Entertainment Customer Service Training Examples 149

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

Bill Quiseng

JANUARY 10, 2022

This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both.

Leadership 167

Leadership Culture Loyalty Engagement 167

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 144

Sports Customer Service Customer Service Training Customers 144

Retently

JULY 3, 2024

Instead of restricting responses to a single word or a choice among options, open-ended questions invite people to elaborate, explain, and engage more deeply. This is particularly important in customer service and feedback scenarios, where building a positive relationship with the customer can lead to greater loyalty and satisfaction.

Examples 142

Examples Feedback Survey Analysis 142

ShepHyken

MARCH 27, 2023

My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected. He shares three foundational strategies to enhance your CX and improve customer retention.

Customer Service 23

Customer Service Customer Retention B2B Study 23

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 88

Self Service Loyalty Programs Customer Service Airlines 88

ShepHyken

JUNE 4, 2018

The concepts of “delight” or “ going above-and-beyond” are reserved for specific opportunities, such as a special occasion or a service failure. Most of the time, service should be friendly and engaging. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . My Comment: Happier employees mean happier customers.

Customer Service 77

Customer Service Airlines CRM Social Media 77

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 127

Customer Service Training Training Employee Experience Company 127

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. You could even start losing some of your best and brightest employees. McKinsey & Co.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Joseph Michelli .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. You’re listening to the Customer Service Secrets Podcast by Kustomer. TRANSCRIPT.

Customer Engagement 53

Customer Engagement Engagement Culture Customers 53

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

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 109

Insurance Customer Service Training Meeting Leadership 109

Bill Quiseng

JUNE 19, 2024

With your support and encouragement, inspire and empower them to develop themselves and engage customers. When you create a GREAT experience for your people, they will do the same for your customers, and you will earn the loyalty of both.

Training 109

Training Customer Care Loyalty Interaction 109

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? I’d be more inclined to engage with SweetGreen’s content if they taught me ways to be a better home chef. Yes, you do!

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

ShepHyken

JULY 27, 2022

You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Be purposeful about what makes your company a great place to work.

Employee Experience 71

Employee Experience Culture Customer Service Training Training 71