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

DECEMBER 1, 2021

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. They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer.

Healthcare 131

Healthcare Customer Service Training Leadership Feedback 131

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. What they should be doing is allocating a higher labour budget to afford more call center agents to ensure 80% of calls are answered within 20 seconds or less (this is a common call center service level agreement).

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. 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.” Follow on Twitter: @Hyken.

Self Service 82

Self Service Customer Service Competitive Advantage Case Study 82

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 25, 2023

So, are you an employee who’s willing to share your ideas with leadership? So, I encourage you to adopt and embrace the “act like an owner” mindset inside your organization.  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Insurance 109

Insurance Customer Service Training Meeting Leadership 109

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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

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

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

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. It should be reiterated in your training. Involving the CEO or senior leadership in onboarding new employees.

Culture 49

Culture Customer Service Company Hospitality 49

Up Your Service

JULY 17, 2017

achieved by applying fundamental service principles to observe. and appreciate the customer’s experience from an outside-in perspective. Fundamental service principles apply to all service situations: internal and external, and to all levels of leadership, management. and frontline service. greater value.

Leadership 75

Leadership Training Connections Measurement 75

Stella Connect

JANUARY 31, 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. Jack Lorentzen, Senior Associate, Customer Experience.

Training 40

Training Management Call Center Connections 40

Up Your Service

JANUARY 22, 2018

Leadership meeting reports, service dashboards, and starting each meeting with a positive service story are a few effective tactics. If the question: “Do our leaders really need to attend service excellence training?” Give leaders a KPI for their team’s new ideas and action plans.

Training 61

Training Culture Leadership Meeting 61

Stella Connect

FEBRUARY 20, 2018

It’s a clear, unequivocal brand promise that’s conveyed early and often, both directly and implicitly, to every member of the customer service team. Customer service is ingrained in the company culture, so much so that leadership gets regular reports on customer feedback through Trustpilot, Stella Connect , and other sources.

Contact Center 40

Contact Center Effort Score Culture Connections 40

Integrity Solutions

MARCH 3, 2020

One solution would be to devote time and energy ticking off each of these issues one by one through specific development and support from leadership. What can managers do to start reversing this trend? But that’s not exactly an efficient way to go about it, particularly considering that these are all high priority issues.

Contact Center 59

Contact Center Culture Conference Call Center 59

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. Ultimately, the success of a CX team reflects on the example set by the leadership. Read More Hide.

Customer Engagement 53

Customer Engagement Engagement Culture Customers 53