ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt.

Employee Experience 148

Employee Experience Customer Service Training Culture Consulting 148

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. Connect with Shep on LinkedIn.

Employee Experience 156

Employee Experience Insurance Culture Customer Service Training 156

ShepHyken

DECEMBER 22, 2024

BONUS Our Top Stories of 2024 by Rachael Trickey (Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology but whats been your favourite so far?

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

ShepHyken

JANUARY 7, 2025

Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience. Connect with Shep on LinkedIn.

Retail 82

Retail Video Customer Confidence Culture 82

ShepHyken

JULY 5, 2021

Something simple as a login should never create friction for your customers. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

ShepHyken

OCTOBER 10, 2023

We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employee experience (EX). Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Culture 157

Culture Customer Service Training Employee Experience Course 157

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 144

Customer Service Employee Experience Customer Service Training Strategy 144

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Employee Experience 62

Employee Experience Culture Video Customer Service Training 62

ShepHyken

MARCH 24, 2025

The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. I have added my comment about each article and would like to hear what you think too.

Customer Service 23

Customer Service CEM Fashion Employee Experience 23

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 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

NOVEMBER 20, 2019

This can lead to a better customer—and employee—experience overall. Just remember, if you need to make a change that is dramatic , take steps to ensure that it won’t end up being traumatic for your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Focused 126

Customer Focused Customer Service Training Employee Experience Customer Experience 126

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 114

Customer Journeys Customer Service B2C Ecommerce 114

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

Lumoa

NOVEMBER 17, 2022

“Make sure you have a customer support team to interact with dissatisfied customers and make things right. Your customers will feel valued and trust your brand.”. Training Employees to Improve CX. Improving employee experience (EX) training is a powerful tool for strengthening CX in 2023.

e-support 195

e-support Customer Experience Social Media Chatbots 195

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

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

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

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

Customer Service 19

Customer Service Infographics Employee Experience Customer Service Strategies 19

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 Customer Experience 158

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 97

Customer Service Employee Experience Touchpoint Customer Centricity 97

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 135

Self Service Customer Service Customer Journeys B2B 135

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Customer Service Training 117

Customer Service Training User Experience Employee Experience Customer Experience 117

ShepHyken

OCTOBER 22, 2021

Harnessing your people in a way that makes them care about what you do as an organization will pay dividends far beyond anything else in customer experience. Empower your team to make decisions to serve your customers and reward them for being creative, prompt, empathetic, and mindful. Continue to Evolve.

Tips 153

Tips Customer Experience Management Return on Investment 153

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

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

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 109

Customer Service Contact Center Customer Retention Poor Customer Service 109

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

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 90

Customer Service Conference Employee Experience Customer Service Training 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

Bill Quiseng

NOVEMBER 22, 2023

Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” For starters, customer experience or CX is about the customers’ emotional value of their experiences.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Care 97

ShepHyken

JANUARY 6, 2020

It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. My Comment: This article takes a look at the complicated process many customer-facing front-liners deal with. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Contact Center Customer Journeys Employee Experience 80

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

FEBRUARY 20, 2018

Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. Are your employees properly equipped? . . ? <span What tools do employees need to offer great customer service?

Social Media 87

Social Media Call Center Customer Service Training Training 87

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. This is an excellent article that breaks down the way leadership has managed the Boeing crisis.

Customer Service 117

Customer Service Survey Case Study Training 117

ShepHyken

SEPTEMBER 30, 2024

Empowering your team drives better customer outcomes and business success. My Comment: While tomorrow is CX Day, next week (the first full week of October) is Customer Service Week. The author of this article shares ten ideas to motivate employees. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Employee Experience Customer Service Training Loyalty 85