Customer Enthusiast

FEBRUARY 22, 2018

During a recent Q&A session, I was asked this question: “How do you motivate employees to go above and beyond who are complacent and content to simply go through the motions at work, do the bare minimum, and collect a paycheck?”. First of all, I don’t believe it’s possible to motivate people. People motivate themselves.

Exceptional Customer Service 45

Exceptional Customer Service Customer Service Policies Retail 45

ECXO

JULY 23, 2024

This approach is particularly effective in fostering a collaborative culture where everyone is committed to the common goal of exceptional customer service. This visionary thinking ensures that the organization not only meets current customer needs but also anticipates future trends and evolves accordingly. Here’s how: 1.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

ShepHyken

MAY 4, 2023

Clive Hanks writes about training, customer feedback, and productivity for TextExpander. Read Shep’s latest Forbes article: Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

Customer Enthusiast

JANUARY 23, 2017

The host took exception to the word “voluntary”, stating that, in his mind, it’s not voluntary – and he cited his support staff as an illustration saying that, if properly screened and trained, employees have no choice but to provide exceptional customer service. Again, what will the employee say?

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Course Retail 40

CSM Magazine

JUNE 20, 2016

In this report we look at the developments on the people side of contact centre customer service (elements such as outsourcing, the changing workforce and employee engagement) as well as the processes and technology side (data & analytics, self-service, automation, and the Voice of the Customer).

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Customer Enthusiast

NOVEMBER 18, 2014

Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery. Customer Service Employee Engagement Enthusiasm at Work!

Airlines 78

Airlines Exceptional Customer Service Exercises Employee Engagement 78

Calabrio

MARCH 22, 2025

To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development. A positive and supportive work environment can significantly boost agent morale, leading to higher productivity and exceptional customer service.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

OCTOBER 3, 2019

Embrace the new rules of employee engagement. As CX takes center stage, everyone has an important part to play and therefore the emphasis should be on giving CSRs permission to delight customers in their own way. Use autonomous self-scheduling via innovative WFM to: 1.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

ShepHyken

FEBRUARY 23, 2018

On this point, employee engagement in the company message is critical. Whatever we present to the world as a core value, we must honor and exemplify, across the board with no exceptions, and when we fall short, acknowledge that immediately. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Customer Satisfaction 93

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 93

Happy or Not

JUNE 26, 2023

Engaging your staff step-by-step To change and to improve, you need your staff to be part of driving the change. And for them to do so, you need to ensure they feel engaged. How does employee engagement affect customer satisfaction? How can employee engagement impact business performance?

Employee Engagement 36

Employee Engagement Customer Satisfaction Engagement Effort Score 36

Customer Enthusiast

MARCH 12, 2018

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Policies Feedback 40

Customer Enthusiast

SEPTEMBER 6, 2014

CVS Health reinforced its credibility with employees and customers alike by staying true to its stated purpose. I love this example because it illustrates an important point I make during my customer service presentations: Without a clearly defined purpose, there is no exceptional customer service.

Company 86

Company Retail Exceptional Customer Service Exercises 86

Michel Falcon Experience

MARCH 12, 2019

.” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management. It’s customer service. Delivering exceptional customer service. Okay, so put that in a tight phrase, just button it up.

Culture 12

Culture Employee Engagement Company Engagement 12

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 82

Hospitality Hotels Employee Engagement Exceptional Customer Service 82

Customer Enthusiast

OCTOBER 3, 2014

Some companies will spend more time and effort staging events in preparation for Customer Service Week, October 6-10, than they will spend celebrating customers and delivering exceptional customer service during the remaining 51 weeks of the year. Customer Service Employee Engagement Enthusiasm at Work!

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

Retently

AUGUST 15, 2018

To answer this question, we’ve showcased several examples of well-established brands that deliver excellent experiences, pointing out the lessons to be taken up by any business or customer service team in their endeavor to build a long-lasting relationship with their customers. Always Empower Your Employees.

Examples 88

Examples Customer Service Social Media Hotels 88

Customer Enthusiast

SEPTEMBER 8, 2017

Within this definition are seven elements that are key to consistently providing exceptional customer service: Voluntary: Exceptional customer service is predicated on a service provider’s willingness to take initiative and expend discretionary effort in the moment of choice.

Customer Service 72

Customer Service Exceptional Customer Service Poor Customer Service Retail 72

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

ShepHyken

APRIL 21, 2020

Hiring the Right Employees to Deliver Exceptional Customer Service. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Start by Being a Great Place to Work.

Exceptional Customer Service 114

Exceptional Customer Service Tips Strategy Survey 114

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics.

System 317

System Effort Score NPS Net Promoter Score 317

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 71

Hospitality Hotels Employee Engagement Exceptional Customer Service 71

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Learn how to create a customer journey map. Discover how to add value and provide exceptional customer service through each phase of the customer journey. Jeannie Walters is the CEO/Founder of Experience Investigators by 360Connext, a global Customer Experience consulting firm.

Course 35

Course Training Customer Journeys Customer Experience 35

Customer Enthusiast

JUNE 20, 2024

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t.

Exceptional Customer Service 62

Exceptional Customer Service Poor Customer Service Customer Service Employee Engagement 62

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Customer Enthusiast

AUGUST 26, 2014

Between the stimulus and the response, employees have the freedom to choose their response. The extent to which they exercise and develop the four human endowments empowers them to realize their unique potential and provide exceptional customer service, regardless of their circumstances. Don’t settle for ordinary.

Exercises 75

Exercises Culture Video Employee Engagement 75

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

Customer Enthusiast

DECEMBER 11, 2014

Managers have an opportunity to consistently elevate customer service quality by deliberately incorporating essence into function in the workplace. Doing so will produce exceptional customer service reliably, over time, rather than – as often occurs – inconsistently, here and there, by chance.

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Kustomer

OCTOBER 14, 2020

At the same time, if a customer leaves a positive review and a brand responds with a thank you, this can increase brand loyalty and turn passive consumers into promoters. Reaching out to consumers this way is proactive customer service. Create a Longstanding Program.

Customer Service Strategies 94

Customer Service Strategies Self Service Strategy Customer Service 94

Provide Support

APRIL 3, 2018

No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company. And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience.

Customer Service 51

Customer Service Management Exceptional Customer Service Employee Engagement 51

Customer Enthusiast

NOVEMBER 12, 2014

If you’ve ever observed an employee going toe-to-toe with a customer rather than making an exception or accommodating a reasonable request, then you’ve observed this paradigm in action. Customer Service Employee Engagement Enthusiasm at Work! business customer management Stephen R.

Customer Service 79

Customer Service Employee Engagement Hotels Exceptional Customer Service 79

Customer Enthusiast

SEPTEMBER 4, 2018

Both USAA and Southwest Airlines recognize that exceptional customer service doesn’t happen by chance – it happens by choice. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Industry 78

Industry Airlines Insurance Telecommunications 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

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Kustomer

SEPTEMBER 1, 2022

At the same time, if a customer leaves a positive review and a brand responds with a thank you, this can increase brand loyalty and turn passive consumers into promoters. Reaching out to consumers this way is proactive customer service. Create a Longstanding Program.

Customer Service Strategies 85

Customer Service Strategies Self Service Strategy Customer Service 85

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

TechSee

AUGUST 26, 2024

Employee Engagement: Keeping agents motivated is essential for maintaining high service standards. Embrace the future of customer service with AI, and unlock the full potential of your call center. Discover how TechSee’s advanced AI technology can help you deliver exceptional customer service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Playvox

JANUARY 25, 2024

That means contact center managers need better ways to maximize agent performance, boost employee productivity, gain operational efficiencies, reduce labor costs, and deliver an exceptional customer service experience. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77