ShepHyken

DECEMBER 31, 2024

(Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Are you ready?

Customer Experience 93

Customer Experience Metrics NPS Customer Service Training 93

ShepHyken

JULY 25, 2018

And, not only do you have to deliver on the experience, you have to stand out and be different. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Actionable Items: Host Vision Workshops: Regular sessions can help employees understand how their roles contribute to the company’s long-term vision and customer success.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. It’s ALL about keeping promises with CX. The post Promises, Promises, Promises. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. In this article, the focus on creating a better EX is by using technology.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

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 146

Employee Experience Customer Service Training Culture Consulting 146

CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. EX Initiatives This list for employee experience initiative expenses will look similar to #4.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

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 77

Customer Service Self Service Social Media Contact Center 77

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Employee Experience 155

Employee Experience Insurance Culture Customer Service Training 155

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 80

Retail Video Customer Confidence Culture 80

The DiJulius Group

JANUARY 29, 2025

Outspoken Employees Outspoken employees can be considered negative, especially when employee feedback is given outside of an employee survey. Whenever I conduct a leadership workshop around our latest book The Employee Experience Revolution, one consistent question that comes up is how to handle negative employees.

Leadership 59

Leadership Employee Experience Survey Feedback 59

InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment. Aegon threw a CwC 2nd birthday party recently with music, discussions, and games.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

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. You can’t have one without the other.

Culture 155

Culture Customer Service Training Employee Experience Course 155

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

ShepHyken

MARCH 24, 2025

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Healthcare Loyalty Video 74

ECXO

MARCH 6, 2025

Successful service design initiatives have been shown to bridge organizational silos and even improve employee experience (EX) alongside CX, because employees appreciate the clarity and purpose that comes with well-designed workflows.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

MARCH 5, 2025

Engage and train employees To excel in your VoC program, youll need a well-trained and engaged customer success team to analyze data and actively participate in the feedback process. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

The DiJulius Group

FEBRUARY 13, 2025

Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new. Read Full Article The post 191: The Hats We Wear appeared first on The DiJulius Group.

Groups 52

Groups Employee Experience Customer Experience Customer Service 52

CX Journey

APRIL 4, 2018

In the forty-minute interview , we covered a lot of territory, including: What journey maps are and why they are so powerful How journey maps differ from process maps and service blueprints - and why all are important to improving the customer experience Why it's important to consider customer emotions - and why it's important to distinguish between (..)

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

Feedbackly

APRIL 18, 2024

An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. What Is Employee Experience?

Employee Experience 52

Employee Experience Customer Experience Financial Case Study 52

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Assure your customer experience mission is defined and communicated. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

NOVEMBER 20, 2020

Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. Does your team need to develop a new skill?

Ecommerce 150

Ecommerce Training Customer Service Net Promoter Score 150

Lumoa

MAY 5, 2022

About the authors Allegro is a Norwegian Communication and Technology bureau specializing in Customer Experience strategical consulting, co-creative workshops, and experience design processes. Contact Allegro’s CX Consultant, Joanna Carr, to learn more about developing and implementing a Customer Experience strategy.

Strategy 259

Strategy Customer Experience How To Consulting 259

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? Connect with Shep on LinkedIn.

Exercises 128

Exercises Touchpoint Customer Service Training Customer Service 128

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Empowering Teams and Enhancing Tools To truly excel in customer experience (CX), strategic investments must be thoughtfully planned and executed.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

JULY 8, 2024

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

Sports 147

Sports Customer Service Training Customer Service Training 147

ShepHyken

APRIL 16, 2024

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

Hotels 157

Hotels Customer Service Training Customer Service Customer Experience 157

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

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. You must view it as the process that it is, otherwise there's no point in mapping.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

JUNE 20, 2016

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place! Need to improve your Employees Experience?

Examples 113

Examples Consulting Course Customer Experience 113

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80