Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

ShepHyken

MARCH 24, 2025

My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. Connect with Shep on LinkedIn.

Article 75

Article 2025 Customer Service Healthcare 75

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Customer Bliss

DECEMBER 4, 2018

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: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Download 185

Download Chief Customer Officer Workshop Books 185

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Books 79

Books Social Media 2006 Blog 79

ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Connect with Shep on LinkedIn. Avrins is one of the best.

2024 82

2024 Article 2025 Workshop 82

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. They did a great job. Consider this gem: Wow.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. A key opportunity for companies to become stronger, more trusted, and more viable to customers is creation of branded experiences.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Further, there is no specific connection to the emotional drivers of employee experience.

Engagement 145

Engagement White Paper 2015 Consulting 145

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 101

Chief Customer Officer Telecommunications Employee Experience Books 101

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. They connect it there for all to see. The post Improving Your CX One Employee at a Time appeared first on.

CEM 148

CEM Reference Employee Experience Books 148

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

2023 207

2023 Customer Service Contact Center Customer Centricity 207

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Michelli is well-known for his books about companies such as Airbnb, Mercedes-Benz, Ritz Carlton, Starbucks, and Zappos. Build Connections.

Employee Experience 71

Employee Experience Customer Experience Books Leadership 71

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Customer Bliss

MAY 7, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that when someone connects with the humans of your company, that the contact is meaningful.

Chief Customer Officer 178

Chief Customer Officer Books Call Center 2018 178

Beyond Philosophy

OCTOBER 20, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Developing happy and pleased employees has a four-part formula: 1.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Consequently, you are disappointed when employees and clients do not know what to do with the information you present.

Connections 66

Connections Engagement Workshop Presentation 66

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

SEPTEMBER 11, 2014

In my experience, banks don’t ever put the customer first. We talk a lot about the emotional side of the experience and how important it is to evoke the right ones for your customers. It is important that your employee experience evokes the right emotions also. Blogs Employee Experience'

Banking 138

Banking Culture CEM 2003 138

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. View our books on Customer Experience here. If you would like to follow Beyond Philosophy click here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

ShepHyken

MARCH 10, 2025

This year, the Entrepreneurs Organization reached out to its membership and asked them how they recognize and appreciate their employees. Remember, a good customer experience (CX) starts with a good employee experience (EX). Connect with Shep on LinkedIn. Getting Ghosted? Is that a bad thing?

2025 71

2025 Article Loyalty Programs Customer Service 71

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Developing happy and pleased employees has a four-part formula: 1.

Social Media 92

Social Media Customer Centricity Books Culture 92

Experience Investigators by 360Connext

APRIL 28, 2017

They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. In my book, “ Would You Do That To Your Mother ?”, CX @SATairport Click To Tweet.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 60

Employee Experience Culture Customer Centricity Engagement 60

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Connect with Nate on his platforms: Linkedin. the differences between introverts and extroverts in building connections.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

Customer Bliss

JUNE 28, 2018

To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. Employees are guided to “connect first, then decide how to act.”

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. The chapter’s title is Sweep Like Beethoven Plays Piano.

Hotels 158

Hotels Workshop Customer Service Training Books 158

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Book: Switch – Chip Heath.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

CloudCherry

DECEMBER 1, 2018

To drive member loyalty, it’s important to focus on the in-branch experience, in particular; Delivering a personal touch: Ensure tellers call every member by their name, remember past visits and context. Anything they can do to deliver a more personal experience will build a stronger connection between member and branch.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225