ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Beyond its retail business is a commitment to giving back by serving employees, customers, and communities. Some people have told me they love the cartoons and dont read the articles.

2024 79

2024 Article 2025 Workshop 79

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

MARCH 24, 2025

Heres How by Rhys Fisher (CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades. Connect with Shep on LinkedIn.

Article 73

Article 2025 Customer Service Healthcare 73

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 Workshop Culture Insurance 195

ShepHyken

NOVEMBER 20, 2020

Make it step-by-step to include every communication touchpoint. 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.

Customer Service 148

Customer Service Net Promoter Score Workshop Document 148

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 2024 52

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. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. It’s just as important to your culture to communicate about this mission in an ongoing way.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

One Millimeter Mindset

APRIL 28, 2020

Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. How do you create virtual employee experiences and client experiences? You clearly communicate your professional story, whether you are consciously aware you are storytelling, or not.

Workshop 89

Workshop Presentation Communication Leadership 89

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients. One millimeter at a time.

Workshop 113

Workshop 2020 Presentation Communication 113

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. People are craving experiences or services through programs that actually make a difference. That means communicating with integrity, openness, and honesty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

SEPTEMBER 3, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Babette Ten Haken translates across unprofitable and unproductive communication and collaboration disconnects between the business-operations continuum. Planning your next team, corporate or association meeting? Contact me here.

Workshop 118

Workshop Leadership Innovation Presentation 118

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

One Millimeter Mindset

APRIL 8, 2019

That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization. Hands down. Contact her here.

Presentation 75

Presentation Workshop Communication Download 75

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Leadership 2020 Presentation 89

Retently

OCTOBER 28, 2024

Stay Interviews Questions: Uncovering What Really Matters Stay interviews are a great opportunity to understand what fuels your employees’ best work, what hurdles are slowing them down, and what might be nudging them toward the door. Sometimes, it’s about giving them the right resources or simply adjusting your communication approach.

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. Connect with Shep on LinkedIn.

Article 85

Article Customer Service Loyalty Programs 2024 85

One Millimeter Mindset

MAY 28, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Entertainment Leadership Presentation 89

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Engage me to break down communication barriers. Her playbook of communication hacks, Do YOU Mean Business?

Workshop 70

Workshop Communication Download Employee Experience 70

One Millimeter Mindset

JUNE 11, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops, or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Presentation Communication Management 89

One Millimeter Mindset

DECEMBER 8, 2020

Together with professionals like you, I translate across communication and collaboration disconnects separating people and professional disciplines. I specialize in professional innovation, cross-functional leadership and client retention.

2021 114

2021 Innovation Workshop Leadership 114

One Millimeter Mindset

MARCH 27, 2019

In my Storytelling for STEM Professionals and Left Brain Thinkers workshops, we break down communication barriers between functional silos. In my experience working with clients, there is no better way to catalyze cross-functional and cross- educational communication than by co-creating stories, together.

Workshop 14

Workshop Sales Customer Retention Download 14

One Millimeter Mindset

SEPTEMBER 17, 2020

Rather than determining what voice is mission-critical on this particular team to foster successful communication and collaboration. So once again, the important ideas you communicate are diluted by the total volume of perceived noise you make during meetings. And consequently, the voice you become known for actually turns people off.

Workshop 105

Workshop Leadership Communication Presentation 105

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Together with professionals like you, I translate across communication and collaboration disconnects separating people and professional disciplines. Next, we conduct the forensic portion of this exercise.

Workshop 87

Workshop Innovation Leadership Definition 87

One Millimeter Mindset

SEPTEMBER 11, 2019

Are you intentionally, or unintentionally, erecting communication barriers? And, create an employee experience, an audience experience. Finally, ponder the impact of your unaligned professional priorities on the client experiences you create when communicating with these decision makers. Think about it.

Presentation 71

Presentation Workshop Download Employee Experience 71

One Millimeter Mindset

JUNE 2, 2020

Contact me here to discover and discuss how I can best serve you with my keynotes, breakout sessions and workshops. Tell the Stories Employees and Clients really need to Hear. I’d love to bring that timely and relevant keynote, breakout session, workshop to your next team, organization, or conference table. Build trust.

Workshop 80

Workshop Presentation Communication Innovation 80

One Millimeter Mindset

SEPTEMBER 8, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 82

Workshop Events Presentation Communication 82

One Millimeter Mindset

DECEMBER 9, 2019

After all, people have told each other stories ever since they learned to communicate with one other. Rather these stories showcase how you communicate and collaborate productively, profitably and purposefully outside of your professional discipline. Telling your story impacts employee experience and client experience.

Workshop 66

Workshop Employee Experience Communication Presentation 66

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Her playbook of communication hacks, Do YOU Mean Business? Which is exactly what these clients want.

Workshop 74

Workshop Download Employee Experience Blog 74

One Millimeter Mindset

MARCH 18, 2019

I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do. Her playbook of communication hacks, Do YOU Mean Business? Find out more right here.

Workshop 72

Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

MARCH 19, 2020

By reassessing professional relevance, you communicate and collaborate differently. My keynotes, workshops and consulting programs now are offered virtually. . Initially, this shift in how you are comfortable communicating may make you professionally uncomfortable. Our lives are disrupted, there is no denying that.

Workshop 83

Workshop Consulting Communication Books 83

One Millimeter Mindset

JULY 23, 2020

My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. Retain employees and clients. My playbook of communication tools and methods, Do YOU Mean Business?

Workshop 96

Workshop Connections Communication Customer Retention 96

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Have them to lead the workshops. This shows support and allows leaders to listen for employees’ concerns, ideas and outcomes. Don’t have leaders merely attend.

Workshop 61

Workshop Culture Leadership Employee Experience 61

ShepHyken

SEPTEMBER 15, 2024

Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training. ” That’s where CX begins: with the employee experience. Connect with Shep on LinkedIn.

Article 85

Article Loyalty Programs Customer Service 2024 85