InMoment XI

APRIL 18, 2022

Employees’ connection to, or disconnection from, the employer’s culture—its fairness, transparency, equity, humanity, career opportunities, communication, management trust, etc.—is Employee Advocates: Their Role as Committed Company Assets, Active Communicators, and Key Contributors to Stakeholder Value.

Article 418

Article Employee Experience Culture Connections 418

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Record these goals and communicate them with the team you’ll be working with to develop the CX Persona. Developing CX Personas: The Step Before Journey Mapping.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

APRIL 14, 2020

If you are launching a new product or communicating to a new audience, a journey map can help you provide a more seamless experience to customers who need what you offer right now. Workshop virtually. Just like an in-person workshop, there are virtual whiteboards and sticky notes to create in-real-time with the group.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? And, it’s fun!

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

CSM Magazine

FEBRUARY 4, 2025

However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. Helps create a system for addressing common communication challenges.

Healthcare 52

Healthcare Communication Workshop Culture 52

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

ShepHyken

FEBRUARY 6, 2024

The topic is communication and transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly. Next time you deliver bad news, consider this style of communication. It also falls under leadership and management.

Communication 99

Communication Magazine Airlines Workshop 99

eglobalis

SEPTEMBER 19, 2024

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. Employees need consistent, clear communication from leadership about the progress of transformation initiatives and how they align with customer-centric goals.

Customer Experience 297

Customer Experience Leadership Innovation Workshop 297

ShepHyken

OCTOBER 27, 2024

The good news is, there is: proactive communication. Proactive communication is a way to show your customers you care about them. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.” Fixing the problem before they know about it is even better.

Article 82

Article Customer Service Social Media 2024 82

Retently

OCTOBER 16, 2024

This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. Key Takeaways Email signature surveys enable effortless, real-time feedback gathering directly from daily communications, turning each email into a valuable data collection opportunity.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

dscout People Nerds

APRIL 16, 2020

Trouble communicating, distractions, and dropped calls. Here’s how you can make your next workshop as painless as possible. .

Workshop 111

Workshop Engagement Communication 111

ShepHyken

MARCH 11, 2025

What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 88

Customer Service Workshop Customer Service Training Customers 88

InteractionMetrics

NOVEMBER 21, 2024

2: Re-Read One Email for Clarity and Impact Customer communication often starts with emails. Refining written communication boosts clarity, consistency, and customer satisfaction. ” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

ShepHyken

OCTOBER 22, 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.

Customer Service 90

Customer Service Workshop Customer Service Training Customers 90

The DiJulius Group

OCTOBER 3, 2024

Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience.

Communication 98

Communication Workshop Article Brands 98

Customer Bliss

DECEMBER 16, 2014

It’s the fun times of facilitating the meetings, workshops, and accountability forums. Engagement and Communication – The most forgotten yet one of the most critical aspects of customer experience work. Leaders need to communicate the when, the why, and the how of the work.

Customer Change 204

Customer Change Metrics Workshop Customers 204

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. One of its success traits is communication. Frequent communication is one of the reasons customers have so much confidence in Amazon. . We almost always get Amazon as an answer.

Communication 78

Communication B2C Workshop B2B 78

Experience Investigators by 360Connext

MARCH 24, 2015

Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. It’s time to convince the powers that be that customers need to hear human language.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MAY 19, 2015

If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! I attended a workshop from a large organization well known for journey mapping. We all want to better comprehend why our customers behave the way they do and when they make certain choices.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

ShepHyken

FEBRUARY 23, 2025

If you have, youre one of a small percentage of people who use social media to communicate with a company or brand. Our customer service and experience research found that social media was the least used communication channel, but for those customers who use it, the right response from a company is imperative.

2025 82

2025 Article Customer Service Social Media 82

CX Accelerator

NOVEMBER 11, 2022

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. The first person we would hire would be the Head of CX.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

2024 82

2024 Article 2025 Workshop 82

Centercode

MAY 20, 2020

It also allows you to anticipate and respond to tester drop-off with additional communication measures (like reminders) and guide your testers across the finish line. The post Engagement Workshop: Tracking Your Progress with Metrics appeared first on Centercode. Examples of Frequency Metrics. Download the Tester Engagement Pocket Map.

Workshop 98

Workshop Metrics Engagement Download 98

Experience Investigators by 360Connext

NOVEMBER 26, 2019

” When customer-focused values are prioritized and communicated throughout your whole organization, you create an environment where everyone can succeed. But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Communicate in shareable ways.

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

CSM Magazine

OCTOBER 30, 2024

Communicate Clearly and Concisely Why it matters: Clear communication reduces misunderstandings and builds trust. Customize avatars to reflect brand personality: Tailor the AI avatar’s appearance and communication style to align with your company’s brand image.

Customer Service 52

Customer Service Seminar Exceptional Customer Service Workshop 52

ShepHyken

OCTOBER 20, 2024

It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. That is the epitome of successful relationship marketing.

Article 78

Article 2024 Customer Service 2025 78

ShepHyken

DECEMBER 29, 2024

The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). Connect with Shep on LinkedIn.

Article 75

Article 2025 Customer Service 2024 75

Experience Investigators by 360Connext

JULY 21, 2016

We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA!

Touchpoint 165

Touchpoint Workshop Customer Journey Consulting 165

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 75

Article 2025 Customer Service Healthcare 75

Customer Bliss

AUGUST 9, 2018

With this feedback, Daniel was determined to communicate his findings and make the customers real to everyone in the organization. . Top executives are invited to come into the space and hold meetings and workshops. Customer Room is open for a week during each quarter, anybody can come and go as they please.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

One Millimeter Mindset

MAY 21, 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.

Sales 132

Sales Workshop Culture Presentation 132

CSM Magazine

MARCH 14, 2025

Clear Communication Clear, concise communication is a vital skill for customer service excellence. Good communication includes: Avoiding technical jargon or overly complex terms. Develop communication guidelines that focus on tone, clarity, and brevity. Shifting between different communication channels (e.g.,

Customer Service 52

Customer Service Workshop Feedback Communication 52

ShepHyken

MARCH 12, 2024

Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. What are the adjectives that customers use to describe you? How would you like them to describe you?

Workshop 158

Workshop Advertising Customer Service Training Books 158

Customer Bliss

JANUARY 10, 2019

Michael and his team needed to create movement around a communication and channel strategy to keep clients. Use Education and Emotion to Communicate with the Customer. There are some tools in Inspire’s CRM that the team leverages to communicate to the customer what their individual impact has been on the environment.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

One Millimeter Mindset

OCTOBER 27, 2020

Engage me to present one of my One Millimeter Mindset Storytelling 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 117

Workshop Presentation Communication Engagement 117

ShepHyken

DECEMBER 26, 2023

Regardless of the channel, you need to be there and meet their communication expectations. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Today’s customers will reach out to you in the most convenient way. Today, they may call you.

Customer Service 164

Customer Service Workshop Customer Service Training Connections 164