ShepHyken

DECEMBER 17, 2024

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 118

Customer Service Customer Confidence Fashion Workshop 118

Experience Investigators by 360Connext

APRIL 14, 2020

Workshop virtually. Just like an in-person workshop, there are virtual whiteboards and sticky notes to create in-real-time with the group. Planning this workshop is even more important, so you can set fair expectations for everyone’s involvement and set the stage for a productive session. Click To Tweet.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

ShepHyken

JANUARY 28, 2025

Ongoing training and/or reminders are the key to a successful customer-focused culture. One is about your culture. 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. Dont confuse the two.

Loyalty Programs 93

Loyalty Programs Customer Service Training Workshop Culture 93

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Learn to use past moments to create deeper customer connections. Connect with Shep on LinkedIn.

2025 70

2025 Article Customer Service B2C 70

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.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? of customer experience. Here are 15 ideas to get you started. Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

CloudCherry

JULY 23, 2019

You’ve completed an energizing workshop and designed a powerful journey map visual. You’ll need to align systems, policies, processes and culture around the needs of customers. Ultimately, you need to connect the high-level journey to the “nuts and bolts” of how things work in your company.

Customer Journey Mapping 236

Customer Journey Mapping Customer Journey Net Promoter Score Workshop 236

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

JANUARY 7, 2025

A Company Culture of Good with Chad Jensen : What is TCC? 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. Hearing from the guy in charge of CX for a globally recognized brand is fascinating!

2024 80

2024 Article 2025 Workshop 80

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. Drive culture change. Top executives are invited to come into the space and hold meetings and workshops. New way to onboard employees.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Connect with Shep on LinkedIn.

Workshop 155

Workshop Insurance Employee Experience Culture 155

Customer Bliss

DECEMBER 13, 2016

Connect the work to profitability and revenue growth rate. Driving Cultural And Operational Change. Cross-functionally workshopped the actions. If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. They’ll deflect. Again, all important. (5)

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Cultural differences have made people skills more challenging in this global environment. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Workshop 152

Workshop Customer Service Training Government Blog 152

CSM Magazine

DECEMBER 5, 2024

What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality. This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

ShepHyken

JANUARY 26, 2025

Why You Need a Chief Experience Officer the Right One by Eric Karofsky (CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation. Connect with Shep on LinkedIn.

Article 66

Article 2025 Customer Service Loyalty Programs 66

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. This culture of active listening also empowered employees to use phrases like “it doesn’t feel like I’m being heard” when active listening wasn’t shown. Misery comparison.

Culture 214

Culture Customers Feedback Workshop 214

ShepHyken

SEPTEMBER 10, 2024

When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. 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.

Employee Experience 146

Employee Experience Workshop Customer Service Training Culture 146

ShepHyken

OCTOBER 10, 2023

If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer. Connect with Shep on LinkedIn. How do you define that value?

Workshop 155

Workshop Culture Customer Service Training Employee Experience 155

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Culture 52

Culture Healthcare Connections Interaction 52

Customer Bliss

JANUARY 10, 2019

His team focuses on how to make personal connections with the customer, using a bit of behavioral psychology to help them understand why this decision is important and ultimately helpful for them. Internally, this process is referred to as creating an EEC: an environmental, emotional connection. Make a Personal Connection.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Create training programs and professional development workshops. Don’t make the corporate brand and the personal brand compete.

Culture 86

Culture Blog Workshop Communication 86

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Culture 52

Culture Healthcare Connections Interaction 52

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Experience Investigators by 360Connext

NOVEMBER 26, 2019

But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Finding ways to recognize those superstars who served your customers is a simple but effective way to connect the dots of the actions of your employees and the customer experience. Do this more often!

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

ShepHyken

MARCH 10, 2025

As a result, employee appreciation is fast becoming the crown jewel of company culture. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

2025 70

2025 Article Loyalty Programs Customer Service 70

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. Do you trust your partners?

Download 185

Download Chief Customer Officer Workshop Books 185

Experience Investigators by 360Connext

AUGUST 4, 2020

My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Photos have certain limitations to consider, because a photo might represent a certain demographic, gender, or cultural representation that isn’t truly representative of the customer. Interview your customers.

Social Media 265

Social Media Customer Journey Customers Feedback 265

CSM Magazine

DECEMBER 2, 2024

Westcon-Comstor operates across EMEA and APAC, connecting the world’s leading IT vendors with a channel of technology resellers, systems integrators and service providers. TTEC Holdings Inc., It goes to market through two lines of business: Westcon and Comstor.

Sales 52

Sales Multi-Channel 2024 Workshop 52

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. Internal service teams and external customer facing teams working together in a culture where everyone is stepping up together. Companies Face a New Connected Mandate. Technology Sets New Benchmarks for Innovation.

Connections 67

Connections Insights Culture B2C 67

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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. But many others look to technology.

Technology 132

Technology Touchpoint Workshop Books 132

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. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 147

Sports Workshop Customer Service Training Customer Service 147

CX Accelerator

AUGUST 1, 2018

We hosted a photography workshop , and it was a huge hit. Jenny Foster a culture of mindfulness by offering daily, weekly or monthly guided meditations that you’ll do in a quiet area of the office, as a team. Sensitivity must also be applied, as physical health and mental health are directly connected.

Contact Center 182

Contact Center Workshop Culture Healthcare 182

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. ” This idea of customer-centric culture is more than an idea. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Once upon a time, there was a leader. Or maybe he was the CEO. Lead by example.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable.

Workshop 136

Workshop Social Media 2022 Article 136