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?

Article 77

Article 2024 2025 Customer Service 77

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 74

Article 2025 Customer Service Healthcare 74

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.

Workshop 155

Workshop Culture Customer Service Training Employee Experience 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.

2024 80

2024 Article 2025 Workshop 80

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

2021 142

2021 Article Customer Service Employee Experience 142

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again!

Article 139

Article 2021 Customer Service Loyalty Programs 139

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

ShepHyken

APRIL 16, 2024

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

Hotels 157

Hotels Workshop Customer Service Training Books 157

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?

2025 70

2025 Article Loyalty Programs Customer Service 70

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

ShepHyken

JULY 8, 2024

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

Sports 147

Sports Workshop Customer Service Training Customer Service 147

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?

Workshop 128

Workshop Customer Service Training Touchpoint Customer Service 128

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.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

ShepHyken

JULY 15, 2024

In the current competitive marketplace, however, the key to sustainable growth and success lies in building brand loyalty through emotional connection, a connection between brand and customer that goes beyond promotional tactics. There is a difference between repeat customers and loyal customers.

Article 83

Article Customer Service 2024 Magazine 83

ShepHyken

SEPTEMBER 30, 2024

Empowering your team drives better customer outcomes and business success. My Comment: While tomorrow is CX Day, next week (the first full week of October) is Customer Service Week. The author of this article shares ten ideas to motivate employees. The two are connected. Connect with Shep on LinkedIn.

2024 83

2024 Article Customer Service Definition 83

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher.

2021 86

2021 Article Rewards Programs Customer Service 86

ShepHyken

MARCH 18, 2019

(B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc.

2019 90

2019 Article Net Promoter Score Customer Service 90

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Any organization who abides by this philosophy is rewarded with employee retention and repeat business.

Article 86

Article Customer Service 2024 Customer Centricity 86

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers.

2024 83

2024 Article Customer Service Retail 83

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Connect with Shep on LinkedIn.

2024 101

2024 Customer Service Workshop Customer Service Training 101

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Article 70

Article Customer Service 2023 Contact Center 70

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

2022 74

2022 Article Customer Service Hospitality 74

ShepHyken

AUGUST 11, 2024

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible. Connect with Shep on LinkedIn.

Article 86

Article Customer Service Loyalty Programs 2024 86

ShepHyken

JUNE 5, 2023

This article touches on some opportunities to create a better website experience, which is essential to the customer experience. Employee Experience VS Customer Experience – Which is Important in Business? What’s happening on the inside of an organization is felt on the outside by the customer.

Article 16

Article Customer Service 2023 Retail 16

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Celebrate your employees all year. Over the years, I’ve shared many more ideas about Customer Service Week. Connect with Shep on LinkedIn.

2024 93

2024 Customer Service Workshop Customer Service Training 93

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two.

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Connect with Shep on LinkedIn.

2024 86

2024 Article Customer Service Government 86

ShepHyken

JULY 7, 2024

My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. A strong EX (Employee Experience) drives a strong CX. I love the second idea, which is to remove customer anxiety. Connect with Shep on LinkedIn.

Article 83

Article Customer Service 2024 Workshop 83

ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. Connect with Shep on LinkedIn. In fact, £29.6

2024 83

2024 Article Customer Service Airlines 83

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.

Article 68

Article 2024 Customer Service 2023 68

ShepHyken

SEPTEMBER 15, 2024

The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” ” That’s where CX begins: with the employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 86

Article Loyalty Programs Customer Service 2024 86

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

2022 74

2022 Article Customer Service Loyalty 74

ShepHyken

AUGUST 24, 2020

As you read this, keep in mind, you must maintain the balance between what you do in the digital world and how you connect in the human-to-human world. LegalScoops) Here are actionable tips that can be employed to successfully maintain and grow client relationships, which results in a profitable customer base for your law firm.

Article 86

Article 2020 Customer Service Contact Center 86

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Addressing L.L.

Article 70

Article 2020 Customer Service Net Promoter Score 70

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Those non-believers? But change isn’t always bad.

2022 14

2022 Article Customer Service B2B 14

ShepHyken

SEPTEMBER 27, 2021

Frank Baum, wrote a children’s novel and not a customer-relations manual. However, there are some valuable aspects of the story that can come quite handy when it comes to connecting with customers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 20

Article 2021 Customer Service E Commerce 20

ShepHyken

JUNE 23, 2024

I love her first point: Prioritizing the customer isn’t enough! And in point number four, she reminds us that a great customer experience requires a great employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 70

Article Customer Service 2024 Loyalty Programs 70