CX Accelerator

NOVEMBER 11, 2022

Employee Experience. 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.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. Connect with Shep on LinkedIn.

Article 71

Article 2024 Customer Service Loyalty Programs 71

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. It’s ALL about keeping promises with CX. The post Promises, Promises, Promises. appeared first on CloudCherry.

B2C 186

B2C Workshop B2B Employee Experience 186

ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. Connect with Shep on LinkedIn.

Employee Experience 148

Employee Experience Workshop Customer Service Training Culture 148

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Workshop 156

Workshop Insurance Employee Experience Culture 156

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 78

Article 2024 2025 Customer Service 78

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

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

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 82

2024 Article 2025 Workshop 82

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. Connect with Shep on LinkedIn.

Workshop 157

Workshop Culture Customer Service Training Employee Experience 157

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. Aegon has taken the Connecting with Customers (CwC) roadshow to all locations and functions in the business.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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

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 149

Sports Workshop Customer Service Training Customer Service 149

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 71

2025 Article Loyalty Programs Customer Service 71

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

ShepHyken

NOVEMBER 20, 2020

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. You can connect with him on Twitter or LinkedIn.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

ShepHyken

APRIL 16, 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.

Hotels 158

Hotels Workshop Customer Service Training Books 158

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? Connect with Shep on LinkedIn.

Workshop 129

Workshop Customer Service Training Touchpoint Customer Service 129

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. Connect with Shep on LinkedIn. Omnichannel consistency is the best way to accomplish this.

Article 85

Article Customer Service 2024 Return on Investment 85

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

SEPTEMBER 30, 2024

I always say, “A good CX starts with a good EX (Employee Experience),” and that is what Customer Service Week is all about: recognizing and appreciating the employees who get customers to say, “I’ll be back!” The author of this article shares ten ideas to motivate employees. The two are connected.

2024 85

2024 Article Customer Service Definition 85

Experience Investigators by 360Connext

OCTOBER 2, 2024

It requires a strategy and solid foundation to systematically improve the customer experience. Without a centralized strategic vision and approach, customers are the ones who suffer with inconsistent experiences. These lead to higher service costs, poor employee experiences, and fewer purchases overall! Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143

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

One Millimeter Mindset

APRIL 28, 2020

And vision best allows us to connect to our environments. How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. After all, humans are hard-wired to use all of their senses to size up a situation.

Workshop 89

Workshop Presentation Communication Leadership 89

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. Today’s learning professionals are getting creative to connect and deliver to learners across their organizations. But I recommend making it your own.).

Feedback 143

Feedback Connections Engagement Interaction 143

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 85

2024 Article Customer Service Retail 85

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 102

2024 Customer Service Workshop Customer Service Training 102

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 88

Article Customer Service 2024 Customer Centricity 88

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 88

Article Customer Service Loyalty Programs 2024 88

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. Connect with Shep on LinkedIn. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day.

2024 95

2024 Customer Service Workshop Customer Service Training 95

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. Connect with Shep on LinkedIn.

Article 71

Article Customer Service 2023 Contact Center 71

ShepHyken

JULY 7, 2024

A strong EX (Employee Experience) drives a strong CX. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn. I love the second idea, which is to remove customer anxiety.

Article 85

Article Customer Service 2024 Workshop 85

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? Connect with Shep on LinkedIn.

Article 16

Article Customer Service 2023 Retail 16

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 88

2024 Article Customer Service Government 88