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Customer Service StrategiesCustomer Service TrainingEmployee Experience
Most everyone in the business world is familiar with the idea of customerexperience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employeeexperience (EX). Follow on Twitter: @Hyken.
(Heres a link to the article that featured the first Ten CustomerExperience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employeeexperiences. Anything less than a consistent experience erodes confidence and trust in the company or brand.
If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customerexperience) starts with a good EX (employeeexperience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt.
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customerexperience, you must have a good employeeexperience. Connect with Shep on LinkedIn.
We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employeeexperience (EX). Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
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 customerexperience, start with the employeeexperience. Connect with Shep on LinkedIn.
EmployeeExperienceStrategy: 3 Tips to Steal From CustomerService by Brian Westfall. My Comment: Customerservice is not just for customers. Here are three great customerservicestrategies that will work for your employees, too. Follow on Twitter: @Hyken.
Just three of a number of ways the author shares on how to lose a customer. CustomerServiceStrategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customerservice to be an afterthought. Here are five good reasons why.
Don’t forget that customerexperience starts with employeeexperience. Remember, what happens on the inside of the organization is felt on the outside by the customer. If you want to have a great customerexperience, you must focus on your employeeexperience. Follow on Twitter: @Hyken.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employeeexperience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the EmployeeExperience. It starts with how leadership wants their employees to feel about working for their company.
Total experience transformation: Five strategies for a seamless customer and employeeexperience by Ron Shamah (Fast Company) Employee and customerexperiences have an inherent overlap—one does not exist without the other. Connect with Shep on LinkedIn.
CustomerService Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customerservice decision makers and agents alike as a boon to the customer and employeeexperience. A Complete Guide to Social Media CustomerService by Anna Bredava. Follow on Twitter: @Hyken.
That doesn’t mean you can’t find ways to simplify the customerexperience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customerexperience (or employeeexperience) redundant?
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 employeeexperience is an important experience to manage.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. It’s what happens between the walls that counts! . Follow on Twitter: @Hyken.
My Comment: It doesn’t hurt to be reminded of important trends in the customerservice and CX world. While we’ve seen many of these before, I want to emphasize (and so does the article) the concept of focusing on the EX, which is the employeeexperience. Follow on Twitter: @Hyken.
Furthermore, in some cases, customerservice has become a commodity. However, certain levels of service can make you stand out. 3 Ways to Sweeten the EmployeeExperience by Kathleen Vegh . This short article shows three ways to create a better employeeexperience that sets the tone for the customerexperience.
The employeeexperience (EX) drives a better customerexperience (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.
One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customerexperience if you aren’t creating a great employeeexperience. Some companies conduct exit interviews for employees who have chosen to move on.
My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employeeexperience. You’ll find many great ideas, strategies, and tips to take your customerexperience to a higher level.
Fifty-eight percent of customers we surveyed said excellent customerservice is more important than price. A great customerexperience goes hand-in-hand with a great employeeexperience. It’s no surprise that the best customer-focused companies are also some of the best places to work.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customerexperience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In CustomerServiceTraining Programs. A customerservice culture has to be built on more than just words.
(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. Go to The Customer Focus to learn more about our customerservicetraining programs.
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employeeexperiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Kate Leggett.
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employeeexperiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Kate Leggett.
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