ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too.

2018 19

2018 Article Customer Service Employee Experience 19

Advantage Communications

JULY 30, 2020

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

Contact Center 91

Contact Center Culture Customer Service Strategies Employee Experience 91

ShepHyken

JULY 20, 2021

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. How does process mapping improve the employee experience? What happens in the engagement layer of customer service?

2020 162

2020 Employee Experience Customer Engagement Engagement 162

West Monroe

JUNE 22, 2022

Agents are critical to the experience of the financial organization—design the job, its responsibilities, and performance management programs for retention and career growth. A better employee experience correlates with positive customer experience. The bottom line.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customer service to be an afterthought. Here are five good reasons why.

2018 83

2018 Article Customer Service Customer Service Strategies 83

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other.

Article 71

Article Customer Service 2023 Contact Center 71

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). The Opportunity: Create experiences that are so enriching that neither customers nor employees can easily walk away, regardless of dollars. You can’t have one without the other.

Workshop 157

Workshop Culture Customer Service Training Employee Experience 157

TechSee

MARCH 7, 2022

Customers who choose self-service can be demanding – and expect organizations to value their time. Key Benefits of Self Service as a Customer Service Strategy . Self-service solutions save time and resources. Employee Experience. Customer Self Service Examples.

2025 109

2025 Customer Service Representative Virtual Agent Customer Service Strategies 109

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. CX equals EX to the power of DX.”.

2019 103

2019 Technology ROI Employee Experience 103

ShepHyken

MAY 19, 2020

Customers’ expectations have now increased, driving the need for better customer service up even higher. There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume.

Customer Service Strategies 99

Customer Service Strategies Events Customer Expectations Customer Service 99

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.

2024 82

2024 Article 2025 Workshop 82

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. About Rob Markey.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Team Support

MAY 31, 2023

Chatbots are not only a benefit for customers, but they’re a great support for the customer agents you already have on staff. A recent study shows that 89% of executives agree that a satisfying employee experience leads to a better customer experience. Research shows that customers are 2.4

Customer Service 98

Customer Service 2027 Competitive Advantage Customer Service Strategies 98

ShepHyken

MAY 16, 2018

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 Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 100

Employee Experience Hotels Culture Customer Service Training 100

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A Complete Guide to Social Media Customer Service by Anna Bredava.

2019 104

2019 Article Customer Service Social Media 104

ShepHyken

DECEMBER 18, 2019

Don’t forget that customer experience starts with employee experience. Remember, what happens on the inside of the organization is felt on the outside by the customer. If you want to have a great customer experience, you must focus on your employee experience.

2020 128

2020 Customer Service White Paper Social Media 128

Think Customers

JULY 16, 2020

Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.

Contact Center 52

Contact Center Customer Service Strategies Employee Experience Webinar 52

ShepHyken

JANUARY 12, 2021

The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility. The employee experience has a huge impact on the customer experience. Employee needs will continue to change moving forward. How can I improve the employee experience?

Customer Centricity 82

Customer Centricity Return on Investment Employee Experience Leadership 82

CSM Magazine

JUNE 7, 2023

In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

Omnichannel 98

Omnichannel Customer Service E Commerce Social Media 98

ShepHyken

FEBRUARY 7, 2023

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 employee experience more than ever.

2023 127

2023 Customer Service Training Reference Employee Experience 127

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 129

Workshop Customer Service Training Touchpoint Customer Service 129

ShepHyken

NOVEMBER 20, 2020

A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. During these, you can collect suggestions, tips, and learn about issues the employees experience while working. These meetings can help to collect feedback from individual employees.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

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

JUNE 4, 2018

Furthermore, in some cases, customer service has become a commodity. However, certain levels of service can make you stand out. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Article 77

Article 2018 Customer Service Airlines 77

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. And, since we’re on the topic of building….

Culture 59

Culture Employee Experience Insurance Government 59

ShepHyken

JULY 27, 2022

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 customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Employee Experience 71

Employee Experience Culture Customer Service Training Customer Service 71

ShepHyken

MARCH 18, 2019

My Comment: It doesn’t hurt to be reminded of important trends in the customer service 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 employee experience.

2019 91

2019 Article Net Promoter Score Customer Service 91

ShepHyken

DECEMBER 8, 2020

It’s still about helping customers through their entire journey, but individual needs may have changed. Meet customers wherever they’re at and help them recover and plan for the future. Care for your employees just as well as you care for your customers. The employee experience directly affects the customer experience.

Customer Satisfaction 99

Customer Satisfaction Customer Success Employee Experience Customer Service 99

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

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.

2024 102

2024 Customer Service Workshop Customer Service Training 102

Call Experts

JANUARY 29, 2020

Our dashboards provide the data you need to guarantee a seamless customer service strategy. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

JANUARY 29, 2018

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 employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

2018 98

2018 Article Customer Service Social Media 98

Customers Rock!

MAY 5, 2011

It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies). It is also not a customer service book (but that is an important tenet).

Books 79

Books Social Media 2006 Blog 79

Playvox

FEBRUARY 13, 2023

Related Article: Why Sweaty Betty Doesn’t Sweat Quality Management Impact Of Quality Management On Customer Retention Poor experiences send customers out the door, and it’s vastly more expensive to acquire new customers than to hang on to the ones you have. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

ShepHyken

AUGUST 21, 2020

Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 195

Customer Experience Culture Government Customers 195

ShepHyken

JULY 8, 2024

I told an employee to stop complaining about her fellow employees in front of us, her customers. I couldn’t hold back. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order.

Sports 149

Sports Workshop Customer Service Training Customer Service 149