ShepHyken

MARCH 24, 2025

The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. 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

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). Nine responses (mine included) shared some great ideas to consider. Getting Ghosted?

2025 70

2025 Article Loyalty Programs Customer Service 70

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

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

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. Connect with Shep on LinkedIn.

2024 83

2024 Article Customer Service Definition 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

JANUARY 6, 2020

It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. My Comment: This article takes a look at the complicated process many customer-facing front-liners deal with. What would that look like?

2020 80

2020 Article Customer Service Contact Center 80

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 30, 2024

Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” And third, focus on the EX (Employee Experience) as much as your CX. Connect with Shep on LinkedIn.

2024 83

2024 Article Customer Service Retail 83

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. There’s a third idea that’s a good one, too.

Article 83

Article Customer Service 2024 Workshop 83

ShepHyken

OCTOBER 1, 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.

2024 93

2024 Customer Service Workshop Customer Service Training 93

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

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

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

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

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 64

Article Customer Service 2023 Loyalty Programs 64

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

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. Connect with Shep on LinkedIn.

Article 70

Article Customer Service 2023 Contact Center 70

ShepHyken

AUGUST 4, 2024

My Comment: It was extremely nice of Matthew Cone, customer service director at UWEBC, to summarize an article that featured my take on an employee version of Maslow’s Hierarchy of Needs (that I refer to as the Employee Hierarchy of Needs). Connect with Shep on LinkedIn.

2024 83

2024 Article Customer Service Airlines 83

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

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate.

2023 14

2023 Article Customer Service 2009 14

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization?

Workshop 61

Workshop Culture Leadership Employee Experience 61

ShepHyken

AUGUST 14, 2023

Why Great Employee Experience Leads to Great Customer Experience by Myles Suer (CMSWire) A few weeks ago, Tiffani Bova released the The Experience Mindset. My Comment: I’ve included an article from and about Tiffani Bova’s new book, The Experience Mindset. Experience it with the video that’s included.

Article 12

Article Customer Service 2023 Customer Retention 12

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

ShepHyken

OCTOBER 16, 2023

How Do Your Customers Experience Your Company Culture? 5 Ways to Create Customer Loyalty by Jason Zickerman (Entrepreneur) Most cultural efforts are designed first and foremost to provide a positive employee experience (EX). EX design is one of the fastest-growing HR initiatives today.

Article 13

Article Customer Service 2023 Customer Centricity 13

ShepHyken

OCTOBER 29, 2023

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. Connect with Shep on LinkedIn.

Article 70

Article 2023 Customer Service Loyalty Programs 70

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

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 employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

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 employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JULY 15, 2024

In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX. Connect with Shep on LinkedIn.

Article 83

Article Customer Service 2024 Return on Investment 83