Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Michael Lowenstein, Ph.D.,

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. So, What is a Five-Star Experience? A five-star experience is often noted as ‘luxury’ or ‘expensive’. Here are five tips to create a five-star experience! Be Anticipatory.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! Did it delivery legendary customer experience? The post Guest Blog: “Good” vs. “Great” appeared first on Shep Hyken.

Enterprise 299

Enterprise Coaching Personalization Customer Experience 299

Nicereply

SEPTEMBER 8, 2022

What is an employee experience and why does it matter? Whatever industry you are in, delivering outstanding customer experience is most probably one of the major goals of your business. In fact, according to the Deloitte survey , 84% of executives rate employee experience as important. What is Employee Experience?

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Something that a lot of people ignore is the fact that your customers associate your company with the kind of treatment they get from the customer support employees. The importance of first impressions.

Customer Service 275

Customer Service Customer Support Personalization Management 275

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Employees are only as productive as the available tools allow them to be. Ask for feedback.

Customer Service 378

Customer Service Morale Sales Coaching 378

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. I try to do that myself in this blog from time to time too. But what about serving employees?

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Shep Hyken .

Customer emotions 316

Customer emotions Management Banking Personalization 316

ShepHyken

OCTOBER 4, 2019

Customers, employees, lead generation, or profit. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. Develops A Delightful Customer Experience. When businesses actively attend to their customers’ queries, they promise a delightful customer experience.

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement 265

Employee engagement Education Analytics Technology 265

Concentrix

MARCH 22, 2024

In this recap of our latest Born Digital episode, we explore how implementing AI is reshaping the customer and employee experience.

Enterprise 62

Enterprise 62

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans. That’s what we all fear.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. I could write a book just about my Trader Joe’s customer experience! You can read more about return experiences and lessons about DoingCXRight.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. And I’m quite certain that my experience was not unique. We experience these at the L.L. It starts at the level of the employee experience. Wasn’t it clear to her that she could not, in fact, help me?

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience? Understand your audience profile.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

FEBRUARY 1, 2019

Shep Hyken believes customer centricity must start on the inside, with your employees. Customer service is everyone’s job— from sales reps, finance, IT, operations, to management— and the more employees buy into it, the more they will exceed in providing higher quality service. – Imagine the desired customer experience.

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Cyber security experts often state that employees are both the strongest and weakest link in cyber defense. Customer loyalty is built on trust.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

ProProfs Blog

SEPTEMBER 17, 2021

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Your staff can deliver a more personalized experience when they have more information about who they’re serving. It’s easy for them to use.

Sales 220

Sales Personalization Feedback Management 220

ShepHyken

NOVEMBER 23, 2018

chat is faster than email), training (a knowledgeable employee can respond without research or escalation), and empowerment (an empowered employee can bend the rules to quickly resolve corner case issues). Reduce effort for the customers, on the other hand, and you’ll go far in improving the customer experience.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

JUNE 7, 2019

There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

FEBRUARY 2, 2018

Her review represents a positive experience that has since gained national attention. This tip may have been the first thing you learned in any interaction with a customer or coworker, but a positive experience begins with the basics. Providing a memorable customer service experience is rarely just a one-and-done occurrence.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. Kaleidoscope service, I like it! Shep Hyken.

Customer advocacy 172

Customer advocacy Customer retention Customer Service Customer Experience 172

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. More importantly, companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue. (?

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience? Ask the Experts: How AI is Impacting CX? _.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. The post Guest Blog: Becoming a Blockbuster? Was this a typical Friday event for you and your family?

Consulting 197

Consulting Consulting Marketing Customer Experience 197

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. Having one can give your employees clear direction. Employees at these companies are absolutely obsessed with customer service. Step 2: Empower Your Employees. Shep Hyken.

Consulting 234

Consulting Consulting Customer Service 234

Cisco - Contact Center

JUNE 29, 2023

But that kind of… Read more on Cisco Blogs For a long time, sustainable business practices were considered a zero-sum game. A company could do its part to help the environment, but only at a significant cost to the business.

74

74

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206