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. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

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. Guess what? Disseminate it. Demonstrate it.

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

FEBRUARY 22, 2019

Whenever I am trying to find something in the store and ask employees for help, they walk me to the item I am searching for rather than sending me on my own scavenger hunt as other grocery stores do. WHAT CAN YOU DO TO SURPRISE YOUR CUSTOMERS IN MEMORABLE WAYS? I’d love to hear your examples. They provide great CX lessons!

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. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us. It starts at the level of the employee experience.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

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

JUNE 7, 2019

Consumers want to connect with your business. To understand these heightened expectations, look no further than the device in your hand. Think your business is an exception? Use every live connection as an opportunity to set the tone and communicate your value. Give your customers what they don’t even know they want.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

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

CustomerGauge

FEBRUARY 13, 2017

In any pursuit to transform customer experience, there is one important element to always consider: employee experience. Employing a customer-first focus means cross-company change at every level, including the individual employee level. The post 3 Ways to Support and Engage Your Employees appeared first on CustomerGauge.

Customer Experience 121

Customer Experience Employee engagement 121

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

Expivia

APRIL 1, 2021

Knowing how to engage employees well. To improve the performance and success of your call center, follow this simple guide on how to engage employees. What Is Employee Engagement? Employee engagement is about aligning your employees’ goals with the goals of the company.

Call Center 52

Call Center Employee engagement Average Handle Time outsourcing 52

ShepHyken

JANUARY 12, 2018

The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Your customers will thank you. Employees don’t care. Limited employee expertise.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

Expivia

MARCH 25, 2021

Knowing how to engage employees well. To improve the performance and success of your call center, follow this simple guide on how to engage employees. What Is Employee Engagement? Employee engagement is about aligning your employees’ goals with the goals of the company.

Call Center 52

Call Center Employee engagement Average Handle Time outsourcing 52

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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. The chance to shock and awe your customers will arise when they present you with a problem that needs solving. So, have no doubt.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

ShepHyken

OCTOBER 26, 2018

My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. An organization is only as good as its worst employee and their management of the customer experience – that day I got the worst of both. Think about an incredible service experience you’ve had recently.

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants can quickly get up to speed with your organizational needs and can provide many productivity and cost-saving benefits for your company. Helpware employs teams of virtual web assistants who are at your disposal and ready to streamline your customer service strategies. Customer Service.

CRM 235

CRM Enterprise Benchmark outsourcing 235

Brad Cleveland Blog

JUNE 30, 2022

The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

Employee engagement 46

Employee engagement Metrics Contact Center Customer Care 46

ShepHyken

JULY 26, 2019

We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. 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

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. According to the same poll, 8% of employees would choose a root canal. Shep Hyken.

Surveys 206

Surveys Feedback Customer Service Management 206

Beyond Philosophy

JANUARY 12, 2016

You never get a second chance to make a first impression, or to relive your first 90 days at your organization. This list can serve as a great guideline of dos and don’ts for your new job. (My It seems obvious to most of us, but bears repeating: Lying to your Customers is bad business. 10: The First 90 Days.

Consulting 268

Consulting Consulting Customer Experience Personalization 268

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault.

Airlines 204

Airlines Morale Benchmark Marketing 204

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. Pay Attention When Hiring.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. It is useful to consider customer complaints in framing your service policies. Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. For [customer support and marketing] employees, the main benefit is operational efficiency.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

NOVEMBER 30, 2018

By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. Task: Remove one “no” from your vocabulary. Do all your processes fall under the latter umbrella? Do all your processes fall under the latter umbrella? Goal: Improve Customer Loyalty.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

DECEMBER 21, 2018

Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Keep your agents happy. Honor promises.

CRM 235

CRM Best practices Customer Service Metrics 235

ShepHyken

DECEMBER 13, 2019

Know your limits. The stance your business takes on CX will determine how you approach vendor selection. This awareness is highly valuable because it informs your choice of projects; do you need to implement a program designed to prove the case for CX, or should it be a magic fix to a pressing problem? Map out your journey.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. Do not wait until you have all of your solutions lined up, neat in a row and presenting your findings to your customer. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

JANUARY 4, 2019

Building an effective onboarding module for your support team is thus critical to business growth. Regardless of this, it is important to show your customers that they are valued and that their issues are being actively fixed or monitored. Firstly, this ensures consistent training practices for all freshly recruited employees.

Customer Service 194

Customer Service Calibration Feedback Sales 194

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Here are seven games your team can play to improve communication skills.

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Contests are time-limited challenges that bring sales associates into alignment with your organization’s goals. Choose your sales contest focus.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

JUNE 29, 2018

Your most unhappy customers are your greatest source of learning. If customer service is something your company is not strong with, it is imperative that an effective strategy is employed before doing anything else. Make sure that your organization is not the ones losing money. Employee Standards.

Customer Service 206

Customer Service Feedback Coaching Management 206

CX Accelerator

NOVEMBER 7, 2023

After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 30) can't focus on employees and their well-being. Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. According to research compiled by CXINDEX , 86% of customers are willing to pay extra for a better customer experience, and 64% will recommend your brand if you offer an amazing experience.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. Is Customer Empowerment the New Customer Engagement? It’s any and every type of interaction.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. Shep Hyken. WHY IS INTERNAL CULTURE RELEVANT?

Analytics 202

Analytics Employee engagement Morale Surveys 202