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. Was this a typical Friday event for you and your family? That’s why we haven’t built a major enclosed mall since 2006.”.

Consulting 197

Consulting Consulting Marketing Customer Experience 197

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. Related: How Marriott Courtyard Turned Customer Failure into Service Recovery. Much of how we help people deliver better customer experience and service is with examples.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

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

ShepHyken

JUNE 29, 2018

Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Ensure staff receives additional training , monthly performance reviews and most of all, motivation. If your staff is lacking motivation, it is important to look at why this is happening.

Customer Service 206

Customer Service Feedback Coaching Management 206

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Contact Center 96

Contact Center Technology Personalization Management 96

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Employee Experience. Customer Journey Mapping.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

MARCH 21, 2024

First, reframing how you look at a customer complaint is essential. Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

JUNE 28, 2021

It’s interesting how the scores determine the ranking. My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?” by Joseph Michelli, Ph.D.

Customer Service 352

Customer Service Government Customer Experience Marketing 352

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

Feedback 419

Feedback Customer Experience Management 419

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Analytics 59

Analytics Contact Center Technology Personalization 59

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Beyond Philosophy

JULY 13, 2021

How organizations frame their offers influences whether customers perceive the third-party experience as part of the organization’s experience. Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Today, we will examine whether this is a good idea or not.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

NOVEMBER 10, 2015

Harvard Business Review’s blog published a post comparing the effects of our global connectivity to the delayed gratification marshmallow test from the ’60s. If distractions are the enemy of productivity, motivation is its best mate. In this series, professionals share their secrets to being more productive. Detox or Derail.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience. Don’t Underestimate the Impact of Change on Employees.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. Every department should feel the customer’s pain and know how to eliminate it. . While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. .

Customer Experience 179

Customer Experience Customer centricity Sales Marketing 179

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The first was looking at the employee experience for American workers at all levels of employment.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. How Storytelling Creates Engaged Employees.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

JANUARY 16, 2017

Mistake #2: Allowing negativity to derail your motivation. If efficiency is the destination, motivation is the train you take to get there. However, motivation can’t run when it gets derailed. What derails motivation? Let’s face it; the holiday season is well over and becoming difficult to even remember. So, we try.

Consulting 353

Consulting Consulting Customer Experience Management 353

Beyond Philosophy

MARCH 10, 2020

An FAE is a term that describes how we perceive our limitations and the motivations of others as well as how we attribute successes and failures. The FAE also explains how when we see shortcomings in others, we attribute it to some characteristic of the individual. What is an FAE? . FAEs can hurt your bottom line, too.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee engagement 410

Employee engagement Customer Experience Management 410

BlueOcean

APRIL 24, 2024

If you and your outsourced partners are serious about environmental sustainability, tracking performance in this area is key. Social Responsibility Social responsibility has a weighty impact on the retention and well-being of all employees. With this in mind, your RFP must address the topic of environmental stewardship.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. Keep reading to see a summary or download the complete report here.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Balto

JUNE 22, 2023

An engaged employee is deliberately contributing to organizational success. Imagine your contact center agents were engaged and highly motivated. Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? Autonomy is control over how work is done. Next, make sure roles are clear.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

ShepHyken

DECEMBER 8, 2017

But how do we make this transition? Employees should be trained in soft skills to better interact with the customers. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Earlier, businesses used to see contact centers as cost centers.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Source: Deloitte Millennial Survey.

Management 162

Management Customer Service Best practices Entertainment 162

Expivia

MARCH 7, 2022

When it comes to employee motivation, money isn’t always the answer. But, even well-paid employees can burn out. Psychic income may be the answer you need to keep your agents happy and motivate them to succeed. Find out what psychic income is, and how you can create it in your own company, What Is Psychic Income?

Construction 98

Construction Morale Feedback Coaching 98

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 89

Wait times Feedback CRM Surveys 89

SharpenCX

NOVEMBER 23, 2021

As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Gather insights from the following articles on how you can grow and develop. .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Anexa BPO

NOVEMBER 28, 2023

Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. However, age groups vary in how they rank motivators. While older employees rank compensation as the most important, Gen Zers rank it slightly less important than something like meaningful work and workplace flexibility.

Marketing 52

Marketing Management Personalization 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

teleopti

DECEMBER 7, 2018

Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%. A high attrition rate isn’t just bad for the employee, it’s also a huge problem for the business: It’s expensive. We know what you are thinking – 50% seems high!

Gamification 48

Gamification Service level Banking Sales 48

Blueship Call Center

OCTOBER 9, 2023

Genuine, ongoing dialogues with your employees will aid in performance improvement and boost client retention. This includes how you connect with customers, often more so than what you say. Customer care outsourcing companies should be aware that how a customer feels after their engagement with you can promote customer loyalty.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Steve DiGioia

FEBRUARY 18, 2019

Let your customer know that the item comes in different colors or sizes; you’ll never know how many uses they’re planning for your product. You can’t serve more customers without a kitchen designed for efficient service and a well-trained team motivated to do so. So, how do you overcome this? It’s Anticipatory. Click To Tweet.

Sales 212

Sales Customer Service Management 212

JustCall

MARCH 9, 2023

Gamification is known to enhance loyalty, customer engagement, and motivation. In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. How does this help? The need of the hour?

Gamification 52

Gamification Sales Morale CRM 52