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. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken.

B2C 268

B2C B2B Customer centricity Employee engagement 268

Etech GS

FEBRUARY 24, 2020

Autocratic leadership, also known as authoritarian leadership is a type of leadership style that rarely views their employees as partners. If an organization lacks engagement, motivation or skills to reach their fullest potential, the leadership quality within the organization should be examined. The Value of Listening.

Employee engagement 52

Employee engagement Construction Coaching Management 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

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

OCTOBER 26, 2018

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. In my eyes, the hotel blew it on a number of fronts and had no desire to improve their guest experience. Stars, diamonds, and ratings don’t make an organization, people do.

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

NOVEMBER 9, 2018

While maintaining CRM data accuracy can be time-consuming, a dedicated virtual web assistant can provide your customer information is always kept up to date, making it easier to track interactions over time and improve your overall engagement strategy. Email and Phone Support. Task Management. Calendar Scheduling.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

SEPTEMBER 27, 2019

70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? More importantly, companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue. (? Engaged employees to the rescue.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

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

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Businesses always look to implement new and unconventional ideas to improve customer satisfaction, which enhances the CSAT score. A higher CSAT score indicates better customer service.

CRM 235

CRM Best practices Customer Service Metrics 235

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement? I don’t know of any exception.

Employee engagement 29

Employee engagement Customer centricity Customer Experience Contact Center 29

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. When employees get too limited by the tunnel vision of their own job descriptions and team functions, frustration often ensues. Shep Hyken. What gets in the way of ? .

Surveys 206

Surveys Feedback Customer Service Management 206

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

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. Scope of Improvement. The support platform reduces the cost of operations and increases employee engagement. Complaints are opportunities to show how good you can be. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

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

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. Games are an exciting way to improve communication skills and simultaneously ? improve team cohesion ?. Here are seven games your team can play to improve communication skills. Hugh Beaulac, ? MC2 Bid4Papers ?.

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. Goal: Improve Agent Satisfaction. They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. Task: Remove one “no” from your vocabulary. It Had Better Be!

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

JANUARY 4, 2019

For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization.

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

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. It’s a convincing conversation your customers can engage with to resolve their concern.

Technology 195

Technology Customer Service Virtual Agent Self service 195

ShepHyken

MARCH 10, 2024

Is Customer Empowerment the New Customer Engagement? by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

JUNE 29, 2018

Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Better employee incentives may need to be in place to remedy it. Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Improving customer experience goes beyond being on call 24/7 to address clients’ issues. Customers typically engage with your brand on different touchpoints. First, customers want it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Real-time agent analytics improve the ability to track agent response times and KPI’s.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 16) have a legal team that spends more than 1% of their time battling ex-employees.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JULY 6, 2018

For employees to maximize revenue per customer they must build trust with the customer, and this means providing the perfect customer experience. Most importantly, they help to build lasting habits that will improve customer experience long after the contest is over. Employees Are Actively Searching For A New Job.

Sales 179

Sales Customer Experience Upselling Management 179

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. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken. Shep Hyken.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Comm100

JUNE 15, 2022

This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. Prioritize.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

ShepHyken

SEPTEMBER 29, 2017

Are customers engaging further or pulling back? STEP #4: Improve the experience outcomes. Be creative in engaging every member of your team to share their perspectives and ideas to improve. Create a system for implementing the best ideas and making improvements. You can create incentives for the ‘idea of the day’.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

AUGUST 17, 2018

Pro tip 2: Make a note of commonly raised issues and create a strong knowledge base which can be shared with the customer and improve FCR. Read Shep’s latest Forbes Articles: Five Ways To Create Rockstar Employee Engagement. Pro tip 1: Get your team involved in a knowledge base project or set up micro-learning.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

JULY 20, 2018

This level of personalization can help improve the individual interaction with that specific customer, but it can also prove to those that read the exchange your team’s willingness to go the extra mile to provide value. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

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 where do you start getting employees to be more engaged and happier?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. times effectively engage customers on digital channels 2.9 times effectively engage customers on digital channels 2.9

Customer Experience 195

Customer Experience Self service Feedback Management 195

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. Disney has built its entire brand on engaging its customers through stories. How Storytelling Creates Engaged Employees. In the U.S.,

Entertainment 313

Entertainment Coaching Consulting Consulting 313