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

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! The young gentleman that took us there was chatty and engaging. Shep Hyken . And frankly, good isn’t enough. What does “good” mean?

Enterprise 299

Enterprise Coaching Personalization Customer Experience 299

ShepHyken

DECEMBER 27, 2019

The best way I can describe ‘customer service’ is by using the word transaction. Often it is the hardest for employees to execute. Customers want you to authentically engage and show interest in them. Service’ is what we do, it is a product or the transaction to receive the product. Maybe even unattainable to most organizations.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

FEBRUARY 1, 2019

Shep Hyken believes customer centricity must start on the inside, with your employees. Don’t throw all that away by implementing a piece of software that makes the employee’s job more difficult, takes longer (without any benefits) or adds no value to individual tasks. Guess what? – Imagine the desired customer experience. .

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

FEBRUARY 22, 2019

I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.” Upon opening it, I read a note from the owner of Stacy’s Pita Chips explaining how she sent a variety of FREE bags to hundreds of Stacys throughout the United States who spell their name the same way she does.

B2C 268

B2C B2B Customer centricity Employee engagement 268

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

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 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. It made me want to scream. Where was the humanity? Be present.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

JUNE 7, 2019

Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ProProfs Blog

MARCH 14, 2019

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. As the importance of understanding employee behavior increased, so did the metrics involved.

Surveys 60

Surveys Morale Employee engagement Feedback 60

ShepHyken

OCTOBER 26, 2018

Now think about a very poor experience you’ve had. Each of these fine organizations, regularly exceeds their guest or member expectations, often in some pretty amazing ways. The stars continued to fall as a few other problems arose and along the way, I was treated rudely and disrespectfully by the hotel manager. A star dropped.

Consulting 275

Consulting Consulting Sales Marketing 275

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?

Employee engagement 29

Employee engagement Customer centricity Customer Experience Contact Center 29

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

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

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. Let’s Get Acquainted With the Term Customer Experience.

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

Surveys 206

Surveys Feedback Customer Service Management 206

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. This is where the benefits of a virtual web assistant truly shine.

CRM 235

CRM Enterprise Benchmark outsourcing 235

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. The way you look at the issues can make a huge difference in resolving them. Are you marketing your product in the right way? Also, it is significant to market and sell in the right way.

Advertising 270

Advertising B2B Employee engagement CRM 270

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. (? 70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? So, have no doubt.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

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

Beyond Philosophy

JANUARY 12, 2016

Studies show that men and women have different ways of processing emotions. Feeling like a valued and engaged employee isn’t just the employer’s job. It’s important that the employee takes a close look at the culture and policies of a job before agreeing to become a part of the team. 10: The First 90 Days. I still do.

Consulting 268

Consulting Consulting Customer Experience Personalization 268

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

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

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. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Upon identifying the problematic policy, devise a way in which you can more frequently say yes. Unfortunately, idealism too often becomes the enemy of action.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

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. In this piece, we will dig deep into 10 sure-fire ways to improve CSAT scores by enhancing customer satisfaction. Customer satisfaction is at the core of your business health and growth.

CRM 235

CRM Best practices Customer Service Metrics 235

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. Games are an exciting way to improve communication skills and simultaneously ?

Personalization 215

Personalization Customer Service Marketing Sales 215

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. 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

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. Better employee incentives may need to be in place to remedy it. Social Media Engagement. . – Bill Gates.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Preparation checklist.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

JULY 6, 2018

I believe that fun and friendly contests are one of the fastest and most effective ways to motivate high performance among sales associates. Sales associates love to be challenged, and they love to be challenged in new ways. Customer experience is the most important factor in the success of a retail business. Sales revenue. Promotions.

Sales 179

Sales Customer Experience Upselling Management 179

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. The Southwest gate employee explained there was a delay due to not having a complete crew. I am a big advocate of the policies and procedures myth!

Customer Service 0

Customer Service Airlines Government Consulting 0

Comm100

FEBRUARY 6, 2023

Whether you are running a bank or credit union, offering great CX is the best way to protect your reputation. One of the best ways to ensure you stay in business and keep your CX game sharp is to follow trends. With that out of the way, here are five customer experience trends that will shape the financial industry in 2023 1.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

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

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. Data is worthless unless you have the right data and then do something with it. Shep Hyken.

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

JANUARY 5, 2018

Not enough training: Good customer service starts with the employees. If your staff is not knowledgeable about the product or are not properly trained on how to speak to it the right way, it creates customer frustration and you lose credibility as a provider of the product. – Shep Hyken.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201