ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Where was the acknowledgment that what had transpired had just transpired? It starts at the level of the employee experience. Acknowledge what’s being said or implied and mirror their concerns and needs back to them.

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

DECEMBER 14, 2018

Cyber security experts often state that employees are both the strongest and weakest link in cyber defense. So it is important that both technical and non-technical employees understand this risk and have the knowledge to mitigate cyber threats. Customer loyalty is built on trust. Proactive cyber security.

Customer Experience 259

Customer Experience Government Coaching Customer retention 259

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. What company or organization comes to mind? What about the service experience was extraordinary? The third star fell.

Consulting 279

Consulting Consulting Sales Marketing 279

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Many relate to customer service actions that are reminders of what we already know (but we occasionally forget). Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. Limited employee expertise. No question.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

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 286

Customer Experience Personalization Customer Service Marketing 286

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

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

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. What actions should a company take at an internal level? What actions should a company take at an internal level? Complaints are opportunities to show how good you can be. Shep Hyken.

Advertising 274

Advertising B2B Employee engagement CRM 274

ShepHyken

OCTOBER 19, 2018

There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. It’s not only showing the right content on the web or via email but can decide if these are even the appropriate channels to engage with a customer at any given time. Introduction: AI in CX. _.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

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 208

Surveys Feedback Customer Service Management 208

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? 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.

Airlines 205

Airlines Morale Benchmark Marketing 205

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

DECEMBER 13, 2019

Know the difference between what you need and what you want, and know your bottom line. What will happen if unforeseen costs are encountered? Once seen as a competitive advantage, CX is now evolving into a survival imperative that is especially applicable in the demanding world of telecoms. Potential risks and liabilities.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. What you need: ? What you’ll need: ? Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. Hugh Beaulac, ? MC2 Bid4Papers ?. improve team cohesion ?.

Personalization 219

Personalization Customer Service Marketing Sales 219

LiveChat

OCTOBER 28, 2016

However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they work. Find out how to reach that kind of employer-employee relationship and learn how to stimulate employee engagement. Why you should bother?

Employee engagement 69

Employee engagement Surveys Metrics Personalization 69

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

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

MARCH 10, 2024

I have added my comments about each article and would like to hear what you think too. 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.

Customer Service 194

Customer Service Airlines Self service Customer Experience 194

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. What fascinates me is the high relatability factor of the myths they present. I am a big advocate of the policies and procedures myth! Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

CCNG

FEBRUARY 21, 2024

The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. In this blog, we will explore how GenAI can revolution service and support for your organization. From a customer’s point of view, chatting with an LLM is identical to chatting with a support agent.

Technology 195

Technology Customer Service Virtual Agent Self service 195

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. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

FEBRUARY 6, 2023

What is Customer Experience in the Financial Industry? What is Customer Experience in the Financial Industry? And this is because of two main reasons: You will know what customers want and address their needs. You will know what competitors are doing, and you can use them as a benchmark to grow your business.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

JUNE 29, 2018

Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. 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. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

MARCH 2, 2018

It’s what Baby Boomers and Generation Xers want as well, so we can safely assume that shoppers of all ages want to feel special when they cross the threshold of a luxury goods store. Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack.

Sales 198

Sales Employee engagement Technology Customer Experience 198

ShepHyken

JANUARY 5, 2018

Not enough training: Good customer service starts with the employees. No matter what the issue is, it is important to have customer support in as many channels as possible. No multi-channel support: This goes back to knowing your customers and what they like. – Shep Hyken. Remember that personal is memorable.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

Steve DiGioia

MAY 15, 2017

You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. It will increase your reader engagement”. It keeps readers on your blog longer, you should add one”.

Chatbots 138

Chatbots Technology Customer Service 138

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. Other times it has to do with what the company incentivizes.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Comm100

JUNE 15, 2022

What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve? One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. You may even face opposition to some ?of

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

NOVEMBER 2, 2018

However, what people don’t realize is that it’s not only easy to start building a chatbot, but it has become a necessity for those who wish to maintain growth in a company. In retail, it’s the equivalent of having a merchandiser speaking with a customer and ensuring that they are getting what they need out of them. Uses of Chatbots.

Chatbots 222

Chatbots Personalization Healthcare Government 222

ShepHyken

SEPTEMBER 29, 2017

What is the goal of the experience? Paint a clear picture of what you want the outcome of your experience to be. What are the key interactions that need to be managed? This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. Don’t take anything for granted.

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. 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. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

AUGUST 1, 2019

Once you know where you are emotionally speaking, you can choose what to do or say next. (In In my case, I might need a moment as I will be frantically scanning my memory banks to see if I can remember what I forgot and why she is vexed with me this time.)You A customer-facing employee must first evaluate how customers feel.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. What is the total customer experience? We can learn from the experience, adapt our service levels accordingly, even improve our product from what we learn.? .

Customer Experience 181

Customer Experience Customer centricity Sales Marketing 181

ShepHyken

JANUARY 18, 2021

I have added my comment about each article and would like to hear what you think too. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? by Tracey Ruff.

Customer Service 316

Customer Service B2B Journey mapping Chatbots 316

ShepHyken

APRIL 11, 2022

I have added my comment about each article and would like to hear what you think too. What happens when the discounts are so big that a company loses money? My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Or, do they?

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162