ShepHyken

JANUARY 4, 2021

Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your customers need and build customer loyalty. My Comment: This is the perfect “Happy New Year” article. 6 Ways to Boost CX in 2021 by Phil Britt.

Customer Service 362

Customer Service Entertainment Customer Experience Marketing 362

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. The challenge for CX programs is that you measure an intangible. Chances are, you are too.

Metrics 332

Metrics Consulting Consulting Finance 332

Beyond Philosophy

JULY 24, 2021

In other words, we have a strategy for creating successful Customer Experience teams that we know works. In this episode, we share the five rules for building successful Customer Experience teams. Click here to learn more about Professor Ryan Hamilton of Emory University. Click here to learn more. How can we help?

Customer Experience 195

Customer Experience Consulting Consulting Surveys 195

ShepHyken

JANUARY 1, 2024

My Comment: Happy New Year! In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI. Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts. Every year, the bar gets raised.

Customer Service 144

Customer Service B2C Feedback Marketing 144

ShepHyken

JULY 17, 2023

Using regression analysis, they pinpointed the five most important factors in creating a better employee experience: mutual trust, C-suite accountability, alignment of employee values and company vision, recognizing success, and seamless technology. My Comment: Have you ever wanted to ask a customer service or CX expert a question?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

FEBRUARY 28, 2022

2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Customer Experience (CX) Continues to Boom, Putting Customers First by Alon Ghelber.

Customer Service 175

Customer Service Customer Experience Personalization Sales 175

ShepHyken

AUGUST 9, 2021

The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. It is when it happens. Follow on Twitter: @Hyken.

Customer Service 362

Customer Service Benchmark Customer Experience Surveys 362

ShepHyken

NOVEMBER 6, 2023

I have a concept I refer to as the Speed To Happiness. The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity.

Customer Service 166

Customer Service Self service Surveys Contact Center 166

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. In other words, if you want to grow and create a better CX, focus on the EX (employee experience) first.

Journey mapping 271

Journey mapping B2C Customer Service B2B 271

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What AI tools Will Improve Contact Center CX? This includes your agents.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ShepHyken

JUNE 13, 2022

10 Tips for Success with Subscription Business Models by Amanda Davis. This article shares excellent examples of different subscription models and success strategies. I can confirm, based on the numbers, customer experience (CX) is getting worse. Here are my top five picks from last week. Sign Me Up! Not to worry though.

Customer Service 168

Customer Service Government Customer Experience Sales 168

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. This article looks at three ways COVID-190 changed CX, as the title suggests, forever.

Customer Service 211

Customer Service Airlines Feedback B2B 211

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

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. The answer?

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

ShepHyken

DECEMBER 13, 2021

VentureBeat) Excellent customer service is vital to the long-term success of any business. A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. And you need to understand the best way to listen and understand (and measure) the success you have with your customers.

Customer Service 194

Customer Service Call Center Customer Experience Customer Support 194

ShepHyken

SEPTEMBER 23, 2019

I’m a big fan of these CX improvements and am excited to see how they get even better in the near future. 5 Ways to Keep Happy Customers by Matt Shealy. (G2) G2) Improving customer happiness is the key to success for any business, whether you’re selling products or providing services. (G2) Then read this article.

Journey mapping 250

Journey mapping Customer Service B2B Analytics 250

ShepHyken

JULY 4, 2022

15 Metrics To Track If You Want To Keep Your Customers Happy And Loyal by Forbes Councils Member. Forbes) Having many returning customers is the goal of most successful businesses. My Comment: How do you measure customer happiness and loyalty? Go to The Customer Focus to learn more about our customer service training programs.

Journey mapping 175

Journey mapping Customer Service Customer Experience Contact Center 175

Beyond Philosophy

DECEMBER 10, 2021

Leadership is another integral part of the NPS success. Moreover, Reichheld says until you can measure something, you can’t learn and make progress. You can’t develop a common language where people agree on what constitutes successes and failures. Those that try something else fail. . The Role of Leadership in NPS.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

DECEMBER 22, 2022

One of the things I learned was when I ate, it wasn’t just because I was hungry. On this diet, LighterLife (I am not a sponsor of it or anything; it worked for me, though), I learned to think of these foods differently. Without that knowledge, you might take an approach that feeds into failure rather than success.

Consulting 195

Consulting Consulting Management Customer Experience 195

Beyond Philosophy

AUGUST 25, 2015

However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Separating the money from the review is an important first step, followed by a clear goal and measurement system for success. Improving Your CX One Employee At A Time.

Feedback 419

Feedback Customer Experience Management 419

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Their responses were insightful, specific, and encouraging, and we asked Shep if he would be happy to share them in guest post format on his website. Sonja Hild, Customer Service Expert at BSH.

Customer Service 217

Customer Service Customer centricity Self service Metrics 217

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. And, maybe to the disappointment of some who clung to the traditional in-office structure, leaders and employees are learning working from home isn’t so bad after all.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

ShepHyken

DECEMBER 10, 2018

But not all customer experience (CX) strategies are created equal. My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. What Entrepreneurs Can Learn From A Bad Customer Service Experience by Adam Mendler. (Forbes) It’s important to make that first impression count.

Customer Service 230

Customer Service Customer Experience Customer Care 230

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Here are more ways automation can impact the success of your operation. Automation can improve CX. Happy agents = happy customers.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Beyond Philosophy

MAY 24, 2017

By improving the dining experience at ballparks, baseball teams make fans happy. And these happy fans come back for more. It takes real research and insight to learn that one of the big reasons they don’t come is an emotional one – they’re tired of bad ballpark food. Have you sampled local fare at a ballpark this year?

Consulting 345

Consulting Consulting Customer Experience 345

Beyond Philosophy

DECEMBER 4, 2021

In this episode, we explore the practicalities and pitfalls of using NPS as a metric for your customer strategy success. It is a way to measure the success of the efforts you have made and, of course, how likely it is that your Customer Experience efforts will lead a customer to recommend you to their family and friends.

Consulting 150

Consulting Consulting Metrics Customer Experience 150

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations. Employee engagement strategies are only as successful as the company culture allows.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Now, this isn’t something I learned so much as I realized. Now, we enjoy a lot of success, including recognition by the Financial Times as a leading consultancy three years in a row. . There you have it.

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

JULY 16, 2019

However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches. Nobel Prize winner Richard Thaler’s and Cass Sunstein’s book Nudge: Improving Decisions About Health, Wealth, and Happiness detailed another example regarding organ donation. To learn more, click here. . In the U.S.,

Journey mapping 317

Journey mapping Consulting Consulting Banking 317

Beyond Philosophy

MAY 16, 2016

I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion. It’s so important that Thomas Jefferson wrote it into the founding fathers’ missive telling (Mad) King George off, declaring that life, liberty, and the pursuit of happiness is an inalienable right. Why is it our fault?

Consulting 0

Consulting Consulting Sales Personalization 0

Beyond Philosophy

AUGUST 16, 2018

However, many of you have asked me how we get practical with these theories and implement them into your CX. What I have learned in the past 15 years as a global Customer Experience consultant is there are fundamental questions you need to ask. How will you measure your success? If she is happy, I know how to keep it rolling.

Consulting 462

Consulting Consulting Customer Experience Customer retention 462

Beyond Philosophy

AUGUST 6, 2015

However, linking the two areas is key to having success in both. And these employees aren’t facing happy Customers either. I always say that happy Employees make happy Customers. It spreads, like a happy virus and it infects Customers. Improving your CX One Employee at a Time. Engaging Millennial Employees.

Employee engagement 414

Employee engagement Call Center Banking Management 414