ShepHyken

DECEMBER 18, 2023

” “Your values and mission should not just be words on paper. We ask our associates how we are doing in helping them excel at their jobs. ” “As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.”

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

ShepHyken

JANUARY 5, 2022

I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. Warmest regards, Rachel & Harper.

Personalization 434

Personalization Customer Experience Customer Service Sales 434

Beyond Philosophy

OCTOBER 30, 2021

Lucky for her, she listens to our podcast and took advantage of our “Help! ” segment for our advice on what to do. Here are some key moments from the discussion: 02:54 We read Rachel’s email about how her boss does not use the organization’s mission and values in his decision making and she wants him to.

Consulting 170

Consulting Consulting Customer Experience Metrics 170

Beyond Philosophy

NOVEMBER 4, 2021

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. Our listener Rachel wrote in because she thinks the values and mission statement are not guiding enough of the decision making in her organization.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

ShepHyken

NOVEMBER 7, 2023

The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Alignment: Your mission, vision and values statements are the foundation of what you and your company stand for. A good customer experience creates trust. Are they in alignment with your customers’ expectations?

Customer Service 235

Customer Service Customer Experience 235

Customer Service Life

JANUARY 31, 2024

A well-designed contact center QA process looks at your company’s mission and sets a standard for how agents can achieve the mission during every customer interaction. This clear and concise standard is critical to achieving our mission. At our company, we call these one-on-ones.

Contact Center 83

Contact Center outsourcing Management Feedback 83

Steve DiGioia

MAY 5, 2022

What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business? The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. How can we attract more millennials, what’s important to them? Their Motto.

Customer Service 204

Customer Service Personalization Technology 204

ShepHyken

JULY 26, 2022

.” “In amazing businesses, the most important thing to think about is our people. ” About: Deon Nicholas is the CEO and Co-Founder of Forethought , the AI company whose mission is to transform customer experiences with human-centered AI. Double down on your people, and you will see the dividends and the returns.”

Real estate 347

Real estate Self service Customer Service Technology 347

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It was then that we slammed our collective fists on the table and said, “There must be a better way!” ” Then, an application called UpStart was born.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

SmartAction

JANUARY 11, 2024

This significant development underscores the company’s renewed commitment to its mission, vision, and values, alongside a groundbreaking leap in technology upgrades aimed at revolutionizing customer experience. “Our brand refresh and the launch of the NOVA platform mark a new chapter in SmartAction’s story.

Virtual Agent 85

Virtual Agent Customer Service Call flow Self service 85

Steve DiGioia

SEPTEMBER 24, 2020

The boss just passes us a portion of the money that’s spent by our customers. He signs our paycheck, yes, but it’s drawn on the “bank of the customer”. Keeping this customer service fact #1 in mind each day keeps us centered on our mission to serve. Learn it, believe it, and appreciate it. Face it, this is reality.

Customer Service 310

Customer Service Banking Sales Personalization 310

Cyara

DECEMBER 5, 2023

The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle.

Chatbots 76

Chatbots Marketing Customer Service 76

ShepHyken

MARCH 30, 2021

Our teams are full of talent that we can use if we invite them to collaborate. When interviewing a potential employee, read your company’s mission statement aloud and watch the candidate’s reaction to test whether that candidate truly aligns with your company culture. Share your business mission and vision with your team.

Advertising 347

Advertising Marketing Feedback Customer Experience 347

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. When senior management comes up with these lofty mission statements, they mean well.

Morale 324

Morale Consulting Consulting Employee engagement 324

ShepHyken

NOVEMBER 1, 2021

CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Customer Service 190

Customer Service B2B B2C Personalization 190

ShepHyken

OCTOBER 2, 2023

We ensure our employees do fulfilling work, provide great growth opportunities, and build a community.” They want to be a part of a mission. .” “Paying above the market is certainly something that we do. But that doesn’t get the job done entirely. They want to be part of a goal.

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

SmartAction

DECEMBER 12, 2023

Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.

industry standards 76

industry standards Customer Service Automotive Virtual Agent 76

Contact Center Pipeline

AUGUST 11, 2021

In a nutshell, their mission is to make our contact center employees experts faster. I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. They are passionate about making information not only easy to create and share, but also quick and simple to […].

Contact Center 147

Contact Center Call Center Technology Management 147

ShepHyken

NOVEMBER 22, 2021

(TotalRetail) Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. My Comment: Here’s a nice bonus from our friends at Tidio.net.

Customer Service 207

Customer Service Customer Experience Surveys Management 207

360Connext

JANUARY 5, 2022

You understood your Customer Experience Mission and created a statement to share throughout the organization. . This mission is WHY you do what you do. Related Resources: [Guide] CX Mission Statement Workbook. Article] Why a CX Mission Statement Matters — And How to Create One. ?.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. Those words took on a different meaning depending on what the mission was for the day. The point is we all share a story. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Customer Service 346

Customer Service Coaching 346

ChurnZero

JUNE 7, 2022

While this is more understandable for the “stranger on the street” scenario, it’s far less understandable for our organizational colleagues in different departments. . Tie the Customer Success mission into the corporate mission. Use your mission statement to your advantage. And yet, this too is often the case.

Education 98

Education Best practices Metrics Sales 98

Outsource Consultants

APRIL 4, 2024

“This achievement is a direct result of the dedication and hard work of our exceptional team, our loyal clients, and our valued BPO partners. We are grateful for their contributions to our continued success.” We simplify the outsource call center search process for our clients, and we’ll do it at NO COST!

Consulting 67

Consulting Consulting outsourcing Call Center 67

ChurnZero

MAY 4, 2023

Tips for building an online customer community At ChurnZero, we take pride in following our own CS advice. So, last fall, we made the decision to overhaul our online customer community. As the customer enablement team lead, I oversaw this initiative alongside our community manager, Branden Maue.

SaaS 98

SaaS Best practices Gamification Feedback 98

AWS Machine Learning

DECEMBER 18, 2023

Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. His team’s mission is to help organizations put their data to work with a complete, end-to-end data solution to store, access, analyze, and visualize, and predict.

Government 126

Government Engineering Analytics Technology 126

Momentum Telecom

AUGUST 22, 2023

Today, Momentum and Asset Black unite, merging our strengths and teams into a powerful force for innovation and success,” said Todd Zittrouer, CEO at Momentum. This strategic acquisition opens the combined companies to remarkable opportunities and reinforces our commitment to growth.” -based managed network provider.

Customer centricity 98

Customer centricity Sales Management 98

Education Services Group

FEBRUARY 26, 2023

We are energetic about our work. Often, our counterparts in other departments, like Marketing, Sales, and Product, don’t have a clear idea of what Customer Success actually is, or worse, they do have an idea but it’s wrong. The mission of Customer Success has always been to retain customers and grow the customer base over time.

Education 97

Education Sales Management Marketing 97

Momentum Telecom

JANUARY 9, 2024

This acquisition is a significant milestone for us as it not only expands our global reach while enhancing our capabilities to provide unparalleled services to our customers,” said Todd Zittrouer, CEO of Momentum. “We are happy to join forces with Momentum to enhance our global outreach and better serve customers.

Management 116

Management Customer centricity Enterprise Service level 116

Momentum Telecom

OCTOBER 10, 2023

“This acquisition aligns perfectly with our vision of enabling businesses to thrive by communicating and collaborating more effectively. Our team is thrilled to join Momentum and continue our mission of delivering cutting-edge voice-enabled Microsoft Teams and collaboration solutions,” said Rick Coma, CEO of G12 Communications. “Our

Technology 98

Technology Management Marketing 98

TechSee

JUNE 1, 2023

Device support for me is making sure our recipients feel supported and we’re here for them to ensure their equipment is properly working. I feel particularly connected to this mission on longer calls – as helping the recipient feel comfortable is essential then. Our recipients’ hearing is important to us and them.

Technology 207

Technology Customer Service Customer Support Contact Center 207

Outsource Consultants

MARCH 28, 2023

We are so grateful for our dedicated team, loyal clients and BPO partners who have all contributed to our success.” With our team’s over 150 combined years of call center industry experience, we are uniquely positioned to initiate long-lasting partnerships between our clients and BPO providers.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Customer Service Life

OCTOBER 28, 2023

And if that’s how we’re going to use the question — to force an end to our customer interactions — we’ve lost sight of the true meaning of the question. Our goal is to give customers the information we believe they’ll need so they won’t have to respond or call back unless absolutely necessary. Can we please end this call now?”

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Steve DiGioia

OCTOBER 8, 2018

I was standing outside our hotel restaurant one evening and noticed a middle-aged couple walking out of the restaurant. As an experienced hospitality professional, I just had to speak with this couple and find a way to turn their experience around and rekindle their loyalty to our company. My mission was to win back an upset customer.

Personalization 222

Personalization Customer Service 222

BlueOcean

APRIL 16, 2024

Blue Ocean thanks the Stevie organization for this honor and for recognizing the mission-critical work of our team. “We It is absolutely a reflection of the passion, integrity, and hard work of our team as we seek to transform the reality of customer care.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Cisco - Contact Center

JUNE 27, 2023

It is our mission to get you from where you are today to where you want to be tomorrow. We’re obsessed with your success at Cisco Customer Experience (CX). Recently, at Cisco Live 2023, I celebrated s… Read more on Cisco Blogs

Customer Experience 67

Customer Experience 67

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. When we create a positive work environment, we put our people in the right “space” to do their best and most fulfilling work.”. U: What words of wisdom do you have for a growing workforce like ours?

Customer centricity 98

Customer centricity Marketing Technology Personalization 98

Toister Performance Solutions

JUNE 17, 2021

Employees are often confused about mission, vision, and value statements. They’ve also come up while training thousands of employees on mission, vision, and values. They’ve also come up while training thousands of employees on mission, vision, and values. What are a company’s mission, vision, and values? Compassion.

Transportation 71

Transportation Airlines Accountability Customer Service 71