Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. It can also result from toxic reasons, like bad leadership or poor communication.

Personalization 195

Personalization Management 195

ShepHyken

OCTOBER 18, 2022

How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. New York Times ?bestselling

Coaching 293

Coaching Personalization Customer Experience Customer Service 293

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Management 195

Management Feedback Customer Service Customer Experience 195

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader. It reminds me of rabbits. Check it out here. How can we help?

Consulting 222

Consulting Consulting Call Center Customer centricity 222

ShepHyken

FEBRUARY 22, 2022

Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. Every leader needs to understand their leadership style. Be clear about who you are and how you work. Stephanie is an advocate of employee empowerment and dynamic leadership. New York Times ?bestselling

Coaching 307

Coaching Personalization Customer Service Management 307

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Customer Experience 341

Customer Experience Management Customer Service 341

ShepHyken

JANUARY 29, 2024

All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. It requires alignment with the company’s values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Usually, not much. Rule #2: Be humble.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

CCNG

JANUARY 31, 2024

The knowledge management trends we are seeing are all about making a company’s collective knowledge more actionable through better retention and sharing—which ultimately provides a competitive advantage. This Isn’t About Document Management It’s not about managing a huge database of documents that workers can scour for the answers.

CCNG 195

CCNG Self service Best practices Chatbots 195

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

FEBRUARY 6, 2024

It also falls under leadership and management. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. The topic is communication and transparency.

Airlines 222

Airlines Customer Service Customer Experience Management 222

ShepHyken

NOVEMBER 25, 2020

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.

Customer Service 357

Customer Service Customer Experience Management 357

CCNG

SEPTEMBER 13, 2023

Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / investment / capabilities, lessons learned, associate engagement success. Alcon senior leadership requires a 4 x 1 work schedule with Friday being a flex day.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

SEPTEMBER 6, 2023

You may have heard about a “hidden job market”. This is especially true for higher level leadership positions (Director and up). We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. What exactly does that mean?

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

JANUARY 28, 2020

They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. It begins with companies truly caring about their people. Many businesses make the mistake of only caring about numbers. Leaders instead should care about their people, making them the number one priority.

Employee engagement 347

Employee engagement Management Customer Service 347

ShepHyken

APRIL 10, 2019

To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He learned about how to treat the company’s customers with dignity and respect. He began to lose respect for his leadership. Leadership sets the tone.

Customer Service 301

Customer Service Personalization Customer Experience 301

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

MARCH 23, 2023

I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! The concept that you will be more successful in caring about your employees is not a fad.

Management 195

Management Personalization Customer Experience Consulting 195

CCNG

OCTOBER 12, 2022

Leadership plays a big part in this. We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion. Second, people naturally gravitate toward what they enjoy doing and what they are passionate about.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MARCH 1, 2022

One strategy to help validate and ultimately retain an employee is to help that employee move up in the organization by utilizing a leadership strategy of “managing up.” Once Mary is in the virtual meeting, she can talk about a topic or a slide. You can ask her opinion on how her colleagues are feeling about a particular subject.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

JULY 10, 2020

But, there's something about a common enemy or a universal challenge that brings out the best of us. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership. So today I’d like to talk about leadership. Inspires us. Motivates us.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. Many companies underestimate the importance of how employees feel about how service is delivered to their customers.

B2B 352

B2B Consulting Consulting Marketing 352

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. We wrapped up our discussion by talking about "What is your company's 'why'?".

CCNG 195

CCNG Surveys Personalization Management 195

ShepHyken

SEPTEMBER 21, 2022

Just a few weeks ago, I wrote about how to create trust with customers. Leadership must be approachable. It was a story about a front liner who had an idea he wanted to share with an executive in the C-Suite. This idea was really, really good, but he couldn’t get leadership to respond.

Construction 179

Construction Feedback Customer Service Management 179

ShepHyken

JULY 31, 2023

It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background. The only thing that they care about is that they have a great experience with you – and when they do, they reward you with more business. Tune in! .”

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

CCNG

APRIL 13, 2021

By 2015, businesses had access to highly integrated networks of software and the ability to source all the capabilities they needed from one vendor or solution, yet most large enterprise organizations were slow to adopt cloud solutions due to concerns about security issues and loss of control.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. It wasn’t about how to help supervisors get results or even help their front-line employees. It was about checking off the box. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ShepHyken

AUGUST 3, 2022

They may be upset and angry about their lost luggage, but most people aren’t abusive. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. . I couldn’t agree more with the reason.

Airlines 325

Airlines Customer Support Customer Service 325

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. They have become educated about what good customer service looks like. The culture of any organization is defined by leadership. However, customer service trends seem to be heading in the wrong direction. They simply don’t know what to do. .

Customer Service 263

Customer Service Education Customer Experience Personalization 263

ShepHyken

DECEMBER 6, 2022

Employees on the frontline have unique knowledge about their customers that comes from constant first-hand interactions. The company’s leadership needs to be aligned with its customer experience goals. ” About:    . Quotes:   . ” “Take off the bib and put on the apron.

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

ShepHyken

AUGUST 16, 2023

At about 9:15 p.m., All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

JULY 3, 2023

It starts with leadership, where decisions are made and trickle down to every department in the company. The leadership of an organization must first understand that it is all about experience – a convenient experience.” Being nice and respectful is one thing, but there is more.

B2C 156

B2C B2B Feedback Customer Experience 156

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience.

Big data 290

Big data SaaS Employee engagement Customer Experience 290