ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. Check out our thoughts on customer focus. These are big enablers of customer service and experience.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do.

Journey mapping 83

Journey mapping Feedback Customer Experience 83

Cisco - Contact Center

MAY 18, 2023

This reminder excites me for the rest of Ted Lasso’s seas… Read more on Cisco Blogs ” in large letters, as the theme for Cisco Live US, reminds me of the soccer announcer’s “Gooooooooooaaaaaaaallllllllll” cry.

APIs 52

APIs 52

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 80

Customer Service Coaching Education Best practices 80

ShepHyken

AUGUST 18, 2017

Martha Brooke , Founder of Interaction Metrics, leads sessions and workshops on how to improve the customer experience. The post Guest Blog: How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Surveys 203

Surveys Automotive Advertising Enterprise 203

Beyond Philosophy

JANUARY 8, 2021

When we work with clients at regular times, we would typically run face-to-face, onsite workshops. That doesn’t work in today’s environment, so we’ve put our workshops online. Moreover, we changed them from day-long events to three or four two-hour chunks.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

ShepHyken

MAY 15, 2023

In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance. My Comment: This is an excellent article about “Social Listening.”

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

ShepHyken

SEPTEMBER 4, 2023

7 Tips for Building a Successful Customer Onboarding Process by Rahul Sridhar (G2) This blog will explore key strategies and best practices for building a successful customer onboarding process. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

FEBRUARY 18, 2024

My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. I’m often asked in interviews about AI taking away jobs and more. Connect with Shep on LinkedIn.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Beyond Philosophy

APRIL 25, 2024

Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature. We’d love to hear it and might feature it on the podcast and in the newsletter.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

Aspect

MARCH 26, 2020

This company engaged professional services in our Home Workforce, small workshop where they discussed and evaluated hardware and software considerations and walked through a comprehensive checklist for the right areas of focus to provide as much business continuity as possible. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Beyond Philosophy

DECEMBER 21, 2023

Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. If I was in this industry now, I would plan that in five years’ time, it’s going to be about the strategy and how we can use this analysis to create a more customer centric organization.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The following One Millimeter Mindset customer retention blog posts represent the top posts from 2017. Subscribe to my blog. Take a read. Then, contact me. Contact me and let’s discuss.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Fonolo

AUGUST 29, 2023

In this blog, we’ll take a close look at what’s involved in active listening. Create engaging workshops that combine theoretical knowledge with practical exercises. There are plenty of resources online and organized workshops and courses you can take advantage of, too. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Back To CX Accelerator Blog

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

JANUARY 4, 2024

Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. My goal is that these newsletters are useful for you and help you make the changes you need to make in your organization to reach your goals. He prides himself on making this fun, humorous, and practical.

Customer centricity 243

Customer centricity Morale Finance Education 243

ConvergeOne

OCTOBER 18, 2022

This can often be learned from the ransomware program’s announcement itself, as it brags as to what data has been copied or the information regarding your stolen data that the hacker posts on websites or blogs. Schedule a Ransomware Readiness Workshop today. The workshop focuses on your readiness to respond to a ransomware attack.

Healthcare 96

Healthcare Best practices Management 96

Beyond Philosophy

MARCH 21, 2024

Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. I’d love to hear your suggestions in the comments below. Thanks for reading, we appreciate you! Get access to your free ebook here , and why not tell a friend? Speak to Colin and find out more.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

JULY 13, 2023

Colin has conducted numerous educational workshops to inspire and motivate your team. But I wonder if we gave it the proper tools to understand why the predictions were what they were and how emotions played a role, would we be able to get it right, too? He prides himself on making this fun, humorous, and practical. Click here !

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights. Did you know COPC Inc.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Beyond Philosophy

JULY 17, 2017

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. If you liked this blog, you might also enjoy these: New Technology Dramatically Helps CX. But technology alone is never the answer.

Technology 331

Technology Consulting Consulting Customer emotions 331

Call Center Weekly

JANUARY 10, 2018

Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. Follow the leader: LinkedIn | Twitter | Blog.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. Watch this blog for the follow-on article that explains gains from employee experience strategy next week.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

Beyond Philosophy

DECEMBER 7, 2023

Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. However, suppose you have a human who can solve your problem and show empathy after that initial chatbot information gathering. He prides himself on making this fun, humorous, and practical.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

SharpenCX

MAY 31, 2023

In this blog post, we’ll explore effective methods for retaining call center agents, ultimately paving the way for improved customer experiences and business success. Encourage ongoing learning through regular skill enhancement workshops and access to relevant resources.

Call Center 76

Call Center Construction Coaching Morale 76

Beyond Philosophy

FEBRUARY 22, 2024

Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team. However, these five rules can help you develop a framework for how to get to the best possible outcome and understand how you got there, so you can do it again and again. Speak to Colin and find out more.

Morale 195

Morale Personalization Education Sales 195

JustCall

MARCH 28, 2023

In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment. Regular team meetings and workshops provide opportunities to discuss industry trends, new strategies, and techniques to enhance sales performance.

Sales 52

Sales CRM Best practices Morale 52

Lumoa

NOVEMBER 19, 2021

The Slush 2021 event features two days full of stage programs in addition to several side events, roundtable discussions, and facilitated workshops. The post Lumoa x Slush 2021 appeared first on Lumoa.

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Beyond Philosophy

SEPTEMBER 7, 2023

Colin has conducted numerous educational workshops to inspire and motivate your team. By anticipating what your customers are using to evaluate, you can optimize how you present pricing information that tilts the scales in your favor. He prides himself on making this fun, humorous, and practical. Speak to Colin and find out more. Click here

Advertising 221

Advertising Education Sales Marketing 221

Beyond Philosophy

OCTOBER 5, 2023

Colin has conducted numerous educational workshops to inspire and motivate your team. What do you think is better, raising prices or keeping them the same and adding additional fees? I’d love to hear your opinion in the comments below. He prides himself on making this fun, humorous, and practical. Speak to Colin and find out more.

Airlines 379

Airlines Consulting Consulting Education 379

Cisco - Contact Center

APRIL 15, 2024

In support of this effort, the Cisco DevNet team is hosting Developer Sustainability Week, an online event… Read more on Cisco Blogs The search for sustainable technology solutions has become a growing concern for developers.

Technology 96

Technology 96

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Blog customer-service-interview customer service interview customer service training kate nasser'

Coaching 152

Coaching Government Scripts Employee engagement 152

Beyond Philosophy

JANUARY 2, 2019

Hire consultants to run a workshop. Send around blogs and share podcasts on Customer Experience. It is difficult to do, but it facilitates these changes in behavior that you need to be successful in improving your experience. Always be educating. Send people to training courses. Sign up for webinars.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? And, it’s fun!

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

Beyond Philosophy

JUNE 20, 2016

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place! There have been two very recent examples.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

MAY 4, 2023

However, there are numerous ways to get there today, including social media, blogging, podcasts, etc. Colin has conducted numerous educational workshops to inspire and motivate your team. Back at the turn of the millennium, there weren’t a lot of ways to do this, so I wrote a book and did PR about it through TV and radio.

Consulting 195

Consulting Consulting Education Customer Experience 195

JivoChat

FEBRUARY 7, 2023

How to Become an Exceptional Writer The How to Become an Exception Writer course will help you to discover how to add style to your blog articles, books, and business writing. World Building Workshop The World Building Workshop is an online creative writing course developed for writers who want to write fantasy stories.

Construction 75

Construction Advertising Engineering Personalization 75