ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

Customer Experience 248

Customer Experience Advertising Employee engagement Sales 248

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. You know really the thing that I’ve been passionate about my entire life is customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. It’s the experience that drives engagement.

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

ShepHyken

AUGUST 14, 2023

If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential. Brands should aim to bridge the gap between their brand image and customer experience.

Marketing 156

Marketing Customer Experience Employee engagement Customer Service 156

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. When your problem is quickly resolved, and you hang up the phone, you can’t help but wonder: why don’t all of my customer service calls go like that? Do they interact with the customers in a personable and effective manner?

Scripts 200

Scripts Customer Experience Employee engagement Best practices 200

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 321

Customer Service Employee engagement Morale Technology 321

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Journey mapping 261

Journey mapping Customer Service Employee engagement Morale 261

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 52

Employee engagement Customer centricity Customer Experience Contact Center 52

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Unleash the full power of your systems and data.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

COPC

NOVEMBER 18, 2022

The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Talkdesk ® is a global cloud contact center leader for customer-obsessed companies. Employee Engagement Research appeared first on COPC Inc.

Employee engagement 66

Employee engagement Feedback Marketing Cloud contact 66

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Do customers really want to take your survey?

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #3: Creating a Customer Experience Team for your company.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

Customer Service 192

Customer Service Employee engagement Self service Surveys 192

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Further, how customers feel they are serviced greatly impacts how they perceive your brand. Get Employee Engagement Research Insights.

Customer Experience 77

Customer Experience First call resolution Employee engagement Contact Center 77

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. A Checklist for Superior Customer Service by Paul Selby. MediaPost) Brands are trying to improve their customer experience.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee engagement 48

Employee engagement Metrics Contact Center Customer Care 48

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. What’s concerning is that Gallup's 2023 State of the Global Workplace Report and other recent studies report that a staggering 69% of employees in the U.S.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben! BF : My pleasure.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee engagement 29

Employee engagement Customer centricity Customer Experience Contact Center 29

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 315

Customer Support Employee engagement Call Center Scripts 315

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60