ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee engagement 347

Employee engagement Morale Customer Experience Feedback 347

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you? In other words, leaders must practice the behaviors they want their employees to practice. How would you like them to describe you?

Personalization 382

Personalization Advertising Feedback Customer Service 382

ShepHyken

OCTOBER 24, 2023

I’m reminded of an employee who fixed things around the office. If all they do is that role and don’t care to do anything else, such as fixing a crooked piece of art in a frame, you would still be happy with their work. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 357

Customer Service Personalization Customer Experience 357

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? How can businesses foster strong connections between their employees and the communities they serve? positively impacts the culture.

Wireless 210

Wireless Finance Accountability Customer Experience 210

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Happy New Year!

Customer Service 399

Customer Service Accountability Customer Experience 399

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. So, why would a customer terminate his or her relationship with you? . Apathy – Want to irritate a customer?

Personalization 415

Personalization Customer Support Sales Customer Service 415

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. Everybody is a customer. What does it mean to empower employees?

Customer Experience 350

Customer Experience Management Customer Service 350

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Customer Experience 294

Customer Experience Customer Service Management 294

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. She’s been here a long time and doesn’t seem to care anymore. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service.

Customer Service 237

Customer Service Airlines Customer Experience Management 237

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. Customers buy and support companies that care about the same things that they do. 60% of Gen Z said they are willing to tolerate a poor service experience from a company that cares about the same things they do.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. The same thing happens with employees inside an organization. As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. He came back drenched.

Customer Service 368

Customer Service Customer Experience Management 368

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. If the employee underperformed, they did little to correct them.

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

JANUARY 28, 2020

Employees Matter. Care for Your Employees and They Will Care for Their Customers. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. It begins with companies truly caring about their people. Shep Hyken interviews Bob Chapman.

Employee engagement 356

Employee engagement Management Customer Service 356

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Researchers who study emotions are specific.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

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 318

Customer Support Employee engagement Call Center Scripts 318

CCNG

DECEMBER 8, 2022

White said that in transitioning to almost entirely remote work, Hyatt has been focused primarily on results for those call center employees rather than finding ways to monitor them during the workday. She said she takes pride in having a customer care team that lives up to its name. "I It provides them opportunities.

Call Center 195

Call Center CCNG Customer Care Engineering 195

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The first 100 days are the most important time in the entire relationship with an employee.

Surveys 156

Surveys Personalization Sales Customer Experience 156

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. You not only praise your employee, but you tell them why you appreciate what they’ve done. . Just be careful how often you use it.

Feedback 331

Feedback Customer Service 331

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” I didn’t blame them, but she was quick to point that out anyway. Act like you care. Instead, see it as an opportunity to show empathy and care for your customers.

Construction 296

Construction Customer Service Customer Experience Management 296

ShepHyken

JUNE 18, 2021

7 Keys to Successful Customer Service. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Hire and Train Experienced Customer Service Staff. Use Customer Service as a Learning Tool.

Scripts 373

Scripts Customer Service Personalization 373

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. He wants to know if employee experience is a fad and, if not, how one should build a great employee experience.

Management 195

Management Personalization Customer Experience Consulting 195

CCNG

DECEMBER 27, 2023

Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. Greg is CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. It's a complex landscape.

CCNG 195

CCNG Employee engagement Contact Center Customer Care 195

CCNG

NOVEMBER 22, 2023

The core of any organization's success resides with its employees. Creating a Rock-Solid Recognition Program is the 1st step in showing employees that they are valued. Creating a Rock-Solid Recognition Program is the 1st step in showing employees that they are valued. In some cases, employee's schedules can be a pain point.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

OCTOBER 11, 2023

When you find the answer, your company policy doesn't allow you to do what you know is right for the customer. You start to get irritated with customers that don't understand that you have no alternative and that it's not up to you. Do you think that employee has influenced your customer's experience on the phone?

CCNG 195

CCNG Customer Experience B2C Finance 195

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Empower your employees to deliver a great experience.

Sales 294

Sales Marketing Customer Service Technology 294

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Feedback 338

Feedback Healthcare Analytics Customer Service 338

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Education 274

Education Customer Service Customer Experience Management 274

CCNG

FEBRUARY 22, 2023

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. There are several ways that organizations can accomplish this.

CCNG 195

CCNG Contact Center Healthcare Technology 195

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Many companies are automating their processes, which can make it easy for the customer.

Self service 406

Self service Consulting Consulting Surveys 406

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. I know… this is common sense.

Customer Service 420

Customer Service Coaching Technology Customer Care 420

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. However, most customers find it difficult to articulate that. Measure your results. .

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 157

Customer Service Chatbots Self service Customer Care 157

ShepHyken

JANUARY 13, 2021

One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience. She was so apologetic and promised me it would be taken care of. I let the housekeeper know.

Customer Service 374

Customer Service Customer Experience 374

Steve DiGioia

JUNE 22, 2020

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? You must search out an employee for help and when you find one, they’re chewing gum, have poor hygiene, or wear wrinkled clothes.

Coaching 288

Coaching Management Sales Marketing 288