bold360 Blog

NOVEMBER 25, 2019

The importance of frontline, customer-facing employees cannot be understated. That’s why new global research from Ovum is creating buzz by uncovering what these employees are faced with and how to leverage artificial intelligence (AI) to deliver a better customer experience. The team also builds ongoing training into each week.

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First call resolution Morale Call Center Customer retention 40

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? A positive employee experience contributes to positive customer experiences.

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Customer retention Analytics Customer Experience Customer Service 190

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. A fulfilled employee is more engaged at work and with your customers.

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Customer Service Government Customer centricity Customer Experience 196

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

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Employee engagement Morale Customer Experience Feedback 338

Beyond Philosophy

MARCH 10, 2020

Therefore, the employees were going to get an emotionally strained interaction with the caller as a result. We saw the importance of training employees on how to handle that situation from a soft-skills perspective to avoid the problems of FAE. . Some employees will have an easy time with this training while others struggle a bit.

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Consulting Consulting Call Center Personalization 448

ShepHyken

SEPTEMBER 8, 2021

These reasons are derived from our customer service and experience research , which revealed what was most important to the customer. An employee can be good at the technical side of the job – and care about the company – but be terrible when it comes to dealing with the customer. Well, there you have it.

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Personalization Customer Support Sales Customer Service 407

ShepHyken

JANUARY 4, 2023

Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Just as we want our customers to come back, we want our employees to stay.  .

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CCNG

JANUARY 17, 2024

Jake’s experience is just one real-life example of what recent market studies by Gallup and others have clearly proven in their statistics: A great employee experience (EX) is THE fundamental foundation to creating a great customer experience (CX). Clearly, there’s a long way to go to create an improved employee experience.

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CCNG Calibration Employee engagement Call Center 195

Beyond Philosophy

JUNE 25, 2020

Finding these “valuable” parts means undertaking some research. We use research called the Emotional Signature® which helps define what drives value from an emotional and Customer Experience moment standpoint. We did the Emotional Signature research with an insurance company in Georgia. There are several ways.

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ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. This is especially important to the Gen-Z and Millennial generations.

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Customer Service Customer retention Customer Experience 231

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. It’s another to be abusive to an employee.

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Customer Service Call Center Chatbots Call center experience 190

ShepHyken

JUNE 5, 2023

Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

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Best practices Customer Experience Technology Customer Service 217

ShepHyken

SEPTEMBER 16, 2020

Research has irrefutably proven that customers will pay more for a better experience. Research also has irrefutably proven that customers will leave you for your competition if you don’t give them the service they expect. Grant authority to employees to make customer-focused decisions. I know… this is common sense.

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Customer Service Coaching Technology Customer Care 414

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous.”

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Employee engagement Surveys Consulting Consulting 207

CCNG

OCTOBER 11, 2023

Do you think that employee has influenced your customer's experience on the phone? All of your employees impact the customer experience; even when an employee isn't on the front lines and in direct contact with a customer. The principles of great employee experience Why do companies with great EX result in greater profitability?

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CCNG Customer Experience B2C Finance 195

Beyond Philosophy

MARCH 21, 2024

I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research. Also, it is essential that when you define the roles, you also define your employees’ empowerment. This rule is critical for front-line employees.

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Telecommunications Engineering Education Management 195

ShepHyken

NOVEMBER 21, 2023

AI will remove low-value, repeatable tasks and help with employee burnout. Generative AI will improve agent experience by making them more self-sufficient. ” About: Nicole Kyle is the Managing Director and co-founder of CMP Research.

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Personalization Self service Chatbots Customer Support 222

Beyond Philosophy

MAY 15, 2023

I recently conducted a really interesting webinar with Verint where we looked at the 3rd year of some significant research they undertake called the Engagement Capacity Gap. The new research reveals two distinct groups. As a result of this, the research reveals this makes them: 3.2 People with high and low levels of confidence.

Customer Experience 195

Customer Experience Self service Feedback Management 195

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

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Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

APRIL 22, 2024

These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process. My Comment: Irrational Love is a new phrase for me – and probably for you, too. It’s time to start driving better customer experiences today.

Customer Service 196

Customer Service B2B B2C Advertising 196

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. For employees, flexible working offers greater comfort and a better work-life balance. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

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Customer Service Employee engagement Customer Support Management 293

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. This research came from OnePoll on behalf of DaySmart Software. Many customers want and need to have an interaction with employees. Any company has the capability to create an easy automated process.

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Self service Consulting Consulting Surveys 397

ShepHyken

DECEMBER 15, 2021

And employees, at least the ones who are still there, often have to take the brunt of their customers’ frustrations. . In our research, we see customers demanding a great experience in exchange for their repeat business. Laggards are struggling at keeping both customers and employees. Customers don’t like it.

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B2C B2B Customer Service Customer Experience 312

Contact Center Pipeline

MAY 20, 2021

Our research results from early in the process of quarantine indicated that when employees initially transitioned to working from home, they favored the arrangement—and indeed, there was an overall increase in performance. However, based […].

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Contact Center Call Center 147

Steve DiGioia

MARCH 22, 2021

For those employees in the foodservice industry, how do you communicate to your customers that a specific food item contains one of the 8 main allergens? Do you use signage, a listing on the menu, or are your employees educated enough to properly inform any customer who asks? I nform Employees of Any Allergens Present.

Customer Service 346

Customer Service Education Accountability Management 346

ShepHyken

OCTOBER 29, 2023

A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. There are several excellent examples in the article to get your creativity started. My Comment: True customer loyalty is a gift.

Customer Service 159

Customer Service Marketing Customer retention Customer Experience 159

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.

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B2B Consulting Consulting Marketing 352

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. It must become part of the company’s values.

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Customer Service Contact Center Customer centricity Banking 163

ShepHyken

FEBRUARY 14, 2022

MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. But that doesn’t mean merchants can’t turn a negative into a positive.

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Customer Service Surveys Customer Experience Accountability 307

ShepHyken

MARCH 31, 2024

According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. there’s tremendous opportunity in the B2B world, especially as younger employees who appreciate influencers have careers in the B2B space. My Comment: Kudos to the government!

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Government Customer Service B2B B2C 201

ShepHyken

MARCH 16, 2022

Perhaps an employee was rude or there was a problem with a shipment and the company didn’t handle it properly.?Let’s That’s exactly what we found in our latest customer service research , that 86% of customers are willing to switch brands or companies because of a bad customer service experience. . Let me explain. .

Customer Service 302

Customer Service Customer Experience Management 302