ShepHyken

APRIL 16, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 152

Hotels Customer Service Training Customer Service Training 152

ShepHyken

AUGUST 8, 2023

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 Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant?

Exercises 123

Exercises Touchpoint Customer Service Training Customer Service 123

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Connect with Shep on LinkedIn.

Customer Service 81

Customer Service Government Employee Experience Video 81

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.

Customer Service 64

Customer Service Employee Experience B2C Hospitality 64

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

Customer Service 137

Customer Service Employee Experience Customer Service Training Strategy 137

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. Connect with Shep on LinkedIn.

Trends 96

Trends Customer Service Customer Service Training Customer Retention 96

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 71

Customer Service Hospitality e-support eBook 71

Lumoa

NOVEMBER 17, 2022

A customer feedback strategy is critical for providing the perfect online CX.” – Andrew Gonzales, President at Business Loans. . Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. . Improving Customer Relationships with AI.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset.

Customer Service 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again!

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Tips 147

Tips Customer Experience Management Return on Investment 147

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher.

Rewards Programs 81

Rewards Programs Customer Service Loyalty Programs Loyalty 81

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. If you want to build better customer relationships, read this article!

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

Ecommerce 71

Ecommerce Customer Service Trends Loyalty 71

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Addressing L.L.

Customer Service 86

Customer Service Net Promoter Score Airlines Contact Center 86

ShepHyken

MARCH 18, 2019

(B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. My personal favorite on the list is the use of video.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

AUGUST 24, 2020

As you read this, keep in mind, you must maintain the balance between what you do in the digital world and how you connect in the human-to-human world. LegalScoops) Here are actionable tips that can be employed to successfully maintain and grow client relationships, which results in a profitable customer base for your law firm.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

CSM Magazine

AUGUST 23, 2022

Knowing that there will be outliers with your responses from customers, you are looking for common trends and themes that you can digest and pivot to enhance their subsequent experiences with your brand. The Ties That Bind: Creating a better customer experience through the quality of service you offer should parallel each other.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

Integrity Solutions

SEPTEMBER 2, 2021

Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty. In fact, there are a myriad of statistics showing direct links between the employee experience and the customer experience, none more powerful than the fact that companies with highly-engaged employees outperform competitors by 147%.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ECXO

DECEMBER 26, 2023

According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Stacy Sherman.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JUNE 5, 2023

This article touches on some opportunities to create a better website experience, which is essential to the customer experience. Employee Experience VS Customer Experience – Which is Important in Business? What’s happening on the inside of an organization is felt on the outside by the customer.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

APRIL 16, 2023

Lockdowns fostered a sense of belonging; we all felt much more connected to where we live and much more likely to support local companies, look after our neighbors, and promote our local identity. My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience.

Customer Service 10

Customer Service Tips Loyalty Employee Experience 10

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Stacy Sherman.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

AUGUST 14, 2023

Why Great Employee Experience Leads to Great Customer Experience by Myles Suer (CMSWire) A few weeks ago, Tiffani Bova released the The Experience Mindset. My Comment: I’ve included an article from and about Tiffani Bova’s new book, The Experience Mindset. Experience it with the video that’s included.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Those non-believers? But change isn’t always bad.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Connect with Shep on LinkedIn.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

OCTOBER 16, 2023

The one thing they all have in common is the definitions are always about creating a better customer experience. This article lists ten “factors” that can help a brand excel in focusing on a better customer experience. How Do Your Customers Experience Your Company Culture? Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 27, 2021

Frank Baum, wrote a children’s novel and not a customer-relations manual. However, there are some valuable aspects of the story that can come quite handy when it comes to connecting with customers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

Qualtrics

DECEMBER 14, 2021

Many companies lack the proper infrastructure, technology, and bandwidth to carry out the type of coaching and customer service training they were doing in person for remote employees. In particular, coaching processes built around in-person job shadowing experiences are incredibly difficult to replicate while remote.

Management 26

Management How To Effort Score Interaction 26