InMoment XI

FEBRUARY 2, 2024

Brand Monitoring and Social Media Listening If potential and existing customers wish to engage with your brand, they aren’t always going to visit your website, send you an email, give you a phone call, or fill out a survey form. Employee Advocacy Amplify is a feature of Hootsuite designed to facilitate employee advocacy on social media.

Social Media 295

Social Media Brands Management Analytics 295

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture eBook Training 492

Steve DiGioia

MAY 15, 2017

These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. It keeps readers on your blog longer, you should add one”. Here are my 3 reasons why I’ll never put a chatbot on my blog. It will increase your reader engagement”. What the heck does that mean? Continue reading….

Chatbots 138

Chatbots Interaction Training Industry 138

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Employees are only as productive as the available tools allow them to be. Ask for feedback.

Customer Service Training 152

Customer Service Training Training Brands Customer Service 152

InMoment XI

AUGUST 15, 2022

For a customer, their overall experience is informed by a combination of the following: Brand Identity Online Reviews In-App Experience Website Experience In-Store Experience Employee Interactions And So Much More! If you’re a regular on the InMoment Blog, you’ll be familiar with our phrase, “design with the end in mind.” End-to-End.

Retail 529

Retail Customer Experience Airlines Hotels 529

InMoment XI

SEPTEMBER 14, 2023

Social listening tools can provide real-time alerts for brand mentions, allowing you to address issues before they escalate. Regularly update your blog, social media channels, and other platforms with content that aligns with your brand values and speaks to your audience’s needs and concerns.

Brands 260

Brands Management Social Media Effort Score 260

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. I had told her my friend’s name, but she wasn’t listening and in my opinion, she didn’t care. That happened because a frontline employee was not listening. The simple use of my name.

Training 83

Training Leadership Consulting Exceptional Customer Service 83

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. L isten – Stop and listen to your customer’s complaint.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans. That’s what we all fear.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below. Be Honest with Your Employees.

Leadership 305

Leadership Customer Experience Survey Tips 305

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! The opinions of your employees don’t matter. Leaders understand the importance of letting their employees “self-manage” (with certain limits, of course). Your employees: Know which company policies “tie their hands” and make their job more difficult. They don’t. Now, they question you.

Policies 245

Policies Leadership Course Management 245

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. I hope these blogging tips will help you, too. Listen to what readers ask about. Ours at 360Connext is no exception!

Tips 110

Tips Social Media Leadership Exercises 110

Comm100

JUNE 25, 2020

Numerous employees from many different organizations have come forward to discuss the toxicity and racism present within that workplace. You really need to listen and implement ideas that are feasible for you. The post Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times appeared first on Comm100.

Customer Service 130

Customer Service Social Media Policies Consumers 130

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. So how do we do that? Be present. Nathalie W.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! This is why it is important to tap into your gold mine—your frontline employees.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

Steve DiGioia

NOVEMBER 8, 2022

Don’t Try to Compete with the Superstar Employee. Listen in on how he collaborates with his peers and try to build similar connections. The post 5 Clever Ways To Become The Next Superstar Employee appeared first on Steve DiGioia Customer Service Blog. They’ve learned from the veterans. Who does he learn from?

Video 182

Video Training Connections Interaction 182

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. We did…You’d be amazed at what we found, or will you? Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

ShepHyken

MAY 31, 2019

It is crucial that your employees are dedicated to creating a great customer experience. Listen to the feedback that your customers give you online and use it to influence your next move. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken. Use customer feedback constructively.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. As a matter of fact, you’ve got to put employees first.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The pressure is rising for businesses to step up their CX game.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Customer Bliss

JUNE 17, 2020

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING.

Company 186

Company Financial Video Resources 186

ShepHyken

JUNE 7, 2019

Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us. Listen carefully and you’ll seem like a mind reader. How to Connect the Right Way. Give your customers what they don’t even know they want.

Connections 118

Connections Customer Centricity Consumers Culture 118

ShepHyken

MAY 3, 2019

Improve employees’ listening skills and empower them to follow through. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken. Convenience for the customer means flexibility in your staff. Recognize that customer convenience simply can’t exist within siloed processes.

Loyalty 114

Loyalty Effort Score Social Media Omni-Channel 114

ShepHyken

JULY 28, 2017

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. On the other hand, Facebook, which has long been the dominant player in the social media space, is apparently not resting on its laurels but is instead listening to its customers. The post Guest Blog: Becoming a Blockbuster?

Retail 79

Retail Social Media Travel Consumers 79

ShepHyken

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. This game helps strengthen listening and speaking skills and improves trust. For this game, members must be able to trade with one another, which practices negotiation, listening and empathy. Hugh Beaulac, ? MC2 Bid4Papers ?.

Communication 86

Communication Training Groups Tips 86

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. Hmmm…Guess we should start by defining Employee Experience. If you don’t use iTunes, you can listen to every episode by clicking here. Do unto others…. and this week’s honored guest.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

ShepHyken

JANUARY 4, 2019

Listening is a vital aspect of great customer service. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization. Firstly, this ensures consistent training practices for all freshly recruited employees.

Customer Service Training 78

Customer Service Training Training Customer Service How To 78

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Faced with the growing challenges of training and retaining high-performing employees, customer operations leaders are often stuck between a rock and a hard place. High Stress.

Call Center 162

Call Center Social Media Contact Center System 162

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent. Recognize and reward employee achievements.

Leadership 98

Leadership Culture Communication Exercises 98

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault. Distrust of leadership.

Communication 81

Communication Leadership Airlines Social Media 81

Customer Bliss

AUGUST 18, 2020

This level of empathy is evident in how they ‘actively’ listen to customers and interact with them — they know what to say and how to say it, helping the customer feel at ease. Are they completely listening to you while you speak or are they interrupting often? Read this blog post ». Read this blog post ».

Customer Service 252

Customer Service Case Study Customers Interaction 252

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Bookmark this list and get through it bit by bit. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

Vonage

APRIL 25, 2019

One of the biggest benefits of social listening is the feedback you get from prospects and customers about your product or service. Listen to complainers, try to solve their individual problem, then look for the underlying issue – usually a process improvement – that will prevent the problem from recurring. His advice?

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The findings will assist companies in making data-based decisions on what kind of music to play to ensure the best possible customer experience and employee satisfaction.

Feedback 105

Feedback Retail Study Employee Experience 105

Customer Bliss

NOVEMBER 13, 2019

And as much as employees work to smooth things over, your customers know it; they feel it; they can tell an exhausted phone rep or account manager, especially as they make apologies for those rules. Do you have any rules that inhibit employees’ ability to serve and diminish their service? They replaced that rule with trust.

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182