Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. The chapter’s title is Sweep Like Beethoven Plays Piano.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Consequently, you are disappointed when employees and clients do not know what to do with the information you present.

Connections 66

Connections Strategy Engagement Conference 66

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. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

CX Journey

MAY 8, 2019

It is a concept well documented in the 1997 book by the same name, written by James Heskett; Earl Sasser, Jr.; From the book. i.e., fellow employees. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Take a look at the service-profit chain.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Book a demo.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

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 80

Customer Service Government Employee Experience Video 80

Qualtrics

JANUARY 23, 2020

In this installment of our Employee Experience Visionaries series, hear from Lynne Oldham , Chief People Officer at Zoom Video Communications , about: Why Zoom encourages employees to ask anonymous questions about anything at their all-hands meetings. WANT TO LEARN MORE ABOUT CREATING GREAT EMPLOYEE EXPERIENCES?

Employee Experience 37

Employee Experience Survey Culture Trends 37

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

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. Today, it’s expected.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

CX Journey

JUNE 13, 2018

I hope you enjoy it! And, as always, if you have any questions or if I can help in any way, let me know in the comments below or by contacting me.

Strategy 144

Strategy Roadmap Employee Experience Technology 144

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

MAY 7, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that when someone connects with the humans of your company, that the contact is meaningful.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 95

Chief Customer Officer Telecommunications Employee Experience Measurement 95

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX). First, create an empathetic connection.

Customer Service 70

Customer Service Hospitality e-support eBook 70

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

ShepHyken

DECEMBER 3, 2023

Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset. The program would cultivate employees to provide the foundation and support for exceptional customer experience. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. How can I build a good employee experience?

Employee Experience 82

Employee Experience Culture Connections Technology 82

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Book: Switch – Chip Heath.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

CX Journey

MAY 8, 2019

It is a concept well documented in the 1997 book by the same name, written by James Heskett; Earl Sasser, Jr.; From the book. i.e., fellow employees. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Take a look at the service-profit chain.

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

ECXO

MARCH 21, 2023

This requires employee preparation–to be knowledgeable and trained to handle customer inquiries and complaints efficiently. In the end, everything is connected. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. It is a process and will not happen in one day.

B2B 98

B2B Customer Experience Roadmap Culture 98

Natalie Petouhof

JANUARY 13, 2022

The first fuels connection and the latter instigates disconnection. To connect with you, I must connect to something in myself that resonates with those feelings which then enables me to make a connection with you and to help. But are companies really changing anything other than perhaps a tagline? Sorry about that.”.

B2C 52

B2C Connections Advertising B2B 52

ShepHyken

MARCH 11, 2022

and the author of the new book Employees First! She shares the five ways to treat employees like customers and become a company where people want to work. Customers want convenience and so do your employees. Understand that the times are changing, and the needs and expectations of employees are changing too.

Employee Experience 92

Employee Experience Hospitality Customers System 92

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. In my book, “ Would You Do That To Your Mother ?”, CX @SATairport Click To Tweet.

Airlines 176

Airlines Industry Strategy Customer Experience 176

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Comm100

JUNE 15, 2020

Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. Better still, add a large range of off-the-shelf integrations to this, and the Comm100 bot can begin performing actions on behalf of your customers – from tracking an order and paying a bill, to booking a flight.

Chatbots 162

Chatbots ROI Training Employee Experience 162

Stella Connect

NOVEMBER 16, 2021

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). Let me start by defining employee experience. But where do you begin?

Culture 100

Culture Employee Experience Study Policies 100

Natalie Petouhof

DECEMBER 3, 2021

Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine their entire businesses through the lens of experience. So, what’s a brand to do in an intensified experience economy? Harness the chemistry of customer and employee experiences.

Customer Experience 72

Customer Experience Connections Contact Center Customer Journeys 72