ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. What an honor. Thank you, Chalmers Brown, for including me.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Laura mentioned she had been working at the airport for seven years and was just a few years from retiring.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

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. Prior to the pandemic, convenience was an option.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

MAY 21, 2018

(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. My Comment: Why do companies lose customers?

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

JUNE 4, 2018

Furthermore, in some cases, customer service has become a commodity. However, certain levels of service can make you stand out. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

JANUARY 29, 2018

The aim is to modernize customer services. My Comment: Here is a great interview with Joshua March, the CEO and co-founder of Conversocial, and the author of the upcoming book “Message Me.” You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level. Great resource!

Customer Service 93

Customer Service Social Media Tips Trends 93

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147