ShepHyken

JULY 27, 2022

So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on. Sometimes it’s not that our company isn’t a good place to work, but someone has offered an even better place to work.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

APRIL 22, 2019

The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

APRIL 15, 2020

Recently, one of our Shepard Letter subscribers shared an example of what they use instead of the traditional music when a customer is put on hold. Some companies get creative and have announcements or share tips on how to use their products. His company has a series of five messages in the form of trivia questions.

Sports 143

Sports Entertainment Customer Service Training Examples 143

ShepHyken

FEBRUARY 3, 2021

If it’s related to an employee’s attitude, that is a coachable moment. Managed the right way you’ll get the employee back on track or you’ll quickly learn he or she needs to go to a different position – or another job in another company. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

System 148

System Customer Service Training Training Management 148

ShepHyken

APRIL 23, 2018

The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). of professionals say elevating the customer experience is a business priority, with 57% call it the top priority. Is your company in that 57%?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Great customer service, by itself, doesn’t cut it. And, the concept of “great customer service” is becoming a hallowed promise for some companies. My Comment: Happier employees mean happier customers.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

MARCH 28, 2022

(The Apopka Voice) Your business can’t operate and grow unless you have steady and paying customers. You not only need consumers to make purchases from you but you also need ways to turn them into returning customers who are pleased with your company and brand. First, make it easy for customers to get in touch.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. Ernesto shared a lot of ideas around the factors which caused Disney to become the hugely successful company it is today.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Service Untitled

JUNE 2, 2011

I saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. We moved a few years ago and I researched moving companies to help us. The only way I knew to assess these kinds of companies (this was before Angie’s List) was to ask about their internal practices.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43

ShepHyken

MARCH 27, 2023

Most customer support agents care. They want to do a good job for both their company and the customer. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: This is a very robust article focused on employee satisfaction. About a third of them will spend significantly more.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

ShepHyken

NOVEMBER 13, 2017

CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. One of the ways of achieving this is by adopting a customer-centric organizational culture. That’s because CX is built into the culture of the company.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

DECEMBER 16, 2019

Well, simply put – your customers will stop doing business with you. My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. But, what happens if you don’t respond?

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

APRIL 13, 2020

This article focuses on how to leverage communication to meet, if not exceed, the customer’s expectations. Five Tips To Boost Employee Engagement In The Finance Industry by Robert Roley. Forbes) Here are five tips to boost your organization’s performance through greater employee engagement.

Customer Service 99

Customer Service Employee Engagement Hotels Retail 99