Company Customer Service Strategies Customer Service Training Employee Experience 
ShepHyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Here are three concepts from Mitel, followed by my commentary: .
ShepHyken
OCTOBER 10, 2023
John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. Furthermore, this way of thinking crosses over to the employee experience (EX).
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ShepHyken
OCTOBER 1, 2023
My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. Connect with Shep on LinkedIn.
ShepHyken
APRIL 16, 2024
While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Good enough” is not good enough.
ShepHyken
FEBRUARY 7, 2023
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well. Follow on Twitter: @Hyken
ShepHyken
JANUARY 3, 2024
They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. The employee experience (EX) drives a better customer experience (CX).
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.
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