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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 120

Telecommunications Company Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. This is a major responsibility with a company that has 13 million customers and about 3,000 employees.

Telecommunications 111

Telecommunications Company Culture NPS 111

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. For years, I’ve said that customers are smarter than ever than ever. This is Dan’s take on it.

Customer Service 80

Customer Service Government Employee Experience Video 80

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. ” When asked about a company that wowed him with their CX, who did Eric pick? It’s ALL about keeping promises with CX.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

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. DX stands for digital experience.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

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).

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 63

Customer Service Employee Experience B2C Hospitality 63

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Companies focusing on CX see their revenue grow 1.7 This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

DECEMBER 3, 2023

Used the right way, it may even help you create more tailored and personalized customer experiences! Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Customer Bliss

DECEMBER 4, 2018

Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. So, today I want to tell you about three things that you must be aware of to align your departments and create a consistent experience for customers. #1: View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

ShepHyken

OCTOBER 1, 2023

Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. The first is from the customer’s experience. My Comment: The opening line of this article grabbed me: “It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected.”

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Employee Well-being is Working Implementing these initiatives can make a significant difference in the health and happiness of your contact center staff.

Contact Center 52

Contact Center Call Center Exercises Resources 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

ShepHyken

JULY 17, 2023

5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience. My Comment: One of the secrets behind a good customer experience is a good employee experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. ” -Alex Allwood The Guaranteed Customer Experience Author: Jeff Toister | Buy the book here “There’s one problem that universally frustrates customers: failing to do what you say you’re doing to do.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Integrity Solutions

NOVEMBER 19, 2018

Many companies have aspects that appeal to this generation, and there are three critical factors you can focus on to attract and grow millennial salespeople. As a millennial myself, I take on my sales role with great ambition and achievement drive, ready to contribute, but there are also things that I know what I want from my company.

Company 76

Company Sales Training Culture 76

Experience Investigators by 360Connext

FEBRUARY 9, 2021

First, it’s important to know that customer experience can’t exist in a vacuum — you must do the work to align your company goals with your CX goals. Consider what most organizations focus on for their overall business goals: Companies need to earn more than they spend. In fact, they need to earn profits to succeed.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

MAY 5, 2022

A good customer experience strategy offers clear benefits. A company that delivers on the customer promise and delights customers with positive moments. Committed employees who feel included and experience everyday work as meaningful. They will help to improve both engagement and decisions.

Strategy 277

Strategy Customer Experience How To Analysis 277

CX Journey

APRIL 4, 2018

In the forty-minute interview , we covered a lot of territory, including: What journey maps are and why they are so powerful How journey maps differ from process maps and service blueprints - and why all are important to improving the customer experience Why it's important to consider customer emotions - and why it's important to distinguish between (..)

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

ShepHyken

JANUARY 6, 2020

If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. My Comment: This list has something for every company in any industry. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. you take the experience to an even higher level.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. And that's where a lot of companies stumble with their mapping efforts. But that couldn't be further from the truth.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. You will get insights from executives of leading companies. You have an opportunity to attend a chatbot factory or a digital agent desktop workshop supervised by eGain product experts.

Conference 87

Conference Self Service Chatbots Contact Center 87

Experience Investigators by 360Connext

JANUARY 5, 2021

As companies move from thinking about customer experience objectives to acting on them, they need to turn generalized well-wishes into specific strategies, plans, and disciplines that will define their “way.” Assure your customer experience mission is defined and communicated. They may have never even met one!

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. How Superior Employee Experience Drives Superior Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

ClearAction

JANUARY 8, 2024

Then you must champion insights through suggestions for various functional areas, workshops, and change management for accountability and applause of progress and action plan completion. They see customers’ prosperity as their path to prosperity — in their career happiness, company growth, and investors’ preferences.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. That’s the magic of employee satisfaction. Satisfied employees are more motivated and engaged in their work.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

SEPTEMBER 10, 2020

You have lots of company. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. Of course you are competent, capable and resilient!

Leadership 89

Leadership Course Meeting Communication 89