Strativity

AUGUST 23, 2019

Dorel Juvenile wanted to engage their global team in developing the next level customer experience for the company. We were thrilled to partner with them in this journey by bringing colleagues together from around the world for a two-day workshop designing Dorel’s future CX. The future is bright with much hope! .

Innovation 74

Innovation Customer Experience Video Customers 74

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Centercode

MAY 20, 2020

These are based on averages across a range of products and companies: More Best Practices for Engagement. The post Engagement Workshop: Tracking Your Progress with Metrics appeared first on Centercode. Was this helpful? Download the Tester Engagement Pocket Map.

Metrics 98

Metrics Engagement Measurement Survey 98

Myra Golden

JULY 16, 2020

Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more.

Course 52

Course Groups Engagement Company 52

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Focusing on the customer makes a company more resilient. Jeff Bezos.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Most often, it is a comparison.

Company 72

Company Fashion Customer Service Training Comparison 72

Calabrio

OCTOBER 20, 2020

Every year, privately held companies in the Twin Cities can be nominated for this award—and are selected based on their revenue growth over the last three fiscal years. Here is what being a Fast 50 company means to us—and to you. With most companies going remote as of late March, being a cloud-first software company really helped.

Company 130

Company Self Service Government Contact Center 130

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! In the last keynote of the day, EMEA customer experience expert Stan Swinton of Bain & Company left us with insightful advice.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Every company has a personality, and these personalities run the gamut from serious to whimsical.

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

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. Good enough” is not good enough.

Hotels 144

Hotels Customer Service Training Customer Service Training 144

InMoment XI

APRIL 18, 2022

The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Do Companies Recognize the High CX Value of Employee Advocates? So, how well do companies recognize the value of employee commitment and advocacy? . Check It Out! Learn the Direction. Read Article.

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. But it’s also challenging to find that balance between leading a company and fulfilling other passions. Guild partners with companies to create benefits programs that enable employees to get college degrees for free.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. And the reason is that they are just satisfied. They have learned from the best.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

Up Your Service

FEBRUARY 5, 2020

Join the Service Leadership Workshop. Service Leadership Workshop. To make your company more valuable for those you care about and those that you serve. The post Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith appeared first on Uplifting Service. And Gautam thought it was a fabulous idea.

Leadership 52

Leadership eBook Culture Connections 52

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Managing company participation. Developing and managing super users.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Managing company participation. Developing and managing super users.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Managing company participation. Developing and managing super users.

Social Media 40

Social Media Case Study ROI Course 40

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The programme reaches all parts of the business through online learning, customer talks, animated games and cartoons, podcasts, skills workshops, topic masterclasses, and more.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. The best (often uncompensated) salespeople in your company are your client retention folks. First, these post-sale people offer clients insight into what’s next and what’s new in your company’s product, service, and system offerings.

Company 96

Company Sales Leadership Innovation 96

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Some organizations use customer research, while others use workshops to help employees try on their customer’s shoes. But one particular activity of hers caught my ear.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Customer Bliss

FEBRUARY 21, 2019

This is a major responsibility with a company that has 13 million customers and about 3,000 employees. It’s important to ensure your employees and your company does not get left behind as your industry advances with time. Be sure you can bring quality work to the company. Read, Research and Reapply. About Rekha Weerasooriya.

Telecommunications 120

Telecommunications Company Culture NPS 120

ShepHyken

FEBRUARY 20, 2024

Maybe it happened two days ago, and they just now have the time to contact you or the company. 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.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

Customer Bliss

FEBRUARY 21, 2019

This is a major responsibility with a company that has 13 million customers and about 3,000 employees. It’s important to ensure your employees and your company does not get left behind as your industry advances with time. Be sure you can bring quality work to the company. Read, Research and Reapply. About Rekha Weerasooriya.

Telecommunications 111

Telecommunications Company Culture NPS 111

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. We spent the rest of the workshop discussing the exercise. In essence, we need to build a strong cohesive team.”. Why or why not?

Exercises 63

Exercises Groups Training Communication 63

ShepHyken

APRIL 22, 2024

The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. They are obvious examples, but if you consider some of the smaller companies or brands you “love,” then you’ll understand that this idea works for any organization of any size.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

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. There are companies, like Disney, that have achieved that. There’s no way you can make price completely irrelevant.”

Culture 148

Culture Customer Service Training Employee Experience Course 148

Kerry Bodine

JUNE 6, 2017

We learn something new every time we facilitate a workshop with customers. It turned out this was a great strategy to get everyone to arrive a little too early—as in, an hour prior to the workshop, when we were still doing pre-workshop prep with our client! No ideas, no workshop invite. Who shouldn’t be there?

Customer Journeys 120

Customer Journeys Travel B2B Customers 120

Gainsight

AUGUST 17, 2020

To this point, we polled CEOs and CXOs of large SaaS companies in May and asked them to rank their go-to-market priorities. Also, as Customer Success as a field matures, most companies realize that it requires a company-wide commitment , not just a CSM department. We are calling this initiative Pulse Boardroom.

Customer Success 94

Customer Success Company e-support Sales 94

ShepHyken

JANUARY 16, 2024

That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. They should learn firsthand what it’s like to be a customer.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. Value Creation for Service Companies. 3) Workshops.

Customer Success 45

Customer Success Company Effort Score Customers 45

BlueOcean

FEBRUARY 22, 2024

Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. They want to workshop risk-reward models with you. This is an indicator of a company that sees your collaboration as a long-term relationship, not just a transaction.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ShepHyken

DECEMBER 26, 2023

I often joke about a company that took four days to get back to me with an answer. Be more consistent – I’m surprised when employees of the same company have different answers to the same question. Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Connect with Shep on LinkedIn.

Customer Service 157

Customer Service Tips Guidelines Policies 157

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. It starts the moment they interact with your company, and that might not even be with a live human. Companies spend a lot of money to get you interested in what they sell and eventually get you to buy.

Customer Service Training 96

Customer Service Training Training Customer Service Marketing 96

AWS Machine Learning

JANUARY 13, 2023

Parsons Corporation (NYSE:PSN) is a leading disruptive technology company in critical infrastructure, national defense, space, intelligence, and security markets providing solutions across the globe to help make the world safer, healthier, and more connected. Parsons is on a mission to make AI/ML a foundation of business across the company.

Transportation 88

Transportation Leadership Training Innovation 88

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

Dapresy

JULY 14, 2020

With his Data Visualization workshop just around the corner, we wanted to hear what participants can expect, but also take the opportunity to pick his brain on topics like data-driven decision making, industry hardships, and more. Time and again, I find that companies look to adopt an innovation too early.

Data 52

Data Self Service Industry Technology 52