ShepHyken

NOVEMBER 23, 2020

(Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. We’re unpacking four strategies from Chewy’s service playbook and giving you actionable tips on how to use them to improve your own customer experience. Addressing L.L.

Customer Service 83

Customer Service Net Promoter Score Airlines Contact Center 83

ShepHyken

AUGUST 24, 2020

As you read this, keep in mind, you must maintain the balance between what you do in the digital world and how you connect in the human-to-human world. 13 Actionable Tips to Attract More Clients to Your Law Firm by Jacob Maslow. Many companies focus on getting feedback from their customers. That’s where it starts.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. Video can tell, sell and connect with your customers. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Employee Experience 154

Customers Rock!

MAY 5, 2011

As a result, some people will tell you that you need outstanding customer service. But customer service is not enough. You also need marketing that connects with your current customers. And, of course, you do need outstanding customer service. We can’t leave the customer experience to chance.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. 10 BIG Ideas for Customer-Centric Success.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

ijgolding

NOVEMBER 22, 2016

Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Customer Alignment

MAY 23, 2017

.” – Tony Hsieh, Zappos CEO To be powerhouses in customer experience, organisations need to explore how well positioned they are to deliver on their key customer drivers - in other words how aligned the needs and dreams of their customers are with the culture and capability of their company, now and in the future.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

ShepHyken

APRIL 19, 2021

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg. Sharpen) Here are 10 statistics to inspire your customer service training, along with actionable tips to take back your time and put it toward high-value work, like coaching your team. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Customer Service Training Retail Comparison 149

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Qualtrics

AUGUST 1, 2019

This measure of connection and effort was named “employee engagement,” and has since become the industry best practice for employee surveys. Employee engagement is something we can all relate to. With the right direction and guidance, a workforce full of engaged employees can be unstoppable. Getting-Started Tips.

Survey 40

Survey Employee Engagement Banking Measurement 40

Qualtrics

DECEMBER 20, 2018

How does Qualtrics connect with your ‘why’? Even within that ‘why’ it’s all about having as many memorable experiences with folks as I can. That fancy car will only be with you for so long, but memorable experiences last a lifetime. Transparent, collaborative, customer-focused.

Management 34

Management Culture Airlines Touchpoint 34

Qualtrics

DECEMBER 20, 2018

How does Qualtrics connect with your ‘why’? Even within that ‘why’ it’s all about having as many memorable experiences with folks as I can. That fancy car will only be with you for so long, but memorable experiences last a lifetime. Transparent, collaborative, customer-focused.

Management 20

Management Culture Airlines Touchpoint 20

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. Rhonda Basler’s Tips For Change Creation. Go work it.

Communication 152

Communication Customer Experience Customer Journeys Government 152