ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. My Comment: What’s your ROX (Return on experience)? This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! There, I said it.

Contact Center 103

Contact Center Employee Experience Employee Engagement Training 103

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! There, I said it.

Contact Center 82

Contact Center Employee Experience Employee Engagement Training 82

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! There, I said it.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ShepHyken

AUGUST 24, 2020

To achieve this feat, it’s vital to account for your employee’s satisfaction, who deals with customers directly or indirectly. My Comment: If you want a good customer experience, then take a look at the inside of your business or organization at the employee experience. That’s where it starts.

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

Experience Investigators by 360Connext

MAY 16, 2023

Why Proactive Customer Experiences Win Most organizations set up customer journeys in a way that is reactive. They appreciate how the contact center agents resolve customer issues. Customers appreciate proactive communications and problem-solving. Sometimes it’s about avoiding the problem altogether.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Ensuring A Positive Employee Experience by Brian Berns. I like that this article emphasizes that companies that learn how to use AI-powered bots supported by human “escape hatches” will provide a better experience.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 101

Contact Center Entertainment eBook Culture 101

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. 13 November 2017.

Call Center 111

Call Center Contact Center Training Study 111

Think Customers

NOVEMBER 16, 2022

Locking in valuable customer relationships is a strategic capability that allows firms to stay extremely close to customers to gain valuable insight on where to make incremental investments that will generate ROI quickly and improve the experience.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too! Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

OCTOBER 5, 2020

Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! How to rethink customer and employee experience: 4 strategies by Donna Tuths.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

JANUARY 29, 2018

(Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. The aim is to modernize customer services. Great resource! Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Social Media Tips Trends 92

VDS

JULY 22, 2020

And be sure to capture lessons learned and let this unprecedented time serve as a launching pad to improve your business, policies, and of course, the employee and customer experiences. Be prepared to have conversations with employees about working from home and look for areas where you can be flexible.

Connections 52

Connections How To Contact Center Policies 52

Think Customers

DECEMBER 13, 2021

It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization. Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. 27. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. More Departments have made CX a priority, building CX goals into their strategic plans.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

Verint

JANUARY 19, 2018

The Engage Global Customer Awards recognize individuals and their respective companies for outstanding accomplishments over the past year in the following categories: Simplifying customer engagement: Leveraging Verint solutions to be agile and responsive to the increasingly demanding expectations of your customers.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

VDS

MAY 6, 2020

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well-positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

See, I’m already flustered, what’s your best or worst employee experience, Jeff? So I will be honest, it’s been 17 years since I’ve been an employee. So there’s a few experiences that were really vivid, but it’s been a long, long time ago. It’s exciting. Jeff Toister.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Verint

APRIL 9, 2018

Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interaction begins. That’s where knowledge management solutions step in.

Self Service 28

Self Service Management Knowledge Base Omni-Channel 28

Verint

DECEMBER 1, 2017

So, LV= chose Verint Workforce Optimization to bring the organization together on one platform, enabling it to reach a customer satisfaction score of 86%, one of the highest customer retention rates in the market, continued company growth, and a strong customer and employee experience across a variety of channels.

Customer Experience 35

Customer Experience Customer Retention Customer Satisfaction Financial 35