ShepHyken

DECEMBER 16, 2019

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Do customers really want to take your survey? Many will, but do they really want to?

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

ShepHyken

APRIL 22, 2019

(Salesforce) Did you know many customer service departments are still in dinosaur mode? They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

JULY 27, 2022

Employees enjoy their coworkers. Like the boss, employees may be on their way out if they don’t like the people they work with. . The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. that is important to the employee. Follow on Twitter: @Hyken.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

DECEMBER 1, 2021

Brian Kealy, the CEO of Baptist Health South, a healthcare system in Southern Florida, believed that if you have the right culture and treat your employees in such a way that they would never want to find another job, they will treat customers (patients and their families) the same way.? . Follow on Twitter: @Hyken.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

Bill Quiseng

JANUARY 10, 2022

Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. No longer are people taking second or third seats to profits or work.

Leadership 167

Leadership Culture Loyalty Engagement 167

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. Tough question.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Does this remind you of one of your customers? Now, how does the socializer define a successfully customer experience?

Training 151

Training Customer Service How To Employee Engagement 151

ShepHyken

FEBRUARY 7, 2023

So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

JUNE 19, 2018

But be cautious of mandating their use, as encouraging disengaged employees to fake a persona can be damaging. Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. We hear this in our own conversations with customer service leaders.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

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

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? They must be just as customer-centric as your cashier or receptionist. Is it habitual or often a one-time event?

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

Up Your Service

MARCH 24, 2015

Have a meeting and say, “We want learning from mistakes to be part of our culture.” The fact is, frontline service people cannot give better service when they aren’t being well served internally by colleagues from other departments. Have mistake meet-ups. Have your leaders kick off the meeting by saying, “I’ll go first.

Tips 40

Tips Hotels Culture Customer Service Training 40

Stella Connect

FEBRUARY 20, 2018

We recently asked Petra Wise, Director of Customer Service for ezCater, to explain how the company has convinced so many of its agents to stay. ezCater customer service agents watching the positive feedback flow in from customers through Stella Connect. Focus #1: Build a Culture of Service.

Contact Center 40

Contact Center Effort Score Culture Connections 40

Kustomer

FEBRUARY 25, 2021

Helping Employees Identify Their Purpose. When shaping a company culture, two of the most important things customer experience leaders can do is to align their CX reps with the company values and to help reps find a purpose in their roles. Creating a Culture of Learning by Habit. Both of those are extremely vital.”

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Up Your Service

JANUARY 22, 2018

This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization? Business leaders only need an overview of service training content, not actual participation. Sustainable service education requires application.

Training 61

Training Culture Leadership Tools 61

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The biggest excuse?

Contact Center 62

Contact Center Culture Conference Call Center 62

Service Untitled

JUNE 2, 2011

Training: Depending on the industry, most people place value on training. Whether it is customer service training or mechanic training, most customers feel a level of comfort in knowing the people who are taking care of their needs have had the appropriate training to do so.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43

ShepHyken

NOVEMBER 13, 2017

Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

Qualtrics

DECEMBER 14, 2021

Many companies lack the proper infrastructure, technology, and bandwidth to carry out the type of coaching and customer service training they were doing in person for remote employees. Agents need to learn technical skills , customer interaction best practices, product knowledge, and support workflows.

Management 26

Management How To Effort Score Interaction 26

Integrity Solutions

SEPTEMBER 2, 2021

Consider that 48% of dissatisfied customers will tell friends personally about their (bad) experience or post their negative experiences on social media. You could even start losing some of your best and brightest employees. Rationally Satisfied Customers. Link customer loyalty and employee engagement metrics.

Loyalty 75

Loyalty Competitive Advantage Customer Centricity Culture 75