ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). What are we doing to make it easy for employees to do their jobs?

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. Employees want to feel excited about going to work.

Insurance 150

Insurance Employee Experience Culture Customer Service Training 150

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. What an honor. Thank you, Chalmers Brown, for including me.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 68

Culture Employee Experience Customer Service Training Training 68

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 124

Customer Service Training Training Employee Experience Company 124

ShepHyken

DECEMBER 18, 2019

Participate in conversations on social platforms and become part of the online customer community. It’s an opportunity to engage. Have a contest where everyone submits a creative—even unusual—customer service or experience idea. Don’t forget that customer experience starts with employee experience.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 67

Customer Service Self Service Banking Culture 67