ShepHyken

JANUARY 11, 2023

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). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more.

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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

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

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Customer Service Training User Experience Customer Experience Employee Experience 117

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.

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Culture Employee Experience Customer Service Training Training 68

ShepHyken

FEBRUARY 21, 2023

While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top. It’s simply consistently meeting or (ever so slightly) exceeding expectations.

Customer Experience 68

Customer Experience Customer Service Training Customer Retention Loyalty 68

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Service Training Training Video Customer Experience 127

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. We often spend a month preparing for a full-day meeting to help our clients create their mantra. Don’t forget that customer experience starts with employee experience.

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