CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

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

Playvox

FEBRUARY 13, 2023

Related Article: Why Sweaty Betty Doesn’t Sweat Quality Management Impact Of Quality Management On Customer Retention Poor experiences send customers out the door, and it’s vastly more expensive to acquire new customers than to hang on to the ones you have. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

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

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.

Customer Service Training 124

Customer Service Training Training Employee Experience Company 124

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. And, since we’re on the topic of building….

Culture 59

Culture Employee Experience Insurance Government 59

ShepHyken

JUNE 4, 2018

The concepts of “delight” or “ going above-and-beyond” are reserved for specific opportunities, such as a special occasion or a service failure. Most of the time, service should be friendly and engaging. However, certain levels of service can make you stand out. To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Call Experts

JANUARY 29, 2020

Our dashboards provide the data you need to guarantee a seamless customer service strategy. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Integrity Solutions

OCTOBER 27, 2021

Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture. Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training.

Customer Service 67

Customer Service Self Service Banking Culture 67

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Is parking a nightmare?

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Think Customers

JUNE 1, 2020

Government agencies are looking at the whole continuum—evaluate, trace, and care—to contain the spread and engage the community in new ways. And you can simplify the employee experience by using bots to automate?parts The speed and scale of the virus means a new approach is essential. Automation, meanwhile, optimizes?time

Government 52

Government Roadmap Contact Center Chatbots 52

Think Customers

MAY 13, 2020

Here are three takeaways from the discussion that are essential for providing meaningful engagement in this very different looking world. 1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Customers Rock!

MAY 5, 2011

It is not a social media book (more on that in The Story below), but social media is woven throughout the book (as it should be woven throughout a company’s marketing and customer service strategies). It is also not a customer service book (but that is an important tenet). for being so gracious).

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret?

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Think Customers

FEBRUARY 16, 2021

Find those places along the journey where automation will reduce effort, and where it can make it simple and easy for customers to have their needs met and for agents to do their jobs successfully. As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Think Customers

JULY 2, 2019

“We’ve experienced the age of the customer and now the age of the employee is upon us,” Matulich said. The understanding that great customer experiences are impossible without great employee experiences was a major theme at the conference.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

SmartKarrot

SEPTEMBER 8, 2021

When you put your customer at the heart of everything, you tend to understand a customer better, delve into their surveys and data, personas, and route through their journey mapping. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.

Customer Experience 11

Customer Experience Social Media Customer Journeys Customers 11

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 19, 2020

Customers’ expectations have now increased, driving the need for better customer service up even higher. There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume.

Self Service 94

Self Service CRM Customer Service Strategies Strategy 94

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. She recently wrote the book on customer understanding ! Adrian Swinscoe. Bill Quiseng. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Think Customers

OCTOBER 11, 2021

Advancements in this software can review and analyze freeform answers with scale and speed by identifying key words that signal great experiences to bad experiences, and a wide range in between. If customers know that an organization will take action based on their feedback, they are more likely to provide accurate responses.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18