ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Bean stood behind every sale.

Customer Service 85

Customer Service Net Promoter Score Airlines Contact Center 85

CSM Magazine

AUGUST 23, 2022

The value of providing superior customer service can’t be overstated. The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Chatbots Retail B2C 85

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

JUNE 5, 2023

But when reducing overall costs, executives believe customer support just gets a trim — a little off the top — and as a result, won’t suffer any serious consequences. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Connect with Shep on LinkedIn.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

JULY 25, 2022

This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. They also need to think about employees.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

APRIL 16, 2023

The first tip has an interesting take on understanding what truly motivates your customers. I also like the second tip’s reminder to focus on the relationship over the sale. Imagine some of your best customers meeting with you to help you understand how to best take care of them – and other customers.

Customer Service 10

Customer Service Tips Loyalty Employee Experience 10

ShepHyken

OCTOBER 16, 2023

What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company. It includes the entire experience, from initial contact to final sale and beyond. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

JANUARY 30, 2023

My Comment: The last thing you want to do when times are tough are to cut places where the customer will notice. Customer service and support become more important than ever in difficult times. Sales may slow, but don’t give reasons for customers to not come back when they are ready. Follow on Twitter: @Hyken

Customer Service 23

Customer Service Banking Effort Score Tips 23

Integrity Solutions

SEPTEMBER 2, 2021

Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty. In fact, there are a myriad of statistics showing direct links between the employee experience and the customer experience, none more powerful than the fact that companies with highly-engaged employees outperform competitors by 147%.

Loyalty 75

Loyalty Competitive Advantage Customer Centricity Culture 75

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. Her areas of expertise include market research, program management, marketing, instructional design, and training.

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. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. It’s not enough to know that happy employees equals happy customers.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

JANUARY 15, 2018

A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. ” This article points out the importance of making philanthropy a part of the customer experience.

Customer Service 0

Customer Service Survey Infographics Tips 0