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

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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. Connect with Shep on LinkedIn.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

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. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

OCTOBER 10, 2023

We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employee experience (EX). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. So, let’s not get caught up in the semantics of these two sentences.

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 70

Customer Service Knowledge Base Data Retail 70

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Advantage Communications

JULY 30, 2020

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

Contact Center 91

Contact Center Culture Company Customer Service Strategies 91

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. It is expected.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 16, 2024

What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Don’t be just good enough. Don’t be ordinary. Elevate the ordinary.

Hotels 144

Hotels Customer Service Training Customer Service Training 144

ShepHyken

JULY 20, 2021

Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. How does process mapping improve the employee experience?

Chatbots 155

Chatbots Employee Experience Customer Engagement Engagement 155

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 93

Customer Service Social Media Tips Trends 93

Think Customers

JULY 16, 2020

Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.

Strategy 52

Strategy Contact Center How To Customer Service Strategies 52

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.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

Think Customers

MAY 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. 1: Employee experience is a necessity.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

ShepHyken

JUNE 27, 2023

My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Sell it at a fair price. Be nice to everyone. It’s the basics.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. CX equals EX to the power of DX.”.

Technology 97

Technology Video ROI Employee Experience 97

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 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

JANUARY 12, 2021

The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency and agility. The employee experience has a huge impact on the customer experience. Employee needs will continue to change moving forward. How can I improve the employee experience?

Customer Centricity 75

Customer Centricity Return on Investment Employee Experience Leadership 75

Call Center Pros

AUGUST 27, 2018

But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. 10 Best Customer Service Books.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

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 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

FEBRUARY 21, 2023

So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. There are methods to prove the ROI of CX investments, find a method that works for your company.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 96

Employee Experience Hotels Video Culture 96

ShepHyken

DECEMBER 8, 2020

They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together. Customer success and customer service are not the same, but they are closely related.

Customer Satisfaction 90

Customer Satisfaction Customer Success Employee Experience Customer Journeys 90

Playvox

FEBRUARY 13, 2023

Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

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

SEPTEMBER 29, 2022

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It’s not about what’s on the walls. It’s what happens between the walls that counts! .

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Call Experts

JANUARY 29, 2020

Our dashboards provide the data you need to guarantee a seamless customer service strategy. How to Provide Personalized Customer Service. Customer Journey Mapping. Stay relevant and super-serve your customers with employee training. Impact of Customer Experience on Churn and Retention.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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). But customer service is not enough.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198