ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Here are my top five picks from last week.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). I love to make a list.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. it’s more important than ever to tell customers exactly what’s going on.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

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. Feldberg & Tami Kim.

Customer Service 75

Customer Service Airlines CRM Social Media 75

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service.

Customer Service 60

Customer Service Customer Service Training Customer Satisfaction Hotels 60

ShepHyken

FEBRUARY 7, 2023

So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Customer Service Training 122

Customer Service Training Training Employee Experience Company 122

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee Engagement 94

Employee Engagement Leadership Customer Service Training Culture 94

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. So, I encourage you to adopt and embrace the “act like an owner” mindset inside your organization.  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Insurance 101

Insurance Customer Service Training Meeting Leadership 101

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. Tough question.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And neither will your customers. Enroll today.

Customer Care 78

Customer Care Training Customer Service Training Interaction 78

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . The best employees don’t just work for a paycheck. Follow on Twitter: @Hyken.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

FEBRUARY 3, 2021

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. If you work together with your people, you can focus your efforts on fixing what’s broken.

System 145

System Customer Service Training Training Management 145

ShepHyken

APRIL 15, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Sports 140

Sports Entertainment Customer Service Training Examples 140

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Most customer support agents care.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

JULY 27, 2022

You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. The post Exit Interviews and Staying Interviews?

Culture 67

Culture Employee Experience Customer Service Training Training 67

CSM Magazine

JANUARY 19, 2023

Focus on Employee Engagement Programs Workplace engagement programs are designed to keep employees connected with their peers while helping organizations build positive working relationships with existing team members throughout the year. For example, if the job is for data capturing, you can conduct a typing test.

Communication 52

Communication Software Training Course 52

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. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: This is a very robust article focused on employee satisfaction. Here are my top five picks from last week.

Customer Service 25

Customer Service Customer Retention Trends Airlines 25

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. We hear this in our own conversations with customer service leaders.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Comm100

JUNE 19, 2018

We’re starting off with the opening keynote of Tuesday, May 22nd – “Inspiring Customer Service Excellence” from Ernesto Salas, Business Programs Senior Facilitator at the Disney Institute. So, following Ernesto/Sergio’s example, should you ask your employees to adopt an alias, in an effort to improve customer service?

Contact Center 101

Contact Center Entertainment eBook Culture 101

Customer Enthusiast

NOVEMBER 5, 2018

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. So-called “soft skills” training on topics like customer service and conflict resolution are likely near the top of that list.

Training 59

Training Return on Investment Customer Service Training Exercises 59

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. Focus #1: Build a Culture of Service. Call us and a real Customer Service Ninja will answer.

Contact Center 40

Contact Center Effort Score Culture Connections 40

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Integrity Solutions

FEBRUARY 15, 2019

And the consequences of that constant turnover can be felt in a number of ways, from hiring, onboarding, training and productivity costs to the impact on service quality and consistency. In fact, some of the things managers are doing might actually be interfering with employee engagement, retention and goal achievement.

Contact Center 78

Contact Center Training Employee Engagement Technology 78

Up Your Service

MARCH 24, 2015

Soon uplifting service to customers and colleagues will have taken hold in every level of your organization. Read: Tips for Building A Strong Customer Service Team – Part One. The post Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two appeared first on UP Your Service.

Tips 40

Tips Hotels Culture Customer Service Training 40

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Several big benefits flow from this wealth of data.

Training 40

Training Management Call Center Connections 40

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. For many years, there has been a stranglehold of the “Profits over People” mentality on business.

Leadership 167

Leadership Culture Loyalty Engagement 167

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. You can’t because you’re constantly training new staff. TRANSCRIPT. Intro Voice: (00:04). I love that.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Qualtrics

DECEMBER 14, 2021

Having an effective customer service team can be a make or break for your business. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand. Customer service coaching.

Management 26

Management How To Effort Score Interaction 26

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from. Customer Service Skill #1. Adopt The “Everyone is a Customer” Mentality.

Customer Service 99

Customer Service Strategy Culture Call Center 99