The DiJulius Group

JANUARY 2, 2023

The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. The results are in! I recommend sharing this with your entire team. 6 Reasons Your. Read Full Article.

Employee Experience 111

Employee Experience Customer Experience Leadership Video 111

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. How can you measure the employee experience?

Employee Experience 87

Employee Experience Net Promoter Score NPS Retail 87

SaleMove

OCTOBER 12, 2022

Banks that focus on the employee experience will attract strong customer service representatives, survive and even thrive in the Great Resignation. The post From Great Resignation to Great Employee Experience: Get Digital appeared first on Glia Blog | Digital Customer Service Explained.

Employee Experience 83

Employee Experience Customer Service Representative Banking Customer Experience 83

The DiJulius Group

DECEMBER 13, 2021

The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. The results are in! Read Full Article.

Employee Experience 124

Employee Experience Customer Experience Video Groups 124

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 204

Customer Service Self Service Chatbots Healthcare 204

GetFeedback

MARCH 24, 2021

Goals can improve your overall customer service, customer retention, employee experience, and more.

Customer Service 195

Customer Service Measurement How To Customer Retention 195

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

Customer Service 78

Customer Service Government Employee Experience Video 78

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. That is what builds the foundation of a successful customer-focused culture. For information, contact 314-692-2200 or www.hyken.com.

Employee Experience 132

Employee Experience Culture Video Customer Service Training 132

SaleMove

APRIL 8, 2022

Credit union improves the employee experience with Digital Customer Service and boosts the customer experience in the process. The post Improve Employee Experience to Reverse the Great Resignation appeared first on Glia Blog | Digital Customer Service Explained.

Employee Experience 57

Employee Experience Customer Experience Customer Service Customers 57

SaleMove

APRIL 8, 2022

Credit union improves the employee experience with Digital Customer Service and boosts the customer experience in the process. The post Improve Employee Experience to Reverse the Great Resignation appeared first on Glia Blog | Digital Customer Service Explained.

Employee Experience 56

Employee Experience Customer Experience Customer Service Customers 56

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). When you do, you’ll have a better 2024 – and so will your customers!

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience Employee Engagement Survey Software 59

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably.

Self Service 207

Self Service Customer Service How To Contact Center 207

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CMSWire) ECM and content services, while related, are not the same.

Customer Service 134

Customer Service Employee Experience Customer Service Training Strategy 134

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. It is about putting yourself in the customer’s “shoes” and their state, thoughts, and feelings.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers. It’s what drives our business.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

BlueOcean

AUGUST 30, 2018

But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution. Digital disruption and shifting customer habits are impacting customer service on a micro and a macro level every day.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Customer Bliss

FEBRUARY 23, 2018

Best Buy wanted to understand how to improve the employee experience, and started looking within. By understanding the retail user experience, and rethinking how to train employees to make them more efficient in their jobs, Best Buy has been able to invest in support for both customer and product interaction.

Employee Experience 165

Employee Experience Retail Financial Training 165

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. That is what builds the foundation of a successful customer-focused culture. For information, contact 314-692-2200 or www.hyken.com.

Employee Experience 62

Employee Experience Culture Video Customer Service Training 62

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Ensure these channels are accessible, responsive, and offer a seamless experience across devices.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 192

Government Customer Service Chatbots Effort Score 192

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Benefits of Simulation Training.

Training 93

Training Customer Service Contact Center Chatbots 93