InMoment XI

DECEMBER 19, 2022

Journey mapping workshops help you predict and plan for changes in customer behavior, so while your competitors are scrambling to adapt, you’re prepared to meet the evolving needs of the market. That’s why survey builders need to consider how to gather feedback at every touchpoint in real time.

Survey 493

Survey Customer Journeys How To Touchpoint 493

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. EX Initiatives This list for employee experience initiative expenses will look similar to #4.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

APRIL 16, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 151

Hotels Customer Service Training Customer Service Training 151

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. It’s ALL about keeping promises with CX. The post Promises, Promises, Promises. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 80

Customer Service Government Employee Experience Video 80

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

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Experience B2C Hospitality 64

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Connect with Shep on LinkedIn.

Exercises 122

Exercises Touchpoint Customer Service Training Customer Service 122

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Connect with Shep on LinkedIn.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

DECEMBER 3, 2023

Used the right way, it may even help you create more tailored and personalized customer experiences! Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

ShepHyken

OCTOBER 1, 2023

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. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Genesys and Thrive partner to support call center agent well-being, aiming to help organizations transform their relationship with employees and improve the employee experience.

Contact Center 52

Contact Center Call Center Exercises Resources 52

ClearAction

NOVEMBER 11, 2022

Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. This allows management to remove roadblocks, applaud progress, and keep in-tune with what customers will experience.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

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

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. You must view it as the process that it is, otherwise there's no point in mapping.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

CX Journey

APRIL 4, 2018

In the forty-minute interview , we covered a lot of territory, including: What journey maps are and why they are so powerful How journey maps differ from process maps and service blueprints - and why all are important to improving the customer experience Why it's important to consider customer emotions - and why it's important to distinguish between (..)

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Assure your customer experience mission is defined and communicated. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Empowering Teams and Enhancing Tools To truly excel in customer experience (CX), strategic investments must be thoughtfully planned and executed.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. Contact me to learn more about bringing one of my virtual keynotes, workshops and presentations to your next meeting. One millimeter at at time.

Meeting 89

Meeting Video Conference Communication 89

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. .” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

JANUARY 6, 2020

Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. The best customer experience starts with a great employee experience. My Comment: What if you could offer your customers, not a five-star experience, but an eleven-star experience? What would that look like?

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. You have an opportunity to attend a chatbot factory or a digital agent desktop workshop supervised by eGain product experts. It is the Knowledge Management conference your CX needs.

Conference 87

Conference Self Service Chatbots Contact Center 87

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Calabrio

MAY 10, 2019

In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. How Superior Employee Experience Drives Superior Customer Experience. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Lumoa

MAY 5, 2022

About the authors Allegro is a Norwegian Communication and Technology bureau specializing in Customer Experience strategical consulting, co-creative workshops, and experience design processes. Contact Allegro’s CX Consultant, Joanna Carr, to learn more about developing and implementing a Customer Experience strategy.

Strategy 277

Strategy Customer Experience How To Analysis 277

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. If everyone is an internal client of everyone else in your organization, then who are your customers? First, they create top-of-mind lists of internal clientele they serve.

Exercises 88

Exercises Innovation Leadership Report 88

One Millimeter Mindset

JUNE 2, 2020

Contact me here to discover and discuss how I can best serve you with my keynotes, breakout sessions and workshops. Tell the Stories Employees and Clients really need to Hear. I’d love to bring that timely and relevant keynote, breakout session, workshop to your next team, organization, or conference table. Build trust.

Conference 80

Conference Communication Innovation Tools 80

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Leadership 89

Leadership Course Meeting Communication 89