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Latest "Customer Experience" Posts

James Dodkins on Putting the Employee First, the Customer Second

It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction?

Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus.

 

 

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So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked the cashier if they had any spoons. He pointed to where they weren’t. I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon. Continue reading

Judy Hoberman Shares Tips for a Better Customer Experience

Are you looking to deliver a better customer experience? Then you are in the right place!

Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience.

 

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Murph Krajewski Shares Keys to Creating Better Customer Support Experiences

Do your customer facing employees have everything they need to do their jobs properly?

Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships.

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This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken Continue reading