{"id":32132,"date":"2020-04-28T00:00:00","date_gmt":"2020-04-28T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-rowan-trollope\/"},"modified":"2023-02-08T16:17:29","modified_gmt":"2023-02-08T16:17:29","slug":"amazing-business-radio-rowan-trollope","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/","title":{"rendered":"Humanize the Customer Experience with Rowan Trollope"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location.<\/li>\r\n \t<li>One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration. Communication technology (such as Zoom, Microsoft Teams and Slack) can help combat this.<\/li>\r\n \t<li>The biggest mistake companies make when converting to a remote workforce is attempting to recreate the in-office environment. Companies must be flexible and embrace the differences\u2014and benefits\u2014working remotely provides.<\/li>\r\n \t<li>Asynchronous work is a huge benefit of working from home. For this to work, managers must trust their employees to do their job and focus on the things that matter. If they do, often employees will come up with more innovative solutions to get their work done.<\/li>\r\n \t<li>Humanize the remote working experience. Without \u201cwater cooler conversations,\u201d we should encourage people to share information and details from their lives with their team. This will help teams stay connected while being physically distant.<\/li>\r\n \t<li>Businesses need to find a way to connect and communicate authentically and empathetically with their customers without a physical presence. Video and voice channels are ideal\u2014but other options may be more feasible or efficient.<\/li>\r\n \t<li>The use of emojis is a great way to humanize a digital interaction. Emojis\u2014and even animated GIFs or memes\u2014soften the tone of text and add empathy.<\/li>\r\n \t<li>Flexibility between channels of communication is imperative. Consumers want to be able to switch seamlessly between channels without having to start over.<\/li>\r\n \t<li>The customer experience starts with the employee experience, and the employee experience starts with leadership. Treat your employees with empathy, authenticity and vulnerability, and they will treat customers better and create a better outcome for your business.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cIn the customer service world, the experience that you deliver to your customers is going to start with how you treat your teams\u2014how you treat your own employees. Having compassion for your employees and being authentic with those employees is what\u2019s defining brands right now.\u201d\r\n\r\n\u201cIncreasingly, customers expect and will do business with the companies that give them the best customer service experience, not necessarily the best product.\u201d\r\n\r\n\u201cA lot of working from home comes down to manager trust. If the manager can trust employees to do their jobs and focus on the things that matter, often those employees are going to figure out new and more innovative ways to get their work done.\u201d\r\n<h3><strong>About:<\/strong><\/h3>\r\n<a href=\"https:\/\/www.linkedin.com\/in\/rowant\/\" target=\"_blank\" rel=\"noopener noreferrer\">Rowan Trollope<\/a> is CEO of <a href=\"https:\/\/www.five9.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Five9<\/a>, a leading provider of cloud contact center software for the enterprise. He is a recognized Silicon Valley leader with a depth of experience in software solutions and cloud innovation.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\">Shep Hyken<\/a> is a customer service and experience expert, <em>New York Times<\/em> bestselling author, award-winning keynote speaker, and your host of <em>Amazing Business Radio<\/em>.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>How does the employee experience affect the customer experience?<\/strong><\/li>\r\n \t<li><strong>How can I help my team stay connected while working remotely?<\/strong><\/li>\r\n \t<li><strong>What do customers want when communicating with a company?<\/strong><\/li>\r\n \t<li><strong>How can technology improve my customer experience?<\/strong><\/li>\r\n \t<li><strong>Should I use emojis in business emails?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location. One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration. Communication technology (such as Zoom, [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38207,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[5108,6197,6204],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Humanize the Customer Experience with Rowan Trollope - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Flexibility between channels of communication is imperative. Consumers want to be able to switch seamlessly between channels without having to start over.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Humanize the Customer Experience with Rowan Trollope - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Flexibility between channels of communication is imperative. Consumers want to be able to switch seamlessly between channels without having to start over.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-28T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T16:17:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Rowan-Trollope-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Humanize the Customer Experience with Rowan Trollope\",\"datePublished\":\"2020-04-28T00:00:00+00:00\",\"dateModified\":\"2023-02-08T16:17:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\"},\"wordCount\":539,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Rowan-Trollope-ABR-PHOTO.jpg\",\"keywords\":[\"customer experience solutions\",\"working remote\",\"virtual communication\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/\",\"name\":\"Humanize the Customer Experience with Rowan Trollope - Shep Hyken | Customer Service Expert\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-rowan-trollope\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Rowan-Trollope-ABR-PHOTO.jpg\",\"datePublished\":\"2020-04-28T00:00:00+00:00\",\"dateModified\":\"2023-02-08T16:17:29+00:00\",\"description\":\"Flexibility between channels of communication is imperative. 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