26 min

Humanizing the Customer Experience: Recipes for Customer Success (Part 1) w/ Shep Hyken Conversations That Matter: A Podcast For Contact Center Professionals

    • Management

What is customer experience? Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers? The truth is, a lot of us don't’ really realize what customer experience is until we’ve had an outstanding experience. One that absolutely blew our socks off.  
It’s the reason that people make YouTube videos of themselves unboxing iPhones and iPads. Because Apple understands that every part of the product is tied to the customer experience.  
 
In part 1 of this 2 part episode, we sit down with author, keynote speaker and customer service expert Shep Hyken to talk all about:   

Best practices around customer service and customer experience 
Why he thinks that customer experience isn’t a department, but a philosophy 
The “Apple Experience,” and how even something as simple as packaging can enhance customer experience 
Why happier employees mean a more successful company 

What is customer experience? Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers? The truth is, a lot of us don't’ really realize what customer experience is until we’ve had an outstanding experience. One that absolutely blew our socks off.  
It’s the reason that people make YouTube videos of themselves unboxing iPhones and iPads. Because Apple understands that every part of the product is tied to the customer experience.  
 
In part 1 of this 2 part episode, we sit down with author, keynote speaker and customer service expert Shep Hyken to talk all about:   

Best practices around customer service and customer experience 
Why he thinks that customer experience isn’t a department, but a philosophy 
The “Apple Experience,” and how even something as simple as packaging can enhance customer experience 
Why happier employees mean a more successful company 

26 min

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