Shep Hyken's Blog, page 14
January 20, 2025
Building Unbreakable Customer Partnerships with Christoph Senn
Strengthening Business Partnerships Using the Triple Fit Strategy
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the Triple Fit Strategy?
What is the key to building lasting customer relationships?
Why do companies need to shift from a transactional relationship with their customers to a partnership?
How can a business differentiate itself amidst competition?
How can businesses add more value to their customers?
Top Takeaways
There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.
The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.
Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they’re more likely to stay as your customer and even advocate for your business to others.
The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties’ strategies, and making the business relationship sustainable.
It’s not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.
While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer’s needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.
Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!
Quotes:
“In business, your goal should not be just to cut costs or offer products. It’s about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers’ priorities.”
“Building lasting customer relationships goes beyond just selling a product It’s about partnering with your customers to work toward shared goals as one unified team.”
“The key to standing out in the market isn’t just having a great product but creating a relationship that makes you indispensable to your customers. When you move beyond a transactional relationship to create a partnership, you will become your customer’s trusted adviser and get the first call for advice.”
About:
Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the Triple Fit Strategy?
What is the key to building lasting customer relationships?
Why do companies need to shift from a transactional relationship with their customers to a partnership?
How can a business differentiate itself amidst competition?
How can businesses add more value to their customers?
Top Takeaways
There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.
The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.
Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they’re more likely to stay as your customer and even advocate for your business to others.
The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties’ strategies, and making the business relationship sustainable.
It’s not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.
While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer’s needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.
Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!
Quotes:
“In business, your goal should not be just to cut costs or offer products. It’s about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers’ priorities.”
“Building lasting customer relationships goes beyond just selling a product It’s about partnering with your customers to work toward shared goals as one unified team.”
“The key to standing out in the market isn’t just having a great product but creating a relationship that makes you indispensable to your customers. When you move beyond a transactional relationship to create a partnership, you will become your customer’s trusted adviser and get the first call for advice.”
About:
Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 19, 2025
Top 5 Customer Service & CX Articles for Week of January 20, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Contact Center AI Is Triggering Customers. Here’s How to Course Correct by Floyd March
(CX Today) AI promises to transform the sector and become a significant force for good. But, so far, customers don’t see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service.
My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, “If your provider can’t offer you a route for assisted service, stop investing because it’s a failed strategy.” I love hearing that from Five9. (Our own CX research proves that statement true as the majority of customers still prefer the phone to self-service support options.
Stop Blindly Following ‘the Customer Is Always Right’ — Here’s What to Do Instead For the Sake of Your Employees by Milos Eric
(Entrepreneur) Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to prioritize building genuine relationships and empower employees to use empathy and their own judgment when addressing customer needs.
My Comment: If you’ve followed my work, you know one of my favorite concepts I’ve written about for years is: The Customer Is NOT Always Right! (But, they are always the customer, so let them be wrong with dignity and respect.) This article has a different spin on the adage. Following the concept of the customer is always right leads to “employee burnout, high turnover, and ironically, poor service quality.”
Creating Memorable Marketing Through Exceptional Customer Experience by Creating Memorable Marketing Through Exceptional Customer Experience
(CMSWire) CX in marketing is key to building lasting customer loyalty. Personalization and seamless journeys can make all the difference for your brand.
My Comment: Customer experience (CX) is marketing. It is that simple. If your strategy is to get more people interested in you, coming back to you, and knowing who you are and what you do, create the experience that excites them. CX doesn’t happen after the customer decides to buy. It happens the moment the customer finds you on a web search, then navigates a website, does their research, makes a purchase (online or in-person), and continues after that. Quoting the author, “CX is the ultimate differentiator. C-Suite leaders across the globe are recognizing that it’s no longer enough to market a product.”
New York to Unveil First-Ever Customer Experience Report by Julia Edinger
(Govtech.com) The state of New York’s inaugural Chief Customer Experience Officer Tonya Webster was appointed to shape the method, style and efficiency of government interactions. This week, the state is reporting on its progress.
My Comment: In the past few weeks, I’ve seen a number of articles about citizen service – which is customer service offered by the government for the benefit of the citizens. I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Last week, the ACSI announced that the federal government’s CX numbers are increasing. This article takes us beyond the federal government’s initiatives to the state level. New York’s first Chief Customer Officer, Tonya Webster, reports its progress with its efforts in three major areas that impact 95% of NY citizens: the Departments of Health (DOH), Labor, and Motor Vehicles (DMV). Maybe the phrase “It’s good enough for government work” will no longer apply. (Then who would we pick on?)
Customer Experience Predictions for 2025: Insights from the Field by Joseph Michelli
(CustomerThink) As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.
My Comment: My friend, Joseph Michelli, is one of the leading CX experts. When he has something to say (or write), I always pay attention. This article features CX predictions for 2025. His first prediction touts AI playing a more critical role in the customer journey, but he closes with a tip: Focus on training your team to complement AI tools rather than compete with them. In other words, AI is part of the answer to an amazing CX, not the only answer!
BONUS
Shep Hyken Talks Customer Experience, Loyalty, And The Power of Feedback by ASBN Newsroom
(America’s Small Business Network) On the latest edition of The Small Business Show, customer experience expert and bestselling author Shep Hyken joins us to discuss critical findings from his 2024 State of the Customer Service study. Together, we will explore the impact of improving survey responses and the importance of using customer feedback effectively.
My Comment: My friend, Jim Fitzpatrick, at America’s Small Business Network, took part in an interview we did last year and created a short article about “The Dangerous Customer.” In addition to the article, there’s a nice video interview that goes with it.
6 Steps to Improve Your Customer Experience by Matt Poe
(American Laundry News) In his book, I’ll Be Back, Shep Hyken, customer service/experience guru, writes about creating something he refers to as the “I’ll be back experience.” This involves six questions or steps for a business to take to create an experience where customers want to do business with you and want to keep coming back for more.
My Comment: Want to improve your customer experience? Check out this article, which features the six questions/steps for creating the “I’ll Be Back” experience (from my latest book). These six questions/steps work for any type of business in any industry.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Contact Center AI Is Triggering Customers. Here’s How to Course Correct by Floyd March
(CX Today) AI promises to transform the sector and become a significant force for good. But, so far, customers don’t see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service.
My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, “If your provider can’t offer you a route for assisted service, stop investing because it’s a failed strategy.” I love hearing that from Five9. (Our own CX research proves that statement true as the majority of customers still prefer the phone to self-service support options.
Stop Blindly Following ‘the Customer Is Always Right’ — Here’s What to Do Instead For the Sake of Your Employees by Milos Eric
(Entrepreneur) Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to prioritize building genuine relationships and empower employees to use empathy and their own judgment when addressing customer needs.
My Comment: If you’ve followed my work, you know one of my favorite concepts I’ve written about for years is: The Customer Is NOT Always Right! (But, they are always the customer, so let them be wrong with dignity and respect.) This article has a different spin on the adage. Following the concept of the customer is always right leads to “employee burnout, high turnover, and ironically, poor service quality.”
Creating Memorable Marketing Through Exceptional Customer Experience by Creating Memorable Marketing Through Exceptional Customer Experience
(CMSWire) CX in marketing is key to building lasting customer loyalty. Personalization and seamless journeys can make all the difference for your brand.
My Comment: Customer experience (CX) is marketing. It is that simple. If your strategy is to get more people interested in you, coming back to you, and knowing who you are and what you do, create the experience that excites them. CX doesn’t happen after the customer decides to buy. It happens the moment the customer finds you on a web search, then navigates a website, does their research, makes a purchase (online or in-person), and continues after that. Quoting the author, “CX is the ultimate differentiator. C-Suite leaders across the globe are recognizing that it’s no longer enough to market a product.”
New York to Unveil First-Ever Customer Experience Report by Julia Edinger
(Govtech.com) The state of New York’s inaugural Chief Customer Experience Officer Tonya Webster was appointed to shape the method, style and efficiency of government interactions. This week, the state is reporting on its progress.
My Comment: In the past few weeks, I’ve seen a number of articles about citizen service – which is customer service offered by the government for the benefit of the citizens. I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Last week, the ACSI announced that the federal government’s CX numbers are increasing. This article takes us beyond the federal government’s initiatives to the state level. New York’s first Chief Customer Officer, Tonya Webster, reports its progress with its efforts in three major areas that impact 95% of NY citizens: the Departments of Health (DOH), Labor, and Motor Vehicles (DMV). Maybe the phrase “It’s good enough for government work” will no longer apply. (Then who would we pick on?)
Customer Experience Predictions for 2025: Insights from the Field by Joseph Michelli
(CustomerThink) As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.
My Comment: My friend, Joseph Michelli, is one of the leading CX experts. When he has something to say (or write), I always pay attention. This article features CX predictions for 2025. His first prediction touts AI playing a more critical role in the customer journey, but he closes with a tip: Focus on training your team to complement AI tools rather than compete with them. In other words, AI is part of the answer to an amazing CX, not the only answer!
BONUS
Shep Hyken Talks Customer Experience, Loyalty, And The Power of Feedback by ASBN Newsroom
(America’s Small Business Network) On the latest edition of The Small Business Show, customer experience expert and bestselling author Shep Hyken joins us to discuss critical findings from his 2024 State of the Customer Service study. Together, we will explore the impact of improving survey responses and the importance of using customer feedback effectively.
My Comment: My friend, Jim Fitzpatrick, at America’s Small Business Network, took part in an interview we did last year and created a short article about “The Dangerous Customer.” In addition to the article, there’s a nice video interview that goes with it.
6 Steps to Improve Your Customer Experience by Matt Poe
(American Laundry News) In his book, I’ll Be Back, Shep Hyken, customer service/experience guru, writes about creating something he refers to as the “I’ll be back experience.” This involves six questions or steps for a business to take to create an experience where customers want to do business with you and want to keep coming back for more.
My Comment: Want to improve your customer experience? Check out this article, which features the six questions/steps for creating the “I’ll Be Back” experience (from my latest book). These six questions/steps work for any type of business in any industry.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
January 14, 2025
Customer Service and CX New Years Resolutions That Are Easy to Keep
One of our
Shepard Letter
subscribers recently asked, “How come you didn’t do an article on customer service or experience New Year’s resolutions?” Great question, and here’s my answer: “Ask and ye shall receive!” There are plenty of articles that have been published about how New Year’s resolutions are easily broken and, ultimately, useless. I’m going to approach this differently. Here are some resolutions that, if you’re already doing, you should continue to do. Or, if you’re not doing these, you should be. These are easy-to-implement strategies and tactics. So, if you make the commitment – as in a resolution – perhaps they will move from great ideas to successful practices.
By the way, if you’ve been following my work, you’ll recognize some, if not all, of these ideas. But it doesn’t hurt to be reminded of them.
So, here are seven customer service and CX resolutions that are easy to keep:
Respond quickly to customers – Quick response to customers increases their confidence in you. Create a “quick response standard” that will make most customers happy and live by it.
Find “friction points” in your process and eliminate them – To make this easy, consider eliminating just one a month. If you have a team meeting, I’m sure you’ll come up with plenty of friction points and outdated policies to change or eliminate.
Respond to customer feedback – If a customer takes the time to share feedback, let them know you received it. Even an automated response is better than nothing.
Treat employees like you want your customers to be treated (maybe even better) – This is what I refer to as The Employee Golden Rule. You can’t expect employees to treat customers any differently than they are treated by the management and leadership of the organization.
Create a customer advisory board – Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. If you haven’t done this, you’ll be amazed at the suggestions they are willing to share in this type of forum.
Create an employee advisory board – If you take The Employee Golden Rule to heart, you’ll create an employee advisory board. This is an opportunity for you to get feedback that will not only improve the experience for employees but also be felt by customers.
Always say “thank you” to your customers! – You’re probably doing this already, but it never hurts to reinforce how important it is to show appreciation.
So, resolve to do them.
I could go on with many more, but let’s stop at seven. While I refer to these as New Year’s resolutions, they are really concepts that should already be in place in your organization. So, resolve to do them. Even if you’re already doing many of them, it doesn’t hurt to have a reminder.
Happy New Year! May 2025 be your best year ever, with even better years to follow!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
How to Create Unforgettable Customer Experiences with Ronn Nicolli
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quotes:
“Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created.”
“In today’s digital world, online platforms give customers the ability to talk about the positive and the negative experiences they have with brands. But, often, it’s the negative that stands out and can create a negative voice for your brand.”
“With AI’s evolving capabilities, you’ll soon be able to market to a large market but with a personal touch. We can use our data about our customers to put something out that’s meaningful and will drive consumer action.”
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quotes:
“Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created.”
“In today’s digital world, online platforms give customers the ability to talk about the positive and the negative experiences they have with brands. But, often, it’s the negative that stands out and can create a negative voice for your brand.”
“With AI’s evolving capabilities, you’ll soon be able to market to a large market but with a personal touch. We can use our data about our customers to put something out that’s meaningful and will drive consumer action.”
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How Government (and Any Business) Can Transform Customer Experience with Gabriele Masili Copy
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 12, 2025
Top 5 Customer Service & CX Articles for Week of January 13, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman
(Grit Daily News) Diving deeper into the transformational role of AI in customer retention, we’re not just witnessing a shift. We’re at the forefront of a revolution that redefines the very essence of customer relationships. The narrative is changing from transactional encounters to continuous, engaging dialogues powered by AI. This isn’t merely about keeping the cash register ringing. It’s about fostering a community of advocates who believe in your brand as much as you do.
My Comment: Can AI create help a company create an emotional connection? It can when it’s used the right way. Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you don’t react to the customer’s past behavior. You anticipate what customers want and need. Huberman’s example is perfect: “It’s the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather.”
Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? by Nicholas Morine
(RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms. This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item — and the credibility of the manufacturer or vendor.
My Comment: Reviews are important. Our CX research finds that 84% of customers say ratings and reviews help them decide to make a purchase, but 85% believe some ratings and reviews are fake. So, who can you trust? This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. The article gives you an inside look at how some companies game the system. Be sure to read the expert commentary from the RetailWire Braintrust.
Why 2025 Will Not Be the Year of Hyper-Personalized CX by Foundever
(Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, you’re in for a shock. Despite all the genuine use cases as well as the ever-growing hope for future capabilities, you need to temper your CX strategy with a dose of reality. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.
My Comment: This is another article on AI, and this time, it’s about a highly, as in “hyper” personalized experience. Customers enjoy doing business with companies that know why they are. That’s the beginning of personalization. This article provides a great description of the opportunities and potential problems that organizations face when trying to create personalization.
3 Ways to Stay Close to Customers, Even at Scale by René Lacerte
(Inc. Magazine) Maintaining strong connections to customers is essential to business success. Here’s how to do it.
My Comment: I love how this article opens: “‘Familiarity breeds contempt’ does not apply in business.” The author goes on to explain why the opposite is true. Familiarity with customers means you know them, understand them, and can do business with them at a much higher level. The three ideas shared in the article will help you become more familiar with your customers – and, thereby, more successful as a company.
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025 by Rob Scott
(CX Today) Let’s face it – we’re all growing tired of the polished, LinkedIn-style corporate speak around customer experience. Sometimes you need the unvarnished truth from the frontlines. That’s where Reddit shines – it’s where CX professionals can drop the corporate mask and tell it like it is.
My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience. If you work in a call center, are a CX leader, or use AI to create a better experience, there is a community for you.
BONUS
Top Sales Awards Podcast 2024 by Top Sales Magazine
My Comment: I’m honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and I’m especially pleased that a customer service/CX show was recognized in a sales magazine. Thank you, TSM, for this honor!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman
(Grit Daily News) Diving deeper into the transformational role of AI in customer retention, we’re not just witnessing a shift. We’re at the forefront of a revolution that redefines the very essence of customer relationships. The narrative is changing from transactional encounters to continuous, engaging dialogues powered by AI. This isn’t merely about keeping the cash register ringing. It’s about fostering a community of advocates who believe in your brand as much as you do.
My Comment: Can AI create help a company create an emotional connection? It can when it’s used the right way. Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you don’t react to the customer’s past behavior. You anticipate what customers want and need. Huberman’s example is perfect: “It’s the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather.”
Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? by Nicholas Morine
(RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms. This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item — and the credibility of the manufacturer or vendor.
My Comment: Reviews are important. Our CX research finds that 84% of customers say ratings and reviews help them decide to make a purchase, but 85% believe some ratings and reviews are fake. So, who can you trust? This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. The article gives you an inside look at how some companies game the system. Be sure to read the expert commentary from the RetailWire Braintrust.
Why 2025 Will Not Be the Year of Hyper-Personalized CX by Foundever
(Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, you’re in for a shock. Despite all the genuine use cases as well as the ever-growing hope for future capabilities, you need to temper your CX strategy with a dose of reality. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.
My Comment: This is another article on AI, and this time, it’s about a highly, as in “hyper” personalized experience. Customers enjoy doing business with companies that know why they are. That’s the beginning of personalization. This article provides a great description of the opportunities and potential problems that organizations face when trying to create personalization.
3 Ways to Stay Close to Customers, Even at Scale by René Lacerte
(Inc. Magazine) Maintaining strong connections to customers is essential to business success. Here’s how to do it.
My Comment: I love how this article opens: “‘Familiarity breeds contempt’ does not apply in business.” The author goes on to explain why the opposite is true. Familiarity with customers means you know them, understand them, and can do business with them at a much higher level. The three ideas shared in the article will help you become more familiar with your customers – and, thereby, more successful as a company.
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025 by Rob Scott
(CX Today) Let’s face it – we’re all growing tired of the polished, LinkedIn-style corporate speak around customer experience. Sometimes you need the unvarnished truth from the frontlines. That’s where Reddit shines – it’s where CX professionals can drop the corporate mask and tell it like it is.
My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience. If you work in a call center, are a CX leader, or use AI to create a better experience, there is a community for you.
BONUS
Top Sales Awards Podcast 2024 by Top Sales Magazine
My Comment: I’m honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and I’m especially pleased that a customer service/CX show was recognized in a sales magazine. Thank you, TSM, for this honor!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
January 7, 2025
A Look Back at the Top Articles and Podcasts of 2024
We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy – and learn from these “history lessons.” Top Five Shepard Letter Blogs – My weekly blog is available on the website and is also emailed to subscribers. Some people have told me they love the cartoons and don’t read the articles. Here is the best from 2024:
Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Typically, nobody wants to hear bad news, but if you must relay it, do it quickly.
Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. This year, I shared five ideas to inspire, motivate, and appreciate your employees.
Top Customer Service and CX Predictions and Trends for 2024 : Each year, I make observations based on what I see and hear happening in the customer service/CX space and what we find in our annual CX research.
Don’t Throw Fellow Employees Under the Bus : When mistakes occur, how employees react and what they say impacts the customers’ perception of the business. It may be someone else’s fault, but to the customer, you are the company. Your goal is to win back the customer’s confidence. That doesn’t happen when you blame others.
Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. Steve Jobs of Apple once said, “It takes a lot of hard work to make something look simple.” Our customers appreciate it when we can de-complicate and simplify anything related to doing business with us. Find ways to be simple!
Top Five Amazing Business Radio Episodes:
How to Create Amazing Customer Experiences in 2024 with Shep Hyken : I kicked off 2024 with five trends and 10 dos and don’ts. With all the rockstar executives and experts I interviewed, I was delighted that this episode was the No. 1 episode of 2024. (Thanks for listening!)
How to Be Ridiculously Easy to Do Business With with David Avrin : I’m a big fan of a convenient CX – so much so that I wrote The Convenience Revolution . Since writing that book, a number of other books on convenience have been published. Avrin’s is one of the best.
The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBay’s VP of global CX. Hearing from the guy in charge of CX for a globally recognized brand is fascinating!
A Company Culture of Good with Chad Jensen : What is TCC? It is one of the largest Verizon retailers in the U.S., with nearly 850 locations, and Jenson is the president. Beyond its retail business is a commitment to giving back by serving employees, customers, and communities.
How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience. That – and so much more – is the wisdom that Turner, president of Pinnacle Financial Partners, shares in one of the top downloaded podcast episodes of the year.
There you have it – the top five of my articles and podcasts from 2024. If you are more of a visual person, check out my videos on ShepTV . Each week, I release a video based on one of my blogs. They are short and informative, and organizations use them for employee meetings and training.
Thank you for subscribing and tuning in! May 2025 be your best year yet, with even better years to follow!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
How Government (and Any Business) Can Transform Customer Experience with Gabriele Masili
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 5, 2025
Top 5 Customer Service & CX Articles for Week of January 6, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak
(Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and I’m so thankful for everyone who tuned in and took these tips to heart. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024—and we’ll see you next year for a brand-new season!
My Comment: We kick off this week’s (and this year’s) Top Five roundup with the top five customer experience tips from Season One of the Super Amazing Show, starring Brittany Hodak and me. I’d normally put this at the end of the list as a Top Five Bonus, but the tips are excellent, and I couldn’t resist a list of five ideas to be the lead article in this year’s first Top Five list.
12 Ways to Show Clients and Biz Partners You Care in the New Year by Fast Company Executive Board
(Fast Company) In a shifting and competitive marketplace, attracting and retaining loyal clients or partnerships to help your business thrive is not what it used to be. Leaders and their teams must work even harder to gain the time, respect, trust, and financial investment of others if they want their company to grow.
My Comment: And here’s another list. This time, it’s a list of 12 ways to show your customers (clients and partners) that you care. Every customer wants to feel like you care and appreciate them. I’m sure you’ll find at least one or two ideas you can use for your business.
Rethinking Retail Returns by Ellie Crawford
(Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment.
My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5% of all purchased merchandise was returned. I’ve read some recent statistics from different sources that claim returns are almost twice what they were a year ago. The conundrum is that customers want (and expect) easy returns. While this article doesn’t have all the answers, it has the fuel to start a conversation about how to deal with the problem.
Crafting a Successful Customer Loyalty Campaign by Denis Hure
(Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, we’ve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.
My Comment: This is an excellent article on customer loyalty programs. It includes compelling reasons to have a program, the benefits of creating one, and findings from research that show what works and what doesn’t when it comes to a good loyalty program. The goal is to create an emotional connection. It gets customers to come back again and again.
Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights
(ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025.
My Comment: We started this week’s roundup with a list of five tips. Let’s close it out with another list of five – this time, a list of CX trends brought to us by SurveySensum. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation. Their research found that 74% of consumers prefer brands that personalize their offerings. That’s three-quarters of your customers!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak
(Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and I’m so thankful for everyone who tuned in and took these tips to heart. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024—and we’ll see you next year for a brand-new season!
My Comment: We kick off this week’s (and this year’s) Top Five roundup with the top five customer experience tips from Season One of the Super Amazing Show, starring Brittany Hodak and me. I’d normally put this at the end of the list as a Top Five Bonus, but the tips are excellent, and I couldn’t resist a list of five ideas to be the lead article in this year’s first Top Five list.
12 Ways to Show Clients and Biz Partners You Care in the New Year by Fast Company Executive Board
(Fast Company) In a shifting and competitive marketplace, attracting and retaining loyal clients or partnerships to help your business thrive is not what it used to be. Leaders and their teams must work even harder to gain the time, respect, trust, and financial investment of others if they want their company to grow.
My Comment: And here’s another list. This time, it’s a list of 12 ways to show your customers (clients and partners) that you care. Every customer wants to feel like you care and appreciate them. I’m sure you’ll find at least one or two ideas you can use for your business.
Rethinking Retail Returns by Ellie Crawford
(Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment.
My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5% of all purchased merchandise was returned. I’ve read some recent statistics from different sources that claim returns are almost twice what they were a year ago. The conundrum is that customers want (and expect) easy returns. While this article doesn’t have all the answers, it has the fuel to start a conversation about how to deal with the problem.
Crafting a Successful Customer Loyalty Campaign by Denis Hure
(Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, we’ve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.
My Comment: This is an excellent article on customer loyalty programs. It includes compelling reasons to have a program, the benefits of creating one, and findings from research that show what works and what doesn’t when it comes to a good loyalty program. The goal is to create an emotional connection. It gets customers to come back again and again.
Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights
(ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025.
My Comment: We started this week’s roundup with a list of five tips. Let’s close it out with another list of five – this time, a list of CX trends brought to us by SurveySensum. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation. Their research found that 74% of consumers prefer brands that personalize their offerings. That’s three-quarters of your customers!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
December 31, 2024
Let’s Play 20 Customer Experience (CX) Questions – Part TWO
This week, I’m tackling the answers to 10 more of the 20 questions I answered last week. (Here’s a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Let’s go! What would the title of your CX superhero alter ego be? I’d be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
What’s the biggest CX challenge businesses face today? Consistency. Anything less than a consistent experience erodes confidence and trust in the company or brand.
What’s your favorite metric to measure customer success? While I’m a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. How long does it take from the beginning of the time a customer decides to reach out for help until they are totally happy that they did? That length of time is Time to Happiness.
What company do you believe is nailing CX? It’s not a belief. It’s a fact. Deferring to my annual customer service and CX research, year after year the public chooses… Amazon!
This is a Star Wars-themed question. If you could have The Force with you, what is one thing you would change about CX? Let me play the part of Obi-Wan Kenobi, the bald, handsome Jedi Master who trained Luke Skywalker in the original Star Wars movie. CX is not just a strategy. It’s a force that goes beyond tactics and operations. It’s a philosophy to be embraced by every employee. It’s everywhere! May the CX force be with you!
If you could provide one piece of CX advice to a start-up, what would it be? Create your customer service and experience mantra. In one sentence or less, define your CX vision statement. It is every bit as important as your mission and values statement. By the way, ours is only three words: “Always be Amazing!” We want our clients to have an amazing experience with us, and we want to help our clients create amazing experiences for their customers and employees.
What is the biggest CX crime you have witnessed? I often experience this when I call customer support and the recording tells me my call is very important. Then they make me wait for an extraordinarily long time. If my call really was important, maybe they wouldn’t make me wait for so long to answer the call. Okay, it may not be the biggest CX crime, but it’s one we have all witnessed, experienced, and can relate to.
What’s a rule in CX you’d love to break? I never liked the rule that the customer is always right. No, the customer is NOT always right, but they are always the customer. So, when they are wrong, let them be wrong with dignity and respect.
What did you do before you got into CX? I’ve been in the customer service and CX business since less than a year out of college. However, I was a magician working at private parties, comedy clubs, and corporate events during my high school and college years. I loved to be amazing for my audiences. Now. I teach my clients to be amazing for their customers!
What is the latest breaking news in CX? Customer Contacts Customer Support, Gets Through Immediately, Talks to Someone Without an Accent, And Gets the Correct Answer Without Being Transferred… Okay, that’s not a real headline, but it is accurate. For some – not all – customer support needs, AI-fueled technologies have given us the ability to quickly and accurately answer questions in the language and accent of the customer, thereby creating an excellent – and sometimes amazing – customer experience!
As we wrap up these 20 questions, it might be an interesting project to take the questions you feel are relevant to you and your business and answer them. But when you do, take a little more time and discuss why the answers are important to you. For example, question 17 is “What is the biggest CX crime you have witnessed?” Add three words to the end of the question, and it becomes, “What is the biggest CX crime you have witnessed in our business?” The answers you get can lead you to make changes to avoid these so-called crimes and create a better CX. While not all of the questions will be appropriate for you, the ones that could lead you to answers that help create the experience that gets your customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
