Shep Hyken's Blog, page 15
November 26, 2024
Brand Slogans as CX Promises: How to Build Lasting Customer Loyalty
I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers. It was meant to reassure customers that the burgers were made with fresh, wholesome ingredients.
The slogan was a CX promise that focused on Steak ‘n Shake’s commitment to quality. This made me realize that many slogans are, in effect, brand promises that suggest the experience the company or brand wants its customers to have. A problem I frequently notice is that these slogans are changed too often. Once you get a good one, stay with it. It may change over time, but give it a while before you make the change – unless you know it’s not working. Then, change it sooner rather than later.
Here are a few of my favorite slogans:
Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customer service. They want you to be happy with how they deliver their CX.
Disneyland: “The Happiest Place on Earth” – Speaking of delivering happiness, is there a happier place on earth than Disney? Go to a Disney theme park, and you’ll notice everyone smiling. Disney promises an unforgettable, happy experience, and they deliver.
BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.
Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article. Like Steak ‘n Shake’s promise of quality burgers, Maytag promises a washing machine that won’t break down and will last.
Enterprise Rent-A-Car: “We Pick You Up” – This slogan emphasizes the difference between Enterprise and other car rental companies. While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994.
Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy. One of several reasons to do business with them is their Satisfaction Guaranteed promise.
Your organization may or may not have a slogan. If it does, it can most likely be interpreted as a promise you’re making to your customers. And here’s the thing about promises: Even if you feel that you’re keeping your promise, your customer has the final decision whether you have or not. All you can do is do your best. Ultimately, it’s your relentless effort to fulfill that promise that defines your brand in the eyes of those you serve.
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 .
November 25, 2024
How AI Transforms Customer Support Into Customer Engagement with Christina McAllister
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does modern AI enhance the efficiency of customer interactions in contact centers?
How can AI anticipate customer needs and offer better solutions in customer service?
What are the common fears among leadership when adopting AI solutions in customer support?
How can automation in customer service lead to improved human interaction?
Why is maintaining human contact in contact centers still important despite AI advancements?
Top Takeaways
Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.
Customer service isn’t just about solving problems anymore. It’s about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.
Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There’s a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It’s a delicate balance between innovation and smart adoption.
Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.
AI’s magic isn’t just about answering questions. It’s also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.
Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!
Quotes:
“There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”
“The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”
“What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”
“The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.”
About:
Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
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 does modern AI enhance the efficiency of customer interactions in contact centers?
How can AI anticipate customer needs and offer better solutions in customer service?
What are the common fears among leadership when adopting AI solutions in customer support?
How can automation in customer service lead to improved human interaction?
Why is maintaining human contact in contact centers still important despite AI advancements?
Top Takeaways
Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.
Customer service isn’t just about solving problems anymore. It’s about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.
Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There’s a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It’s a delicate balance between innovation and smart adoption.
Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.
AI’s magic isn’t just about answering questions. It’s also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.
Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!
Quotes:
“There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”
“The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”
“What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”
“The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.”
About:
Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of November 25, 2024
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.
10 Trends to Guide Your 2025 CX Strategy by NICE
(CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.
My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. You’ll have to share your information (name, email, etc.) to get the report. As we head toward the end of the year, it’s important to think about what’s trending. Obviously, AI and technology are the “topic du jour.” Its capabilities are improving and expanding.
May the CX Force be with you! by Joao Pereira
(European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
My Comment: I love movies, and one of my favorites is Star Wars. I remember my first Star Wars movie experience in the 1970s. A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” Isn’t that exactly what we want?
The Power of Customer Behavior Analysis by Mike Henry
(InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships.
My Comment: There has never been a better time to understand your customer’s buying behavior. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.
How Customer Profiling Works: 3 Effective Methods by Shopify
(Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.
My Comment: This is the perfect article to follow up on our last submission from InMoment on understanding your customer’s behavior. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe
(No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. Thanks to Generative AI, this is becoming a reality. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. Generative AI technology will prove as impactful on this generation as the Internet or the printing press for generations past.
My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. When we hear the recording (again and again) that states, “Your call is important to us,” we have to wonder if it really is. This article shares how Generative AI is going to help change that perception.
BONUS
Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff by High Point University
(High Point University) Shep Hyken, a world-renowned customer service and customer experience expert, recently mentored High Point University students and staff as HPU’s Customer Service Expert in Residence. While on campus, Hyken shared lunch with students in Cottrell Hall.
My Comment: I have the honor of working with High Point University as one of their “Experts in Residence.” Last month, I spent two days at HPU sharing ideas on CX with staff and students. They did a beautiful job of summarizing the presentations.
Woman Throws A 40-Minute Fit And Colleague Listens To It All, Gets Her Fired by Robyn Smith and Ilona Baliūnaitė
(Bored Panda) Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.
My Comment: Last week, I was interviewed about how to handle angry customers who yell and curse at employees. The author included several of my thoughts. This is great information to remember the next time you have that angry customer who thinks they are right.
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.
10 Trends to Guide Your 2025 CX Strategy by NICE
(CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.
My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. You’ll have to share your information (name, email, etc.) to get the report. As we head toward the end of the year, it’s important to think about what’s trending. Obviously, AI and technology are the “topic du jour.” Its capabilities are improving and expanding.
May the CX Force be with you! by Joao Pereira
(European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
My Comment: I love movies, and one of my favorites is Star Wars. I remember my first Star Wars movie experience in the 1970s. A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” Isn’t that exactly what we want?
The Power of Customer Behavior Analysis by Mike Henry
(InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships.
My Comment: There has never been a better time to understand your customer’s buying behavior. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.
How Customer Profiling Works: 3 Effective Methods by Shopify
(Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.
My Comment: This is the perfect article to follow up on our last submission from InMoment on understanding your customer’s behavior. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe
(No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. Thanks to Generative AI, this is becoming a reality. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. Generative AI technology will prove as impactful on this generation as the Internet or the printing press for generations past.
My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. When we hear the recording (again and again) that states, “Your call is important to us,” we have to wonder if it really is. This article shares how Generative AI is going to help change that perception.
BONUS
Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff by High Point University
(High Point University) Shep Hyken, a world-renowned customer service and customer experience expert, recently mentored High Point University students and staff as HPU’s Customer Service Expert in Residence. While on campus, Hyken shared lunch with students in Cottrell Hall.
My Comment: I have the honor of working with High Point University as one of their “Experts in Residence.” Last month, I spent two days at HPU sharing ideas on CX with staff and students. They did a beautiful job of summarizing the presentations.
Woman Throws A 40-Minute Fit And Colleague Listens To It All, Gets Her Fired by Robyn Smith and Ilona Baliūnaitė
(Bored Panda) Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.
My Comment: Last week, I was interviewed about how to handle angry customers who yell and curse at employees. The author included several of my thoughts. This is great information to remember the next time you have that angry customer who thinks they are right.
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.
November 21, 2024
How to get Customers to Want to Leave Reviews Copy
Top Takeaways:
Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
How much can bad customer service cost your business? It could cost you your business.
Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else.
The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
The number one component of employee job satisfaction is recognition.
Customer feedback on employees can be even stronger than feedback on the company.
About:
Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years. He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.
“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
How much is poor customer service costing companies?
Why don’t customers leave feedback?
What is ServiceGuru?
Why was ServiceGuru built and what impact is it making?
How can I get more customer reviews?
Why is providing great customer service so important?
Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.
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Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
How much can bad customer service cost your business? It could cost you your business.
Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else.
The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
The number one component of employee job satisfaction is recognition.
Customer feedback on employees can be even stronger than feedback on the company.
About:
Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years. He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.
“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
How much is poor customer service costing companies?
Why don’t customers leave feedback?
What is ServiceGuru?
Why was ServiceGuru built and what impact is it making?
How can I get more customer reviews?
Why is providing great customer service so important?
Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.
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Save
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November 19, 2024
Taking the Job Personally
I’m always impressed when someone truly loves their job and does more than expected. And that’s exactly what happened on a recent cross-country American Airlines flight. Here’s what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up. My very friendly flight attendant informed me that the hot meal wouldn’t taste very good after being cooked for so long and that they were out of the cold meals. I want to emphasize this isn’t a negative comment about American Airlines for running out of food choices. Quite the contrary. It’s how well the flight attendant handled the situation. Here’s what she did:
The flight attendant was very apologetic. We also joked about airline meals in general. Maybe not having a meal was a good thing.
She could have blamed the catering crew for not bringing enough hot and cold meals for everyone, but she didn’t.
While most people would have thought there was nothing to do, she came up with a fix.
While the incident could have ended with the explanation, the flight attendant decided to take personal responsibility. I went to the lavatory – a fancy word for bathrooms on a plane – and when I returned, there was a chocolate power bar on my seat. This was not the airline’s food option. The flight attendant went into her luggage and gave me a power bar from her personal stock.
First, I thanked her profusely and insisted that she should keep the power bar. I offered to pay for it, but she wouldn’t accept that. Her response was perfect. She said, “You could have been angry, but you were so friendly and understanding. Some passengers aren’t as nice. So, I thought you might enjoy the power bar.”
I have to applaud her for her attitude. She took personal responsibility for her customer (me) and went beyond what one might expect with her solution. It was not necessary for her to give me something that she had paid for herself, but she insisted.
I always look for and notice great service experiences and applaud and compliment the people who deliver them. This story demonstrates the powerful impact of taking personal initiative in customer service. Going beyond the standard obligations of her role, the flight attendant not only solved a problem but also left a lasting impression of an exceptional customer experience. And now, I’m telling “everyone” about it.
When employees understand the spirit of their roles and view them as more than just tasks and processes to follow, they can turn routine interactions into memorable experiences that make customers 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 .
November 18, 2024
Delivering the Brand Promise with Laura Richard
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is a brand promise?
What is the role of branding in enhancing the customer experience?
How can businesses define their brand to impact customer relationships meaningfully?
How does empowering employees align with a company’s brand promise?
Why is it important for employees to share the same values as the brand they work for?
Top Takeaways
A brand promise is a company’s commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.
A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.
Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.
In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto “Just Do It,” and Patagonia focuses on sustainability.
Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.
Companies should identify which touchpoints are “table stakes,” meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the “moments of truth,” the interactions that emotionally impact customers and can significantly deepen relationships.
Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!
Quotes:
“When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company’s identity, the common set of truths the organization needs to deliver to create value for its customers and employees.”
“A brand is a promise consistently kept. Understand what matters most to your customers and create a promise that delivers against those needs. That brand promise should be the central principle that all of the decisions in your organization are centered on.”
“Go deep in understanding what your customers value and what benefits they are looking for, and build your promise outside in through the lens of the customers that you’re looking to attract.”
“If you clearly communicate your organization’s values, then you can attract the individuals who share the same values.”
“Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.”
About:
Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada’s leading advocate for physical activity.
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 a brand promise?
What is the role of branding in enhancing the customer experience?
How can businesses define their brand to impact customer relationships meaningfully?
How does empowering employees align with a company’s brand promise?
Why is it important for employees to share the same values as the brand they work for?
Top Takeaways
A brand promise is a company’s commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.
A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time.
Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.
In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto “Just Do It,” and Patagonia focuses on sustainability.
Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles.
Companies should identify which touchpoints are “table stakes,” meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the “moments of truth,” the interactions that emotionally impact customers and can significantly deepen relationships.
Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in!
Quotes:
“When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company’s identity, the common set of truths the organization needs to deliver to create value for its customers and employees.”
“A brand is a promise consistently kept. Understand what matters most to your customers and create a promise that delivers against those needs. That brand promise should be the central principle that all of the decisions in your organization are centered on.”
“Go deep in understanding what your customers value and what benefits they are looking for, and build your promise outside in through the lens of the customers that you’re looking to attract.”
“If you clearly communicate your organization’s values, then you can attract the individuals who share the same values.”
“Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.”
About:
Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada’s leading advocate for physical activity.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of November 18, 2024
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.
‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian
(Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace.
My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy. Anytime I can learn from the leader of a brand that has a stellar reputation for its CX, I jump at the chance. I love Singh’s strategy that a good experience costs less over time. Why? The answer is simple. “…Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. And, Chewy has done an amazing job at creating loyal customers.
Want Loyal Customers? Try These 5 Ways to Inspire Them by James Henderson
(Entrepreneur) Whether you’re just beginning to cultivate your network or seeking ways to deepen engagement with existing customers, these five strategies are instrumental in enhancing customer satisfaction, fostering loyalty and ensuring lasting relationships.
My Comment: While we’re on the topic of loyalty, here’s a list of five ideas that James Henderson, the CEO of Exclusive Resorts, came up with on fostering loyalty. While not all five will likely apply to your business, they will at least make you think about different strategies worth considering on how you and your organization can create loyal customers.
The customer is not always right by Matthew Finio and Amanda Downie
(IBM) For businesses, what are the limits to customer requests? Seventy-five percent of CEOs believe understanding customer needs is the most critical factor to driving business growth.1 However, strictly adhering to a philosophy of “the customer is always right” is not a practical or beneficial business model. It’s a rule that can create significant problems and encourage unreasonable or rude behavior.
My Comment: For years, I’ve said, “The customer is NOT always right… But if they are wrong, let them be wrong with dignity and respect.” Unless the customer is trying to take advantage of you, this is sound wisdom. This article dives into the history of the original saying (“The customer is always right.”) and teaching employees to respond to customers this way can actually hurt your business. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.”
2025 Looks Like Another ‘Meh’ Year for CX by John P. Mello Jr.
(CRM Buyer) Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research.
My Comment: I hate reading an article that claims customer service/CX is declining. The ACSI (American Customer Satisfaction Index) finds companies and brands are improving, but is it enough? According to this article, it is not. Customers are becoming increasingly more aware of the way they are treated and what a good experience looks and feels like. This article will give you insights that may help you and your organization escape the label of a “meh” experience.
Generative AI’s Potential to Improve Customer Experience by Merritt Robinson, Mikey Vu, Arpan Sheth, Andre Tanaka, and Colleen Lin
(Bain & Company) While businesses are experimenting and assessing the impact of generative AI tools in the shopping journey, customers are still getting used to the new interactions and features impacting their online shopping experience—and as with everything about generative AI, we are finding their perceptions to be both the same as and different from what we’ve known in the past.
My Comment: AI continues to proliferate in all areas of business, especially retail. This excellent article by some of the experts at Bain and Company has great insights into how to design an experience that customers enjoy. It will take some time for all customers to feel comfortable and recognize the benefits of an AI-infused experience. This article points out the opportunities, hurdles that must be overcome, and more to do so.
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.
‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian
(Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace.
My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy. Anytime I can learn from the leader of a brand that has a stellar reputation for its CX, I jump at the chance. I love Singh’s strategy that a good experience costs less over time. Why? The answer is simple. “…Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. And, Chewy has done an amazing job at creating loyal customers.
Want Loyal Customers? Try These 5 Ways to Inspire Them by James Henderson
(Entrepreneur) Whether you’re just beginning to cultivate your network or seeking ways to deepen engagement with existing customers, these five strategies are instrumental in enhancing customer satisfaction, fostering loyalty and ensuring lasting relationships.
My Comment: While we’re on the topic of loyalty, here’s a list of five ideas that James Henderson, the CEO of Exclusive Resorts, came up with on fostering loyalty. While not all five will likely apply to your business, they will at least make you think about different strategies worth considering on how you and your organization can create loyal customers.
The customer is not always right by Matthew Finio and Amanda Downie
(IBM) For businesses, what are the limits to customer requests? Seventy-five percent of CEOs believe understanding customer needs is the most critical factor to driving business growth.1 However, strictly adhering to a philosophy of “the customer is always right” is not a practical or beneficial business model. It’s a rule that can create significant problems and encourage unreasonable or rude behavior.
My Comment: For years, I’ve said, “The customer is NOT always right… But if they are wrong, let them be wrong with dignity and respect.” Unless the customer is trying to take advantage of you, this is sound wisdom. This article dives into the history of the original saying (“The customer is always right.”) and teaching employees to respond to customers this way can actually hurt your business. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.”
2025 Looks Like Another ‘Meh’ Year for CX by John P. Mello Jr.
(CRM Buyer) Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research.
My Comment: I hate reading an article that claims customer service/CX is declining. The ACSI (American Customer Satisfaction Index) finds companies and brands are improving, but is it enough? According to this article, it is not. Customers are becoming increasingly more aware of the way they are treated and what a good experience looks and feels like. This article will give you insights that may help you and your organization escape the label of a “meh” experience.
Generative AI’s Potential to Improve Customer Experience by Merritt Robinson, Mikey Vu, Arpan Sheth, Andre Tanaka, and Colleen Lin
(Bain & Company) While businesses are experimenting and assessing the impact of generative AI tools in the shopping journey, customers are still getting used to the new interactions and features impacting their online shopping experience—and as with everything about generative AI, we are finding their perceptions to be both the same as and different from what we’ve known in the past.
My Comment: AI continues to proliferate in all areas of business, especially retail. This excellent article by some of the experts at Bain and Company has great insights into how to design an experience that customers enjoy. It will take some time for all customers to feel comfortable and recognize the benefits of an AI-infused experience. This article points out the opportunities, hurdles that must be overcome, and more to do so.
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.
November 14, 2024
Guest Post: The AI Revolution in Customer and Employee Experience
This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.
The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees. A Metrigy report titled “How AI is Changing Employee & Customer Experiences” shows that companies embracing AI are seeing big wins, from happier customers to more engaged, productive employees. By strategically implementing AI, businesses can unlock efficiencies and address longstanding challenges in customer and employee experiences.
AI’s Impact on Customer and Employee Interactions
Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities.
Agent attrition jumped from 21.8% in 2022 to 28.1% in 2023, with a projected increase to 31.2% in 2024. However, AI is helping businesses counter this trend in a big way. Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time.
Efficiency Gains with AI
The time-saving impact of AI is substantial. On average, AI-powered tools shorten customer interactions by 39%. Certain industries, like hospitality, report even more impressive time savings, reaching as high as 54.1%. This efficiency extends to the agents themselves, who are now spending 5.8 fewer minutes per call—equivalent to a 35% reduction in time spent, allowing agents to focus more on high-value interactions.
Supervisors, too, are feeling the benefits, saving nearly two hours per week on tasks like agent scheduling and capacity planning. These gains collectively contribute to a more productive, satisfied workforce.
Enhancing Customer Engagement with Agent Assist and Bots
AI isn’t only improving internal processes; it’s also changing how businesses engage with customers. Real-time agent assist tools, which offer in-the-moment guidance and context to agents during calls, are becoming more popular. Currently, 34.3% of companies use these tools, with an additional 44.1% planning to implement them in 2024. The impact is clear—63% of businesses report higher engagement between agents and customers as a result.
Chatbots and voicebots are making a difference, too. Across all companies, AI resolves 41.1% of customer interactions without live support, climbing to 51.5% among the most successful organizations. The adoption rate is rapid: 80.4% of businesses are either using or planning to implement chatbots and voicebots to streamline interactions and enhance customer satisfaction.
Generative AI in Customer Experience
Generative AI is playing a major role in transforming customer experiences. Currently, 46.2% of companies actively use generative AI to interact with customers, with an additional 22% running pilot programs. The top use case? Content generation for customer self-service, with 51.7% of businesses already leveraging this capability and another 37.6% testing it.
As the adoption of generative AI rises, businesses are taking steps to implement these tools responsibly. A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. Additionally, 46.9% of companies disclose AI use to customers, while 61.9% plan to implement service-level agreements to ensure quality.
A Strategic Path Forward for AI Adoption
For businesses looking to maximize the impact of AI, the Metrigy report offers clear guidance: prioritize customer experience enhancements, evaluate AI for both customer and employee interactions, use AI to address hiring challenges in contact centers, and explore AI-generated content with appropriate safeguards in place.
As businesses continue to navigate the AI landscape, it’s clear that those who thoughtfully implement these technologies stand to gain a competitive edge in both customer satisfaction and operational efficiency.
Unlock the future of customer and employee experience with RingCentral and AI! Discover how RingCentral’s AI-powered omnichannel contact center, RingCX, is transforming interactions, boosting productivity, and setting a new standard for customer experience.
Andy Watson is the Senior Product Marketing Manager, Customer Experience at RingCentral, a company that empowers businesses to communicate effortlessly with the help of AI technology.
Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans
The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees. A Metrigy report titled “How AI is Changing Employee & Customer Experiences” shows that companies embracing AI are seeing big wins, from happier customers to more engaged, productive employees. By strategically implementing AI, businesses can unlock efficiencies and address longstanding challenges in customer and employee experiences.
AI’s Impact on Customer and Employee Interactions
Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities.
Agent attrition jumped from 21.8% in 2022 to 28.1% in 2023, with a projected increase to 31.2% in 2024. However, AI is helping businesses counter this trend in a big way. Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time.
Efficiency Gains with AI
The time-saving impact of AI is substantial. On average, AI-powered tools shorten customer interactions by 39%. Certain industries, like hospitality, report even more impressive time savings, reaching as high as 54.1%. This efficiency extends to the agents themselves, who are now spending 5.8 fewer minutes per call—equivalent to a 35% reduction in time spent, allowing agents to focus more on high-value interactions.
Supervisors, too, are feeling the benefits, saving nearly two hours per week on tasks like agent scheduling and capacity planning. These gains collectively contribute to a more productive, satisfied workforce.
Enhancing Customer Engagement with Agent Assist and Bots
AI isn’t only improving internal processes; it’s also changing how businesses engage with customers. Real-time agent assist tools, which offer in-the-moment guidance and context to agents during calls, are becoming more popular. Currently, 34.3% of companies use these tools, with an additional 44.1% planning to implement them in 2024. The impact is clear—63% of businesses report higher engagement between agents and customers as a result.
Chatbots and voicebots are making a difference, too. Across all companies, AI resolves 41.1% of customer interactions without live support, climbing to 51.5% among the most successful organizations. The adoption rate is rapid: 80.4% of businesses are either using or planning to implement chatbots and voicebots to streamline interactions and enhance customer satisfaction.
Generative AI in Customer Experience
Generative AI is playing a major role in transforming customer experiences. Currently, 46.2% of companies actively use generative AI to interact with customers, with an additional 22% running pilot programs. The top use case? Content generation for customer self-service, with 51.7% of businesses already leveraging this capability and another 37.6% testing it.
As the adoption of generative AI rises, businesses are taking steps to implement these tools responsibly. A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. Additionally, 46.9% of companies disclose AI use to customers, while 61.9% plan to implement service-level agreements to ensure quality.
A Strategic Path Forward for AI Adoption
For businesses looking to maximize the impact of AI, the Metrigy report offers clear guidance: prioritize customer experience enhancements, evaluate AI for both customer and employee interactions, use AI to address hiring challenges in contact centers, and explore AI-generated content with appropriate safeguards in place.
As businesses continue to navigate the AI landscape, it’s clear that those who thoughtfully implement these technologies stand to gain a competitive edge in both customer satisfaction and operational efficiency.
Unlock the future of customer and employee experience with RingCentral and AI! Discover how RingCentral’s AI-powered omnichannel contact center, RingCX, is transforming interactions, boosting productivity, and setting a new standard for customer experience.
Andy Watson is the Senior Product Marketing Manager, Customer Experience at RingCentral, a company that empowers businesses to communicate effortlessly with the help of AI technology.
Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans
November 12, 2024
Five Reasons Why Customers Leave
I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations. Even with all of that, why would a client leave? The answer wasn’t as obvious. I did further research to confirm. Even if the advisor hits the financial goals, the relationship may not be strong enough to retain the client without an adequate level of communication. So one word, communication, is the answer. Without the right amount of communication, the client – even if they are happy with the financial return – could be wooed away by a competitor.
That made me wonder about the reasons good companies lose customers. I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time . It’s unrealistic to think you could retain 100% of your customers forever. So, with that in mind, I made a list of why customers leave despite a good product and customer experience:
Price Sensitivity: Our annual customer service research (sponsored by RingCentral) found that 51% of customers say the service experience is more important than price. That leaves 49% of customers who could potentially be swayed by price. For them, you may not have to have the lowest price, but you should at least be competitive.
Better Offers: This is more than the price. This is about a promotion or bundle that has enough perceived value to pull away existing customers. An example could be the loss leaders some companies use to steal customers away from their competitors.
Convenience: Is your competitor more convenient than you are? Did they just build a location that’s closer to your customer? Did they extend their business hours? What do they do that makes doing business with them more convenient?
Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. If that employee moves to the competition, they may take the customer. Or if your amazing employee retires, the customer may be open to doing business with your competition.
They Have Something You Don’t: This is a tough one to beat. If the competition offers a product or service you don’t, you risk losing your customer.
Like most articles and videos I create with lists, these aren’t the only ideas to consider. But they will serve as a good conversation starter. So, sit down with your team and brainstorm the answer to the question, “Why would a customer leave us?” And once you know, do something about it!
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 .
November 11, 2024
Exploring the Intersection of Branding and Customer Experience with Joanne Chan
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can a company integrate customer service into its branding strategy?
What role does customer experience play in brand loyalty?
What are the key elements of a logo or brand identity that influence customer experience?
Why is it essential for brands to infuse emotion into their visual identity systems?
How should companies handle feedback to improve their brand’s customer experience?
Top Takeaways
Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.
Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon’s smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.
In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client’s specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.
Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.
Creating a brand involves more than just a name or logo. It’s about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience.
The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.
Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!
Quotes:
“To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers.”
“Customer service is about making the client happy. We do this by using our subject matter expertise to solve their problems. We need to make sure that we are addressing all of the client’s needs to elevate their customer experience.”
“When we make mistakes, we own them. First, we apologize. Second, we take ownership and responsibility. Third, we solve the problem and figure out how to move forward without blaming anyone.”
“We always ask ourselves, “Could it be better?” There’s always room to be better, try harder for our customers, and approach things with optimism.”
About:
Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.
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 a company integrate customer service into its branding strategy?
What role does customer experience play in brand loyalty?
What are the key elements of a logo or brand identity that influence customer experience?
Why is it essential for brands to infuse emotion into their visual identity systems?
How should companies handle feedback to improve their brand’s customer experience?
Top Takeaways
Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.
Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon’s smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.
In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client’s specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business.
Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience.
Creating a brand involves more than just a name or logo. It’s about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience.
The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.
Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in!
Quotes:
“To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers.”
“Customer service is about making the client happy. We do this by using our subject matter expertise to solve their problems. We need to make sure that we are addressing all of the client’s needs to elevate their customer experience.”
“When we make mistakes, we own them. First, we apologize. Second, we take ownership and responsibility. Third, we solve the problem and figure out how to move forward without blaming anyone.”
“We always ask ourselves, “Could it be better?” There’s always room to be better, try harder for our customers, and approach things with optimism.”
About:
Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
