Shep Hyken's Blog, page 16
November 11, 2024
Top 5 Customer Service & CX Articles for Week of November 11, 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.
15 Strategies for Effective Customer Service Resolutions by Pratik Salia
(Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers. Discover 15 powerful strategies to transform tricky situations into trust-building moments through thoughtful customer service resolution.
My Comment: Let’s start this week’s Top Five Round Up with a list of 15 ways to handle complaints and conflicts. I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.”
11 Brand Strategies to Ensure Product and Service Quality Control by Fast Company Executive Board
(Fast Company) Implement these expert tips to maintain customer satisfaction and grow your business at the same time.
My Comment: In addition to quality customer service, the quality of a product is also an important part of the customer experience. The Fast Company Executive Board is a network of leaders and experts who share tips and insights with the publication’s readers. Here, you’ll get tips to help you maintain quality control and consistency in both what you sell and the customer service supporting the experience.
Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton
(InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.
My Comment: I have a strong opinion about surveys, especially bad ones. Our annual customer service and CX research included a section on surveys to help us understand what works, doesn’t work, and why. In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses.
One of the Big Retail CX Trends of 2024? Staff Friendliness by Miika Mäkitalo
(CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail. CX Day, which was held on Oct. 1, is a global day of celebration, honoring the efforts of CX professionals and highlighting the key elements that shape the customer journey. Today, technological advancements and digital channels often dominate the conversation.
My Comment: Who better knows about happy customers than Miika Mäkitalo, CEO of HappOrNot, the company that created the feedback machines with the happy (or sad) levels of smiles you see throughout the world in every type of business? The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.
Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli
(CustomerThink) Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations.
My Comment: We’ll wrap up this week’s Top Five roundup with an article from one of my favorite CX experts and authors, Joseph Michelli. In this article, he talks about the personal connection and shares an example of how the financial services company Capital One took a basic customer service interaction to an “unforgettable experience.” The outcome was a customer’s newfound emotional connection that led to loyalty.
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.
15 Strategies for Effective Customer Service Resolutions by Pratik Salia
(Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers. Discover 15 powerful strategies to transform tricky situations into trust-building moments through thoughtful customer service resolution.
My Comment: Let’s start this week’s Top Five Round Up with a list of 15 ways to handle complaints and conflicts. I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.”
11 Brand Strategies to Ensure Product and Service Quality Control by Fast Company Executive Board
(Fast Company) Implement these expert tips to maintain customer satisfaction and grow your business at the same time.
My Comment: In addition to quality customer service, the quality of a product is also an important part of the customer experience. The Fast Company Executive Board is a network of leaders and experts who share tips and insights with the publication’s readers. Here, you’ll get tips to help you maintain quality control and consistency in both what you sell and the customer service supporting the experience.
Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton
(InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.
My Comment: I have a strong opinion about surveys, especially bad ones. Our annual customer service and CX research included a section on surveys to help us understand what works, doesn’t work, and why. In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses.
One of the Big Retail CX Trends of 2024? Staff Friendliness by Miika Mäkitalo
(CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail. CX Day, which was held on Oct. 1, is a global day of celebration, honoring the efforts of CX professionals and highlighting the key elements that shape the customer journey. Today, technological advancements and digital channels often dominate the conversation.
My Comment: Who better knows about happy customers than Miika Mäkitalo, CEO of HappOrNot, the company that created the feedback machines with the happy (or sad) levels of smiles you see throughout the world in every type of business? The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.
Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli
(CustomerThink) Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations.
My Comment: We’ll wrap up this week’s Top Five roundup with an article from one of my favorite CX experts and authors, Joseph Michelli. In this article, he talks about the personal connection and shares an example of how the financial services company Capital One took a basic customer service interaction to an “unforgettable experience.” The outcome was a customer’s newfound emotional connection that led to loyalty.
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 6, 2024
What Will Your Customers Give Up for a More Convenient Experience?
Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. If you’ve been following my work, you know I’m a big fan of a convenient customer experience. So much so that I wrote the book The Convenience Revolution . A convenient experience is about eliminating friction, and wasted time is friction. Once time is gone, you can’t get it back. Some customers will choose a faster experience over friendly service or a lower price, such as in the coffee example I shared.
Consider the following findings from our 2024 CX research (sponsored by RingCentral) that illustrate the importance of not wasting your customers’ time:
61% of customers think that when they call customer support for a problem or question, companies don’t value their time.
60% of customers said they would likely or very likely switch companies because of a poor (slow) response time.
43% of customers would spend more money if they knew they would never have to wait on hold for customer support.
82% of customers said little or no hold times when calling for customer help or support is important to them.
While these findings focus on customer support, they illustrate how much customers value their time. It doesn’t matter what type of business you’re in or how you waste a customer’s time. Examples of inconvenient, time-wasting activities include waiting on hold for anything, waiting for a response, enduring a long line, not enough staff to help customers in a store, sharing bad information that requires a customer to call back or return to a store, forcing customers to fill out duplicate information on multiple forms and more. I could go on and on.
So, what inconvenient, time-wasting experiences might customers have when they do business with you? It’s worth sitting down with your team to figure out those friction points and do your best to eliminate them. Stop wasting time thinking about it, and go meet with your team to discuss how you can create a more convenient experience that gets customers to say, “I’ll be back!”
One final comment. I just released a special report on convenience. Click here to download it at no charge.
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 5, 2024
The Evolving Role of AI in Customer Service with Cisco’s Anurag Dhingra
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses bridge the gap between customer expectations and satisfaction?
What role does artificial intelligence play in enhancing customer service interactions?
What are the benefits of proactive communication in customer service?
How can AI-driven tools support customer service agents in delivering better service?
Why is it important for companies to prioritize customer experience over cost optimization?
Top Takeaways
There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.
Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively.
Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.
Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty.
In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.
Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them.
Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in!
Quotes:
“Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer.”
“Even with the availability of self-service options, the human touch still provides a higher degree of trust, especially when things are mission critical or the customer is under pressure.”
“Customers want to engage with the brand on their own terms. With so many communication options, the customer expects to be able to communicate with a brand the way they communicate with their friends, family, or colleagues.”
“AI will cause jobs to shift. Human agents will start to become relationship managers for brands. We should focus on helping the customer and training human agents to become a key part of relationship building.”
About:
Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco’s Human Rights Advisory Council and the founder of Cisco’s Responsible AI initiative.
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 businesses bridge the gap between customer expectations and satisfaction?
What role does artificial intelligence play in enhancing customer service interactions?
What are the benefits of proactive communication in customer service?
How can AI-driven tools support customer service agents in delivering better service?
Why is it important for companies to prioritize customer experience over cost optimization?
Top Takeaways
There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.
Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively.
Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.
Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty.
In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.
Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them.
Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in!
Quotes:
“Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer.”
“Even with the availability of self-service options, the human touch still provides a higher degree of trust, especially when things are mission critical or the customer is under pressure.”
“Customers want to engage with the brand on their own terms. With so many communication options, the customer expects to be able to communicate with a brand the way they communicate with their friends, family, or colleagues.”
“AI will cause jobs to shift. Human agents will start to become relationship managers for brands. We should focus on helping the customer and training human agents to become a key part of relationship building.”
About:
Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco’s Human Rights Advisory Council and the founder of Cisco’s Responsible AI initiative.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Redefining the Contact Center with Jonathan Rosenberg Copy
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
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 companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
November 3, 2024
Top 5 Customer Service & CX Articles for Week of November 4, 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.
Creating Great Customer Experiences Starts With Employees by Matthew McGuire
(CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes.
My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX). In this article, the focus on creating a better EX is by using technology. When you give employees good tech to work with – that makes it easier and more efficient for them to do their job – it shouldn’t be surprising that it makes them happy. So, the next time you’re thinking about technology that you’ll use to make the customer experience better, think about how you might do the same for your employees.
Stay Interviews: The Key to Retaining Top Talent Before It’s Too Late by Alex Bitca
(Retently) When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving. These interviews can tell you why someone decided to leave, but wouldn’t it be great if you could catch those issues early on? That’s where stay interviews can help. They’re a proactive way to check in and sort things out while there’s still time to make a difference.
My Comment: Since we’ve opened the Top Five with an article about the EX, let’s stay in the employee lane with an article that will help you understand why employees stay (or might leave). The topic of this very robust article is on the “Stay Interview.” Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not).
Operationalize by Zeisler Consulting
(Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise.
My Comment: Here’s an interesting article about the link between CX and marketing. The author writes in a very conversational style that, while entertaining, makes some great points. Marketing is about the brand promise. CX is about keeping that promise, hence the closing line of the article: CX is all about operationalizing your Brand Promise.
Most consumers like human customer service by Retail Customer Experience
(Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.
My Comment: Our annual CX research (sponsored by RingCentral) found that if a customer has a choice between picking up the phone to call customer support or a digital customer service experience, 70% would rather use the phone. This short article is filled with stats and findings that reinforce this finding. Keep in mind that as AI and digital support improve, the numbers will change.
Seven loyalty program types: Pick the perfect fit by Marcus Marius
(Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? The concept of customer loyalty is nothing new, and its benefits have been proven time and again – yet so many businesses struggle to actually capitalize on them.
My Comment: I’ve written many articles about loyalty programs. I love this one because it breaks down the different types of loyalty programs, which include points, perks, cashback, punch cards, and more. If you have been thinking about a loyalty program, this is a good place to start.
BONUS
HPU Welcomes Shep Hyken as Customer Experience Expert in Residence by High Point University
(High Point University) High Point University’s all-star lineup of global leaders in the Access to Innovators Program continues to expand with the addition of Shep Hyken, a world-renowned customer service and customer experience expert, award-winning keynote speaker and bestselling author. He will mentor students as HPU’s Customer Experience Expert in Residence.
My Comment: Last week, I spent the day at High Point University, the premier life skills university. I met with staff and students for an amazing day of training and conversation. I’m proud to share an article they recently published that shares more about the program and the opportunity HPU students have to get to meet and learn from amazing people who are at the top of their fields!
Leveraging AI to enhance customer experiences by KPMG
(KPMG) KPMG professionals have been scoring brands for overall Customer Experience Excellence (CEE) for 15 years. Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow.
My Comment: KPMG has released a special report titled “2024-25 Global Customer Experience Excellence.” You’ll have to share your email address to get it, but it’s an excellent report and worth it. You can read the press release here.
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.
Creating Great Customer Experiences Starts With Employees by Matthew McGuire
(CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes.
My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX). In this article, the focus on creating a better EX is by using technology. When you give employees good tech to work with – that makes it easier and more efficient for them to do their job – it shouldn’t be surprising that it makes them happy. So, the next time you’re thinking about technology that you’ll use to make the customer experience better, think about how you might do the same for your employees.
Stay Interviews: The Key to Retaining Top Talent Before It’s Too Late by Alex Bitca
(Retently) When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving. These interviews can tell you why someone decided to leave, but wouldn’t it be great if you could catch those issues early on? That’s where stay interviews can help. They’re a proactive way to check in and sort things out while there’s still time to make a difference.
My Comment: Since we’ve opened the Top Five with an article about the EX, let’s stay in the employee lane with an article that will help you understand why employees stay (or might leave). The topic of this very robust article is on the “Stay Interview.” Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not).
Operationalize by Zeisler Consulting
(Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise.
My Comment: Here’s an interesting article about the link between CX and marketing. The author writes in a very conversational style that, while entertaining, makes some great points. Marketing is about the brand promise. CX is about keeping that promise, hence the closing line of the article: CX is all about operationalizing your Brand Promise.
Most consumers like human customer service by Retail Customer Experience
(Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.
My Comment: Our annual CX research (sponsored by RingCentral) found that if a customer has a choice between picking up the phone to call customer support or a digital customer service experience, 70% would rather use the phone. This short article is filled with stats and findings that reinforce this finding. Keep in mind that as AI and digital support improve, the numbers will change.
Seven loyalty program types: Pick the perfect fit by Marcus Marius
(Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? The concept of customer loyalty is nothing new, and its benefits have been proven time and again – yet so many businesses struggle to actually capitalize on them.
My Comment: I’ve written many articles about loyalty programs. I love this one because it breaks down the different types of loyalty programs, which include points, perks, cashback, punch cards, and more. If you have been thinking about a loyalty program, this is a good place to start.
BONUS
HPU Welcomes Shep Hyken as Customer Experience Expert in Residence by High Point University
(High Point University) High Point University’s all-star lineup of global leaders in the Access to Innovators Program continues to expand with the addition of Shep Hyken, a world-renowned customer service and customer experience expert, award-winning keynote speaker and bestselling author. He will mentor students as HPU’s Customer Experience Expert in Residence.
My Comment: Last week, I spent the day at High Point University, the premier life skills university. I met with staff and students for an amazing day of training and conversation. I’m proud to share an article they recently published that shares more about the program and the opportunity HPU students have to get to meet and learn from amazing people who are at the top of their fields!
Leveraging AI to enhance customer experiences by KPMG
(KPMG) KPMG professionals have been scoring brands for overall Customer Experience Excellence (CEE) for 15 years. Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow.
My Comment: KPMG has released a special report titled “2024-25 Global Customer Experience Excellence.” You’ll have to share your email address to get it, but it’s an excellent report and worth it. You can read the press release here.
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.
October 29, 2024
This Halloween, 10 Ways to Scare Your Competition and Steal Their Customers
Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition.
I’ve created a list. If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Great for you. Not such a treat for them! See what I did there … trick or treat! With that in mind, I looked for strategies from my recent newsletters that could scare your competition. Here are 10 of them:
Super-Fast Response – You want customers to say, “They always get back to me quickly.” Customers love prompt responses. When they can predict the consistent experience of fast response time, they may not take a chance of doing business with anyone else.
Impenetrable Trust – Trust is an emotion that creates confidence, and confidence not only brings customers back, it makes it very difficult for the competition to steal them away.
Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back. Why would a customer take a chance on another company that might not do that?
Hyper-Personalization – This starts with knowing who your customers are, what they buy, why they buy it and how often they buy. The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break.
Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Make it easy and quick for them to do so.
Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.
Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.
A Cause That’s Important to Your Customers – You can’t win over every customer because you believe in a cause, but you can win some of them. Some customers choose to do business with companies for the sole reason that they align with the same beliefs or causes.
Be Transparent About Everything – You don’t have to give away trade secrets, but sharing the “why” behind how you do business can be refreshing.
Just Be Better – We’ll wrap up with this one because it can scare the competition more than anything. If a competitor asks a customer why they left to do business with you, and the customer says, “Because they are better,” you’ve now created a haunting experience that goes way beyond Halloween!
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 .
October 28, 2024
Redefining the Contact Center with Jonathan Rosenberg
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
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 companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
October 27, 2024
Top 5 Customer Service & CX Articles for Week of October 28, 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.
Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery
(Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers.
Bots in CX: A Love-Hate Relationship by Matt Vartabedian
(No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. That inconsistency erodes confidence, and low or no confidence causes hate in the “love-hate relationship. In this article, you’ll find plenty of stats and findings from research to help you understand how important it is to get this technology right if you choose to use bots.
What Customer Service Trends Should You Jump On Now? (Hint: They’re Gonna Be Big) by Tycoonstory
(Tycoonstory) Customer service is changing faster than ever, and what worked last year might feel ancient by the time the calendar flips. It’s no longer just about answering the phone or responding to emails; it’s about building real relationships, anticipating needs, and using tech to stay a step ahead. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.
My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Topics include automation, personalization, 24/7 support, and more.
Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko
(Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately?
My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. This article gives us a fresh and in-depth look at the consequences of the benefits and pitfalls of ignoring messages, responding to them, deleting them, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture.
This Simple Customer Service Hack Will Skyrocket Your Satisfaction Scores by Michael Ferrara
(LinkedIn Pulse) Customer service is the backbone of any successful business. In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.
My Comment: If you’ve ever had a company reach out to you to tell you about a problem before you knew about it, you most likely were surprised and appreciative. Proactive communication is a way to show your customers you care about them. Fixing the problem before they know about it is even better. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.”
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.
Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery
(Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers.
Bots in CX: A Love-Hate Relationship by Matt Vartabedian
(No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. That inconsistency erodes confidence, and low or no confidence causes hate in the “love-hate relationship. In this article, you’ll find plenty of stats and findings from research to help you understand how important it is to get this technology right if you choose to use bots.
What Customer Service Trends Should You Jump On Now? (Hint: They’re Gonna Be Big) by Tycoonstory
(Tycoonstory) Customer service is changing faster than ever, and what worked last year might feel ancient by the time the calendar flips. It’s no longer just about answering the phone or responding to emails; it’s about building real relationships, anticipating needs, and using tech to stay a step ahead. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.
My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Topics include automation, personalization, 24/7 support, and more.
Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko
(Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately?
My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. This article gives us a fresh and in-depth look at the consequences of the benefits and pitfalls of ignoring messages, responding to them, deleting them, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture.
This Simple Customer Service Hack Will Skyrocket Your Satisfaction Scores by Michael Ferrara
(LinkedIn Pulse) Customer service is the backbone of any successful business. In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.
My Comment: If you’ve ever had a company reach out to you to tell you about a problem before you knew about it, you most likely were surprised and appreciative. Proactive communication is a way to show your customers you care about them. Fixing the problem before they know about it is even better. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.”
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.
October 22, 2024
Choosing the Right Words Can Transform a Customer Service Conversation
In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, “How do I …?” is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive. Words that we use can help drive the positive experience. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. I agree with this in principle. The word yes evokes positivity. However, in customer service, sometimes it’s okay for the customer to say no. Here’s why. The word yes forces the customer to commit, and sometimes, that can make them feel uncomfortable. For example, let’s say you explain how to do something. You may ask, “Do you understand?” The customer might say yes because saying no might make them feel like they aren’t smart. There is a discomfort. They may be saying yes just to save face. Try rephrasing the question and asking, “Do you have any questions about how we did this?” Now, the word no indicates that the customer understands your explanation, but the question opens the door for the customer to ask for more help without feeling uncomfortable or defensive.
“That’s Right” Versus “You’re Right” – If a customer says something you agree with, it’s logical to say, “That’s right.” That phrase is about agreement of fact. However, another way of saying the same thing is to swap out the first word and say, “You’re right.” That phrase implies that you not only agree with them but also trust their opinion or answer. Trust is a powerful relationship builder.
Why – The word why can be either positive or negative, depending on how you use it. If a customer says something and you disagree and question them with the word why, you are potentially putting that customer in an uncomfortable and defensive situation. A one-word question like, “Why?” can make the customer feel as if they are being cross-examined on a witness stand. If you want to understand why the customer is thinking or saying something, you might replace the why question with, “That’s interesting. Can you expand on what you mean by that?”
These aren’t hard rules. It’s not that you would never ask a question that pushes for a yes or positive response, that you would always replace that’s right with you’re right, or that you would never use the word why. However, in certain situations, you want to choose the words you use wisely. Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.
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.
October 21, 2024
The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does enhancing the employee experience contribute to a phenomenal customer service experience?
How can businesses balance automated customer service solutions with human interactions?
What strategies can support remote customer service employees in delivering consistent experiences?
How do self-service solutions impact the overall efficiency of customer service operations?
How essential is a strong company purpose in driving customer satisfaction?
Top Takeaways
Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.
High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.
Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time.
Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.
A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company’s values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.
Plus, Derek talks about eBay’s innovative AI solutions to support employees and customers. Tune in!
Quotes:
“The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what’s gone wrong, and how you can support the employees helping them.”
“Customer and employee expectations are changing across all industries. Organizations have to show up in a way that is meaningful and authentic.”
“As technology advances, leaders are called upon to be more human. We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.”
“What is unique, artistic, and can’t be found anywhere else will become increasingly important as technology continues to automate everything in our lives. eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.”
About:
Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.
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 enhancing the employee experience contribute to a phenomenal customer service experience?
How can businesses balance automated customer service solutions with human interactions?
What strategies can support remote customer service employees in delivering consistent experiences?
How do self-service solutions impact the overall efficiency of customer service operations?
How essential is a strong company purpose in driving customer satisfaction?
Top Takeaways
Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.
High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.
Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time.
Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.
A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company’s values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.
Plus, Derek talks about eBay’s innovative AI solutions to support employees and customers. Tune in!
Quotes:
“The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what’s gone wrong, and how you can support the employees helping them.”
“Customer and employee expectations are changing across all industries. Organizations have to show up in a way that is meaningful and authentic.”
“As technology advances, leaders are called upon to be more human. We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.”
“What is unique, artistic, and can’t be found anywhere else will become increasingly important as technology continues to automate everything in our lives. eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.”
About:
Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
