Shep Hyken's Blog, page 17
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 .
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 .
