Shep Hyken's Blog, page 19
October 8, 2024
Separate Checks: A Metaphor for Good and Bad Customer-Focused Policies
It often amazes me how difficult some companies make it to do business with them. I could share so many examples, but let’s use the restaurant industry to illustrate my point. Recently, I attended a conference. I met three colleagues for breakfast. When the server approached our table, the first thing she said was, “No separate checks.” Really, that was the first thing she said. I could think of better opening lines. Regardless, it was clear that the restaurant had a policy. We were informed.
Compare that to the experience I had the other day when my hockey team – yes, I still play hockey – went to a restaurant for breakfast after an early-morning Saturday game. When the server saw 14 people sit down, he smiled, warmly welcomed us, and then asked, “Would you like separate checks?”
I realize some restaurants aren’t equipped to handle separate checks, but the real point is not about restaurants and separate checks. It’s about creating customer-focused processes, not practices that are inwardly focused on the company. If the first thing a server says to a customer is, “No separate checks,” they obviously have had many customers ask for separate checks. So, why not find a way to accommodate the customers?
Another good example is flexible return policies. Many retailers have rigid return policies requiring receipts, tight return time frames, and more. The goal is to minimize returns and losses. However, companies like Nordstrom and Zappos are well known for their flexible return policies. Customers know they sometimes pay more for the experience, which includes the flexible policy, and they are happy to do it.
And don’t think the B2B world is excluded from this concept. Minimum order requirements can be probative for smaller businesses and startups. There are plenty of creative ways to help a smaller or new business. And when they get bigger and meet those minimums, who do you think that customer will remember?
Any time you have rules and policies that “protect” the company, examine how they impact the customer experience. I’ve written about this before. Change the words rules or policies to “guidelines,” implying you can be guided but have some leeway.
Sure, there are rules – even unfriendly ones – that must be put in place. That’s okay as long as you understand how a customer will react when a situation arises and the rule or policy must be enforced. If you know how a customer might react, knowing how to respond is mandatory. Anyone who might be put into the “enforcing the rule” situation should be properly trained.
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 7, 2024
Personalization in the Age of Artificial Intelligence with Mark Abraham
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is true personalization?
How can AI enhance personalization?
How does personalization contribute to customer loyalty and satisfaction?
How can businesses balance personalization with customer data privacy concerns?
What are some common misconceptions about personalization in customer service?
Top Takeaways
Personalization means using what you’ve learned about the customer from their past interactions to improve their future experiences.
True personalization is not just about using a customer’s name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.
There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer’s journey.
Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.
Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions.
Starting with personalization doesn’t have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it.
Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization.
Empower me: Start with the customer. How are you helping them solve problems or fulfill a need?
Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between.
Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them.
Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.
Delight me: Make the personalized experience seem more magical.
Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in!
Quotes:
“Personalization isn’t just customization. Personalization is taking what you’ve learned about a customer in an interaction and making their next interaction better, faster, or more convenient.”
“Now, with AI, we’re moving towards an individualized view of personalization. It is more than using a customer’s name to offer recommendations. If you are not contextualizing engagement based on what you know about a customer, that’s not true personalization.”
“Personalization is a way to drive growth with AI. We talk so much about driving efficiency with AI, but the potential of AI is in driving growth and personalization.”
About:
Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company’s Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.
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 true personalization?
How can AI enhance personalization?
How does personalization contribute to customer loyalty and satisfaction?
How can businesses balance personalization with customer data privacy concerns?
What are some common misconceptions about personalization in customer service?
Top Takeaways
Personalization means using what you’ve learned about the customer from their past interactions to improve their future experiences.
True personalization is not just about using a customer’s name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.
There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer’s journey.
Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.
Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions.
Starting with personalization doesn’t have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it.
Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization.
Empower me: Start with the customer. How are you helping them solve problems or fulfill a need?
Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between.
Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them.
Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.
Delight me: Make the personalized experience seem more magical.
Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in!
Quotes:
“Personalization isn’t just customization. Personalization is taking what you’ve learned about a customer in an interaction and making their next interaction better, faster, or more convenient.”
“Now, with AI, we’re moving towards an individualized view of personalization. It is more than using a customer’s name to offer recommendations. If you are not contextualizing engagement based on what you know about a customer, that’s not true personalization.”
“Personalization is a way to drive growth with AI. We talk so much about driving efficiency with AI, but the potential of AI is in driving growth and personalization.”
About:
Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company’s Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman.
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 6, 2024
Top 5 Customer Service & CX Articles for Week of October 7, 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.
7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz
(MarTech) Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. It goes beyond a product’s or service’s functional benefits and taps into customers’ feelings, values and identity.
My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. I’ve preached that there is no customer loyalty without some level of emotional connection. Transactions must become interactions that are part of a bigger and longer relationship. Here are seven ideas to create emotional connections. You won’t disagree with any of them. The question is, are you doing any – or even all – of them?
What All World-Class Customer Experience Brands Have in Common by John DiJulius
(The DiJulius Group) Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of their team members knows and understands it in detail.
My Comment: My friend and fellow CX expert, John DiJulius, is one of my favorite people to follow. His recent article about a customer experience action statement is important for every organization to read. If you don’t have an action statement (what I refer to as a ), then it’s time to create one. John defines the action statement (or mantra) as: A clear call to action of what every employee should intentionally achieve every time they interact with a customer. This short article will give you the structure you need to get started.
Brand Loyalty Is Lagging. Here’s How to Catch Up by Roger Williams
(The Drum) According to Marigold’s new Relationship Marketing Trends: Brand Rankings Report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the past year. While earning customer loyalty can be elusive, the report offers insights into effective tactics for achieving valuable long-term customer relationships.
My Comment: Consider the opening statistic cited in this article: According to Marigold’s Relationship Marketing Trends report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the last year. That’s almost four of ten customers! There are some other compelling stats, and one of the ways to create a personalized experience is to get customer data. The article suggests that coupons, discounts, loyalty points, rewards, and more incentives are ways to go about it. I’m okay with that, but often times, that fosters more repeat business than true loyalty. However, it’s a good start. If you combine that with a great CX, customers will keep coming back.
Top 5 Customer Loyalty Programs That Work by Retail Merchandiser
(Retail Merchandiser) In today’s competitive market, businesses need more than just quality products or services to retain customers—they need to cultivate loyalty. Customer loyalty programs are key to building lasting relationships, encouraging repeat purchases, and fostering brand advocacy.
My Comment: As long as we’re talking about loyalty programs, how about we learn from some of the best, including Starbucks, Amazon Prime, Sephora Beauty, Expedia, and Grubhub? These brands have cracked the code of loyalty programs. Again, they are points and rewards programs that drive repeat business. However, these brands are known for a strong CX, which means they have a winning combination that gets customers coming back again and again.
What Is AI Customer Experience? Tips for Small Businesses by Shopify Staff
(Shopify) Artificial intelligence may have once conjured up images from science fiction, but today, 84% of ecommerce businesses are either already using AI solutions or considering implementing them into their workflows. More than ever, business leaders recognize AI’s potential to improve the customer experience.
My Comment: We’ll wrap up this week’s roundup with an excellent article on ten ways any company (not just small businesses) can use AI to improve many areas of business, including customer experience, customer support, higher productivity and efficiency, and more. Just ten years ago, much of this list would cost hundreds of thousands of dollars to implement. Not anymore. Today, just about any sized company – even the smallest businesses – can implement AI solutions at very affordable prices. And as the cost has come down, the capabilities have improved at an incredible level. Check out the list and choose which of these will work for you.
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.
7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz
(MarTech) Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. It goes beyond a product’s or service’s functional benefits and taps into customers’ feelings, values and identity.
My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. I’ve preached that there is no customer loyalty without some level of emotional connection. Transactions must become interactions that are part of a bigger and longer relationship. Here are seven ideas to create emotional connections. You won’t disagree with any of them. The question is, are you doing any – or even all – of them?
What All World-Class Customer Experience Brands Have in Common by John DiJulius
(The DiJulius Group) Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of their team members knows and understands it in detail.
My Comment: My friend and fellow CX expert, John DiJulius, is one of my favorite people to follow. His recent article about a customer experience action statement is important for every organization to read. If you don’t have an action statement (what I refer to as a ), then it’s time to create one. John defines the action statement (or mantra) as: A clear call to action of what every employee should intentionally achieve every time they interact with a customer. This short article will give you the structure you need to get started.
Brand Loyalty Is Lagging. Here’s How to Catch Up by Roger Williams
(The Drum) According to Marigold’s new Relationship Marketing Trends: Brand Rankings Report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the past year. While earning customer loyalty can be elusive, the report offers insights into effective tactics for achieving valuable long-term customer relationships.
My Comment: Consider the opening statistic cited in this article: According to Marigold’s Relationship Marketing Trends report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the last year. That’s almost four of ten customers! There are some other compelling stats, and one of the ways to create a personalized experience is to get customer data. The article suggests that coupons, discounts, loyalty points, rewards, and more incentives are ways to go about it. I’m okay with that, but often times, that fosters more repeat business than true loyalty. However, it’s a good start. If you combine that with a great CX, customers will keep coming back.
Top 5 Customer Loyalty Programs That Work by Retail Merchandiser
(Retail Merchandiser) In today’s competitive market, businesses need more than just quality products or services to retain customers—they need to cultivate loyalty. Customer loyalty programs are key to building lasting relationships, encouraging repeat purchases, and fostering brand advocacy.
My Comment: As long as we’re talking about loyalty programs, how about we learn from some of the best, including Starbucks, Amazon Prime, Sephora Beauty, Expedia, and Grubhub? These brands have cracked the code of loyalty programs. Again, they are points and rewards programs that drive repeat business. However, these brands are known for a strong CX, which means they have a winning combination that gets customers coming back again and again.
What Is AI Customer Experience? Tips for Small Businesses by Shopify Staff
(Shopify) Artificial intelligence may have once conjured up images from science fiction, but today, 84% of ecommerce businesses are either already using AI solutions or considering implementing them into their workflows. More than ever, business leaders recognize AI’s potential to improve the customer experience.
My Comment: We’ll wrap up this week’s roundup with an excellent article on ten ways any company (not just small businesses) can use AI to improve many areas of business, including customer experience, customer support, higher productivity and efficiency, and more. Just ten years ago, much of this list would cost hundreds of thousands of dollars to implement. Not anymore. Today, just about any sized company – even the smallest businesses – can implement AI solutions at very affordable prices. And as the cost has come down, the capabilities have improved at an incredible level. Check out the list and choose which of these will work for you.
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 1, 2024
Customer Service Week 2024
If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.” Here are five ideas to celebrate.
There’s nothing wrong with acknowledging customers during this week. I encourage it. But who makes those customers want to do business with you? Your employees! So, with that in mind, here are five ideas, one for each day of the week, to inspire you to motivate and appreciate your employees:
On Monday, kick off the week with a rally around your customer service vision. And if you don’t have one, now’s the time. I refer to this vision as a mantra, which is a sentence or less describing what you want your customers to experience. My favorite, and if you’ve been following me, you will already know this, comes from The Ritz-Carlton: We are ladies and gentlemen serving ladies and gentlemen.
Tuesday is Testimonial Tuesday. Invite several customers to record a 60-second video testimonial about how much they enjoy doing business with your organization and its employees. These can be edited together to create a short video. If you have video monitors at work, play it throughout the day. You can also email it to all employees.
Wednesday is Innovation Day. This is like a massive suggestion box exercise. Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more. All suggestions – big or small – are encouraged. Participation guarantees entry into a prize drawing, celebrating the spirit of innovation rather than competition.
Let’s make Thursday about food. Bring in pizza or ice cream for the employees to enjoy. And if you really want to show how much they are appreciated, have the leadership or management serve it up. This doesn’t have to be extravagant. Just a little something to say, “Thank you for doing a great job!”
Friday is Kudos Day. This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Assign this idea at the beginning of the week, maybe even a week before.
Celebrate your employees all year.
Over the years, I’ve shared many more ideas about Customer Service Week. You don’t have to do something every day. And maybe there are other ideas that you want to do during the week. This short article is meant to jump-start your creativity. And if you think it’s too late for this year’s “celebration,” start planning for next year. And finally, even though Customer Service Week is five days, that doesn’t mean you shouldn’t express appreciation to your employees and customers all throughout the year.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How is AI transforming both employee and customer experiences?
Can AI be utilized effectively in smaller companies with limited budgets?
How does AI improve efficiency and productivity for customer service teams?
What is the impact of AI on employee retention?
What are the challenges related to integrating AI into existing customer service systems?
Top Takeaways
Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.
The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations.
AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers.
By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.
Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.
AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly.
By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality.
Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in!
Quotes:
“AI supercharges people. It doesn’t replace human-to-human interaction. It just makes everything better, faster, and easier.”
“Back in the day, if you needed to use artificial intelligence in your business, you would need a team of data scientists. Now, there are companies that can do that on your behalf, so you can just plug it in and start working. You don’t need to be an expert in the field to start taking advantage of artificial intelligence.”
“From an employment standpoint, I see AI as an augmentation. It makes the employee’s job easier and makes them more effective. It gives them the information they need right when they need it. As a byproduct, they don’t feel as stressed and as frustrated.”
“Take a holistic approach to artificial intelligence. If you are putting in a point solution, it can create confusion in the customer journey. Invest in something more comprehensive to get all the benefits of AI ‘from the cradle to the grave.'”
About:
Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences.
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 is AI transforming both employee and customer experiences?
Can AI be utilized effectively in smaller companies with limited budgets?
How does AI improve efficiency and productivity for customer service teams?
What is the impact of AI on employee retention?
What are the challenges related to integrating AI into existing customer service systems?
Top Takeaways
Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.
The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations.
AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers.
By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support, AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.
Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.
AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly.
By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality.
Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in!
Quotes:
“AI supercharges people. It doesn’t replace human-to-human interaction. It just makes everything better, faster, and easier.”
“Back in the day, if you needed to use artificial intelligence in your business, you would need a team of data scientists. Now, there are companies that can do that on your behalf, so you can just plug it in and start working. You don’t need to be an expert in the field to start taking advantage of artificial intelligence.”
“From an employment standpoint, I see AI as an augmentation. It makes the employee’s job easier and makes them more effective. It gives them the information they need right when they need it. As a byproduct, they don’t feel as stressed and as frustrated.”
“Take a holistic approach to artificial intelligence. If you are putting in a point solution, it can create confusion in the customer journey. Invest in something more comprehensive to get all the benefits of AI ‘from the cradle to the grave.'”
About:
Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 30, 2024
Top 5 Customer Service & CX Articles for Week of September 30, 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.
CX Day: Better Outcomes for Everyone by Lynn Hunsaker
(CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.
My Comment: Tomorrow (October 1, 2024) is CX Day. Our friend Lynn Hunsaker shares an article about this year’s theme: Good CX delivers better outcomes for customers, employees, and organizations. So read this article, along with the others in today’s Top Five roundup, and focus on creating a better CX for everyone – and not just for tomorrow, but for every day!
10 Steps to Boost Employee Motivation for Better Customer Experience by Ricardo Saltz Gulko
(CMSWire) There’s a powerful link between employee motivation and customer experience. Empowering your team drives better customer outcomes and business success.
My Comment: While tomorrow is CX Day, next week (the first full week of October) is Customer Service Week. I always say, “A good CX starts with a good EX (Employee Experience),” and that is what Customer Service Week is all about: recognizing and appreciating the employees who get customers to say, “I’ll be back!” The author of this article shares ten ideas to motivate employees. I’m sure you’ll find one or two you can use. This is a perfect conversation starter for ways to recognize and motivate your employees for Customer Service Week and beyond.
Debunking Your Biggest Customer Experience Misconceptions by Annette Franz
(CustomerThink) It’s important that everyone is clear on the definition of customer experience because there are so many incorrect uses of the term and misconceptions about the concept itself. It creates confusion and dilutes the concept and the work that needs to be done.
My Comment: I love a great list, and Annette Franz has given us 25 CX misconceptions. According to Franz, there are plenty of misconceptions and misuses of the term Customer Experience (CX). She starts with her definition of CX and helps us understand why people are confused.
CX + EX = BG: the Formula for Sustainable Business Growth by ML Maco
(CIO) Exceptional Customer Experience (CX) is vital for brands to differentiate themselves, but it can only be achieved by also focusing on Employee Experience (EX), as the two are deeply interconnected. By aligning CX and EX, companies can drive measurable business growth, with engaged employees delivering better customer service and fostering loyalty…ultimately leading to sustainable success.
My Comment: Here’s a new formula for you to consider. What causes business growth? It’s the combination of CX and EX. As mentioned earlier in this roundup, you can’t have a good CX without an EX. The two are connected. If you want customers to come back, provide a great CX. If you want employees to stay, provide a great EX. If you combine the CX and EX, everyone wins!
The Blueprint for Great Customer Experience by Billy Klein
(Marketing Mag) For any business focused on growing its brand and increasing market share, loyalty, awareness and revenue, the marketing department can be one of most strategic and impactful growth levers.
My Comment: Let’s wrap this week’s roundup with two incredible findings. First is Qualtrics survey that claims poor CX puts $5.5 trillion on the line. That’s a HUGE number. The second is PwC’s annual Global CEO Survey, which reports that CEOs rank changing customer demands as one of the greatest risks to the business. And there’s much more in this excellent article.
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.
CX Day: Better Outcomes for Everyone by Lynn Hunsaker
(CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.
My Comment: Tomorrow (October 1, 2024) is CX Day. Our friend Lynn Hunsaker shares an article about this year’s theme: Good CX delivers better outcomes for customers, employees, and organizations. So read this article, along with the others in today’s Top Five roundup, and focus on creating a better CX for everyone – and not just for tomorrow, but for every day!
10 Steps to Boost Employee Motivation for Better Customer Experience by Ricardo Saltz Gulko
(CMSWire) There’s a powerful link between employee motivation and customer experience. Empowering your team drives better customer outcomes and business success.
My Comment: While tomorrow is CX Day, next week (the first full week of October) is Customer Service Week. I always say, “A good CX starts with a good EX (Employee Experience),” and that is what Customer Service Week is all about: recognizing and appreciating the employees who get customers to say, “I’ll be back!” The author of this article shares ten ideas to motivate employees. I’m sure you’ll find one or two you can use. This is a perfect conversation starter for ways to recognize and motivate your employees for Customer Service Week and beyond.
Debunking Your Biggest Customer Experience Misconceptions by Annette Franz
(CustomerThink) It’s important that everyone is clear on the definition of customer experience because there are so many incorrect uses of the term and misconceptions about the concept itself. It creates confusion and dilutes the concept and the work that needs to be done.
My Comment: I love a great list, and Annette Franz has given us 25 CX misconceptions. According to Franz, there are plenty of misconceptions and misuses of the term Customer Experience (CX). She starts with her definition of CX and helps us understand why people are confused.
CX + EX = BG: the Formula for Sustainable Business Growth by ML Maco
(CIO) Exceptional Customer Experience (CX) is vital for brands to differentiate themselves, but it can only be achieved by also focusing on Employee Experience (EX), as the two are deeply interconnected. By aligning CX and EX, companies can drive measurable business growth, with engaged employees delivering better customer service and fostering loyalty…ultimately leading to sustainable success.
My Comment: Here’s a new formula for you to consider. What causes business growth? It’s the combination of CX and EX. As mentioned earlier in this roundup, you can’t have a good CX without an EX. The two are connected. If you want customers to come back, provide a great CX. If you want employees to stay, provide a great EX. If you combine the CX and EX, everyone wins!
The Blueprint for Great Customer Experience by Billy Klein
(Marketing Mag) For any business focused on growing its brand and increasing market share, loyalty, awareness and revenue, the marketing department can be one of most strategic and impactful growth levers.
My Comment: Let’s wrap this week’s roundup with two incredible findings. First is Qualtrics survey that claims poor CX puts $5.5 trillion on the line. That’s a HUGE number. The second is PwC’s annual Global CEO Survey, which reports that CEOs rank changing customer demands as one of the greatest risks to the business. And there’s much more in this excellent article.
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.
September 24, 2024
How’s the Weather and Other Stock Lines that Prove the Rep Is Uninterested
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience. “How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there are better questions. I know what you’re thinking: “So, Shep, what are those questions?” I’m glad you asked. I’ll give you some examples, but first, realize that depending on your type of business, these questions may or may not be appropriate. Use them to start thinking about good questions you can ask to break the ice and build rapport.
Here are five to get you started:
“What’s been the highlight of your day so far?” This is a great question when you’re waiting for the computer to get you some information. It’s a step up from “How’s the weather?” This question requires that you respond to the customer’s answer. Do so with genuine interest. You may want to refer to an article I wrote about being interested in your customers.
“I see you’re calling from (NAME THE CITY). I’ve never been there. What’s it like?” Once you acknowledge what city the customer is from, the question could be different based on your knowledge. For example, you could say, “I’ve always wanted to go there” or “I grew up there,” and continue with a short follow-up comment. Remember, the goal is to build rapport.
“Is that a dog I hear in the background?” People love talking about their dogs. And if it’s kids you hear in the background, even better. Be sure to properly acknowledge the answer to prove the question was sincere.
“I see you’ve been a customer with us for (X) years. What keeps you coming back?” This acknowledges the tenure of the customer. It allows them to verbalize why they like you, your products, and your company. At the same time, you’re getting feedback that may be worth sharing with others on your team.
“If you could change one thing about your experience with us, what would it be?” This is my favorite feedback question, and while it may not be the question you lead with if you have an opportunity to ask it during the conversation, you may get some very valuable intel.
Stay away from “How’s the weather?”
All of these questions show you care. Building rapport is essential to creating a positive experience. Stay away from “How’s the weather?” and other generic lines. Focus on questions that are more meaningful and relevant. Your questions and responses are key to making customers feel valued and appreciated.
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.
September 23, 2024
How to Build a Culture That Employees and Clients Love with Terry Turner
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does a positive employee experience translate to a better customer experience?
What are effective strategies for reducing employee turnover?
How can businesses balance high-tech solutions with high-touch customer service?
How does stability in the workforce enhance overall customer satisfaction?
How does employee empowerment impact the quality of customer service?
Top Takeaways
The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.
Using the word “clients” instead of “customers” can convey a deeper, more lasting relationship. While “customers” might imply a transactional relationship, “clients” suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.
Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.
Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients’ names and remembering previous interactions.
Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.
The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.
Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!
Quotes:
“The number one inhibitor of great service is turnover. If you can’t stabilize your workforce, there’s no chance you’ll give great service.”
“When we can create a group of excited employees, we can translate that into a great client experience. If we create raving fans from these experiences, we can produce a great shareholder return.”
“You will never get the client experience to exceed that of the employee experience. If you invest in your employees, they will create a great client experience. “
“Combine high touch with high tech. You don’t need to have the newest technology or the slickest bells and whistles. You need technology that matches the needs of your customers.
About:
Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.
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 a positive employee experience translate to a better customer experience?
What are effective strategies for reducing employee turnover?
How can businesses balance high-tech solutions with high-touch customer service?
How does stability in the workforce enhance overall customer satisfaction?
How does employee empowerment impact the quality of customer service?
Top Takeaways
The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.
Using the word “clients” instead of “customers” can convey a deeper, more lasting relationship. While “customers” might imply a transactional relationship, “clients” suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.
Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.
Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients’ names and remembering previous interactions.
Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.
The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.
Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!
Quotes:
“The number one inhibitor of great service is turnover. If you can’t stabilize your workforce, there’s no chance you’ll give great service.”
“When we can create a group of excited employees, we can translate that into a great client experience. If we create raving fans from these experiences, we can produce a great shareholder return.”
“You will never get the client experience to exceed that of the employee experience. If you invest in your employees, they will create a great client experience. “
“Combine high touch with high tech. You don’t need to have the newest technology or the slickest bells and whistles. You need technology that matches the needs of your customers.
About:
Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 22, 2024
Top 5 Customer Service & CX Articles for Week of September 23, 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.
Your Customers Are Changing Fast, Are You? by Joseph Michelli
(CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional. The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom.
My Comment: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” Joseph includes five lessons that can apply to your business to ensure you’re “keeping up.”
Jim Cramer Says AI’s Real Enterprise Value Lies in Customer Service by Julie Coleman
(CNBC) CNBC’s Jim Cramer on Tuesday pinpointed why he thinks artificial intelligence is useful across the business world, saying its value stems from customer service potential across industries.
My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. If he said it, it must be true! Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Cramer shares his unfiltered opinion on why. I love that he says, “It (AI) has time for you. It acknowledges you. It has a brain. It’s polite…” You get the idea. He’s bullish on AI.
Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr.
(Inc. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 rotisserie chicken and came home with a $1,000 television instead? We laugh because it’s funny, and we laugh because it’s true. To be fair, it’s also a secondary part of a business model.
My Comment: I’m a big Costco fan, and I love this article because it gives you a glimpse into the way Costo thinks about its members/customers. They are rolling out a feature to inform customers of the inventory levels of what the customer may want to purchase. Why is this important? You’ll have to read the article. More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.
Personal Touch Helps Banks Satisfy Customers by Grant Thornton
(Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location. With the rise of digital banking options from fintech companies and tech giants, many customers work with upwards of five different institutions to meet their various financial needs. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.
My Comment: While this article comes from the banking industry, it contains plenty of information and ideas that can be applied to any business. To start with, the title could be about any industry. Everyone wants a frictionless experience, personalization, and better overall experiences. So, let’s learn from the banks.
5 Ways Retail Leaders Are Improving the Customer and Associate Experience by Toshiba Global Commerce Solutions
(Retail Dive) In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper spending still occurs in physical stores, making in-store experiences a critical aspect of retail success. Leading retailers understand that providing exceptional in-store experiences is not just about staying competitive—it’s about thriving in a highly competitive market.
My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. Even if you’re not in retail, you’ll find ideas any company from any industry might consider. My favorite idea is number three: proactive maintenance over reactive maintenance. How much do you love the company that takes care of your problem before you know about it?
BONUS
Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper
(Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres.
My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.
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.
Your Customers Are Changing Fast, Are You? by Joseph Michelli
(CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional. The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom.
My Comment: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” Joseph includes five lessons that can apply to your business to ensure you’re “keeping up.”
Jim Cramer Says AI’s Real Enterprise Value Lies in Customer Service by Julie Coleman
(CNBC) CNBC’s Jim Cramer on Tuesday pinpointed why he thinks artificial intelligence is useful across the business world, saying its value stems from customer service potential across industries.
My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. If he said it, it must be true! Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Cramer shares his unfiltered opinion on why. I love that he says, “It (AI) has time for you. It acknowledges you. It has a brain. It’s polite…” You get the idea. He’s bullish on AI.
Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr.
(Inc. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 rotisserie chicken and came home with a $1,000 television instead? We laugh because it’s funny, and we laugh because it’s true. To be fair, it’s also a secondary part of a business model.
My Comment: I’m a big Costco fan, and I love this article because it gives you a glimpse into the way Costo thinks about its members/customers. They are rolling out a feature to inform customers of the inventory levels of what the customer may want to purchase. Why is this important? You’ll have to read the article. More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.
Personal Touch Helps Banks Satisfy Customers by Grant Thornton
(Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location. With the rise of digital banking options from fintech companies and tech giants, many customers work with upwards of five different institutions to meet their various financial needs. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.
My Comment: While this article comes from the banking industry, it contains plenty of information and ideas that can be applied to any business. To start with, the title could be about any industry. Everyone wants a frictionless experience, personalization, and better overall experiences. So, let’s learn from the banks.
5 Ways Retail Leaders Are Improving the Customer and Associate Experience by Toshiba Global Commerce Solutions
(Retail Dive) In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper spending still occurs in physical stores, making in-store experiences a critical aspect of retail success. Leading retailers understand that providing exceptional in-store experiences is not just about staying competitive—it’s about thriving in a highly competitive market.
My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. Even if you’re not in retail, you’ll find ideas any company from any industry might consider. My favorite idea is number three: proactive maintenance over reactive maintenance. How much do you love the company that takes care of your problem before you know about it?
BONUS
Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper
(Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres.
My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.
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.
September 17, 2024
Potential Profit Killer: Making Assumptions About Customers
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend. She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a Book by Its Cover . The words “big mistake” are a callback to the movie Pretty Woman, starring Julia Roberts and Richard Gere, where in one scene, a salesperson at an upscale store wouldn’t wait on Robert’s character because of the way she was dressed. In the article, I opened with an old proverb: Outward appearances are not a reliable indication of true character.
It’s time to resurrect the idea with some thoughts that my buddy Norman shared. He said, “You never know who people are, what they are, who they know and what they know. You just don’t know. So, I assume they are the most important and influential people on the planet.”
Making Assumptions About Customers Can Be Costly.
Norman’s perspective highlights a common mistake in customer service: assumptions can be costly. When we decide who someone is based on their appearance or a first impression, we risk not only a potential sale but also a longer relationship that could have been built. This story is a great reminder of how all customers should be treated. We should always remember the following:
Every customer deserves respect: No matter how someone is dressed, the way they look or the way they act initially, each customer deserves the same level of respect and attention.
First impressions can be deceiving: As Norman points out, you never truly know who you’re dealing with. The person who may not look the part could turn out to be your best customer.
The power of word of mouth: The woman in Norman’s story didn’t just buy a chess set. She left with a lasting impression of the store that likely influenced how she talked about the store – and the experience – to others. Had she not been friends with the owner, who knows what negative comments she might eventually make. Positive experiences can lead to positive reviews and referrals. Negative ones can do just the opposite.
Norman’s story isn’t about a lost commission. It’s an example of what happens when we forget the very basics of not only customer service, but also how people should be treated. Let this story be a reminder of how all people should be treated – and don’t rely on assumptions.
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.
