Shep Hyken's Blog, page 20

Stop It: Ten Bad Customer Service and CX Habits You Need to Stop

Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor. In 1960, his comedy record The Button-Down Mind of Bob Newhart reached No. 1 on Billboard’s pop album chart.  

But enough about Newhart’s history and accolades, why is he showing up in an article about customer service and experience? The answer can be found in one of his TV specials in a funny sketch titled Stop It .  

Seven years ago, I first shared a link to the Stop It video in an article I wrote titled Just Stop It . The focus was to stop doing the things that customers complain about most. To honor and remember the late Bob Newhart, I’d like to bring back the theme of Stop It, and this time, focus on stopping bad habits, systems, or policies that destroy a good customer experience. With that in mind, here are 10 bad customer service habits that, if you notice they are happening, will make you want to say, “Stop it!” 

Stop putting customers on hold for too long. If you must put customers on hold, tell them how long and provide an option to be called back. 


Stop transferring customers multiple times. Get them to the right person the first time! 


Stop asking for feedback if you’re not going to take advantage of it. Our CX research (sponsored by RingCentral) found that 71% of U.S. customers assume the company won’t make changes based on their responses to a customer satisfaction survey.  


Stop using company or technical jargon your customers might not know or understand. This makes them feel uncomfortable and may make them feel like you’re “talking above them.” 


Stop making promises you don’t keep. For example, if you say you’ll call someone back in an hour, don’t be late.  


Stop making it hard for customers to talk to a live person. If you have live agents to support customers, don’t make it complicated or hard to get to them.   


Stop relying on too much automation. Some companies have gone 100% digital, eliminating customer service agents. Even Amazon, the most digital retailer in the world, has customer service reps to help when problems arise. 


Stop blaming others for a mistake or problem, even if it is someone else’s fault. Customers don’t care who is at fault. What they care about is talking to someone who will help them. Even if it’s not your fault, it’s your opportunity to make things right. No blame is needed for that. 


Stop being anything less than easy to do business with. This is a big one. Customers want frictionless, no-hassle experiences. Evaluate your processes, systems and policies to ensure they are customer-friendly. 


Stop being average! Even an experience that is the tiniest bit better than average, as long as it’s consistent, will get customers to say things like, “They are always so helpful (friendly, knowledgeable, etc.).” The consistent above-average experience will make customers say, “I’ll be back!” 

This list of 10 ideas to stop is just a start. Sit down with your team and use this list as an idea starter to discuss the issues, problems and complaints you hear about more often than others. Then, as the late Bob Newhart said, “Stop 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.

How AI and Humans Are Changing the Customer Service Game with Gaurav Passi

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

How can businesses effectively balance AI and human interaction in customer service? 
What are the most effective strategies for leveraging AI to enhance customer experiences? 
Why is it important to prioritize long-term customer relationships over individual transactions? 
How can AI tools provide hyper-personalized service to customers? 
How can businesses effectively handle after-hours customer calls using AI tools?

Top Takeaways

Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.  


When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.  


Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company’s website to get the contact information. Once they click on “Contact Us,” they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies. 


The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.  


While many customers still prefer traditional phone customer service, there’s a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences. 


AI can handle a large percentage of “one shot, one kill” questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can’t replicate.  


By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS). 


Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!

Quotes:
“The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market.” 

“Whether you are a Fortune 50 or 20-person company, everybody wants one thing—for customers to be happy.”  

“The end goal is the customer’s happiness. Every customer is different and has different needs. Companies must know when to leverage AI and when to involve humans in the loop.” 

“AI handles most queries efficiently, empowering the customer while still allowing for human interaction when necessary, ensuring a balance between automation and human touch.” 
About:
Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.

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 August 12, 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.
Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review
(Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success. The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn.

My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies.
8 CX Lessons from the Microsoft/CrowdStrike Outage by Karthik Kashyap
(Spiceworks) The CrowdStrike/Microsoft outage in July significantly affected several businesses. Discover how it affected customer experience and tips on how CX leaders can prepare for such incidents.

My Comment: A few weeks ago, a software upgrade from CrowdStrike didn’t go well and impacted the customer experience in many industries, especially the travel industry. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days. This article tells the story and shares the lessons any company can use in the face of a CX crisis.
CX+EX=BG, with Added AI: a Winning Formula for Customer Experience by Joe O’Halloran
(Computer Weekly) Guaranteeing customer experiences of the highest level possible is one of the cornerstones of the modern business. Is there a magic formula? It could well be a combination of artificial intelligence and pixie dust.

My Comment: What happens inside an organization drives the customer experience on the outside. In other words, the EX (employee experience) impacts the CX. And you can’t ignore how AI is impacting business. When integrating AI, used the right way, the experience is elevated, and BG (Business Growth) becomes possible.
Good Loyalty Programs Drive Word-of-Mouth Recommendations by Bryan Wassel
(Grocery Dive) Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.

My Comment: A good loyalty program helps drive repeat business and, according to the author of the article, is a good strategy for referrals and recommendations. But there’s more. The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. Don’t overlook the data!
Why Citizen Experience Matters as Much as Customer Experience by Tom Brannen
(No Jitter) The gap between what we experience as a private-sector customer compared to what we experience as citizens is only getting bigger. There are ways AI can close the gap.

My Comment: In our customer service and CX research (sponsored by RingCentral), we asked more than 1,000 US consumers if they thought the government provided good customer service. Only 18% said, “Yes.” (Ouch!) This article takes a look at the Citizen Experience (another CX). Maybe the next time you go to the DMV or have a question about your social security account, you’ll get a better experience.
BONUS
Self-Service Customer Service: Key Capabilities and Strategies by Gartner
(Gartner) Modern CX demands a self-service-first mindset. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs.

My Comment: Next month, I’ll be traveling to Dubai to speak at MIT Sloan Management Review’s Customer Centricity Summit and Awards. This short article has a few details about the event. If you happen to be in the area and CX is important to you (you know it is!), consider attending the event.

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.

Try a Triage Approach to Customer Complaints

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underlying causes.” 

Triage is an interesting word. It’s a medical term, but I wanted to better understand the definition, so I did what most people do. I Googled the word, and this is the definition from Merriam-Webster: 

The sorting and allocating of treatment to patients, especially battle and disaster victims, according to a system of priorities designed to maximize the number of survivors. 


The assigning of priority order to projects on the basis of where funds and other resources can be best used, are most needed, or most likely to achieve success. 

The first definition confirmed that the CEO’s comment was accurate. They fix problems, but don’t seem to be preventing the problems. The second definition sounds like common practice for most businesses, not just hospital emergency rooms. They prioritize projects – in this case, customer service issues – and focus on what will provide the best return. 

I loved the CEO’s comment because he recognized the end goal wasn’t to deliver great customer service when there was a problem but to create a customer experience that had few, if any, problems. Put another way, it’s one thing to fix problems. It’s another to understand why there’s a problem and create a preventative solution or system that eliminates – or at least mitigates – the problem in the future. Yes, there will be customer service issues, but with this line of thinking, you can eliminate many problems and complaints. 

This reminded me of commercials I remember seeing when I was a kid. From 1967-1988, there were commercials for Maytag washers and dryers. Many of you are too young to remember the Maytag repairman known as “Ol’ Lonely,” who was lonely and bored because the Maytag equipment was so dependable. Of course, the machines weren’t perfect, but they were reputed to be more reliable than competitors. 

I like the idea of boring – when it comes to problems and complaints. Nothing would make me happier than to see the true depiction of a company’s customer service agents sitting around bored because customers seldom called with complaints.  

So, consider this question: Would you rather be the company known for solving problems when they happen or the company that doesn’t have problems?

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.

An Inclusive Employee Experience with Jonathan Stutz

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

How can internal culture impact the external customer experience? 
How can inclusivity and diversity contribute to creating high-performance teams? 
What are SMARTIE goals? 
In what ways can leaders focus on inclusion first to build a culture of belonging and positively impact the customer experience? 
How can leaders manage difficult conversations in the workplace to promote inclusivity and equity? 

Top Takeaways

Internal culture and employee experience are the foundation for enhancing customer experience. When employees feel valued and connected to their managers, coworkers, and the organization they work for, it positively impacts the quality of service and engagement with customers. 


Building an organization’s strong and welcoming culture is about making employees feel understood and valued. When this happens, trust between employees and leaders, managers, supervisors, and fellow employees dramatically increases. Establishing trust lessens employee churn. If you want to keep your customers coming back, you must ensure that your employees also look forward to returning to work.  


Creating an inclusive and diverse workplace is about building high-performing teams that represent the perspectives and backgrounds of employees and customers. It is not about complying with a quota or hiring diverse employees for the sake of appearing diverse. It is about opening up opportunities for everyone and hiring the best people.  


The IDE (Inclusion, Diversity, and Equity) approach emphasizes prioritizing inclusion first, followed by diversity and equity. When employees feel safe, welcome, and comfortable being themselves, they set the stage for attracting and retaining a diverse and engaged workforce. 


We all benefit from a diverse, inclusive environment. It’s not about one person winning and another losing. Instead, it’s about leveraging various perspectives and experiences to benefit the customers, the employees, and the company. 


Plus, Jonathan shares practical tips that leaders can start doing today to create a culture of belonging. Tune in! 

Quotes:
“Employees that feel connected to their managers and coworkers and feel as if they are seen, heard, and understood, give more of themselves to the organizations and their customers.” 

“When you create a culture and environment where people feel safe and welcome to be themselves, you will have a higher opportunity of attracting and keeping employees.” 

“Diversity in the workplace is not about quotas. It is about casting your nets wide, creating a diverse selection of candidates, and then hiring the best person for the job.” 

“You must have a workforce that mirrors your customers. How will you understand their needs if they don’t have their perspectives represented and heard?”
About:
Jonathan Stutz is the Founder and President of Global Diversity Partners, Inc. He has over 25 years of experience in leadership roles at companies such as Amazon, Microsoft, and Zulily. His book, Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .

The 3 E’s of Customer Experience with Michelle Pascoe Copy

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What does “Hospitality Mentality” mean? 
What is the difference between customer service and customer experience? 
How can businesses create a memorable last impression for customers? 
Why is a values-based education important in shaping employees’ customer behaviors and interactions? 
How do you equip frontline team members to deliver an exceptional customer experience?

Top Takeaways

Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer’s journey, from the moment they walk in to the moment they leave, is an opportunity to amaze. 


Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back. 


Michelle shares the 3 E’s of Customer Experience: 

Expectation: What does your marketing say about you? What are you creating in your customers’ minds? 
Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?  
Evaluation: What are your customers thinking about your business as they walk out the door? 




When we live out our company’s values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn’t align with our values, we can call it out with clarity and proper discipline. 


Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced. 


Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce. 


Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in! 

Quotes:
“Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don’t even meet the expectation, they will certainly not come back.” 

“Customer service is delivering what you said you were going to deliver. Customer experience is how you make them feel.” 

“People learn in different ways. As business owners and managers, we want our employees to do as they are told. Training is the opportunity for our employees to understand the “why” behind every single step, procedure, and system we’re putting in place.” 

“The people who will stay with your business are people who have been seen and heard and feel that you care for them.” 

“We all focus on that first impression, but let’s look at that last impression. It’s all about creating that amazing experience journey from the moment they walk in to the moment they leave.” 

“When it comes to service recovery, remember that you’re dealing with a person with feelings and a heart.” 
About:
Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth. 

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 August 5, 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.
How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media
(BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. In fact, £29.6 billion was spent on digital advertising in 2023 alone. With this amount of money going towards advertising, making sure you’ve got the right customer experience strategy is essential for all advertising and marketing efforts.

My Comment: Customer Experience (CX) is marketing – and vice versa! Consider this quote from the article: “When marketing, it can be easy to focus on the products and services you want to promote. But this means that businesses are missing the crucial part – the customers.”
How Return Policies Fit into Retail Customer Experience by S.L. Fuller
(Retail Dive) Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies.

My Comment: Easy and hassle-free returns are part of customer experience. Our 2024 CX research (sponsored by RingCentral) found that a friendly return policy is one of the top five reasons customers come back. This article highlights the importance of a return policy and includes some insights from L. L. Bean, who was one of the brands known for their “no questions asked” policy.
9 Must-Know Customer Loyalty Statistics for 2024 by Achille Traore
(BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them. Brands are now investing heavily in loyalty programmes to keep customers coming back. Here are the top statistics and trends you should know about customer loyalty in 2024.

My Comment: I love reading customer service and CX research findings. (And not only my own!) Here is an interesting list of nine customer loyalty stats. Most of these are in alignment with our annual study. This is good information and the statistics provide a good argument on why it’s important to invest in CX.
How to Navigate Travel Disruptions While Enhancing Customer Experiences by Peter Slater
(Aircraft Interiors International) Disruptions are an unavoidable aspect of air travel, but the key lies in how we manage them. By adopting an efficient disruption management framework, airlines can significantly minimise the negative impact on passengers despite the challenges. This proactive approach not only safeguards the airline’s reputation, but also strengthens the overall resilience of the aviation sector.

My Comment: It was just over two weeks ago when most airlines had a technology meltdown. Millions of travelers were delayed or stranded. This article focuses on four ideas that the airlines should do, but if you “read between the lines,” all four of these ideas can apply to any business that has a disruption. The gist is to properly communicate, offer flexible solutions, have the right automation and technology to streamline the experience where applicable and follow up after the disruption or issue.
How Average Hold Times Affects Customer Experience by Mike Banbrook
(Convai) How long are you willing to wait on hold for? Five minutes? 30 minutes? More than an hour? We are all familiar with the hold time ‘jingle’ that at some point we find ourselves humming along to. Not to mention the mini heart attack felt when the music stops, we anticipate a welcoming human voice, only to be met with ‘your call is important to us…’ and the tune starts again.

My Comment: How long are your customers willing to wait before they become frustrated, if not even angry? Our CX research finds that 39% of US customers are willing to wait up to five minutes before getting frustrated or angry. This robust article has some great information about how hold times impact CX and what you can do to make the experience better.
BONUS
Setting The Stage For Training And Development Worth Investing In By Matthew Cone
(UWEBC Customer Service) By addressing the needs of your employees, you create the means to extract value from these training programs. By recognizing the value of and investing in this foundation, I know you will find your training and development efforts to be even more valuable to your organization and your team.

My Comment: It was extremely nice of Matthew Cone, customer service director at UWEBC, to summarize an article that featured my take on an employee version of Maslow’s Hierarchy of Needs (that I refer to as the Employee Hierarchy of Needs). In this model, I share an employee experience that starts with the basics (a paycheck) and ends with an engaged and fulfilled employee.
Olympics Leadership Series – Featuring Shep Hyken by Debbie Laskey
(Debbie Laskey’s Blog) With the eyes of the world on Paris, France, for the 33rd Olympiad, which events are you looking forward to? Do you know that the surfing competition will take place 9,770 miles away from Paris in Teahupo’o, Tahiti, an island in French Polynesia? In the spirit of the previous leadership series here on my blog, I’ve asked 17 leadership and marketing experts to respond to five questions with the hope that both the questions and answers lead you to think about the Olympics in new and interesting ways.

My Comment: My friend Debbie Laskey has a blog series that is running in parallel with the Olympics. In this series, she asks a number of business experts great questions to draw similarities between business and the Olympics.

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.

Two Sides of Customer Service: The Dark Side and the Shep Side

Let’s play a game. We can call it Lousy Service Versus Good Service, or a better title I came up with: The Dark Side Versus the Shep Side. 

The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Here are some Dark Side and Shep Side examples: 

Dark Side: Making customers wait for long, unreasonable lengths of time. 

Shep Side: Customers don’t wait. But that’s not always possible, so if they do have to wait, they are told how long, and the company honors its commitment. 

Dark Side: Employees are rude. In my annual customer service research (sponsored by RingCentral), the top reason customers leave one company to go to another is rude employees!  

Shep Side: Employees are the exact opposite of rude. Our research found the top reasons customers come back to a company are employees who are helpful, knowledgeable and friendly. 

Dark Side: The experience is marred by friction and unfriendly customer policies. It seems like it’s never easy to reach a person or get help, and even if you’re trying to buy something, sometimes the company makes it hard. It’s almost as if they have a sales-prevention department.  

Shep Side: Customers love companies that are easy to do business with. It’s more than convenience – although customers love convenience. Being easy in business means processes and policies that are customer-friendly. It’s easy to reach a customer support agent. Employees respond quickly to customers’ messages. Maybe it’s a hassle-free return or exchange policy. The point is, the experience is just easy!  

Dark Side: Inconsistent experiences … one day, the service and experience are great. The next time, they aren’t. The customer wonders, “What will the next experience be like?” 

Shep Side: When customers have a consistent and predictable experience, they trust you. They know what they are going to get. They “own the experience,” often to the point where a customer won’t take the risk of doing business elsewhere for fear of being let down. This is what you want customers to experience. 

I could go on and on with examples like these, but instead, how about you come up with your list? Use these examples as conversation starters to find your version of the Shep Side of service. Start by asking where you fall short or receive complaints. Dig deep to find the root cause of these problems. Then, determine what the opposite of these problems would be. More importantly, what drives the opposite experience? And when you find it, do what’s necessary to make it consistent and predictable. That’s what customers want: a consistent and predictable experience they can count on.

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.

The 3 E’s of Customer Experience with Michelle Pascoe

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What does “Hospitality Mentality” mean? 
What is the difference between customer service and customer experience? 
How can businesses create a memorable last impression for customers? 
Why is a values-based education important in shaping employees’ customer behaviors and interactions? 
How do you equip frontline team members to deliver an exceptional customer experience?

Top Takeaways

Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer’s journey, from the moment they walk in to the moment they leave, is an opportunity to amaze. 


Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back. 


Michelle shares the 3 E’s of Customer Experience: 

Expectation: What does your marketing say about you? What are you creating in your customers’ minds? 
Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?  
Evaluation: What are your customers thinking about your business as they walk out the door? 




When we live out our company’s values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn’t align with our values, we can call it out with clarity and proper discipline. 


Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced. 


Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce. 


Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in! 

Quotes:
“Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don’t even meet the expectation, they will certainly not come back.” 

“Customer service is delivering what you said you were going to deliver. Customer experience is how you make them feel.” 

“People learn in different ways. As business owners and managers, we want our employees to do as they are told. Training is the opportunity for our employees to understand the “why” behind every single step, procedure, and system we’re putting in place.” 

“The people who will stay with your business are people who have been seen and heard and feel that you care for them.” 

“We all focus on that first impression, but let’s look at that last impression. It’s all about creating that amazing experience journey from the moment they walk in to the moment they leave.” 

“When it comes to service recovery, remember that you’re dealing with a person with feelings and a heart.” 
About:
Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth. 

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 July 29, 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 Customer Experience Game Plan: Olympics Edition by Brittany Hodak
(Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes. Are your employees proud to work for your organization? Do they feel connected to your company’s story, and are they excited to share it with others?

My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup. My friend and fellow CX expert, Brittany Hodak, shares a CX gameplan – the Olympics Edition – for us to consider. In this excellent article, Brittany covers how CX is an individual and team sport, how CX is a daily discipline, how team morale helps you win, and more.
Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins
(CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently. Let’s look at the general consensus on the matter.

My Comment: The question is, “Would customers rather talk to a human or interact with an AI-fueled chatbot?” Our CX research (sponsored by RingCentral) found that 70% of US consumers prefer to talk on the phone. However, 26% of consumers also say they won’t do business with a company that doesn’t offer self-service options, which may or may not include chatbots. This article includes some interesting findings that are specific to chatbots managing the customer’s service needs.
Key Facet to Keep Customers Coming Back for More by Ben Locke
(Campaign) The world of business has never been busier. Established household names are constantly bringing fresh innovations to market, and there’s no shortage of new brands claiming that their products and services are ‘the next big thing’.

My Comment: How do you get customers to say, “I’ll be back?” According to Ben Locke, the co-founder of an agency, it’s effective communication. His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers.
“Big Wows” and “Little Wows”: Striking a New CX Balance by Christian Nascimento
(CNBC) Businesses have been committed to customer experience (CX) as a critical differentiator for quite a few years now. In the CX arena, our eyes have traditionally been trained on the “big wow” moments—those grand, memorable experiences designed to spur excitement and create lasting brand memories. And those moments are still critically important for brand awareness and affinity.

My Comment: Creating an amazing customer experience doesn’t always require the “Big Wow,” which is exactly what this CX article is about. Christian Nascimento of Comcast Business recognizes the opportunities for “Little Wows.” He defines these little wows as something you would expect; accurate product recommendations, being recognized as a valuable customer, and other simple and basic customer expectations. If you provide enough little wows – something I refer to as an experience that is just the smallest amount above average – you’ll create an experience with lasting impact.
Keeping It Fresh: Four Ways To Clean Up Your Customer Service by Scott Anderson
(Forbes) Customer expectations, business dynamics and service technology are always changing, and business leaders must continually reassess their company’s customer experience or risk falling behind. By keeping the experience fresh, businesses can ensure they’re delivering the service that customers have come to value and expect.

My Comment: Let’s close with an article focused on four common-sense strategies. 1) Listen to all customers to understand the “good, the bad, and everything in between.” 2) Answer customers quickly. They want and expect you to do this. 3) Check the different channels customers use to talk about you or to you. You don’t want to miss a comment or be late in making a response. 4) Customize your customers’ preferences, which is another way of saying personalize the experience.

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.