Shep Hyken's Blog, page 21
July 23, 2024
AI May Make Mistakes, But It Won’t Shoot a Customer
Customers are not yet 100% comfortable with AI technology. It still makes mistakes, which is frustrating. Consider these findings from our annual customer service and CX research (sponsored by RingCentral): 70% of customers said they would rather use the phone than self-service solutions including AI-fueled technologies like ChatGPT or voice recognition software.
63% of customers are frustrated when using AI or ChatGPT technologies.
56% of customers admit to being scared of AI and ChatGPT.
Even with customers’ concerns and trepidation about interacting with an AI-fueled chatbot or voice recognition technology, it’s getting better. Some solutions are almost perfect. The problem is that not every company has adopted the latest and greatest, which in some cases is far better than other technology that’s just a year old. The result is that from one company or brand to the next, the customer doesn’t know what to expect. That erodes trust and confidence in the system, which is why so many customers would rather call a company than resolve issues through digital self-service customer care.
And AI isn’t just for customer support.
McDonald’s has been experimenting with an AI voice recognition solution that takes customer orders in the drive-through lanes. In a recent RetailWire article, McDonald’s announced that it was dropping the technology due to a problem with order accuracy. Customers reported mistakes such as receiving an ice cream cone topped with bacon and being charged for nine sweat teas even though just one was ordered.
However, humans make mistakes too. In a McDonald’s in Lakeland, Florida, an employee made a mistake with a customer’s order. The customer became unreasonably upset, to the point that the employee took action. However, rather than call the police for help, she retrieved her pistol and took a shot as the customer was driving away. (Here is a link to the original story.)
My point is that mistakes will happen with both AI and humans, but AI is not going to find a pistol and shoot at a customer. Just like most companies strive to create a good experience fueled by human-to-human interactions, they should put the same effort into creating a generative AI customer experience. Recognize that both could make a mistake. If there are mistakes, properly train and equip employees to manage these Moments of Misery®, regardless of whether they are made by humans or technology. Doing so can ensure a more consistent and positive customer 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 at www.Hyken.com. Connect with Shep on LinkedIn.
How to Boost Customer Experience with Stephen Kowal
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does connectivity boost customer experience?
How does poor cellular connectivity affect the customer experience in commercial and retail buildings?
What role does boosting cellular signals play in ensuring public safety and first responder communication?
How does cellular connectivity impact customer decision-making and purchases in retail environments?
Why is seamless cellular connectivity essential for a positive customer experience in today’s digital world?
Top Takeaways
Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes.
Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment. The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses.
Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives.
Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers.
Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in!
Quotes:
“Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more.”
“Customers become aware of the absence of technology because there is irritation, yet it’s taken for granted when it’s present. Customers just expect their phones to work wherever they are. Retailers must understand the importance of seamless technology for an exceptional customer experience.”
“Connectivity is no longer a luxury. It is required. We must aim for exceptional experiences for everyone, including ensuring seamless connectivity.”
About:
Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless 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 does connectivity boost customer experience?
How does poor cellular connectivity affect the customer experience in commercial and retail buildings?
What role does boosting cellular signals play in ensuring public safety and first responder communication?
How does cellular connectivity impact customer decision-making and purchases in retail environments?
Why is seamless cellular connectivity essential for a positive customer experience in today’s digital world?
Top Takeaways
Ensuring strong and reliable cellular and Wi-Fi signals in buildings is crucial for a seamless customer experience. Connectivity issues can impact everything from emergency calls in elevators to personalized store promotions. It is now important for businesses to invest in infrastructure that supports strong digital connections behind the scenes.
Connectivity empowers customers by enabling them to make informed purchasing decisions in the moment. The ability to access information in real time can guide customers to choose according to their needs, leading to better satisfaction and potentially higher sales for businesses.
Seamless connectivity is vital for customer satisfaction and public safety. Reliable signals inside buildings ensure that customers can ask for help when they need it and emergency responders can communicate effectively. Good connectivity protects experiences and lives.
Connectivity is no longer a luxury but a necessity for delivering exceptional experiences. Providing strong and reliable connectivity is a requirement to meet the expectations of smart, modern customers.
Plus, Shep and Stephen share their own customer experiences related to connectivity and coverage. Tune in!
Quotes:
“Stores used to be afraid of online sales. They used to be afraid that if customers could research it online, they might see that it is cheaper elsewhere. But, they have found if customers can validate their purchase decisions while in the store, that experience instant gratification and end up leaving with the product and sometimes even spending more.”
“Customers become aware of the absence of technology because there is irritation, yet it’s taken for granted when it’s present. Customers just expect their phones to work wherever they are. Retailers must understand the importance of seamless technology for an exceptional customer experience.”
“Connectivity is no longer a luxury. It is required. We must aim for exceptional experiences for everyone, including ensuring seamless connectivity.”
About:
Stephen Kowal is the Chief Commercial Officer (CCO) of Nextivity, a company that helps businesses boost connectivity, public safety, and seamless 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 .
July 21, 2024
Top 5 Customer Service & CX Articles for Week of July 22, 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.
Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell
(Forbes) Excellent customer experience is an assertion, not a response. It is an attitude, not a tactic. Done well, it elevates the customer as it meets a need. We glimpse that orientation when we witness customers receiving generosity and empathy. Such customer experiences make us feel valued and significant. To borrow a line Jack Nicholson gave Helen Hunt in the 1997 movie As Good as It Gets, it makes customers “want to be a better man (or woman).”
My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. He uses some of Jack Nicholson’s characters to teach us valuable customer service and experience lessons. I love the diner scene from the 1970s movie Five Easy Pieces, which I featured in my first book, Moments of Magic. Jack’s character asks for an omelet and a side of toast. The scene is classic lousy service because of bad “rules.”
The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe
(CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.
My Comment: What’s happening to customer loyalty? According to this article, which includes highlights (in the form of bullet points) from an interview with Simon Morris from ServiceNow, it’s on the decline. You’ll find lots of interesting findings and commentary.
Measuring the Roi of Customer Experience by Annette Franz
(CX Journey) Measuring return on investment, though it seems as simple as benefit divided by cost, is more detailed than that. Understanding the benefits, understanding the costs, and understanding all that impacts both components is critical to getting a true assessment of ROI.
My Comment: If you’ve ever approached the C-suite about investing in CX, there is one thing that will capture their attention more than anything else: ROI. Leadership wants to see the numbers before they make an investment. They won’t move forward on a guess or a hunch. Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership.
How to Lead an AI Transformation with Customer Care by Ruth Zive
(Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Transforming your business with artificial intelligence is like exploring uncharted waters: There may be treasure and glory at the end of the journey, but there’s also much to fear.
My Comment: I’m reading dozens of articles weekly about AI – and could do so daily. It’s the topic of the year. As much progress has been made, there is still a long way to go for customers to feel 100% confident when interacting with AI. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.
10 Bad Customer Service Examples, and What You Can Learn from Them by Rhys Fisher Fisher
(CX Today) With the advancements in technology, particularly generative AI (GenAI), the space is buzzing with vendors releasing fresh solutions and enhancements every other day – all aimed at improving the overall customer experience. However, despite the excitement around the potential of these new tools, the sector continues to see its fair share of bad customer service stories.
My Comment: Most of the time, we learn from legendary customer service examples from iconic brands. This article does the opposite and teaches valuable lessons from customer service disasters. There is much to learn from experiences gone bad—really bad! So, let’s learn!
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.
Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell
(Forbes) Excellent customer experience is an assertion, not a response. It is an attitude, not a tactic. Done well, it elevates the customer as it meets a need. We glimpse that orientation when we witness customers receiving generosity and empathy. Such customer experiences make us feel valued and significant. To borrow a line Jack Nicholson gave Helen Hunt in the 1997 movie As Good as It Gets, it makes customers “want to be a better man (or woman).”
My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. He uses some of Jack Nicholson’s characters to teach us valuable customer service and experience lessons. I love the diner scene from the 1970s movie Five Easy Pieces, which I featured in my first book, Moments of Magic. Jack’s character asks for an omelet and a side of toast. The scene is classic lousy service because of bad “rules.”
The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe
(CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.
My Comment: What’s happening to customer loyalty? According to this article, which includes highlights (in the form of bullet points) from an interview with Simon Morris from ServiceNow, it’s on the decline. You’ll find lots of interesting findings and commentary.
Measuring the Roi of Customer Experience by Annette Franz
(CX Journey) Measuring return on investment, though it seems as simple as benefit divided by cost, is more detailed than that. Understanding the benefits, understanding the costs, and understanding all that impacts both components is critical to getting a true assessment of ROI.
My Comment: If you’ve ever approached the C-suite about investing in CX, there is one thing that will capture their attention more than anything else: ROI. Leadership wants to see the numbers before they make an investment. They won’t move forward on a guess or a hunch. Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership.
How to Lead an AI Transformation with Customer Care by Ruth Zive
(Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Transforming your business with artificial intelligence is like exploring uncharted waters: There may be treasure and glory at the end of the journey, but there’s also much to fear.
My Comment: I’m reading dozens of articles weekly about AI – and could do so daily. It’s the topic of the year. As much progress has been made, there is still a long way to go for customers to feel 100% confident when interacting with AI. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.
10 Bad Customer Service Examples, and What You Can Learn from Them by Rhys Fisher Fisher
(CX Today) With the advancements in technology, particularly generative AI (GenAI), the space is buzzing with vendors releasing fresh solutions and enhancements every other day – all aimed at improving the overall customer experience. However, despite the excitement around the potential of these new tools, the sector continues to see its fair share of bad customer service stories.
My Comment: Most of the time, we learn from legendary customer service examples from iconic brands. This article does the opposite and teaches valuable lessons from customer service disasters. There is much to learn from experiences gone bad—really bad! So, let’s learn!
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.
July 16, 2024
Eliminate Customer Anxiety
If you have been to a Disney theme park, you know about standing in long lines. There are also signs that tell you how long your wait will be. Guests like this. When you use Uber or Lyft for transportation, they not only tell you how long before your driver arrives, they also show you a map where you can track how close (or far) the driver is from where you are waiting.
When you order anything from Amazon, you receive at least three emails. The moment you place an order, you receive an email confirmation. Another email shows up in your inbox to let you know your order has shipped. And then, another email is sent once the order arrives, sometimes with a picture of the box sitting on your porch. This is one of the reasons customers love Amazon.
Let’s stick with Amazon for a bit longer. It’s not really the multiple emails that customers love. It’s the information. And why is this information important? There are two (at least) byproducts from these emails that can’t be ignored.
The first is confidence. Without confidence, why would a customer want to do business with a company again? Confidence also comes from a predictable experience.
The second is eliminating – or at least reducing – anxiety. This takes confidence to a higher level. The sharing of information gives customers a sense of control.
In all three examples – Disney, Uber and Amazon – there is communication. Even if it’s over-communication, customers are drawn to companies that provide information that reduces their anxiety, whether they know it or not. And once a customer experiences the pleasure of an anxiety-free experience, again, whether they know it or not, they may question why they would consider doing business with a competitor.
Not all customers will realize this right away, unless you tell them. Consider making it part of your value proposition. Nordstrom did this with their extremely liberal and hassle-free return policy. Lifetime warranties on products give customers confidence and reduce anxiety because they know will be taken care of if there is a problem.
For my entire career I’ve preached that good customer service and customer experience sets you apart from the competition. CX is table stakes. Customers want to do business with nice, knowledgeable people. Take that to the next level by being easy and convenient to work with, in essence, eliminating friction. And now I want you to consider the next step. Find ways to reduce and eliminate anxiety. When you put all three of these together – great service, convenience and low or no anxiety – you have a CX triple threat!
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.
July 15, 2024
A Human-Centric Approach to Artificial Intelligence with Jeffrey Russell
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can technology be authentic and empathetic in improving the customer experience?
How can companies maintain a balance between human-to-human interactions and technology?
Why should companies prioritize culture and organizational health before focusing on financial aspects?
How has the concept of AI evolved to prioritize authenticity and human augmentation?
What leadership principles are essential for guiding a company through transformation?
Top Takeaways
Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success.
Recognizing and leveraging an organization’s “superpowers” drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge.
Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions.
Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve.
Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey.
Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in!
Quotes:
“Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers.”
“Empathy allows us to be bold in crafting extraordinary solutions that touch the lives of our customers every day. It gives us deep insight into how we should connect with our customers as people and to better support them in their businesses and their desired outcomes.”
“Artificial Intelligence should be authentic, augmented, and applied. At the end of the day, automation may not be driven by human hands, but it is shaped by humans and creates solutions for humans. There should always be a balance between human-to-human interaction and technology.”
About:
Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can technology be authentic and empathetic in improving the customer experience?
How can companies maintain a balance between human-to-human interactions and technology?
Why should companies prioritize culture and organizational health before focusing on financial aspects?
How has the concept of AI evolved to prioritize authenticity and human augmentation?
What leadership principles are essential for guiding a company through transformation?
Top Takeaways
Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success.
Recognizing and leveraging an organization’s “superpowers” drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge.
Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions.
Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve.
Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey.
Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in!
Quotes:
“Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers.”
“Empathy allows us to be bold in crafting extraordinary solutions that touch the lives of our customers every day. It gives us deep insight into how we should connect with our customers as people and to better support them in their businesses and their desired outcomes.”
“Artificial Intelligence should be authentic, augmented, and applied. At the end of the day, automation may not be driven by human hands, but it is shaped by humans and creates solutions for humans. There should always be a balance between human-to-human interaction and technology.”
About:
Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers.
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 15, 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.
Phrases Customers Hate by BJ Bueno
(The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy. Customer love will significantly improve customer interactions and satisfaction.
My Comment: Let’s start this week’s Round-Up with a very short article (one-minute read) that includes a list of things people say that kill customer loyalty. I’ve written about these in the past, and it never hurts to remind you to avoid certain phrases that make customers say, “I’m never coming back.”
Discounts and Deals Used to Be Enough to Make Loyal Customers — But Not Anymore. This Is What You Need Now. by Jacqueline White
(Entrepreneur) Building brand loyalty previously relied on price. Discounts, deals and offers for referrals and reviews were typical promotional tactics. In the current competitive marketplace, however, the key to sustainable growth and success lies in building brand loyalty through emotional connection, a connection between brand and customer that goes beyond promotional tactics. Omnichannel consistency is the best way to accomplish this.
My Comment: I’ve written about this for years. Customer loyalty programs are often marketing programs offering discounts and perks for repeat business. There is a difference between repeat customers and loyal customers. I love that this article recognizes true loyalty is an emotional connection between the customer and the company or brand. There’s nothing wrong with a program that brings customers back, but if you want true customer loyalty, there needs to be more.
Cultivating a Symbiotic Cycle Between CX and EX by Mark Smith
(CMSWire) You’ve probably seen these stats: happy employees fuel a stronger bottom line, and can help create happier customers, who in turn will create better business results. In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. That is not a number that organizations can afford to ignore, in any kind of economy.
My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX. Just look at the top places to work ranked on GlassDoor.com compared to the companies that offer the best CX. You’ll see many of the same companies at the top of both lists. This article takes this topic and gives us a few new ideas to think about.
Why Customer Obsession Is the New Customer Service by Stephanie Mehta
(Inc. Magazine) Customer obsession is heralded as a virtue in business. From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” focus on customers in his first letter to Amazon shareholders, CEOs and founders have built legendary businesses and cultures on a customer-first mentality.
My Comment: Customer obsession is a phrase that describes a company or brand that relentlessly focuses on its customers. Who wouldn’t want to be a customer of a brand that says they are customer obsessed? But just saying you are doesn’t make it so. Companies like Amazon and Apple set the bar for customer obsession. Read this article to learn more about the concept, then as yourself, “Who do I love to do business with (buy from) and why?” I’ll be the answers lead you to a better understanding of what customer obsession is all about.
Customers Reject AI for Customer Service, Still Crave a Human Touch by Rhys Fisher
(CX Today) A recent study has revealed that the majority of customers do not want companies to use AI in their customer service offerings. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents. The results outline a clear disconnect between companies and customers regarding the use of AI.
My Comment: There are some customers that love AI customer support, and others that hate it. We are in a transition period, where we have to prove to the customers that are uncomfortable with AI that embracing it could make their experience better. This article shares some of the fears and concerns through research conducted by Gartner.
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.
Phrases Customers Hate by BJ Bueno
(The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy. Customer love will significantly improve customer interactions and satisfaction.
My Comment: Let’s start this week’s Round-Up with a very short article (one-minute read) that includes a list of things people say that kill customer loyalty. I’ve written about these in the past, and it never hurts to remind you to avoid certain phrases that make customers say, “I’m never coming back.”
Discounts and Deals Used to Be Enough to Make Loyal Customers — But Not Anymore. This Is What You Need Now. by Jacqueline White
(Entrepreneur) Building brand loyalty previously relied on price. Discounts, deals and offers for referrals and reviews were typical promotional tactics. In the current competitive marketplace, however, the key to sustainable growth and success lies in building brand loyalty through emotional connection, a connection between brand and customer that goes beyond promotional tactics. Omnichannel consistency is the best way to accomplish this.
My Comment: I’ve written about this for years. Customer loyalty programs are often marketing programs offering discounts and perks for repeat business. There is a difference between repeat customers and loyal customers. I love that this article recognizes true loyalty is an emotional connection between the customer and the company or brand. There’s nothing wrong with a program that brings customers back, but if you want true customer loyalty, there needs to be more.
Cultivating a Symbiotic Cycle Between CX and EX by Mark Smith
(CMSWire) You’ve probably seen these stats: happy employees fuel a stronger bottom line, and can help create happier customers, who in turn will create better business results. In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. That is not a number that organizations can afford to ignore, in any kind of economy.
My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX. Just look at the top places to work ranked on GlassDoor.com compared to the companies that offer the best CX. You’ll see many of the same companies at the top of both lists. This article takes this topic and gives us a few new ideas to think about.
Why Customer Obsession Is the New Customer Service by Stephanie Mehta
(Inc. Magazine) Customer obsession is heralded as a virtue in business. From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” focus on customers in his first letter to Amazon shareholders, CEOs and founders have built legendary businesses and cultures on a customer-first mentality.
My Comment: Customer obsession is a phrase that describes a company or brand that relentlessly focuses on its customers. Who wouldn’t want to be a customer of a brand that says they are customer obsessed? But just saying you are doesn’t make it so. Companies like Amazon and Apple set the bar for customer obsession. Read this article to learn more about the concept, then as yourself, “Who do I love to do business with (buy from) and why?” I’ll be the answers lead you to a better understanding of what customer obsession is all about.
Customers Reject AI for Customer Service, Still Crave a Human Touch by Rhys Fisher
(CX Today) A recent study has revealed that the majority of customers do not want companies to use AI in their customer service offerings. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents. The results outline a clear disconnect between companies and customers regarding the use of AI.
My Comment: There are some customers that love AI customer support, and others that hate it. We are in a transition period, where we have to prove to the customers that are uncomfortable with AI that embracing it could make their experience better. This article shares some of the fears and concerns through research conducted by Gartner.
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.
July 9, 2024
How to Be Ridiculously Easy to Do Business with David Avrin
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses identify and eliminate points of friction in the customer process?
How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?
Why is customer service the most important marketing tool for brands?
How does prioritizing customer experience serve as a competitive advantage for businesses in today’s market?
How has social media shaped brand perception?
Top Takeaways
Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles.
While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research , we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand.
“Ridiculously easy” is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It’s crucial to focus on providing a seamless and hassle-free experience for the customers.
Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as “be ridiculously easy to see,” “ridiculously easy to reach,” and more. Tune in!
Quotes:
“What people say about our brand today is more impactful than what we say about ourselves.”
“There’s nothing wrong with getting credit for doing good work. Remind your customers what you do for them and what they are paying for so that they never have to wonder whether or not they are getting their money’s worth.”
“The competitive advantage in a marketplace replete with talent and great choices is being ridiculously easy to do business with.”
About:
David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It’s Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it .
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses identify and eliminate points of friction in the customer process?
How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?
Why is customer service the most important marketing tool for brands?
How does prioritizing customer experience serve as a competitive advantage for businesses in today’s market?
How has social media shaped brand perception?
Top Takeaways
Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles.
While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research , we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand.
“Ridiculously easy” is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It’s crucial to focus on providing a seamless and hassle-free experience for the customers.
Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as “be ridiculously easy to see,” “ridiculously easy to reach,” and more. Tune in!
Quotes:
“What people say about our brand today is more impactful than what we say about ourselves.”
“There’s nothing wrong with getting credit for doing good work. Remind your customers what you do for them and what they are paying for so that they never have to wonder whether or not they are getting their money’s worth.”
“The competitive advantage in a marketplace replete with talent and great choices is being ridiculously easy to do business with.”
About:
David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It’s Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it .
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
July 8, 2024
Don’t Throw Fellow Employees Under the Bus
I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose. I didn’t think it would be a big deal. She could either take our meals back to the kitchen or let us keep our meals and bring out the side dishes we ordered. But to the server, it was a big deal.
She started to complain about how this happens “all the time.” She said, “The people in the kitchen don’t read the orders properly. They don’t know what they are doing back there.” She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.”
Customer service is a team sport. There are others who support you and those whom you support. Sometimes, things go wrong, and they need to be fixed. Often, the person the customer is talking to isn’t at fault, but that doesn’t mean they can’t own some responsibility and represent the company and its employees in the best light.
I thought about how a company can avoid an employee “throwing other employees under the bus” and came up with a number of ideas to mitigate or eliminate this from happening. Here are three of them to get you thinking:
Emphasize the Team: Encourage employees to use the word “we” instead of “they.” The right vocabulary can support the idea of a team effort in taking care of customers.
Teach Accountability: It may not be an employee’s fault, but it is now their opportunity to fix the problem. Think about the last time you called a company’s customer support number with a complaint and it was handled perfectly. It wasn’t the customer support agent’s fault, but they owned the problem and solved it.
Recognize Employees Who Support the Company and Employees When Mistakes Are Made: Praise employees who handle mistakes properly and uphold the dignity of their coworkers in front of customers. You can use the example for both recognition and a teaching opportunity for others.
When mistakes occur in the workplace, especially in customer-facing roles, the manner in which employees manage these situations can impact a customer’s perception of the business. Everyone must remember their Awesome Responsibility , which is that at any given time, one employee interacting with a customer represents all other employees.
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.
July 7, 2024
Top 5 Customer Service & CX Articles for Week of July 8, 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.
This is What is Missing From Your Customer Experience Playbook by Anne Marshall
(Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences.
My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. A strong EX (Employee Experience) drives a strong CX. I love the second idea, which is to remove customer anxiety. There’s a third idea that’s a good one, too. But I’ll let you discover that one when you read the article.
The Opportunity in a Customer Experience Slump by Greg Kihlstrom
(CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Yet recent studies have shown some rather bleak numbers in regard to how well brands that say they are customer-focused are actually performing. Do you have a strong customer experience strategy?
My Comment: Is there a “slump” in customer service and CX? The data appears to indicate a decline in customer satisfaction, which opens the door for customer-focused businesses. CX can be a differentiator. It’s the reason customers come back. Decide which direction your CX is headed. Here are a few ideas to point you in the right direction.
Customer Journey AI: The Future of Customer Experience by Rebekah Carter
(CX Today) Virtually every company is investing in the latest AI solutions to help them boost workplace efficiency and productivity, deliver more convenient and personalized customer experiences, and reduce costs.
My Comment: Yes, another article on how AI can help create a better customer experience. While there is nothing earth-shatteringly new, there are some reminders of what we can do now and expect in the future. AI is a powerful force, and we only see a small fraction of the possibilities and capabilities that it will provide.
5 Big Ways to Turn up the Voice of Your Customer in Your Marketing by Bunny Tharpe
(MarTech) What your customers have to say about their experiences with your brand should inspire and drive innovation in your marketing.
My Comment: Do your customers talk about you and your products and/or services? If so, what are you doing with that information? It can be a form of feedback, but it can also be one of your best marketing strategies. Consider this line from the article: “For all the claims of being “customer-obsessed,” brand stories focus too much on the brand itself and not the reason for its existence.”
Customer Sentiment: A Definition, Ways to Measure, & Best Practices by Rebekah Carter
(CX Today) Every company today knows that delivering exceptional customer experiences is the key to sustainable growth. Unfortunately, delighting customers on multiple channels isn’t easy. Business leaders need an in-depth understanding of their target audience, which means going beyond simply listening to what they say in a conversation.
My Comment: Customer sentiment is a phrase used in the customer contact/support center to identify how a customer feels about the company, its products, and customer support. To take the guesswork out of knowing how a customer feels, calls are recorded (for quality assurance). The customer’s tone of voice, words they use, and more are “measured” to gain an understanding. The information can be powerful, but only if you take action on 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. Connect with Shep on LinkedIn.
This is What is Missing From Your Customer Experience Playbook by Anne Marshall
(Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences.
My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. A strong EX (Employee Experience) drives a strong CX. I love the second idea, which is to remove customer anxiety. There’s a third idea that’s a good one, too. But I’ll let you discover that one when you read the article.
The Opportunity in a Customer Experience Slump by Greg Kihlstrom
(CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Yet recent studies have shown some rather bleak numbers in regard to how well brands that say they are customer-focused are actually performing. Do you have a strong customer experience strategy?
My Comment: Is there a “slump” in customer service and CX? The data appears to indicate a decline in customer satisfaction, which opens the door for customer-focused businesses. CX can be a differentiator. It’s the reason customers come back. Decide which direction your CX is headed. Here are a few ideas to point you in the right direction.
Customer Journey AI: The Future of Customer Experience by Rebekah Carter
(CX Today) Virtually every company is investing in the latest AI solutions to help them boost workplace efficiency and productivity, deliver more convenient and personalized customer experiences, and reduce costs.
My Comment: Yes, another article on how AI can help create a better customer experience. While there is nothing earth-shatteringly new, there are some reminders of what we can do now and expect in the future. AI is a powerful force, and we only see a small fraction of the possibilities and capabilities that it will provide.
5 Big Ways to Turn up the Voice of Your Customer in Your Marketing by Bunny Tharpe
(MarTech) What your customers have to say about their experiences with your brand should inspire and drive innovation in your marketing.
My Comment: Do your customers talk about you and your products and/or services? If so, what are you doing with that information? It can be a form of feedback, but it can also be one of your best marketing strategies. Consider this line from the article: “For all the claims of being “customer-obsessed,” brand stories focus too much on the brand itself and not the reason for its existence.”
Customer Sentiment: A Definition, Ways to Measure, & Best Practices by Rebekah Carter
(CX Today) Every company today knows that delivering exceptional customer experiences is the key to sustainable growth. Unfortunately, delighting customers on multiple channels isn’t easy. Business leaders need an in-depth understanding of their target audience, which means going beyond simply listening to what they say in a conversation.
My Comment: Customer sentiment is a phrase used in the customer contact/support center to identify how a customer feels about the company, its products, and customer support. To take the guesswork out of knowing how a customer feels, calls are recorded (for quality assurance). The customer’s tone of voice, words they use, and more are “measured” to gain an understanding. The information can be powerful, but only if you take action on 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. Connect with Shep on LinkedIn.
July 2, 2024
Training Customers to Do It Themselves
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience. Each step of the process is logical and intuitive. For customer service issues, the customer is prompted through a process. Along the way, if the customer still wants a live agent to help, they are able to share their phone number and an agent calls back within a minute. The point is, it’s as easy as can be. The learning curve is minimal and comes from just doing it.
I know what you’re thinking. You’re not Amazon, so getting a customer to use your self-service solutions requires a different technique. Keep in mind that there’s a right way and a wrong way. My friend Lance Gruener, EVP of Customer Experience at MasterCard, knows a thing or two about what great service looks like. In addition to his leadership at one of the largest companies on the planet, he’s president of the advisory board of the contact center industry’s largest association. In a recent board meeting, he shared an excellent example of the right way – and wrong way – to get customers to use self-service.
Not long ago, Lance walked into a store. Other than the employees, he was the only person in the store. He approached an employee to ask for help, but rather than helping, the employee pointed to a kiosk and said, “If you go over there, you can do it yourself.”
Lance, who, like me, is acutely aware of good – and unfortunately bad – customer experiences, resented the unwillingness of the employee to help. So, how should the employee have handled this situation?
Ultimately, the company wants customers to use its self-service solutions. But encouraging customers to do so takes a little tact. For Lance, the employee could have done it for him, then taken him to the kiosk and showed him how to do it the next time.
I love this approach. First, take care of the customer and then train them for next time. Or, train the customer while you help them. In effect, you’re saying, “Let’s do this together.” Either way, it combines high touch with technology.
In today’s digital world, a balance between customer service technology, including self-service solutions, and the high-touch experience with a live agent is essential. Empowering customers to confidently use your self-service options can increase customer satisfaction ratings while streamlining operations. To do that, it will take time to train customers to use your technology. Success hinges on good technology integrated with personal support to ensure customers feel valued and capable.
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.
