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Shep Hyken's Blog, page 228
April 7, 2014
5 Top Customer Service Articles For the Week of April 7, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Nordstrom Marketing Strategy … What is Their Difference Maker? By Mike Schoultz
(Digital Spark Marketing) Today we will examine 10 different ways the Nordstrom brand has chosen to use their customer experience to stand out above the noise and become a significant contributor to their marketing strategy.
My Comment: Everyone knows that Nordstrom is a legend in the world of customer service. This is a peek behind the curtain as to how they do it. Most, if not all of these ten points, are common sense. Sometimes common sense makes the most sense.
Nine Tips For Offering Exceptional Customer Service On Social Media by Tracy Foster
(Forbes) Here are nine tips for offering exceptional customer service via social media.
My Comment: Social media customer service is growing in popularity. However, as pointed out in the article, it is more than just reacting to problems that people Tweet or post on Facebook. Social media allows a company’s customer service to be reactive and proactive. Tips number 5, 6 and 8 make that point. And, 9 is the icing on the cake. Using social media to become a resource for things other than what you sell shows the customer that you want to deliver value.
13 Tough Questions to Skyrocket Customer Experience Improvement by Anne Reuss
(360Connext) The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship than the product itself, and they will leave faster than you can finish your coffee if they’re not happy.
My Comment: I would hope that most companies want to know the answers to these questions. And, some may be a little scared about the answers they get. Feedback is a gift. Positive answers to these questions may make you feel great. But the real “gift” is that a negative answer may be an opportunity to improve. By the way, the same type of questions can be used to get great employee feedback.
Who’s Sorry Now by Dan Lewis
(Now I Know) When it comes to apologies and explanations, Southwest has a guy for that. His name is Fred Taylor, and he’s sorry your flight didn’t work out as planned. Even if you weren’t going to make a stink about it.
My Comment: Southwest Airlines is recognized as a leader in their industry on two fronts, profitability and customer service. I’m always impressed with the number of stories and lessons we can learn from them. One of the most important tactics for any business is to be proactive with a customer’s problem. This article is a case study in how an amazing company does just that.
10 Tactics for Increasing Your Customer Value and Loyalty by Mike Bal
(Entrepreneur) Brand loyalty is one of the most difficult assets for a business to attain. Or, at least it was. We used to have to rely on customers having a great experience with our product/service, or with our employees. Now, we can give them a great experience, but most businesses still haven’t figured out how to do it.
My Comment: These are ten powerful tips to building a strong relationship and creating customer loyalty. It’s not just what you do for the customer. It’s how you create a connection with the customer. Great information that any organization should consider implementing immediately (if they aren’t already doing so).
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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April 4, 2014
Guest Blog: The Power of Surprise
This week on our Friends on Friday guest blog post, my colleague Paul Reilly writes about how important it is to say yes to our customers for an Amazing service experience. –Shep Hyken
“First time I’ve ever lost a game that way. First time I’ve ever seen a game lost that way.” -NICK SABAN
Saban is referring to his surprise loss to Auburn in the 2013 Iron Bowl. With one second left, Alabama attempted a 50+ yard field goal. The ball soared through the air, on target, but it didn’t have the distance. The ball fell eight yards short into the arms of Chris Davis, an Auburn receiver. Davis ran it back for a touchdown to win the game. The Auburn nation was in a euphoric state while Alabama was devastated. Although the game was just another win and loss, there was one element that made this game larger-than-life, surprise. Surprise can have the same effect in customer service.
Surprise has the ability to make every service experience that much better, or make everything worse. In fact, a recent Harvard Business Review article mentions that surprise can amplify whatever emotion you are experiencing. The article also argues that surprise is one of our most powerful marketing tools. Surprise can make or break your customer experience.
However, surprise is becoming more and more difficult. Companies benchmark themselves against their competitors. Companies are too quick to say “me too” instead of “Surprise! We’re different.” Companies are changing to become the same, rather than changing to surprise their customers.
Given, the ubiquitous nature of products and services, it shouldn’t surprise you that only 7% of customers are delighted. In a recent customer service survey sponsored by American Express, customer experiences are average or below average 93% of the time.
To surprise customers, we must look for opportunities. Customers will give us hints, but we need to recognize these hints as opportunities. If the customer shows the slightest hint of dissatisfaction, it is an opportunity. The slightest hint of satisfaction is also an opportunity to heighten the experience.
To surprise customers, we must also find a way to say yes. When a customer needs our help, we say yes. When a customer needs more information, we say yes. When a customer asks “can you do this,” we say yes. There are several ways we can say yes. For example, if you don’t know the answer, find out who does. If the customer problem is unique, research a solution. If they need to vent, then listen. I recently met a business owner who understands the importance of saying “yes” to customers. Surprisingly, the name of his company is Yes Cleaners.
The next time you are presented with an opportunity to surprise a customer, say yes. They will remember the experience. Think of the last time you received surprise service.
Paul Reilly began his sales career at the age of 16 in St. Louis, MO. He has sold car washes, painting services, jewelry, propane, construction tools and fasteners, and medical equipment. He sold while attending the University of Missouri-Columbia, where he earned his undergraduate degree in Business Marketing. Paul also sold while earning his MBA from Webster University. He has been a top-performer in his extensive sales career because he embraces the 101 philosophy “Sell customers what they need, and give them the service they want.”
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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April 2, 2014
Customer Service May Rule, But Rules in Customer Service Don’t
Empower Employees
It was just two weeks ago that I was on a family vacation and I’m still thinking about what a resort employee said as she denied what I thought was an extremely simple request:
I’m sorry, it’s our rule.
It was early in the morning and six of us wanted to sit on the patio outside of the restaurant for breakfast. All of the tables were set up for four people. Just the day before we were inside the restaurant, employees were happy to push two tables together allowing us all to dine together. Apparently, there are different “rules” for the outside patio. And by the way, the restaurant wasn’t crowded and there were plenty of open tables.
I asked the hostess if we could push the two tables together, and her response was, “I’m sorry we aren’t allowed to do that.”
“Why not,” I asked.
She embarrassingly put her head down and said, “I’m sorry, it’s our rule.”
You can only imagine what I was thinking at that point. I asked if she would go ask the manger if they could make an exception for us. A few minutes later she came back and said, “The manager will make an exception for you.”
The next day we were back. We asked to put the two tables together again. This time the hostess didn’t turn us down. She simply told us she would be right back. And, just a couple of minutes later she returned and said, “The manager said it would be okay.”
There are several lessons that couldn’t be clearer:
First, rules should be made about taking care of customers, not about the convenience of the business – as if pushing two tables together would be all that inconvenient.
Second, an employee shouldn’t have to go to the manager to ask permission for such a simple request.
Third, since the employee did ask the manager for permission and the manager approved, why did she have to go ask for the same thing the next day?
When it comes to customer service decisions, I can’t stand the word rules. You can throw the word policy in there too. A better word might be guidelines. Or, if you insist on using the words rules and policies, then at least get employees to, rather than hide behind them, understand the spirit of the meaning behind them.
Once that is in place, empower employees to make decisions to support the customer. They shouldn’t have to ask permission to do something that seems like common sense. And, after they have been given permission the first time, they shouldn’t have to ask a second time.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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March 31, 2014
5 Top Customer Service Articles For the Week of March 31, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Sharing Compelling Stories on Social Media is Boosting Bookings, Driving Loyalty by DJ Vallauri
(Hotel News Resource) Knowing your audience based on the social media platform they frequent is key to online marketing success and hotel guest loyalty.
My Comment: While this article focuses on the hotel industry, the ideas are good for any type of business. Customer service is the “new marketing.” Social media channels are able to provide any company (not just hotels) great opportunities to connect with the customer. Too many companies simply monitor the social channels to hear about complaints. While that’s not a bad start, there is so much more, as this article points out.
What Not to Say: Words that Cost You Customers by Noreen Seebacher
(CMSWire) But nothing is more maddening — or more contrary to the whole philosophy of CXM — than scripted responses that lack even trace amounts of empathy, understanding or compassion. As customer experience researcher, innovator and entrepreneur John A. Goodman so clearly articulates, some things are better left unsaid.
My Comment: No doubt that companies train their employees to say the wrong things to the customer. In the right situation these phrases are perfect. But in the wrong situation they are loyalty killers and worse, may fuel anger and resentment toward the employee. The ideas in this article can help us show employees how important it is to be flexible and think before we speak.
5 Easy Ways to Improve Customer Experience by Brian Morris
(Digital Marketing Ramblings) In order for you to improve customer experience, you have to think in terms apart from product and pricing; rather, you have to consider how you can make buying from you fun and enjoyable for your customers. At the same time you want to make sure you’re not going to lose revenue by making customers happier.
My Comment: Agree that these are five easy ways to improve a customer experience. Simple and common sense. And, they are also five easy ways to help improve customer loyalty. Love the idea of posting a picture on social media – if appropriate. It helps create an emotional connection between the company and the customer.
Is Your Customer Experience a Loop or a Line? by Bizness Apps
(Bizness Apps) By examining each step of the customer experience, you can put yourself into the customer’s shoes and better understand not just one moment in your relationship, but all moments.
My Comment: The big take away for me in this article is the clarity of the concept of a
loop versus a line. The loop is about the customer coming back. The
concept of the line is that the customer’s experience is one way – just a
simple transaction. Customers go through various phases as they
interact with the company that determine if they will come back again, which makes me ask: What do we do to make sure we have a loop versus a line?
CEM Toolbox: Employee Experience by Annette Franz
(CXJourney) Employee experience is a tool, you ask? Yes! Employees are actually your most important tool! Remember that the employee experience drives the customer experience; if your employees aren’t engaged, it will be very difficult for them to delight your customers; in very simple terms, this describes “the spillover effect.” Here’s some evidence – as if you needed more!
My Comment: Much of what is listed in this excellent article is also great for general customer service. The point is, if we work to attract and retain great employees, with many of the same tactics and “tools” we use to attract and retain customers, we will create an environment of loyal employees that are focused on taking care of our customers. And, I love the idea of plotting the employee life cycle – like a customer journey map.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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March 28, 2014
Guest Blog: Accountability For Customer Service Only Happens When You Believe It
This week on our Friends on Friday guest blog post, my colleague Sam Silverstein shares an experience he had with an airline illustrating the importance of everyone in a company sharing the same beliefs. –Shep Hyken
Recently I was on the website of a major airline trying to purchase a ticket that I had put on hold. This airline lets you hold a ticket for 24 hours before making your final decision. The website had a message on the top saying it was being serviced and that it might not operate properly. It didn’t.
I called the special help desk at the airline for frequent flyers who use that airline a lot. I explained my situation and asked if she could finalize the transaction as I didn’t want to lose the seat or the price. I was informed that there would be a service charge for her to do that and that only online was it free. When I restated that the website was down for repairs she said that she could connect me to the web department and that they could take care of me. I objected.
I didn’t want to be connected to another department where I had to tell my complete story over again and then hope that someone would provide me with some service. It was only after restating my situation several times and suggesting that there must be a way to override the computer when there are challenges like this that she finally offered to finalize the transaction for me. It took all of 1 minute for her to complete the purchase of the ticket.
I looked up the mission for this particular airline and there were two elements. Customer service was one. They lied.
Just because you say you believe something doesn’t mean that you do. Just because you say your office will be clean doesn’t mean it will it be clean. Just because you say that you treat all employees fairly, do you? And, just because your mission says that customer service is important does it mean that the members of your organization will deliver that high quality customer service? If your actions don’t support your words then you don’t believe it.
Most companies train on tactics. Leaders tell their employees, “This is how you deliver customer service.” Before tactics can ever matter it is critical for the leadership of the organization to take the time to figure out what they believe. What do they believe about how revenue is generated, how production is handled, how employees are treated and yes, how customer service is valued? Then, leadership must continuously communicate the expectations around those beliefs to all the employees. People perform based on expectations. If you don’t share your beliefs with everyone then they will not know how to act.
Finally, we must make sure that everyone in the organization is living these beliefs. The employees that aren’t should be reeducated as to “how we do things here” and if issues persist persists they should be allowed to achieve success in another organization. Accountability naturally flows from a culture where everyone knows the beliefs and what is expected of them.
Great customer service is not about tactics. It is about an organization’s culture that has been specifically defined in terms of beliefs, effectively communicated to everyone in the organization and continuously reinforced over time. Action follows belief and great customer service follows those that believe it is a critical part of how their organization should run.
© 2014 • Sam Silverstein Enterprises, Inc.
Sam Silverstein, CSP is the author of several books including, No More Excuses. He works with organizations looking to create an organizational culture where people are highly engaged and accountability is a natural outflow. We empower people to be accountable.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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March 26, 2014
What Lane Are You In? Customer Service?
Customer ExperienceThe best companies know what they are good at, and they “stay in that lane.” For example, Ace Hardware is known for its helpful customer service. Nordstrom is known for their brand of legendary service. Zappos is known for their amazing service. What none of these companies are known for is being the low price leader. It’s not that they are high priced either. They are competitively priced and have chosen to compete by delivering value with their customer service. That’s their lane: customer service.
Sure, at certain times all of these companies have sales and discounted items. I love the semi-annual sales at Nordstrom. Some great buys can be found. But those are just twice a year, and even with the sale, you still get the great Nordstom experience.
On the flip side, you have the Dollar Stores. They advertise an incredibly low priced product. The bargains are sometimes amazing. But, unlike Nordstrom or Ace Hardware, you don’t find sales experts standing in the aisles ready to serve and help the customer. What you usually will find are friendly people at the cash register who smile and say thank you as they take your money and hand you your bag of merchandise. It’s important to note that there is nothing wrong with that. It works well for them. It’s their plan; their focus. It’s the lane they’ve chosen to be in.
What really got me thinking about this was the recent news of Radio Shack closing about 20% of their stores. All reports indicate that they are struggling. Or, just like any savvy retail chain, they may just be ridding themselves of low volume stores. How could this happen to a retail industry icon? I may not have the entire answer; however I have a theory of what could have contributed to Radio Shack’s current situation.
First of all, I love Radio Shack, and I admit to being a little bit of a geek. As a kid, I loved going to the Radio Shack store and getting what I needed for cool projects. I continue to go to their stores on occasion to buy some electronic accessories. However, the store I visit in the mall today is very different than the store I remember as a kid. I remember going to Radio Shack for things I couldn’t get elsewhere; batteries, wire and cables. They also had cool merchandise that other stores didn’t sell. Today, their merchandising doesn’t give me that impression. Are they in the “hard-to-find-in other-stores” electronics business, the phone business, or the TV business? Are they competing with Best Buy and other consumer electronic stores? At some point they switched lanes, but I’m still not sure which lane they switched.
Now even though I’ve opened the door a bit on Radio Shack’s strategy, that’s not the discussion I want to get into. This is just an observation that made me think of companies that struggle because they can’t choose a lane and stay in it.
Back to the companies mentioned earlier; Ace Hardware, Nordstrom and Zappos.com. We know what lane these companies play in. We know what they stand for. There is no confusion. They have chosen to compete with customer service, and they have done quite well. That lane is obvious. Walmart and Dollar Stores choose to compete on price, another obvious lane. Less obvious lanes might be companies known for industry specific merchandise or very high end merchandise.
So, the question is this: Do your customers know what lane you are in? Making a lane change in business isn’t illegal. You won’t get a ticket. But, if not done properly, you will confuse the customer, which reminds me of what someone once said: “A confused customer won’t buy.”
(By the way, if you know who said, “A confused mind won’t buy,” let me know. Our search for the source of this quote didn’t give us a definitive answer.)
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken (Copyright ©MMXIV, Shep Hyken)
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March 24, 2014
5 Top Customer Service Articles For the Week of March 24, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
The CIO & CMO – Adversaries No More by Vala Afshar
(Slideshare) As marketing is getting more and more complex, data intensive and technology driven, it is important for CIOs to understand the new marketing era we live in. The pressure for CIOs to earn a seat at the strategic table was greatly enhanced by Gartner’s report in 2012 that pointed to the CMO as the champion of the technology budget in the near future.
My Comment: When Vala Afshar has anything to say or write, be prepared to listen and take notes. He’s a marketing and customer service genius that speaks from experience. This SlideShare is a great compilation of stats and facts that supports the concept that the CIO and the CMO – and the CCO (Chief Customer Officer) – must work together.
5 Ways to Completely Sabotage Your Customer Service (and Why You Shouldn’t Dare Do Them) by Adel Zsurzsan
(Merlin) Mistakes by customer service agents, the front-line employees of every business, cost a ton of money every year. Service providers often unknowingly self-sabotage their efforts. That said, let’s look at five common blunders that you can avoid to not hurt your company’s customer service.
My Comment: Here is a great list of what I refer to as “Loyalty Killers.” The five ways to sabotage customer service that are listed here are guaranteed to cause a company to lose business and erode customer confidence. This list can make a great conversation starter for a company meeting. The question is: Do we do any of these? And what other “Loyalty Killers” might we be guilty of?
Why Trust is the Only Currency of Online Retail by Jan Vels Jensen
(Business2Community) The move from a physical to an Internet retail model has made brand trust a necessity for success.
My Comment: While this article focuses on the concept of trust in e-commerce, I believe that trust permeates any and every type of business. Regardless of what kind of business you’re in – B2B or B2C – trust is not an option or luxury you offer your customer. It’s table stakes. The old expression is that people want to do business with people (and companies) they know, like and trust. Trust creates customer confidence, and confidence leads to customer loyalty.
Wearables – the customer experience impact by Derek Lewis
(The Eptica Customer Experience Blog) Wearable technology is increasingly blurring the lines between the real and virtual worlds. Existing augmented reality apps add extra layers of information, such as descriptions, when you point your smartphone at particular buildings or objects. Wearables take this a step further, removing the need to use a phone or tablet as you can automatically receive information or access services through smart technology, such as Google Glass.
My Comment: I am always amazed and impressed how some companies use technology to deliver a better customer service experience. Customer service used to be just being nice. Now we strive to be more than just nice, looking for other ways to enhance our customers’ experiences. Technology like Google Glass is very cool, and I can’t see what else the future will bring us.
Five Reasons Why Customer Service and Service Culture are Marketing Conversations by Ron Kaufman
(Up YourService) Here are five reasons why customer service and service culture are so important for companies and brands, and for clear-thinking marketing professionals.
My Comment: It has been said that customer service is the new marketing, and this article sums it up so well – especially point number one: A company’s brand is experienced at every point of the customer’s journey. So, any and every interaction point is an opportunity to create a strong customer experience. Anything less erodes the customer’s confidence in the brand.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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March 21, 2014
Guest Blog: A Result to Remember: It’s Not the Product. It’s the People.
This week on our Friends on Friday guest blog post, my colleague Randy Pennington writes about his experience buying a car from the Sewell Dealership and how they get customer service right. –Shep Hyken
Delivering customer service – at least the way it is practiced in most companies – is easy. The customer asks you for something, and you give it to them. Hopefully, the sales and service people are pleasant and helpful. But judging from past experience, that is apparently optional.
Building a culture that is obsessed with serving customers is hard. You have to create an environment where people are motivated and engaged. Processes must be implemented and continually refined that allow you to be faster, better, cheaper, and friendlier. People have to be passionate about excellence even on days when they find their jobs to be something of a pain.
Carl Sewell’s family of auto dealerships is at or near the top for sales and service with the brands they represent for one simple reason: They are the best at sustaining a culture that serves customers.
The Message that Put Me in a New Car
Earlier this week, my wife and I picked up our new vehicle from the Sewell Lexus dealership in Dallas. We have had two Sewell autos in our garage since 1993.2014RX
I wasn’t looking to fight the crowds for a new car in December. I was perfectly happy with both of my autos, and the lease on my 2011 RX350 didn’t expire until the end of February 2014.
That changed when I received an email and text from the folks at Sewell letting me know that (1) they wanted my vehicle; and (2) they would make it worth my while to trade now.
The result was a conversation with Linda Arnold, my friend and sales rep at Sewell for many years. Linda worked up an offer sheet based on what she knew about me and my vehicle without me stepping foot in the dealership.
Based on that quote, I dropped by on a Saturday. About an hour later, I left with a handshake deal on a new vehicle that actually lowered my payment with nothing out of pocket at closing.
Sweet, huh?
Why I Really Purchased this Vehicle
The reason I purchased from Sewell isn’t the car or even the deal. It is the people.
Other dealerships would have offered a similar financial deal. Everyone runs a sale on cars in December. There is even another very fine Lexus dealership that is equally close to where I live. If Sewell knew the value in my 2011 vehicle, others would as well.
The reason is that no one does service before, during, and after the sale better than Sewell. Here is an example from my experience with my new vehicle:
◾The sales process was extremely easy. I trusted to Linda to treat me fairly and there was no need for haggling over minor details. It would have actually taken less than an hour for us to work out the deal except that Linda suggested that I might actually want to drive the new model to see the differences.
◾At the closing, Linda, synced my phone and uploaded my contacts to the Bluetooth system on the auto. That is cool, but lots of people do that.
◾Linda went a step further by taking a photo of the radio presets on my old vehicle and then loading them into the on my new vehicle.
◾Cecily McClarin has assisted me with every closing since I purchased my first Sewell Lexus in 1989. She is completely prepared. Most important, the experience isn’t just painless. It is actually enjoyable. I was in and out in about 20 minutes.
The Sewell Difference
Over 75 people responded to the photo of my new vehicle posted on Facebook. One person wrote that he remembered reading Sewell’s Customer for Life book back in the 1990’s and found the principles to be simplistic.
The principles are simple. They include things such as:
◾Ask the customer what they want and give to them
◾Systems not smiles
◾Fire your inspectors and your customer relations department
◾Treat people with respect and find ways to say “yes”
◾Do it right the first time
◾Pay more to save more
◾Develop service superstars
The difficult part is executing those principles at every level every day. That’s what makes Sewell the best at what they do. It is what makes for results to remember.
Randy Pennington is author of Make Change Work: Staying Nimble, Relevant, and Engaged in a World of Constant Change (Wiley, 2013). For additional information or to schedule Randy for your organization: contact via telephone at 972.980.9857; e-mail at Mary@penningtongroup.com or at www.penningtongroup.com.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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March 19, 2014
Customer Service Journey Map Can Lead to Instant Gratification
Here is a great customer service strategy: Instant Gratification.
This doesn’t happen at the end of the transaction. This must happen at every step of the way. During the customer journey there are multiple touch points, times when the customer either interacts with a company’s employees, website or product. The idea is to make every customer interaction an experience that delivers instant gratification.
This concept of instant gratification tied to customer service came from a recent conversation I had with Frank Jacobs, the founder and CEO of Falcon Products. The company makes table bases. At one point, if you walked into a restaurant almost anywhere in the world, there was a pretty good chance that the table base was made by Falcon. Frank has since retired, but his enthusiasm for how he treated the customer still burns a strong flame.
Frank felt that there needed to be instant gratification at every touch point. The goal is to avoid the opposite of instant gratification, which I, for lack of a better term, am going to call Instant Misery. Imagine if the customer opened their box and found fingerprints all over the stainless steel table base. Or, perhaps the customer called with a problem and had to be put on hold. Or there was a part missing from the box. You get the idea.
Not only do those negative touch points provide misery. They also cause a customer to question if they are doing business with the right company. It erodes confidence.
Where can you find instant gratification in the customer experience? There are many places:
Calling technical support and having a customer service representative answer within ten seconds.
Asking for help on Twitter and getting a response from the company in less than five minutes.
The positive greeting you get when you walk into or return to a place where you’ve done business.
Getting a problem resolved on the first call, without being transferred.
Getting notification confirming that your online order was accepted and is in the process of being shipped.
Occasional messages updating you on your order or project.
When you receive an expected package in the mail – on time or even sooner than expected.
I haven’t even scratched the surface on all of the different places in the customer journey that you can create instant gratification. So, here is your assignment. Sit down with your team and create a customer journey map. Look for the touch points along the way that are opportunities to create these moments. At the same time, look for places where your customer might find instant misery. Once you identify these places, go to work at eliminating misery and creating instant gratification.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
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March 17, 2014
5 Top Customer Service Articles For the Week of March 17, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Experience Design: When Innovation Isn’t Enough by Patrick Newbery
(Wired) The allure of innovation has always been in the chance of finding the next “big thing;” however, businesses often find themselves on the treadmill of relentless innovation as markets mature and technology advances. In addition, innovation has a poor track record of delivering commercial success for businesses. Often, the value of the innovation requires a broader system of products and services for the true benefit of experience to be available to consumers.
My Comment: Very interesting article about designing the customer experience. The goal is to create an engaged customer, which I believe, with the right experience, leads to a loyal customer. What comes to mind is that we’re doing what we can to become less transactional and more interactional. Getting a customer more engaged means building an experience and even a connection, and it starts with designing the customer’s experience.
8 ways to improve customer satisfaction by Saasu
(Saasu) Our team came up with eight top tips on how to improve your customer satisfaction, based on our personal experiences here at Saasu.
My Comment: I like these eight ways to improving customer service. Especially glad to see the “self-service” tactic included. Self-serve is becoming important to improving the customer experience. The airlines have done an excellent job of training their customers to book online and then check-in online. And if the passenger doesn’t check in on-line, they can do it at the “self-service kiosk” at the airport. More and more companies are bringing self-service into their customer experience strategy, and it’s working.
Telling the right story: Best Western’s customer experience journey by Nadia Cameron
(CMO Australia) We find out how data-driven personalisation, story-telling and good old fashioned customer service are driving this hotel brand.
My Comment: The legendary companies in customer service and experience got there because they created the legends. Their stories became known. Perhaps the most famous is the Nordstrom story about refunding a customer’s used tires. It may not be easy to create a publically recognized story, but it’s not difficult to create the stories inside your own company, which eventually resonate with the company’s customers – and maybe even the company’s industry. Bottom line is that every company should be able to tell their story; one that the customer appreciates and wants to experience.
6 Social Media Customer Service Mistakes to Avoid by Nicole Fallon
(Business News Daily) Because social media as a customer service tool is still a relatively new concept, companies of all sizes are learning the ropes as they go, which can sometimes result in a negative experience for both brand and consumer. Verrill listed six mistakes to avoid when interacting with customers on social media based on research by Software Advice.
My Comment: Nice article about social customer service. So many articles tell us what to do. This one shares info on what not to do. Seems obvious, but sometimes the obvious is not so obvious.
5 Quick Tips For Lasting Customer Service by Eric Schiffer
(Fast Company) Stay a step ahead of the competition–and your customers–with these tips.
My Comment: Sometimes it’s the simple ideas and concepts that are most effective. These are five tips that any company – and any person in any company – can use to create a better customer experience.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
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