Shep Hyken's Blog, page 24
May 19, 2024
Top 5 Customer Service & CX Articles for Week of May 20, 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.
99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald
(CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. Good reviews can increase sales, while negative reviews may dissuade a customer.
My Comment: Ratings and reviews are very important in the customer experience world. My CX research has findings in alignment with this report. Consider that 99% of consumers rely on online reviews before making a purchase. And 1 in 3 claim they always read reviews before buying anything. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).
Why CMOs Should Own the Customer Onboarding Process by Brad Rosenfeld
(Fast Company) The role of the modern chief marketing officer has gone beyond top-of-funnel engagement to now encompass the entire customer experience. From the first touchpoint through the entire lifecycle of an organization’s relationship with its users, the CMO is now responsible for everything that happens to engage, educate, and cross-sell each customer.
My Comment: This is a very interesting idea. The CMO’s typical responsibility is about customer acquisition and growth. So, doesn’t it make sense to have a vested interest in how employees are onboarded, ensuring they have a clear vision and are in alignment with what the company or brand is all about? The author writes, “Ultimately, onboard is more branding than utility.” You may or may not agree, but consider how you set the tone for new employees. You’ll find plenty of ideas on creating an onboarding experience that excites employees about the company they will work for.
Take Out Your Customers’ Trash by Chip Bell
(Forbes) Customers today have higher expectations and shorter patience with a much greater propensity to go elsewhere with their cash if hassled. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers. It means user-friendly websites, customer-centric processes, time-sensitive expedience, and customer-facing employees who care about creating a great experience, not just delivering the expected product or outcome. No matter if the contact center is staffed in Mumbai, India or McRae, Georgia, the operator should be graded on how well they make the customer call comfortable…not more rushed or more robotic. Here are three ways to “take out customer trash.”
My Comment: Chip Bell always offers practical advice on how to improve customer service and experience. This time, he uses a metaphor about taking out the customer’s trash to make his point. One idea that caught my attention was “Kill a Stupid Rule.” He mentions that TD Bank will give an employee a $50 reward if they find a “stupid rule” that keeps employees from delighting customers. This is one idea every company should consider!
AI Trends Reshaping Customer Experience by iQor
(iQor) Discover how AI is transitioning from an operational tool to a transformative element, enhancing both customer and employee interactions. Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice.
My Comment: Are you interested in the trends that are impacting and reshaping Customer Experience? (Of course, you are – or you wouldn’t be reading this weekly roundup!) The author reached out to 19 experts (myself included) in the CX space to offer up their opinions on AI. There are some amazing ideas shared here. The report is “gated,” so you’ll have to include your name and email address to get it, but it’s worth doing so.
‘Seamless’ Customer Experience Starts with Understanding the User’s Journey by Jory Heckman
(Federal News Network) The federal government is setting a new standard for service delivery by designating nearly 40 agencies and program offices as High-Impact Service Providers, based on the scale and impact of the services they offer to the public.
My Comment: This is an update on the US Government’s plans to better the customer experience in 40 agencies and programs they identify as “High-Impact Service Providers. As you read the article, not only will you see what the government is planning to do, you will pick up some ideas on what you can do to create a better experience for your customers.
BONUS
The 5 Pillars of Customer Experience (CX) by Megan Jones
(Call Centre Helper) When striving to deliver great CX, it’s easy to become distracted by the latest trends and technology and lose sight of the fundamentals.
My Comment: My friends at CallCentreHelper.com interviewed me for an article about the Pillars of Customer Experience. I shared five ideas that are exactly what your customers want and expect.
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.
99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald
(CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. Good reviews can increase sales, while negative reviews may dissuade a customer.
My Comment: Ratings and reviews are very important in the customer experience world. My CX research has findings in alignment with this report. Consider that 99% of consumers rely on online reviews before making a purchase. And 1 in 3 claim they always read reviews before buying anything. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).
Why CMOs Should Own the Customer Onboarding Process by Brad Rosenfeld
(Fast Company) The role of the modern chief marketing officer has gone beyond top-of-funnel engagement to now encompass the entire customer experience. From the first touchpoint through the entire lifecycle of an organization’s relationship with its users, the CMO is now responsible for everything that happens to engage, educate, and cross-sell each customer.
My Comment: This is a very interesting idea. The CMO’s typical responsibility is about customer acquisition and growth. So, doesn’t it make sense to have a vested interest in how employees are onboarded, ensuring they have a clear vision and are in alignment with what the company or brand is all about? The author writes, “Ultimately, onboard is more branding than utility.” You may or may not agree, but consider how you set the tone for new employees. You’ll find plenty of ideas on creating an onboarding experience that excites employees about the company they will work for.
Take Out Your Customers’ Trash by Chip Bell
(Forbes) Customers today have higher expectations and shorter patience with a much greater propensity to go elsewhere with their cash if hassled. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers. It means user-friendly websites, customer-centric processes, time-sensitive expedience, and customer-facing employees who care about creating a great experience, not just delivering the expected product or outcome. No matter if the contact center is staffed in Mumbai, India or McRae, Georgia, the operator should be graded on how well they make the customer call comfortable…not more rushed or more robotic. Here are three ways to “take out customer trash.”
My Comment: Chip Bell always offers practical advice on how to improve customer service and experience. This time, he uses a metaphor about taking out the customer’s trash to make his point. One idea that caught my attention was “Kill a Stupid Rule.” He mentions that TD Bank will give an employee a $50 reward if they find a “stupid rule” that keeps employees from delighting customers. This is one idea every company should consider!
AI Trends Reshaping Customer Experience by iQor
(iQor) Discover how AI is transitioning from an operational tool to a transformative element, enhancing both customer and employee interactions. Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice.
My Comment: Are you interested in the trends that are impacting and reshaping Customer Experience? (Of course, you are – or you wouldn’t be reading this weekly roundup!) The author reached out to 19 experts (myself included) in the CX space to offer up their opinions on AI. There are some amazing ideas shared here. The report is “gated,” so you’ll have to include your name and email address to get it, but it’s worth doing so.
‘Seamless’ Customer Experience Starts with Understanding the User’s Journey by Jory Heckman
(Federal News Network) The federal government is setting a new standard for service delivery by designating nearly 40 agencies and program offices as High-Impact Service Providers, based on the scale and impact of the services they offer to the public.
My Comment: This is an update on the US Government’s plans to better the customer experience in 40 agencies and programs they identify as “High-Impact Service Providers. As you read the article, not only will you see what the government is planning to do, you will pick up some ideas on what you can do to create a better experience for your customers.
BONUS
The 5 Pillars of Customer Experience (CX) by Megan Jones
(Call Centre Helper) When striving to deliver great CX, it’s easy to become distracted by the latest trends and technology and lose sight of the fundamentals.
My Comment: My friends at CallCentreHelper.com interviewed me for an article about the Pillars of Customer Experience. I shared five ideas that are exactly what your customers want and expect.
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.
May 14, 2024
Show Me Some Respect – One of the Pillars of Customer Service
Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. (For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only if you want to smile and laugh. And just a warning, some of his comedy club material is R-rated.) Dangerfield had a signature line: I don’t get no respect. For example, “I don’t get no respect …
… When I was a kid, I played hide-and-seek. They wouldn’t even look for me.
… When I was a kid, my parents moved a lot, but I always found them.
… When I was a kid, I was so ugly my parents had to hang a pork chop around my neck to get the dog to play with me.
That was fun, but it’s time to get serious. I was recently asked about the Pillars of Customer Service. Specifically, I was asked what I thought was the most important pillar.
First, there are many “Pillars” of customer service, and if you do a little research, you’ll find articles by experts and examples from companies’ vision statements. As I thought of many of these, one immediately came to mind as an overarching important pillar:
“Respect the Customer.”
It may seem obvious that we should respect our customers. After all, without them, we don’t have a business. So, with that in mind, here are three of my favorite stats and findings about customer respect from my annual customer service research:
61% of customers don’t think companies or brands respect their time! Ouch! This is because customers don’t like to wait on hold for long periods of time, or anything else that seems like a waste of their precious time. And speaking of making customers wait on hold …
51% of customers are likely or very likely to switch companies or leave a brand because they had to wait too long on hold. It’s impossible to never make a customer hold. And, the concept of “too long” is different from one customer to the next. However, to mitigate the appearance of disrespect, at least let your customers know how long they will have to wait, and even better, give them the option of being called back.
60% of customers are likely or very likely to switch companies or leave a brand because the company didn’t respond fast enough. This goes back to respecting your customers’ time. How long do they have to wait for a response?
While these findings focus on respecting the customer’s time, there are many other areas and opportunities to show respect to your customers. So, sit down with your team and discuss the answer to this simple question: Do you show your customers respect?
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.
May 13, 2024
Empowered Leadership in Times of Crisis with Brian P. Kruzelnick
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can effective crisis management contribute to a company’s success and customer experience?
How can leaders effectively prepare for and navigate crises in their organizations?
What lessons can leaders learn from military training to enhance their organization’s readiness for challenging times?
How can leaders effectively build trust within their organizations?
What role do empathy and humanity play in customer service and crisis management?
Top Takeaways
In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.
After an organization successfully handles a crisis or a “down day,” the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way.
Consistent training contributes to an organization’s culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis.
Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company’s mission and values.
Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization’s culture and their leaders’ intent.
Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in!
Quotes:
“Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis.”
“Train your people to the level that makes them successful. There is a level of comfort knowing that you have the foundation of strong training to rely on in a crisis.”
“Be operationally and strategically focused. Understand the culture and where your organization is going so that you can make decisions even when the CEO or leaders are not around.”
“Don’t run into a fire with gasoline. A leader must be the cool head in the room.”
“In a crisis, a leader knows how to bring harmony to chaos.”
About:
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.
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 effective crisis management contribute to a company’s success and customer experience?
How can leaders effectively prepare for and navigate crises in their organizations?
What lessons can leaders learn from military training to enhance their organization’s readiness for challenging times?
How can leaders effectively build trust within their organizations?
What role do empathy and humanity play in customer service and crisis management?
Top Takeaways
In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.
After an organization successfully handles a crisis or a “down day,” the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way.
Consistent training contributes to an organization’s culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis.
Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company’s mission and values.
Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization’s culture and their leaders’ intent.
Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in!
Quotes:
“Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis.”
“Train your people to the level that makes them successful. There is a level of comfort knowing that you have the foundation of strong training to rely on in a crisis.”
“Be operationally and strategically focused. Understand the culture and where your organization is going so that you can make decisions even when the CEO or leaders are not around.”
“Don’t run into a fire with gasoline. A leader must be the cool head in the room.”
“In a crisis, a leader knows how to bring harmony to chaos.”
About:
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.
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 May 13, 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.
8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling
(Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority and respect. They tell their friends and the world everything, and a bad experience can kill your business.
My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. (Really!) Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.”
Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas
(Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. The voice of the customer was more contained—people trusted brands, were accepting of generic attention, valued price, and were more forgiving.
My Comment: Ragy Thomas is the CEO/founder of Sprinkler and one very smart dude! When he talks or writes, I listen. There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND.
What Is Churn Rate? The Key Metric to Customer Retention by Jess Pingrey
Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue.
My Comment: I enjoy articles on customer service metrics. This article focuses on one metric: churn, an ugly word most marketing and salespeople dislike. The article shares a simple formula to measure churn and offers several suggestions on how to decrease it.
6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler
(Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Ease of use. 2. Engaging offers and new products. 3. Heavy adoption by customer base driven by employees actively promoting 4. Personalization. 5. Data analytics. 6. Seamless integration.
My Comment: You will want to read this article if you own a restaurant and have a loyalty program. And if you don’t own a restaurant, you should still read this article. Just substitute the word restaurant for your business or industry, and you’ll find most of the ideas cross over into most industries.
Former CEO Howard Schultz Says Starbucks Needs to Overhaul Its Customer Experience by Andrew Murfett
(LinkedIn News) Former Starbucks CEO Howard Schultz has weighed in on the company’s current malaise via a lengthy LinkedIn post following underperforming quarterly earnings numbers last week. Schultz, a seminal figure in the coffee behemoth’s history, who was CEO for more than 20 years, said Starbucks’ fix “needs to begin at home,” noting that U.S. operations are the “primary reason for the company’s fall from grace.” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.” Schultz added, “The answer does not lie in data, but in the stores.”
My Comment: Howard Schultz is the former CEO of Starbucks. Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience. A week after Starbucks reported lower-than-expected earnings, Schultz had some less-than-positive comments. If you want to know what the CEO of one of the most recognized brands in the world has to say about his former company, read this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling
(Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority and respect. They tell their friends and the world everything, and a bad experience can kill your business.
My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. (Really!) Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.”
Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas
(Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. The voice of the customer was more contained—people trusted brands, were accepting of generic attention, valued price, and were more forgiving.
My Comment: Ragy Thomas is the CEO/founder of Sprinkler and one very smart dude! When he talks or writes, I listen. There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND.
What Is Churn Rate? The Key Metric to Customer Retention by Jess Pingrey
Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue.
My Comment: I enjoy articles on customer service metrics. This article focuses on one metric: churn, an ugly word most marketing and salespeople dislike. The article shares a simple formula to measure churn and offers several suggestions on how to decrease it.
6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler
(Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Ease of use. 2. Engaging offers and new products. 3. Heavy adoption by customer base driven by employees actively promoting 4. Personalization. 5. Data analytics. 6. Seamless integration.
My Comment: You will want to read this article if you own a restaurant and have a loyalty program. And if you don’t own a restaurant, you should still read this article. Just substitute the word restaurant for your business or industry, and you’ll find most of the ideas cross over into most industries.
Former CEO Howard Schultz Says Starbucks Needs to Overhaul Its Customer Experience by Andrew Murfett
(LinkedIn News) Former Starbucks CEO Howard Schultz has weighed in on the company’s current malaise via a lengthy LinkedIn post following underperforming quarterly earnings numbers last week. Schultz, a seminal figure in the coffee behemoth’s history, who was CEO for more than 20 years, said Starbucks’ fix “needs to begin at home,” noting that U.S. operations are the “primary reason for the company’s fall from grace.” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.” Schultz added, “The answer does not lie in data, but in the stores.”
My Comment: Howard Schultz is the former CEO of Starbucks. Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience. A week after Starbucks reported lower-than-expected earnings, Schultz had some less-than-positive comments. If you want to know what the CEO of one of the most recognized brands in the world has to say about his former company, read this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
May 7, 2024
The Tension Between Leadership and Customer Service
My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, “Tension between the salesforce and leadership is normal. One is always bargaining with the other for more. The sales team wants more time and budget, and the leadership wants more sales.”That made me think of the tension that is sometimes created between leadership and the customer service team. In the end, it’s mostly because of unrealistic expectations.
It reminds me of an episode of Amazing Business Radio when I interviewed Bill Price, Amazon’s first VP of global customer service, who shared founder and CEO Jeff Bezos’s philosophy about customer service, which was that the experience should be so frictionless that customers wouldn’t need support.
Obviously, a retailer the size of Amazon not needing customer support is unrealistic, but the goal is lofty. Bezos recognized the need for a customer support department and needed someone to run it. In the job interview, Bezos asked Price, “What’s your definition of customer service?” Price answered, “The best service is no service,” and it was apparently the right answer. Price got the job.
In customer service and CX, it’s impossible to be perfect, but that doesn’t mean you shouldn’t try. Still, you must have reasonable expectations. You can’t expect there to never be a problem. You can’t expect a perfect NPS or customer satisfaction rating. But what you can do is create goals, expectations and KPIs that positively impact forward progress.
Here’s another – more generic – example. There are 32 teams in the National Hockey League, and only one will win the Stanley Cup. At the beginning of the season, it’s reasonable for a team’s leadership to say to the players, “Let’s try to win the Stanley Cup!” That’s probably what most teams strive for. What the teams’ leadership doesn’t say is, “You must win every game.”
Creating unrealistic goals and objectives is demotivating. In CX (and just about every other part of a company), leaders should meet with their teams to define success, create realistic goals, include some “stretch goals,” and push their people to continuously improve and be more successful. The right conversations lead to a unified organization headed toward the same goal.
So, what’s a reasonable goal for your customer service teams? Is it higher customer satisfaction scores, higher percentages of first-call resolution, shorter hold times, or something else? Whatever it is, everyone must get in sync and agree on a plan. Then, as a unified team, execute it with a commitment to always doing their best and improving.
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.
May 6, 2024
How AI Innovation Drives a Better Customer Experience with Alan Masarek
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How is customer experience being transformed using AI?
What are the evolving communication channels and customer support preferences in today’s digital landscape?
What impact does AI have on job roles in the customer service industry?
How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions?
What role does AI play in balancing human and AI-driven customer support?
Top Takeaways
The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.
Businesses thrive when they prioritize creating a positive customer experience. A company’s success is directly tied to its ability to make customers feel valued.
Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement.
The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions.
The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers’ preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers.
Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in!
Quotes:
“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.”
“The least expensive and the most profitable customer is the one you already have.”
“Making money is a derivative of serving the customer. If you don’t serve the customer, you’re not going to make money.”
“Brands win with how they make the customer feel. There are too many alternatives for the customer in terms of price and availability. As leaders, we need to always ask the question: How do we serve our customers?”
About:
Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How is customer experience being transformed using AI?
What are the evolving communication channels and customer support preferences in today’s digital landscape?
What impact does AI have on job roles in the customer service industry?
How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions?
What role does AI play in balancing human and AI-driven customer support?
Top Takeaways
The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.
Businesses thrive when they prioritize creating a positive customer experience. A company’s success is directly tied to its ability to make customers feel valued.
Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement.
The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions.
The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers’ preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers.
Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in!
Quotes:
“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.”
“The least expensive and the most profitable customer is the one you already have.”
“Making money is a derivative of serving the customer. If you don’t serve the customer, you’re not going to make money.”
“Brands win with how they make the customer feel. There are too many alternatives for the customer in terms of price and availability. As leaders, we need to always ask the question: How do we serve our customers?”
About:
Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
May 5, 2024
Top 5 Customer Service & CX Articles for Week of May 6, 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.
8 customer service trends to know in 2024 by Martha Kendall
(SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.
My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research, social media is low on the list of ways a customer wants to connect with a company or brand. However, this article says that 66% prefer to communicate with a business via social media messaging.
Customer Love: Building Lasting Bonds in a Fast-Paced World by David Brownlee
(LinkedIn) Let’s explore the concept of “customer love” and share expert strategies for cultivating strong, enduring relationships with your audience.
My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company. Seriously, this article has a number of strategies and tactics on how a customer love strategy can create advocates, exceed expectations, and create better connections with your customers.
The Impact of Customer Service on Your Customers by Guest Author
(MITechNews.com) Customer service encapsulates every interaction a company has with its customers, from initial inquiries to troubleshooting and issue resolution. It’s the frontline interface between a company and its clientele, embodying the company’s commitment to meeting customer needs and ensuring satisfaction.
My Comment: If you like lists, you will love this article, which includes four lists: seven types of customer service, 10 reasons customer service matters, 10 strategies for delivering great customer service, and seven tips for embracing a customer service mindset. There are a lot of typical ideas, strategies, and tactics, but with 34 to choose from, you’re sure to find at least one (probably more) that you’ll want to share with your team.
Unlocking the Experience Economy by Roy Arguelles
(Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements.
My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore. I was drawn to this article because of its title. While it doesn’t mention the book, it does make the case that a good product is not enough. You must wrap an experience around it. There are plenty of ideas for any type of business (both B2C and B2B).
‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari
(USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.
My Comment: In a world (at least in the US) where tipping for service (or no service) is out of control, Domino’s Pizza has a tipping program that should make customers and delivery drivers very happy. The “You Tip, We Tip” program rewards customers who tip at least $3 with a $3 coupon off their next pizza. This makes the drivers happy, rewards customers for being generous, and offers an incentive to come back for more pizza. It’s a win-win-win.
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.
8 customer service trends to know in 2024 by Martha Kendall
(SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.
My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research, social media is low on the list of ways a customer wants to connect with a company or brand. However, this article says that 66% prefer to communicate with a business via social media messaging.
Customer Love: Building Lasting Bonds in a Fast-Paced World by David Brownlee
(LinkedIn) Let’s explore the concept of “customer love” and share expert strategies for cultivating strong, enduring relationships with your audience.
My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company. Seriously, this article has a number of strategies and tactics on how a customer love strategy can create advocates, exceed expectations, and create better connections with your customers.
The Impact of Customer Service on Your Customers by Guest Author
(MITechNews.com) Customer service encapsulates every interaction a company has with its customers, from initial inquiries to troubleshooting and issue resolution. It’s the frontline interface between a company and its clientele, embodying the company’s commitment to meeting customer needs and ensuring satisfaction.
My Comment: If you like lists, you will love this article, which includes four lists: seven types of customer service, 10 reasons customer service matters, 10 strategies for delivering great customer service, and seven tips for embracing a customer service mindset. There are a lot of typical ideas, strategies, and tactics, but with 34 to choose from, you’re sure to find at least one (probably more) that you’ll want to share with your team.
Unlocking the Experience Economy by Roy Arguelles
(Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements.
My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore. I was drawn to this article because of its title. While it doesn’t mention the book, it does make the case that a good product is not enough. You must wrap an experience around it. There are plenty of ideas for any type of business (both B2C and B2B).
‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari
(USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.
My Comment: In a world (at least in the US) where tipping for service (or no service) is out of control, Domino’s Pizza has a tipping program that should make customers and delivery drivers very happy. The “You Tip, We Tip” program rewards customers who tip at least $3 with a $3 coupon off their next pizza. This makes the drivers happy, rewards customers for being generous, and offers an incentive to come back for more pizza. It’s a win-win-win.
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.
April 30, 2024
Make the Complicated Simple
Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.” Notice that Jobs’ quote uses the word simple. Sometimes, people confuse simple with easy, and it’s important to recognize the difference between the two words.
So, let’s take this concept to the next level. It’s not only about making something look easy. It’s about simplifying the complicated.
When I’m asked to give a customer experience keynote speech, one of the points I like to make is the importance of simplifying the complicated. All of my books are easy to read. Some say the concepts are simple, but the reality is that they are often not. They are just presented in a way that simplifies the concepts for the reader. And we must do the same in business.
Customers don’t want or like complication, confusion, or friction. They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience.
As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience. For example, how clear are your marketing messages and product descriptions? I’ve been to websites where, after reading everything on the company’s home page, I still don’t know exactly what they do. They’ve complicated their message.
The concept of simplicity is financially powerful. Siegel+Gale is a consulting firm that specializes in making brands simple. Its research shows an incredible financial benefit to creating simplicity. In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI.
It’s important to remember that simple does not always mean easy. You can have a very complicated and highly technical product. My sister used to work with companies to rewrite complicated software manuals so the average person could understand them. And that’s a perfect example of making the complicated simple.
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. Elevated Experience Equals Emotional Engagement with Richard Weylman
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies create elevated experiences at every touch point for their customers?
How does the concept of “lifetime value” impact customer-focused decision-making?
What’s the significance of emotional engagement in driving customer loyalty and revenue?
How can small, personalized gestures impact the customer experience?
How does cultivating relationships with customers contribute to long-term profitability?
Top Takeaways
There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic.
Understand your customers’ lifetime value (LTV). By recognizing a customer’s potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.
Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities.
Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty.
Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in!
Quotes:
“What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement.”
“When you engage with customers emotionally, no amount of marketing dollars will take away the sense of advocacy they develop for you because of how they are treated.”
“When you elevate the experience, you create emotional engagement that creates rock-solid relationships that drive revenue.”
“If you want to de-commoditize your products or services, focus on building a relationship with your customers. They will stand in line to do business with you because of how you treat them.”
About:
Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace . His latest book, 100 Proven Ways to Acquire and Keep Clients for Life , is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies create elevated experiences at every touch point for their customers?
How does the concept of “lifetime value” impact customer-focused decision-making?
What’s the significance of emotional engagement in driving customer loyalty and revenue?
How can small, personalized gestures impact the customer experience?
How does cultivating relationships with customers contribute to long-term profitability?
Top Takeaways
There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic.
Understand your customers’ lifetime value (LTV). By recognizing a customer’s potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.
Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities.
Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty.
Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in!
Quotes:
“What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement.”
“When you engage with customers emotionally, no amount of marketing dollars will take away the sense of advocacy they develop for you because of how they are treated.”
“When you elevate the experience, you create emotional engagement that creates rock-solid relationships that drive revenue.”
“If you want to de-commoditize your products or services, focus on building a relationship with your customers. They will stand in line to do business with you because of how you treat them.”
About:
Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace . His latest book, 100 Proven Ways to Acquire and Keep Clients for Life , is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
April 28, 2024
Top 5 Customer Service & CX Articles for Week of April 29, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim
(Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. In fact, we’ve found that at least 50 percent of a company’s revenue should come from these VIPs in order to maintain steady growth.
My Comment: I’ve been studying how different brands are creating successful loyalty programs. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article.
3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar
(Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values. Yet, in the current economic landscape, the stakes are higher than ever. Marketers and loyalty professionals need to figure out a way to create innovative and engaging loyalty programs that are flexible enough to adapt to current and future market challenges. To create an actionable plan, you need the right information and a wide-angle look at the industry.
My Comment: And as long as we’re on the topic of loyalty programs, here’s another informative article. One of the trends, “Micro-Targeting,” is about creating a highly personalized program. Years ago, the term “Big Data” became popular. It allowed companies to spot larger trends based on the buying habits of a large number of customers. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers. This concept is easier to deliver than ever, thanks to how we collect data and track customers. In addition, the author includes two additional trends.
4 Emerging Customer Journey Trends to Test by Applause
(Applause) Our modern day tech evolution has enabled new ways for customers to interact with brands — and vice versa. Retail brands know that brick-and-mortar experiences alone just won’t cut it, nor will insufficient digital experiences that fail to account for the evolving customer experience. The brands that win are the ones who find a way to engage, personalize and reduce friction in their experiences.
My Comment: Let’s move away from loyalty programs but stay with trends. Here are four trends tied to the overall experience. Of course, the trend in AI is at the top of the list. The use of generative AI technology is easier than ever to implement and cost-effective. You can’t ignore the power of personalization, and more companies recognize this valuable strategy. Loyalty and self-service round out the four.
AI Overload: the Good, the Bad, and the Ugly Impact on Customer Experience by Tomer Azenkot
(Retail Customer Experience) Many companies today depend on artificial intelligence to handle customer interactions online. From chatbots and voice assistants to recommendation engines, brands are integrating AI wherever they can, and for good reason.
My Comment: AI continues to be the most talked-about and written-about topic in customer service and CX. I chose to include this article because it points out something I’ve been preaching for years: There must be a balance between technology and the human-to-human experience. The article points out the positive and negative uses of AI and more.
10 Ways to Nurture Customer Confidence by Katie Navarra
(The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers. Nurturing customer confidence is an important part of your retention strategy. Expensive marketing and advertising campaigns only provide a return on investment when customers make a purchase. More importantly, advertising aims for conversions that produce long-term loyalty rather than a one-time purchase.
My Comment: We wrap up this week’s Top Five with an excellent list of 10 ideas, strategies, and tactics on how to build trust and confidence with your customers. Our annual CX research found that 87% of the more than 1,000 US customers we surveyed this year say that great customer service increases their trust in a company or brand. Without trust and confidence, you can’t have loyalty. Here’s a great list to help build the trust your customers have with you and your company.
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.
