Shep Hyken's Blog, page 25

Customer Experience Is Like Maintenance on Your Car

I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car. Regardless, it made me think that what looks good on the outside may not be so good on the inside.  

Unfortunately, there are businesses that fall into the same category as my friend’s automobile. They look good on the outside, with amazing marketing and advertising, a beautiful website, a beautiful building, etc., but when it comes to taking care of the customer, they fail.  

This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Consider these five ideas: 

Reliability: First, you want to build a car that works. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. 

Routine Maintenance: You want to keep your car properly maintained with routine maintenance. In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. 

Alignment: We want to keep the car in alignment. A few years ago, I wrote about focusing on employees first. My weekly cartoon included the caption, “If an employee’s experience isn’t at least as good as the customer’s, the customer’s experience can be shaky, and the entire company can suffer.” In other words, there needs to be alignment between the CX and the EX. 

Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced. In the business world, this is akin to the feedback your customers give you. You must have a system that collects feedback and gives you a chance to repair and maintain the experience so it continues to meet, if not exceed, your customer’s expectations.  

Update: Most cars don’t last forever. At some point, you need to replace them. New cars offer an updated look in addition to updates under the hood, which could include more efficient engines, the latest technology, and more. Your business is the same. Product improvements, new technology, new processes, and more can give your customers a fresh experience.  

Just like maintaining a car, fine-tuning your customer service and CX ensures your business runs smoothly, remains competitive, and gets your customers to say, “I’ll be back!”

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.  

 

Embracing Resilience to Achieve Brilliance with Simon T. Bailey

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

How can practicing resilience impact customer service and experience in the workplace? 
What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 
How can companies transform a transactional customer interaction into a lasting connection? 
What are some effective strategies for leaders to create an exceptional customer experience through their employees? 
How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways

Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. 




See them as guests. 
Personalize the experience. 
Anticipate their needs. 
Respond immediately. 
Keep them loyal. 




The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.  


Resilience is important in both personal and professional life. It’s about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” 


Recognizing and acknowledging your employees’ efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.  


Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. 


Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! 

Quotes:
“Those who get the customer experience right make it common practice. It’s a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers.” 

“What gets recognized, gets repeated. One minute spent on recognition creates 100 minutes of initiative.” 

“Resilience means to bounce back better. To bend, not break.” 

“Resilience is something that all of you want, but brilliance is what you need because brilliance differentiates you in any economy.” 
About:
Simon T. Bailey is the world’s leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell. 

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 April 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
4 Ways to Scale up Convenient CX for Modern Customers by NICE
(NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

My Comment: Customer Experience (CX) doesn’t have to be complicated. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement.
How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott
(AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique. These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process.

My Comment: Irrational Love is a new phrase for me – and probably for you, too. Using iconic brands like Target and Coca-Cola as examples might make you wonder or question if this concept is something your organization could consider as a strategy. Well, don’t wonder. They are obvious examples, but if you consider some of the smaller companies or brands you “love,” then you’ll understand that this idea works for any organization of any size.
4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel
(CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance. It’s time to start driving better customer experiences today.

My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” That is followed up with a second tip, which is to “Prioritize the holistic human experience.” AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences.
Why the CEO of a $12 Billion Pet Services Company Still Responds to Customer Emails Himself by Fortune Editors
(Fortune) On this episode of Fortune’s Leadership Next podcast, co-hosts Alan Murray and Michal Lev-Ram sit down with Chewy CEO Sumit Singh. They discuss maintaining a customer-forward business even when scaling up, why the Chewy customer service experience is akin to that of a Disney park or high-end resort, and why the company launched B2B services for veterinarians. Singh also explains why he thinks Chewy’s only competition is the company itself. “I believe we control our destiny much more than anybody else can do anything to us,” he says.

My Comment: How often do customers receive an email from the CEO of a $12 billion company? (That’s a rhetorical question, but just in case you’re wondering, NOT often!) Chewy is an online pet supply company that offers award-winning customer service to its customers, both humans and pets. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.
What Has Amazon Done to Change Customers’ Delivery Expectations? by Rhys Fisher
(CX Today) In 2024, next-day deliveries may seem like a fairly standard option for most e-commerce transactions. But turn the clocks back a few years, and the majority of companies were charging an arm and a leg to get your purchase delivered the next day, if they offered it at all. Then Amazon Prime came along.

My Comment: We wrap up this week’s Top Five roundup with a lesson from Amazon. The Amazon Effect is how the high levels of service, especially shipping (fast and “free” for Prime members), have impacted CX in all industries. The article includes my comment that Amazon has educated its customers about what a great experience looks like.” It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.

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.

Elevating the Ordinary: How Pride Transforms Your Work

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!”  

What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude about her job inspired us. 

This experience reminded me of a chapter from my book, Be Amazing or Go Home . The chapter’s title is Sweep Like Beethoven Plays Piano. In that chapter, I quoted Dr. Martin Luther King Jr., who said, “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’”  

As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses. Not everyone was smiling, and not everyone took pride in their jobs.  

Excellence is a habit, and practicing excellence creates personal fulfillment. Most people would agree it’s much more fulfilling to aspire to excellence than to settle for mediocrity. When we aspire to excellence, it makes us feel better about our jobs and what we’re doing. It can give us a sense of purpose. Our friend at the airport, Laura, obviously took great pride in her job. I don’t think we could find a better example of Dr. King’s quote than Laura.  

Let’s put it another way: If you’re going to do something, do it right. While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. “Good enough” is not good enough. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough? Don’t be just good enough. Don’t be ordinary. Elevate the ordinary. Be extraordinary! 

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.

Embracing AI to Enhance Customer and Employee Experience with Elizabeth Tobey

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

How does AI impact customer experience and satisfaction? 
What are the key considerations for businesses when testing and implementing AI in customer service? 
What role does knowledge management play in shaping the quality of AI responses in customer service? 
How can AI help in providing a personalized customer? 
What are the challenges and benefits of implementing AI in business? 

Top Takeaways

Artificial intelligence (AI) is changing  how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company’s specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees. 


Implementing AI into business practices doesn’t have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It’s important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company. 


Some companies make the mistake of creating a solution that’s great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout. 


Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don’t put together a solution, be it AI, self-service, or any other type of technology, without an end in mind. 


The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency. 


Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in! 

Quotes:
“AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out.” 

“In this world where we have computers in our pockets, it’s  important to meet your customers where they are and when they want to communicate.” 

“Many companies are struggling having so much data right now yet have no ability to analyze and take action on it. Without AI assistance, the amount of time it takes to gather, collect, analyze, and then output data is longer than what the market demands.” 

“AI has the potential to improve personalized customer experiences by leveraging customer data to assist agents in creating tailored interactions. Having all the data and knowledge in your hands when you need it is a huge game-changer.” 
About:
Elizabeth Tobey is the Head of Marketing for NICE‘s Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C. 

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 April 14, 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.
Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj
(Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. Customers want the attention on them—and they’re willing to walk if they don’t get it.

My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. All five of this week’s articles are focused on customer loyalty. So, let’s start with a Fast Company that has three tips. First, the subtitle of the article mentions personalization. It’s very hard to build loyalty if the customer has a generic experience. Many of the articles in these weekly roundups are tied to specific industries. This one focuses on field service, but it’s still worth the four minutes it takes to read.
Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke
(Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Those forces from the days of the pandemic look to continue well into 2024 as stubborn inflation and higher interest rates continue to burden brands and retailers, which are faced with the unenviable task of balancing increasing costs with what consumers can bear.

My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. However, if you tell them why, it could actually create even more loyalty. Here’s a great line from the article: “Every additional penny that is asked of a customer should be put through a rigorous test.” It also includes a short list of what to consider when protecting customer loyalty.
Loyalty Programs Should Encourage Competition. The Reality May Be the Opposite by Alexandru Nichifor and Scott Duke Kominers
(SmartCompany) Loyalty programs enable firms to offer significantly lower prices to some of their customers. You’d think this would encourage strong competition. But that isn’t always what actually happens. New research shows that paradoxically, by changing the way companies target customers, loyalty programs can sometimes reduce price competition. The research also points to solutions.

My Comment: This is a “contrarian article.” Loyalty programs typically offer their members savings or perks. I don’t agree with some of what’s in the article. For example, giving a lower price to a loyal customer erodes margins. Yes, the margin is lower, but the frequency of purchases could be higher. There’s much more here, and I think you’ll find it an intriguing and interesting read.
17 Tips For Building Brand Loyalty With Thought Leadership Content by Forbes Expert Panel®
(Forbes) For many companies, to achieve brand loyalty among their customers is the ultimate goal. Acquiring new customers can be difficult, and so gaining a loyal customer who happily returns to purchase your product or service again and again not only saves the company time and resources but ensures they have steady sales for a long time to come.

My Comment: The Forbes Communications Council has compiled a list of 17 tips for building loyalty. There really is something here for everyone – from small to large businesses and from B2C to B2B.
Unravelling the Code to Incredibly Effective Nike Loyalty Scheme by Webster Webmeridian
(WebMeridian) The eCommerce landscape is thriving. The primary challenge isn’t just drawing in users, but ensuring they remain engaged. Over 90% of businesses today offer a loyalty program. Some examples like a Nike loyalty program set the standard for rewards programs – and it’s possible to replicate the same in your store.

My Comment: Nike is a brand that we all know and many love. They have built an incredibly huge base of loyal customers. In this article, we have an opportunity to look “behind the curtain” of one of the most recognized brands in the world. The Nike loyalty program is an excellent case study we can all learn from.
BONUS
What Is Net Promoter Score and How Does It Work? by Foundever™
(Foundever™) For over two decades, the Net Promoter Score (NPS) has been the default means of understanding the strength of a customer’s relationship with a brand, but it’s not a measure without inherent flaws. Are organizations putting too much faith in it?

My Comment: A high Net Promoter Score (NPS) can indicate a positive experience that gets customers to come back. It indicates that the customer was happy, so much so that they would be willing to recommend the company, brand, or product to a friend, family member, or colleague. That may not indicate true customer loyalty, but that level of satisfaction is a pretty good start!

Shep Hyken  is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

This Customer Could Ruin Your Business

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way.  

Many years ago, I used to begin my customer service keynote speeches with a question:  

By a show of hands, how many of you believe it’s important to satisfy your customers?   

As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. Rust. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! And the reason is that they are just satisfied. The experience was average – not bad, but not great either. 

In the competitive world we are in, this makes sense. So many companies and brands are trying to win customers over by delivering a better service experience. It makes sense that “average” or “satisfactory” doesn’t cut it. 

In my recent customer service and CX research (sponsored by RingCentral), I included a question that would give us an updated number for this concept. We asked:  

If you were to rate a customer experience on a scale of 1 to 5 – where 1 is bad, 2 is fair, 3 is average or satisfactory , 4 is good, and 5 is excellent – how likely are you to return to this company or brand if you rated them a 3? 

There were five possible answers: Never, Not Likely, Not Sure, Likely, and Very Likely. 

The survey results are worth paying close attention to. In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. 

If you search synonyms for satisfactory, you’ll find words like acceptable, adequate, bearable, and more. By today’s standards, satisfactory is mediocre. And most customers won’t put up with a mediocre experience.  

I’ve said this many times before. Our customers are smarter than ever when it comes to customer service and experience. They have learned from the best. Companies like Amazon, Chick-fil-A, Apple, and other customer experience luminaries promise great service, deliver on their promises, and set the bar higher for others.  

You don’t have to be an Amazon or an Apple to deliver amazing service. But you do have to meet expectations. If you do that consistently, customers will positively describe their experience with you. They will say your people are always helpful, friendly and knowledgeable. None of that is over the top, but when you put the word always in front of those words, you’re operating at a level beyond average or satisfactory. That’s a big part of what gets your customers to say, “I’ll be back!” 

(To get the full research report, visit www.Hyken.com/research.) 

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

 

The 5 Steps to a 5-Star Customer Experience with Katie Mares

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

What five steps are crucial for creating a five-star customer service experience? 
How can language and tone significantly impact customer service interactions? 
What are the potential drawbacks of companies relying solely on AI and technology for customer interactions? 
How does the human touch impact customer experiences in an increasingly tech-driven world? 
How does service recovery contribute to building customer loyalty and trust? 

Top Takeaways

Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips! 


What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers. 
Use your customer’s name. Break down those walls immediately to create that instant connection. 
Be genuine. Customers want to know that you care, not just that you have to care. 
Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.
Be a hero. Sometimes, humans drop the ball. Service recovery doesn’t just fix the problem, it restores confidence. 


Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.  


While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience. 


Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in! 

Quotes:
“Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don’t make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue.” 

“A balance needs to be found between technology, AI, and human connection. Your customers are not bots; they are humans. We still need to give a human experience because people do business with people, not businesses.” 

“Be a hero. Service recovery is so important because you can sometimes gain better loyalty through recovery than the experience you have designed.” 

“You don’t need to provide an over-the-top experience or give your customers a big gift every time. It is all about tailoring the experience for the right moment. That’s what customers are looking for.” 
About:
Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER Experience . 

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 April 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
72 Vital Customer Retention Statistics by Samson Haileyesus
(Small Business Trends) Businesses are increasingly recognizing that earning customer loyalty is not just a nice-to-have but a vital component of their strategy for sustainable growth. Recognizing the importance, impact, and nuances of customer retention and loyalty in today’s business landscape is a must. The customer retention statistics in this article will highlight important metrics you need to know to grow your business.

My Comment: The theme for this week’s Top Five articles is lists. This first list is a big one, filled with stats (72 of them) about customer retention. If you’ve been following me, you know I geek out (just a little) over customer service and CX statistics. There is a LOT of interesting information here, so spend a few minutes looking over numbers tied to the cost of losing customers, the impact of repeat customers, and much more!
21 Important Customer Service Skills (With Resume Example) by Audrey Eads
(Indeed) Customer service skills are traits and practices that equip you to address customer needs and foster a positive experience. In general, customer service skills rely heavily on problem-solving and communication. Customer service is often considered a “soft skill,” including traits like active listening and reading both verbal and nonverbal cues.

My Comment: This article includes a list of important customer service skills you want to look for on a resume. In addition to some general commentary about some of the basics of customer service, the list of 21 skills links to another article, most of which are more lists. There is a huge amount of good information (when you combine this article with all the others that are linked to it) that will help you find your next customer service employee.
11 Customer Service Objectives & How to Set Them by Aksheeta Tyagi
(Sprinklr) Customer service is not as simple as it used to be. Your customer service objectives need to achieve more than the basics. Brands can’t simply rely on a reactive approach because customers today expect so much more.

My Comment: Do you have customer service objectives? These could include KPIs such as how fast you want issues resolved, what you want you want for your NPS or CSAT ratings to be, and more. Or maybe they are more strategic and include better ways to collect feedback and mend broken relationships. There’s plenty to consider in this robust article from our friends at Sprinklr.
5 Examples of a Good Customer Experience in 2024 by Suay Çakırca
(UserGuiding) No matter how great your product is, if the customer service you provide lacks reliability and helpfulness or simply fails to offer exceptional experiences, chances are your customers will hear – and talk – about this for quite some time. And what happens next?

My Comment: What does a good customer service experience look like in 2024? This article includes a list of five ways to deliver great service with examples from Apple, Nike, Tim Hortons, Microsoft, and Ikea – all iconic brands that can teach us how to deliver a better CX this year and beyond.
Marketing Fail: 5 Customers Who Want to Destroy Your Business by Andrew McDermott
(business.com) Predatory customers can be a massive problem for businesses. You know the type: They try to squeeze as much time, money and resources out of your business as possible. Predatory customers may comprise only a small portion of your business, but they cause most of your problems. And while it’s easy to treat this dilemma like a customer service problem, it’s actually a marketing strategy issue. You may be inadvertently marketing to the wrong type of customer.

My Comment: This article describes the five customers with whom you probably won’t want to do business. I’m not typically excited about articles that focus on the negative, but the author describes some pretty crazy examples of customers who scheme, slander, disrupt, and corrupt the way you do business. I’ve always preached, “The Customer is NOT always right, but they are always the customer – so let them be wrong with dignity and respect.” That said, there are some customers you really don’t want to do business with, and they may be included on this list.
BONUS
Want a Better Customer Experience? Build a Better Work Environment by Colin Velez
(CBT News) Dealers know how crucial it is to provide an exceptional customer experience. But in pursuing high standards of service, many find themselves forgetting an equally crucial component of the consumer satisfaction: the employee experience.

My Comment: You may have read my article on the Employee Hierarchy of Needs. Like Maslow’s Hierarchy of Needs, this is a list (there’s that word again) that starts with the basic compensation plan and moves to the tip of the pyramid, where you find employee fulfillment. Also included in this article is the video of the original interview.
AI Trends Reshaping Customer Experience by Bernie Borges
(iQor) This blog is a collection of insights on artificial intelligence (AI) in customer experience (CX) strategies from an elite group of CX strategists and consultants. Collectively, they explore a future where AI is not just an operational tool but a transformative element for exceptional customer and employee experiences. Their reflections consider AI’s use, limitations, and methods for maximizing its potential in the ongoing delivery of irresistible customer experience across all industries.

My Comment: My friends at iQor included me in an article with a list of CX influencers sharing their thoughts on the AI trends that are reshaping the customer experience. You’ll find some very interesting insights from some of the brightest people in the CX world.
April Is Customer Loyalty Month: A Starting Point to Create Lasting Connections by Top Sales Magazine
(Top Sales Magazine) Sign up here for the most popular and relevant sales magazine available and enjoy this monthly treat, jam-packed with articles, features and advice from the world’s leading sales experts and commentators.

My Comment: Let’s end this week’s list with something other than a list. The amazing people at Top Sales Magazine put me on the cover of this month’s magazine, which features Customer Loyalty Month. What a surprise! You’ll have to give them your name and email address to get the issue (and all others), but it’s free and worth it! (Thank you, Top Sales Magazine, for this honor!)

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.

“No” Is an Easy Answer

 

If a customer asks you to do something you haven’t done before, “No” is an easy answer. Why? Because… 

We don’t do that. 

We’ve never done that. 

We don’t carry that product. 

That’s not our policy. 

And more reasons – or excuses – like these. 

Recently, I was the keynote speaker at a conference, and the CEO, who spoke just before me, teed up my presentation perfectly when he talked about going the extra mile. His approach to this concept was realistic. He said, “No one will be able to go the extra mile every time.” He emphasized that unless the customer has some kind of emergency, the extra mile is often something small—something we typically don’t do.  

Customers can be our best source of innovation and opportunity. If we survey our customers and ask for feedback, we may find ways to improve our products and services. Or sometimes, they will come right out and ask for something out of the ordinary. It’s easy to ignore feedback or say “No, “when someone suggests something we’ve never done before. But what if we looked beyond the words and thought, “What if,” instead of, “That is something we don’t do.”? 

Years ago, I wrote an article about the “Anti-No Zone.” The premise was employees at a restaurant were trained to find ways to say “Yes.” If you want to dig deeper into this idea, check out my article about Cameron Mitchell, a very successful restauranteur who authored a book titled Yes Is the Answer! What’s the Question? And I wrote another article featuring Christine Trippi on How to Say YES – Every Time .  

All of these articles are about avoiding the word no. At the same time, it’s unrealistic to say yes to every request; however, maybe we can say “No” without really saying “No.” Instead, you can offer alternative solutions that, while not what the customer is asking for, will still make them happy.   

So, going the extra mile is more than a customer service strategy. And it’s more than avoiding the word no. It is a mindset that customers will appreciate. At the same time, it’s recognizing that anything that you might say no to at first is a possibility to innovate and grow.  

So, the next time you are about to say “No” to a customer or an employee, catch yourself and before you answer, and think, “If I could say yes, what would that look like?” Practice the mindset of not just going the extra mile but being proactive about finding ways to do so. 

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.