Shep Hyken's Blog, page 27
March 18, 2024
Top 5 Customer Service & CX Articles for Week of March 18, 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.
Do You Know Who Your Competition In Business Really Is? by Dan Gingiss
(Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day.
My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. For years, I’ve said that customers are smarter than ever than ever. They no longer compare you to direct competition but to the best experience they have from any company or brand. This is Dan’s take on it.
KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito
(Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans. New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors.
My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans. Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. I love repeat business. The next step is loyal repeat business. And beyond loyalty is a brand fan. They not only come back, they promote and defend you.
2024 MarTech Predictions for a Better Customer Experience by MTC News Desk
(MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients.
My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. Specifically, we can create higher levels of personalization and use data to better understand our customers. The big prediction (at least for me) is the use of video to create a better experience. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.
Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House
(The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. A high-performing Federal government—staffed by expert civil servants—plays a critical role in ensuring Americans can easily access reliable services and resources, from helping the American people file taxes and apply for benefits, to confronting the risks and opportunities presented by Artificial Intelligence (AI). The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government.
My Comment: Our customer service and CX research found that only 18% of American consumers believe the government provides good customer service. Ouch! However, after reading this article, you will be impressed with the steps the government is taking to provide a better experience. The budget calls for many areas to improve, thanks to technology and AI. It will be easier than ever to renew a passport, check on Social Security benefits, get answers related to taxes, and much, much more.
How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse
(diginomica) There’s an intrinsic link between customer experience and employee experience. For businesses whose goal is to keep the two aspects in harmony, Katie Whitehouse of ServiceNow has three pieces of practical advice.
My Comment: If you’ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX). More than just a good place to work, giving employees the tools they need to do their jobs effectively, which includes training and technology, is fulfilling. A fulfilled employee is more engaged at work and with your customers.
BONUS
Shep Hyken: Agents Need AI More than Your Customers by Todd Krieger
(Freshwork) Few experts have studied the ups and downs of customer service longer or in more depth than Shep Hyken, author of several books including the best-selling “The Amazement Revolution” (2011), a compendium of strategies for companies that want to create great experiences for end users.
My Comment: Last week, Freshworks shared an article from an interview we did earlier this year. This is a great follow-up to the fifth article in the Top Five roundup. Our customer support agents need AI more than our customers.
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.
Do You Know Who Your Competition In Business Really Is? by Dan Gingiss
(Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day.
My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. For years, I’ve said that customers are smarter than ever than ever. They no longer compare you to direct competition but to the best experience they have from any company or brand. This is Dan’s take on it.
KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito
(Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans. New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors.
My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans. Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. I love repeat business. The next step is loyal repeat business. And beyond loyalty is a brand fan. They not only come back, they promote and defend you.
2024 MarTech Predictions for a Better Customer Experience by MTC News Desk
(MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients.
My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. Specifically, we can create higher levels of personalization and use data to better understand our customers. The big prediction (at least for me) is the use of video to create a better experience. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.
Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House
(The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. A high-performing Federal government—staffed by expert civil servants—plays a critical role in ensuring Americans can easily access reliable services and resources, from helping the American people file taxes and apply for benefits, to confronting the risks and opportunities presented by Artificial Intelligence (AI). The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government.
My Comment: Our customer service and CX research found that only 18% of American consumers believe the government provides good customer service. Ouch! However, after reading this article, you will be impressed with the steps the government is taking to provide a better experience. The budget calls for many areas to improve, thanks to technology and AI. It will be easier than ever to renew a passport, check on Social Security benefits, get answers related to taxes, and much, much more.
How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse
(diginomica) There’s an intrinsic link between customer experience and employee experience. For businesses whose goal is to keep the two aspects in harmony, Katie Whitehouse of ServiceNow has three pieces of practical advice.
My Comment: If you’ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX). More than just a good place to work, giving employees the tools they need to do their jobs effectively, which includes training and technology, is fulfilling. A fulfilled employee is more engaged at work and with your customers.
BONUS
Shep Hyken: Agents Need AI More than Your Customers by Todd Krieger
(Freshwork) Few experts have studied the ups and downs of customer service longer or in more depth than Shep Hyken, author of several books including the best-selling “The Amazement Revolution” (2011), a compendium of strategies for companies that want to create great experiences for end users.
My Comment: Last week, Freshworks shared an article from an interview we did earlier this year. This is a great follow-up to the fifth article in the Top Five roundup. Our customer support agents need AI more than our customers.
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.
March 12, 2024
Six Ways to Create Your Brand’s Experience Personality
Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make:
Do You Give Your Customers an Experience – Or Just a Transaction
?How to Create an Experience Personality
I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality:
Your Company’s Personality: I don’t care what you sell. It could be military equipment or comic books. Every company has a personality, and these personalities run the gamut from serious to whimsical. What are the adjectives that customers use to describe you? How would you like them to describe you? These are two great questions to ask as you start to explore your company’s personality.
Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. When you know the perception you want customers to have of your organization, empower your employees to deliver on the personality.
Top-Down Personality: If you want employees on the front line to deliver on the company’s personality, it must be modeled from the top down. In other words, leaders must practice the behaviors they want their employees to practice. The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers.
Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Find ways to instill the personality into all of these interactions.
Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience. Ask your customers.
Be Consistent: The only way for your experience personality to become a reality is for the experience to be consistent and predictable. It can’t be an engaging experience this time and something other than engaging next time. When customers like the experience personality, they will want to experience more of it! Consistency counts!
Create the experience that gets customers to say, “I’ll be back!”
As you adopt these strategies, your customers will become familiar and comfortable with the experience personality you portray. Take the time to work through these steps, get everyone on board and in alignment with the personality you want to be known for, and create the experience that gets 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.
March 11, 2024
Rocking Customer Experience with Jim Serger
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can businesses create experiences that get repeat business and nurture brand loyalty?
How can businesses think outside the box to create fan-like loyalty among their customer base?
What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?
What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?
Why should organizations prioritize creating special and unforgettable experiences for their customers?
Top Takeaways
Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.
Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it’s dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service.
Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.
Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base.
Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in!
Quotes:
“When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans.”
“Every time you have a good experience with a customer, you have to remember that they are probably going to tell ten of their friends. And the more that you can make a customer feel important and valued, the more people they are going to tell.”
“There’s no organization in the world that doesn’t experience problems. But the ones that do the best are the ones that catch them and correct them before they escalate into something major.”
About:
Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the “1984” Van Halen Concert.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses create experiences that get repeat business and nurture brand loyalty?
How can businesses think outside the box to create fan-like loyalty among their customer base?
What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?
What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?
Why should organizations prioritize creating special and unforgettable experiences for their customers?
Top Takeaways
Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.
Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it’s dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service.
Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.
Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base.
Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in!
Quotes:
“When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans.”
“Every time you have a good experience with a customer, you have to remember that they are probably going to tell ten of their friends. And the more that you can make a customer feel important and valued, the more people they are going to tell.”
“There’s no organization in the world that doesn’t experience problems. But the ones that do the best are the ones that catch them and correct them before they escalate into something major.”
About:
Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the “1984” Van Halen Concert.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
March 10, 2024
Top 5 Customer Service & CX Articles for Week of March 11, 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 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem
(America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.
My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture. Even though the title implies the article is for small businesses, this information could be valuable for any sized business.
Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council
(Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand.
My Comment: The Rolling Stones Culture Council shares some common sense ideas that could work for any type of business. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research, is a top reason customers will say, “I’ll be back!”
Is Customer Empowerment the New Customer Engagement? by Chitra Iyer
(CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.
My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc. The second category is the company’s conscious decision to empower the customer to create their own buying experience. Amazon comes to mind as a rockstar example of what it’s like to give customers control over their experience. And you don’t have to be Amazon or in the retail world to empower customers. Elements of empowerment can be given to a customer for just about any type of business in almost any industry.
Surge Pricing a Growing Part of Consumer Experience, Says Expert by Doug Hunt
(Phys.org) The public reacted swiftly this week when news spread that Wendy’s had potential plans to test-run surge pricing in its restaurants. While the popular fast-food chain has since indicated it will not increase prices during the busiest times at its restaurants, the situation has shed light on both current and potential future surge pricing practices, says Brock University’s Eric Dolansky.
My Comment: Surge pricing has made recent headlines as Wendy’s shared the news of introducing a version of the strategy into their restaurants. When you hear the words “surge pricing,” companies like Uber come to mind. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. This is an interesting strategy that could work for many businesses, but it doesn’t come without risks. This short article may not give you a lot of answers but should raise your interest and make you wonder if this is a strategy that could work for your business.
How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey
(SurveyMonkey) The customer experience is a direct result of several interactions across their journey. Everything counts, from initial contact with your website to the ease of buying a product to how helpful your post-purchase support is. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.
My Comment: Jan Carlzon, the former president of Scandinavian Airlines, introduced a definition of a Moment of Truth, which is whenever customers have an interaction with a company, they have an opportunity to form an impression. This excellent article talks about touchpoints, and I love how they broke them down into three areas that include pre-purchase, during-purchase, and post-purchase. And touchpoints don’t always involve customers interacting with employees. It’s any and every type of interaction.
BONUS
Top Five Customer Experience Blogs by Steve Towers
(CX Obsession) In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight!
My Comment: Once again, I’m honored and flattered to be on a list with some amazing customer service and CX, this time featuring the Top Five Customer Experience blogs. Imagine that… A Top Five List!
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.
5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem
(America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.
My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture. Even though the title implies the article is for small businesses, this information could be valuable for any sized business.
Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council
(Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand.
My Comment: The Rolling Stones Culture Council shares some common sense ideas that could work for any type of business. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research, is a top reason customers will say, “I’ll be back!”
Is Customer Empowerment the New Customer Engagement? by Chitra Iyer
(CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.
My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc. The second category is the company’s conscious decision to empower the customer to create their own buying experience. Amazon comes to mind as a rockstar example of what it’s like to give customers control over their experience. And you don’t have to be Amazon or in the retail world to empower customers. Elements of empowerment can be given to a customer for just about any type of business in almost any industry.
Surge Pricing a Growing Part of Consumer Experience, Says Expert by Doug Hunt
(Phys.org) The public reacted swiftly this week when news spread that Wendy’s had potential plans to test-run surge pricing in its restaurants. While the popular fast-food chain has since indicated it will not increase prices during the busiest times at its restaurants, the situation has shed light on both current and potential future surge pricing practices, says Brock University’s Eric Dolansky.
My Comment: Surge pricing has made recent headlines as Wendy’s shared the news of introducing a version of the strategy into their restaurants. When you hear the words “surge pricing,” companies like Uber come to mind. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. This is an interesting strategy that could work for many businesses, but it doesn’t come without risks. This short article may not give you a lot of answers but should raise your interest and make you wonder if this is a strategy that could work for your business.
How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey
(SurveyMonkey) The customer experience is a direct result of several interactions across their journey. Everything counts, from initial contact with your website to the ease of buying a product to how helpful your post-purchase support is. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.
My Comment: Jan Carlzon, the former president of Scandinavian Airlines, introduced a definition of a Moment of Truth, which is whenever customers have an interaction with a company, they have an opportunity to form an impression. This excellent article talks about touchpoints, and I love how they broke them down into three areas that include pre-purchase, during-purchase, and post-purchase. And touchpoints don’t always involve customers interacting with employees. It’s any and every type of interaction.
BONUS
Top Five Customer Experience Blogs by Steve Towers
(CX Obsession) In the digital jungle, we’re all on a safari to spot the rarest of beasts: focus! Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members. These blogs will help you tame the wilds of business busyness with wisdom, wit, and a few well-timed roars of insight!
My Comment: Once again, I’m honored and flattered to be on a list with some amazing customer service and CX, this time featuring the Top Five Customer Experience blogs. Imagine that… A Top Five List!
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.
March 5, 2024
Do You Give Your Customers an Experience – Or Just a Transaction?
In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are. It’s a generational thing. If you were born in this century, you probably don’t know either of them, but trust me, they are rock stars and legends! There was a difference in their shows.
Bob Dylan came out and played. He barely spoke a word to the audience. His music was enough for his true fans. But for some of us who saw the legend for the first time, we might have expected more than just songs. If all we wanted was the music, we could have listened to his albums on iTunes or Spotify.
Ringo Starr, on the other hand, did more than just play songs. He brought energy and enthusiasm to the stage. While he and his all-star band played their most popular songs, there was more to the show. He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet.
This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.
The concert examples are not unlike two companies competing for a customer’s business. A company that doesn’t showcase its “personality” may be missing an opportunity to create a personal connection.
If you want to see this in action, go visit a Trader Joe’s grocery store and ask several of the crew members – their term for employees – some questions. Experience their reputation for fun, which goes beyond the employees’ personalities and includes a uniform, which is a somewhat “loud” Hawaiian shirt.
So, which company or brand are you?
You don’t need outgoing employees wearing loud Hawaiian shirts for a customer to experience your brand. The point is to do something that makes the customer feel as if they are experiencing more than, for lack of a better description, placing an order and having it fulfilled. The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction.
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.
March 4, 2024
A Company Culture of Good with Chad Jensen
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can a company create a positive employee experience during challenging times?
What strategies can a company use to give back to its local communities?
How can businesses foster strong connections between their employees and the communities they serve?
What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success?
How can a company create a culture that values giving back and community involvement?
Top Takeaways
Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company’s performance.
The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands.
Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact.
The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business.
Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community.
Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in!
Quotes:
“Take care of your employees first, and then take care of your customers. Every decision should be made through the lens of showing them that we have their back.”
“We want to make a difference to the communities we actually serve. We don’t do it for the ratings or because it is cool and popular. We don’t do it for any other reason than to give back to our communities.”
“Always make sure when you’re doing business, you’re always doing good.”
About:
Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic.
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 a company create a positive employee experience during challenging times?
What strategies can a company use to give back to its local communities?
How can businesses foster strong connections between their employees and the communities they serve?
What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success?
How can a company create a culture that values giving back and community involvement?
Top Takeaways
Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company’s performance.
The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands.
Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact.
The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business.
Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community.
Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in!
Quotes:
“Take care of your employees first, and then take care of your customers. Every decision should be made through the lens of showing them that we have their back.”
“We want to make a difference to the communities we actually serve. We don’t do it for the ratings or because it is cool and popular. We don’t do it for any other reason than to give back to our communities.”
“Always make sure when you’re doing business, you’re always doing good.”
About:
Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic.
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 March 4, 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.
What Exactly Is Customer Experience? by Annette Franz
(CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.
My Comment: I’m often asked, “What’s the difference between customer service and customer experience (CX)?” So, we’ll kick off this week’s roundup with a great definition from Annette Franz. “Customer experience is the sum of all the interactions that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.” And just as important, is to understand what customer experience is not, which Annette also shares. You’ll have to read the article to find out more.
U.S. Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold
(Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. consumers. The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider.
My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” Customers/consumers expect more from the companies and brands they choose to be loyal to. This excellent article is a summary of Marigold’s consumer study. Overall, the report is optimistic. You’ll be intrigued by the findings, and I suggest you download their free “Consumer Trends Index.”
Strong Customer Marketing Strategies: The Key to Boosting Retention by Katlin Hess
(G2) Have you ever wondered why certain brands have fiercely loyal customers? The ones who don’t just buy stuff but actively advocate for their faves? The secret to this kind of enviable loyalty is often not just a stellar product (although that definitely helps) but a thoughtful customer marketing approach.
My Comment: There is marketing, and then there is “customer marketing.” The latter is more about retention and loyalty, marketing to existing customers to get them to return, buy more, and become your advocates. Engaging your customers in between visits pays dividends. This article will get you thinking about how to do just that.
How Brands Can Leave a Lasting Impression, Just like Travel Experiences Do by Jenni Baker
(The Drum) It’s not what you have, but what you do that matters. ‘Experiences over things’ has become the millennial’s mantra, and it’s flowing through to previous and future generations too. Experiences matter more because they have staying power and for brands to create memorable connections and build long-term loyalty, they need look no further than travel experiences.
My Comment: If you ask my wife what gift I gave her last year for her birthday, she may or may not remember. But if you ask her about the trip we took on her 50th birthday, she’ll never forget. As the title of this article implies, certain companies and brands leave lasting impressions, just like a travel experience. What can you and your organization do to create a memorable experience, and more importantly, get a customer to want more and come back?
Ditch The Old Playbook: B2B CMOs, It’s Time To Lead The E-Commerce Charge by Christina Schmitt
(Forrester) In the fast-paced world of B2B marketing, where change is the only constant, CMOs find themselves standing at a critical crossroads. The traditional playbook is becoming obsolete, and B2B buyers demand seamless online experiences. The landscape is shifting, and those who fail to adapt are bound to be left behind in the dust of their more agile competitors. It’s no longer a question of if but rather when and how B2B CMOs will embrace the e-commerce revolution.
My Comment: I’ve made it through this week’s Top Five roundup without an article on AI – even though it’s the hottest topic in the customer service and CX world. This final article suggests that B2B companies should start thinking a little more like B2C and create an e-commerce experience. I’ve been telling my clients that regardless of the business, your customer is a consumer. They will compare you to their best experience, regardless of whether it is B2B or B2C. Most likely, it’s B2C. Knowing that, if you sell B2B, how can you give them the B2C experience they love?
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.
What Exactly Is Customer Experience? by Annette Franz
(CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.
My Comment: I’m often asked, “What’s the difference between customer service and customer experience (CX)?” So, we’ll kick off this week’s roundup with a great definition from Annette Franz. “Customer experience is the sum of all the interactions that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.” And just as important, is to understand what customer experience is not, which Annette also shares. You’ll have to read the article to find out more.
U.S. Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold
(Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. consumers. The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider.
My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” Customers/consumers expect more from the companies and brands they choose to be loyal to. This excellent article is a summary of Marigold’s consumer study. Overall, the report is optimistic. You’ll be intrigued by the findings, and I suggest you download their free “Consumer Trends Index.”
Strong Customer Marketing Strategies: The Key to Boosting Retention by Katlin Hess
(G2) Have you ever wondered why certain brands have fiercely loyal customers? The ones who don’t just buy stuff but actively advocate for their faves? The secret to this kind of enviable loyalty is often not just a stellar product (although that definitely helps) but a thoughtful customer marketing approach.
My Comment: There is marketing, and then there is “customer marketing.” The latter is more about retention and loyalty, marketing to existing customers to get them to return, buy more, and become your advocates. Engaging your customers in between visits pays dividends. This article will get you thinking about how to do just that.
How Brands Can Leave a Lasting Impression, Just like Travel Experiences Do by Jenni Baker
(The Drum) It’s not what you have, but what you do that matters. ‘Experiences over things’ has become the millennial’s mantra, and it’s flowing through to previous and future generations too. Experiences matter more because they have staying power and for brands to create memorable connections and build long-term loyalty, they need look no further than travel experiences.
My Comment: If you ask my wife what gift I gave her last year for her birthday, she may or may not remember. But if you ask her about the trip we took on her 50th birthday, she’ll never forget. As the title of this article implies, certain companies and brands leave lasting impressions, just like a travel experience. What can you and your organization do to create a memorable experience, and more importantly, get a customer to want more and come back?
Ditch The Old Playbook: B2B CMOs, It’s Time To Lead The E-Commerce Charge by Christina Schmitt
(Forrester) In the fast-paced world of B2B marketing, where change is the only constant, CMOs find themselves standing at a critical crossroads. The traditional playbook is becoming obsolete, and B2B buyers demand seamless online experiences. The landscape is shifting, and those who fail to adapt are bound to be left behind in the dust of their more agile competitors. It’s no longer a question of if but rather when and how B2B CMOs will embrace the e-commerce revolution.
My Comment: I’ve made it through this week’s Top Five roundup without an article on AI – even though it’s the hottest topic in the customer service and CX world. This final article suggests that B2B companies should start thinking a little more like B2C and create an e-commerce experience. I’ve been telling my clients that regardless of the business, your customer is a consumer. They will compare you to their best experience, regardless of whether it is B2B or B2C. Most likely, it’s B2C. Knowing that, if you sell B2B, how can you give them the B2C experience they love?
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.
February 27, 2024
Customers Could Stop Doing Business Because Of A Long Survey
Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we heard from John Hughes, who is connected with me on LinkedIn. Here is a shortened version of his comment:
“Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball. Yes, it helps, but you still have to be talented and have that extra ‘something’ to be a professional basketball player. … Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. Ironically, customers at top service companies (think Ritz-Carlton, USAA, Chewy, Amazon, and Navy Federal Credit Union) are actually more willing to take longer surveys because they appreciate the relationship. An unwillingness to take a survey can be the most direct measure they do not value the relationship.”
First, I love John’s comment, especially the analogy to professional basketball. I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. And in general, short surveys get higher response rates. I shared with John that depending on how many surveys are sent out – as in a large number – the company can keep the surveys short and ask different questions, which should give them similar feedback as if they sent out fewer longer surveys.
Here are some findings from our 2024 Customer Service and CX research (sponsored by RingCentral) that back up my comments:
In 2024, 67% of customers said they don’t complete surveys if they are too long.
Furthermore, almost one in five (19%) of customers stopped doing business with a company or brand because its satisfaction surveys were too long.
And 23% of customers stopped doing business with a company because it kept sending too many surveys.
It’s not all gloom and doom for surveys. There are plenty of people who are happy to complete surveys, and we’ll share some of those findings later this year.
Back to John’s comment about customers at top service companies who will take the time to answer longer surveys. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys.
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.
February 26, 2024
Big Bets and Bold Leadership with John Rossman
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a “big bet” in business?
How does the future press release technique communicate the vision of a transformation to employees and stakeholders?
What is the chief repeating officer, and how do they contribute to improving customer experience?
What causes organizational transformations to fail?
What role does gaining true senior executive alignment play in the success of transformative initiatives?
Top Takeaways
A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.
Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.
Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization’s mission and vision, leaders create a unified and empowered workforce.
Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.
Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.
Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership . Tune in!
Quotes:
“The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve.”
“Think slowly, act fast. Write out what you envision as the solution to your customer’s problem. By writing these out, you’re experimenting before you even start building something, clarifying and simplifying the real problems you are trying to solve.”
“So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. The high-risk components of a transformation must be tested before we commit to it.”
” Gaining true senior executive alignment is critical for successful transformations. They must know where it’s going and their role in making the transformation happen.
About:
John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way . His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era , is available today.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is a “big bet” in business?
How does the future press release technique communicate the vision of a transformation to employees and stakeholders?
What is the chief repeating officer, and how do they contribute to improving customer experience?
What causes organizational transformations to fail?
What role does gaining true senior executive alignment play in the success of transformative initiatives?
Top Takeaways
A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.
Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.
Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization’s mission and vision, leaders create a unified and empowered workforce.
Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.
Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.
Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership . Tune in!
Quotes:
“The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve.”
“Think slowly, act fast. Write out what you envision as the solution to your customer’s problem. By writing these out, you’re experimenting before you even start building something, clarifying and simplifying the real problems you are trying to solve.”
“So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. The high-risk components of a transformation must be tested before we commit to it.”
” Gaining true senior executive alignment is critical for successful transformations. They must know where it’s going and their role in making the transformation happen.
About:
John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way . His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era , is available today.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Big Bets and Bold Leadership
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a “big bet” in business?
How does the future press release technique communicate the vision of a transformation to employees and stakeholders?
What is the chief repeating officer, and how do they contribute to improving customer experience?
What causes organizational transformations to fail?
What role does gaining true senior executive alignment play in the success of transformative initiatives?
Top Takeaways:
A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.
Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.
Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization’s mission and vision, leaders create a unified and empowered workforce.
Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.
Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.
Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership . Tune in!
Quotes:
“The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve.”
“Think slowly, act fast. Write out what you envision as the solution to your customer’s problem. By writing these out, you’re experimenting before you even start building something, clarifying and simplifying the real problems you are trying to solve.”
“So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. The high-risk components of a transformation must be tested before we commit to it.”
” Gaining true senior executive alignment is critical for successful transformations. They must know where it’s going and their role in making the transformation happen.
About:
John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way . His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era , is available today.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is a “big bet” in business?
How does the future press release technique communicate the vision of a transformation to employees and stakeholders?
What is the chief repeating officer, and how do they contribute to improving customer experience?
What causes organizational transformations to fail?
What role does gaining true senior executive alignment play in the success of transformative initiatives?
Top Takeaways:
A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business.
Effective leaders communicate their vision clearly. They use techniques including writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it.
Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization’s mission and vision, leaders create a unified and empowered workforce.
Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration.
Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.
Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership . Tune in!
Quotes:
“The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve.”
“Think slowly, act fast. Write out what you envision as the solution to your customer’s problem. By writing these out, you’re experimenting before you even start building something, clarifying and simplifying the real problems you are trying to solve.”
“So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. The high-risk components of a transformation must be tested before we commit to it.”
” Gaining true senior executive alignment is critical for successful transformations. They must know where it’s going and their role in making the transformation happen.
About:
John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way . His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era , is available today.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
