Shep Hyken's Blog, page 28
February 25, 2024
Top 5 Customer Service & CX Articles for Week of February 26, 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 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison
(Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it.
My Comment: We start this week’s roundup with an article about AI. (Imagine that!) This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. Of course, there’s more to this article.
How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown
(CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.
My Comment: When customers talk, their friends, family, and work colleagues listen. Creating customers who will advocate and evangelize your brand can be your best marketing. This short article hits some of the high points of why creating obsessed customers is a good strategy.
5 Must-Haves for Your Brand’s Loyalty Program by Kathy Doyle
(Retail Customer Experience) Finding success with your loyalty program not only encourages repeat visits but also builds a strong bond with customers, improving your brand’s bottom line. Making the program attractive and valuable to your customers is key.
My Comment: This short article will take you less than two minutes to read. If you have a loyalty program (or are thinking about having one, here are five ideas to consider. Nothing here is brand new, but some of these could be important to the foundation of your program.
4 Pillars of Best-In-Class Digital Experience Programs by Karthik Kashyap
(Spiceworks) With a plethora of digital channels available and advancements in technologies, more customers are expecting Starbucks or Amazon-like experiences from companies. Learn about the key pillars of delivering top-notch digital experiences to customers.
My Comment: The digital experience (DX) is much more than AI. If your company has a website, they have a digital experience. Even if it’s simple and basic, your customers may compare you to a competitor. And they may also compare you to the DX from a major brand like Starbucks or Amazon (mentioned in the article). Here are four ideas that could help improve your DX.
How Customer Experience Drives Business Growth by Impact Networking
(Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line.
My Comment: Anyone reading this weekly roundup – and the articles shared – already recognizes the positive impact a strong CX has on your business. This article adds to the credibility of that notion and shares ideas, stats, and strategies on how to create a CX that drives growth.
BONUS
16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper
(Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this!
My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. This is great information for anyone who has a customer support department.
Top 50 CX Innovators of 2024 by Joe Berenz
(Replicant) 2023 was a watershed year in customer service. On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service. As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.
My Comment: I’m honored to be included in this year’s Replicant’s Top 50 CX Innovators List. It is always a privilege to be included on lists like these. Thank you, Replicant, for this honor!
Customer service trends to watch in 2024 by St. Louis Magazine
(St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries.
My Comment: Nice to be recognized in my hometown of St. Louis. Thank you for sharing my customer service trends to watch.
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.
4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison
(Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it.
My Comment: We start this week’s roundup with an article about AI. (Imagine that!) This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. Of course, there’s more to this article.
How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown
(CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.
My Comment: When customers talk, their friends, family, and work colleagues listen. Creating customers who will advocate and evangelize your brand can be your best marketing. This short article hits some of the high points of why creating obsessed customers is a good strategy.
5 Must-Haves for Your Brand’s Loyalty Program by Kathy Doyle
(Retail Customer Experience) Finding success with your loyalty program not only encourages repeat visits but also builds a strong bond with customers, improving your brand’s bottom line. Making the program attractive and valuable to your customers is key.
My Comment: This short article will take you less than two minutes to read. If you have a loyalty program (or are thinking about having one, here are five ideas to consider. Nothing here is brand new, but some of these could be important to the foundation of your program.
4 Pillars of Best-In-Class Digital Experience Programs by Karthik Kashyap
(Spiceworks) With a plethora of digital channels available and advancements in technologies, more customers are expecting Starbucks or Amazon-like experiences from companies. Learn about the key pillars of delivering top-notch digital experiences to customers.
My Comment: The digital experience (DX) is much more than AI. If your company has a website, they have a digital experience. Even if it’s simple and basic, your customers may compare you to a competitor. And they may also compare you to the DX from a major brand like Starbucks or Amazon (mentioned in the article). Here are four ideas that could help improve your DX.
How Customer Experience Drives Business Growth by Impact Networking
(Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line.
My Comment: Anyone reading this weekly roundup – and the articles shared – already recognizes the positive impact a strong CX has on your business. This article adds to the credibility of that notion and shares ideas, stats, and strategies on how to create a CX that drives growth.
BONUS
16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper
(Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this!
My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. This is great information for anyone who has a customer support department.
Top 50 CX Innovators of 2024 by Joe Berenz
(Replicant) 2023 was a watershed year in customer service. On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service. As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.
My Comment: I’m honored to be included in this year’s Replicant’s Top 50 CX Innovators List. It is always a privilege to be included on lists like these. Thank you, Replicant, for this honor!
Customer service trends to watch in 2024 by St. Louis Magazine
(St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries.
My Comment: Nice to be recognized in my hometown of St. Louis. Thank you for sharing my customer service trends to watch.
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 20, 2024
Three Customer Service and CX Metrics Every Employee Needs to Understand
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. So, let’s jump into them: Time to Happiness
The best way to describe this is how long it takes an upset, unhappy, or angry customer to return to being happy. Here’s why this is important to you, even if you aren’t in a customer-facing role. When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. Maybe it happened two days ago, and they just now have the time to contact you or the company. It’s important to recognize that the moment they start to interact with you is in the middle of their time to happiness. Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®.
Time Well Spent
Last year, I interviewed Aransas Savas on Amazing Business Radio . She is a customer experience designer at the consulting firm, Stone Mantel, where the TWS metric was created. Our customers’ time is precious, and we must respect it. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” ask yourself, “Based on the conversation – or interaction – I just had with the customer, do you think they would give me a high Time Well Spent rating?” Yes, this is subjective, and it’s the customer’s opinion that matters, but keeping in mind that you’re creating value in the time your customer spends with you will help you focus on delivering your best customer experience.
Does the Customer Come Back?
This one will be familiar to you if you’ve been following my work. It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again . Even with high scores on Time to Happiness, Time Well Spent, or any of the more typical and popular ways companies measure customer satisfaction, such as NPS, CSAT, and others, perhaps what may be the most important metric is if the customer comes back. So, like the Time Well Spent question, ask yourself, “Is what I’m doing right now going to get the customer to come back the next time they need what we sell?” This is my Loyalty Question, a concept I’ve shared many times over the years.
While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring. However, you have an important role in the result. So, recognize your part in the customer’s journey to happiness, respect their time, and create the experience that 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.
How to SEDUCE Your Customers with John Boccuzzi Jr.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What role does employee experience play in customer experience?
Why is paying attention to market and competition crucial for businesses?
How can companies improve employee experiences for better customer experiences?
How can companies design experiences to enhance customer retention and acquisition?
What is the significance of uncovering friction in business processes?
Top Takeaways:
If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.
A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.
Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.
Executives and company leaders should immerse themselves in their company’s customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.
Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.
Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!
Quotes:
“Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.”
“As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.”
“If your organization is not delivering an exceptional employee experience, that will translate into less exciting customer experiences.”
“As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.”
“It’s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.”
About:
John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.
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 role does employee experience play in customer experience?
Why is paying attention to market and competition crucial for businesses?
How can companies improve employee experiences for better customer experiences?
How can companies design experiences to enhance customer retention and acquisition?
What is the significance of uncovering friction in business processes?
Top Takeaways:
If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.
A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.
Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.
Executives and company leaders should immerse themselves in their company’s customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.
Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.
Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!
Quotes:
“Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.”
“As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.”
“If your organization is not delivering an exceptional employee experience, that will translate into less exciting customer experiences.”
“As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.”
“It’s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.”
About:
John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.
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 to SEDUCE Your Customers
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What role does employee experience play in customer experience?
Why is paying attention to market and competition crucial for businesses?
How can companies improve employee experiences for better customer experiences?
How can companies design experiences to enhance customer retention and acquisition?
What is the significance of uncovering friction in business processes?
Top Takeaways:
If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.
A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.
Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.
Executives and company leaders should immerse themselves in their company’s customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.
Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.
Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!
Quotes:
“Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.”
“As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.”
“If your organization is not delivering an exceptional employee experience, that will translate into less exciting customer experiences.”
“As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.”
“It’s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.”
About:
John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.
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 role does employee experience play in customer experience?
Why is paying attention to market and competition crucial for businesses?
How can companies improve employee experiences for better customer experiences?
How can companies design experiences to enhance customer retention and acquisition?
What is the significance of uncovering friction in business processes?
Top Takeaways:
If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.
A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience.
Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success.
Executives and company leaders should immerse themselves in their company’s customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business.
Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth.
Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in!
Quotes:
“Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service.”
“As executives at your firm, go and live the customer and employee experience yourself at your own business and your competition.”
“If your organization is not delivering an exceptional employee experience, that will translate into less exciting customer experiences.”
“As consumers, we have less and less patience for friction. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.”
“It’s not just customer friction. There is employee friction, too. There is friction everywhere, and it may not necessarily go away. The key is to constantly make it smaller and smaller.”
About:
John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
February 18, 2024
Top 5 Customer Service & CX Articles for Week of February 19, 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.
Customer Service versus Customer Experience: Master both! by Reuben Yonatan
(Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond.
My Comment: I’ve written about the difference between customer service and customer experience in the past. This article starts with a definition that I can live with but is not quite how I would define it. For me, customer service is more than support. It’s not a department. It’s the interactions customers have with employees – all employees. There’s more to it than that, but let’s move on. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.). I also like the tips and tactics the author shares to master both.
Exploring Customer Loyalty and Retention by Vijay Iyer
(Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.
My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. This article has some findings that support that, if not make an even stronger case. In addition, there are several descriptions of programs from rockstar brands you will recognize.
How to Become One of the Top Customer Satisfaction Companies by John Dijulius
(John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. These are companies who also have significant brand loyalty.
My Comment: My good friend and fellow customer service expert, John DiJulius, has summarized some of the highlights from a recent Forbes article that listed the top customer service companies. It might not surprise you that Chick-fil-A was one of the top picks, but it will surprise you who earned the top honors. (Actually, once you learn more about the company, you’ll understand how they topped the list.) Be sure to click on the link that explains the methodology, which includes some commentary from me. (Shameless plug!)
6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com
(Africa.com) Customer experience has fundamentally changed. In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing.
My Comment: Our friends in Africa have written an excellent article about technology and CX. Did you really think I could go a week without sharing an article that featured AI!? Seriously, there are good tips. My favorite touches on personalization. There’s an interesting tip about the impact of games. I haven’t seen an article about “gamification” in quite some time. It’s nice to see this idea again.
Customer Loyalty Tied to Consistent Customer Service by Retail Customer Experience
(Retail Customer Experience) Most consumers, three out of four, are more loyal to stores that show consistent customer service and experiences and nearly two-thirds of consumers belong to between one and five loyalty programs.
My Comment: As promised, here’s another article on loyalty programs. It’s actually a summary of a special report, which you’ll have to download. Don’t worry about giving your email address; this is Deloitte, a trusted and respectable resource.
BONUS
Will AI Take Over The World? Will AI Take Over Customer Service? by Shep Hyken
(Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C. Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Other movies, such as Blade Runner, The Terminator, I, Robot and others have painted a scary picture of what happens when AI takes control.
My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. I’m often asked in interviews about AI taking away jobs and more. While I’ve written about this before, here’s my most recent take on how AI will impact customer service and more.
Ask These Questions To Better Understand Your Subscriber Satisfaction Score by Shep Hyken
(Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction. For service providers, subscriber retention is the lifeblood of your business. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question.
My Comment: Calix is a platform that companies in the cable TV and Internet industry use to help run and manage their businesses. I was asked to submit an article on NPS (Net Promotor Score). Even if you’re not in the industry, there is relevant information for everyone.
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.
Customer Service versus Customer Experience: Master both! by Reuben Yonatan
(Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond.
My Comment: I’ve written about the difference between customer service and customer experience in the past. This article starts with a definition that I can live with but is not quite how I would define it. For me, customer service is more than support. It’s not a department. It’s the interactions customers have with employees – all employees. There’s more to it than that, but let’s move on. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.). I also like the tips and tactics the author shares to master both.
Exploring Customer Loyalty and Retention by Vijay Iyer
(Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.
My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. This article has some findings that support that, if not make an even stronger case. In addition, there are several descriptions of programs from rockstar brands you will recognize.
How to Become One of the Top Customer Satisfaction Companies by John Dijulius
(John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. These are companies who also have significant brand loyalty.
My Comment: My good friend and fellow customer service expert, John DiJulius, has summarized some of the highlights from a recent Forbes article that listed the top customer service companies. It might not surprise you that Chick-fil-A was one of the top picks, but it will surprise you who earned the top honors. (Actually, once you learn more about the company, you’ll understand how they topped the list.) Be sure to click on the link that explains the methodology, which includes some commentary from me. (Shameless plug!)
6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com
(Africa.com) Customer experience has fundamentally changed. In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing.
My Comment: Our friends in Africa have written an excellent article about technology and CX. Did you really think I could go a week without sharing an article that featured AI!? Seriously, there are good tips. My favorite touches on personalization. There’s an interesting tip about the impact of games. I haven’t seen an article about “gamification” in quite some time. It’s nice to see this idea again.
Customer Loyalty Tied to Consistent Customer Service by Retail Customer Experience
(Retail Customer Experience) Most consumers, three out of four, are more loyal to stores that show consistent customer service and experiences and nearly two-thirds of consumers belong to between one and five loyalty programs.
My Comment: As promised, here’s another article on loyalty programs. It’s actually a summary of a special report, which you’ll have to download. Don’t worry about giving your email address; this is Deloitte, a trusted and respectable resource.
BONUS
Will AI Take Over The World? Will AI Take Over Customer Service? by Shep Hyken
(Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C. Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Other movies, such as Blade Runner, The Terminator, I, Robot and others have painted a scary picture of what happens when AI takes control.
My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. I’m often asked in interviews about AI taking away jobs and more. While I’ve written about this before, here’s my most recent take on how AI will impact customer service and more.
Ask These Questions To Better Understand Your Subscriber Satisfaction Score by Shep Hyken
(Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction. For service providers, subscriber retention is the lifeblood of your business. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question.
My Comment: Calix is a platform that companies in the cable TV and Internet industry use to help run and manage their businesses. I was asked to submit an article on NPS (Net Promotor Score). Even if you’re not in the industry, there is relevant information for everyone.
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 13, 2024
Ford Versus Ferrari: A Lesson in Customer Experience
Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point: Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more!
Both guys live in the same neighborhood. They both drive downtown to work. They use their cars for the same reason: daily transportation. Both vehicles go back and forth to work without any problems. And because of the speed limit, both take about the same amount of time to do so. And both dealerships – Ford and Ferrari – provide stellar customer service. So, why would one pay 10 times more for something that does the same thing?
The answer is simple. While both may appreciate a good customer experience, one wants a different product experience.
Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. However, if you want a bigger room, marble floors in the bathroom, and fluffier towels, then the Ritz is perfect for you. And just like buying a Ferrari, you’ll pay more for a room at the Ritz-Carlton than you will for a room at the Comfort Inn.
The examples of Ford versus Ferrari and the Ritz-Carlton versus Comfort Inn illustrate a fundamental truth about customer experience: It transcends the boundaries of price and product category. While the two cars serve the same function of transportation, the choice between them isn’t about getting from point A to point B. It’s about how one feels on the journey. Similarly, a stay at the Ritz-Carlton versus the Comfort Inn isn’t solely about a place to sleep. It’s about the quality of the experience between the walls when the guest is awake.
The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back.
Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel. All customers should be treated equally, with respect and dignity.
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 12, 2024
The Human Touch in a Tech-Driven World with Venk Korla
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is artificial intelligence used to improve customer interactions in contact centers?
What are the challenges in finding the right balance between technology and human support in customer experiences?
What frustrations do customers face when dealing with customer service, and how can AI address them?
How can AI be used to personalize and contextualize customer experiences in contact centers?
What tools can be provided to improve employee satisfaction and performance in customer service?
Top Takeaways:
Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.
Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.
Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.
When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.
While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.
Plus, Shep and Venk discuss findings from the CX Buyers’ Insights Report , revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in!
Quotes:
“Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand.”
“When we take care of the team who are representing our brand, the result is lower attrition and better performance.”
“AI can serve as a sherpa for agents. Many brands want to use AI to support their internal and external customers. In the process, most tend to forget that AI is an opportunity to increase empathy and strengthen your brand ambassadors – your customer support agents.”
“The challenge lies in appropriately using technology to create a balance between leveraging AI and human support, ensuring customers receive the best of both worlds for a seamless experience.”
“Customer service representatives being able to successfully solve customers’ problems is essential for their fulfillment and satisfaction in their roles, ultimately influencing the overall customer experience and satisfaction.”
About:
Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How is artificial intelligence used to improve customer interactions in contact centers?
What are the challenges in finding the right balance between technology and human support in customer experiences?
What frustrations do customers face when dealing with customer service, and how can AI address them?
How can AI be used to personalize and contextualize customer experiences in contact centers?
What tools can be provided to improve employee satisfaction and performance in customer service?
Top Takeaways:
Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.
Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.
Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.
When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.
While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.
Plus, Shep and Venk discuss findings from the CX Buyers’ Insights Report , revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in!
Quotes:
“Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand.”
“When we take care of the team who are representing our brand, the result is lower attrition and better performance.”
“AI can serve as a sherpa for agents. Many brands want to use AI to support their internal and external customers. In the process, most tend to forget that AI is an opportunity to increase empathy and strengthen your brand ambassadors – your customer support agents.”
“The challenge lies in appropriately using technology to create a balance between leveraging AI and human support, ensuring customers receive the best of both worlds for a seamless experience.”
“Customer service representatives being able to successfully solve customers’ problems is essential for their fulfillment and satisfaction in their roles, ultimately influencing the overall customer experience and satisfaction.”
About:
Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
The Human Touch in a Tech-Driven World
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How is artificial intelligence used to improve customer interactions in contact centers?
What are the challenges in finding the right balance between technology and human support in customer experiences?
What frustrations do customers face when dealing with customer service, and how can AI address them?
How can AI be used to personalize and contextualize customer experiences in contact centers?
What tools can be provided to improve employee satisfaction and performance in customer service?
Top Takeaways:
Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.
Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.
Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.
When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.
While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.
Plus, Shep and Venk discuss findings from the CX Buyers’ Insights Report , revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in!
Quotes:
“Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand.”
“When we take care of the team who are representing our brand, the result is lower attrition and better performance.”
“AI can serve as a sherpa for agents. Many brands want to use AI to support their internal and external customers. In the process, most tend to forget that AI is an opportunity to increase empathy and strengthen your brand ambassadors – your customer support agents.”
“The challenge lies in appropriately using technology to create a balance between leveraging AI and human support, ensuring customers receive the best of both worlds for a seamless experience.”
“Customer service representatives being able to successfully solve customers’ problems is essential for their fulfillment and satisfaction in their roles, ultimately influencing the overall customer experience and satisfaction.”
About:
Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How is artificial intelligence used to improve customer interactions in contact centers?
What are the challenges in finding the right balance between technology and human support in customer experiences?
What frustrations do customers face when dealing with customer service, and how can AI address them?
How can AI be used to personalize and contextualize customer experiences in contact centers?
What tools can be provided to improve employee satisfaction and performance in customer service?
Top Takeaways:
Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.
Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.
Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.
When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support.
While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.
Plus, Shep and Venk discuss findings from the CX Buyers’ Insights Report , revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in!
Quotes:
“Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand.”
“When we take care of the team who are representing our brand, the result is lower attrition and better performance.”
“AI can serve as a sherpa for agents. Many brands want to use AI to support their internal and external customers. In the process, most tend to forget that AI is an opportunity to increase empathy and strengthen your brand ambassadors – your customer support agents.”
“The challenge lies in appropriately using technology to create a balance between leveraging AI and human support, ensuring customers receive the best of both worlds for a seamless experience.”
“Customer service representatives being able to successfully solve customers’ problems is essential for their fulfillment and satisfaction in their roles, ultimately influencing the overall customer experience and satisfaction.”
About:
Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions.
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 February 12, 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.
Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart
(Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important? Because Gen Z are social shoppers. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected.
My Comment: Gen Z will become the most powerful force of consumers in the next few years. If you don’t understand how they think about purchases and support, it’s time to learn. This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers. If you like this type of information, you’ll enjoy this article.
Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot
(Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. They want to have their preferences identified and experiences customised.
My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages. Today’s version of personalization is referred to as hyper-personalization, and thanks to inexpensive AI-powered programs, you’re now able to understand individual customer’s preferences, needs, buying patterns, etc. This article serves up some ideas and reasons you will want to consider a hyper-personalization strategy.
Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D. Jenkins
(Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? In the article, you’ll discover practical ways to improve relationships with your clients.
My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. If you’ve been following this round-up, then Dan should be no stranger to you. He shares a list of great ideas that are sure to make you think. What I love most about Dan’s ideas is that they usually don’t cost much, if anything, to implement.
Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins
(SmartBrief) It’s a period of courting for both consumers and ultra luxury brands. Both assume that their loyalty is a privilege and an earned reward, respectively. However, ultra luxury brands are at a crucial milestone with the next generation of consumers who possess influence and affluence and are coming of age when their spending power and loyalty will define the path forward for many heritage and legacy brands who have, to this point, focused predominantly on the relationship with their Generation Y and Z clients.
My Comment: Selling to the uber-wealthy is different than the typical customer. They expect a different experience in the sales, marketing, and service they experience. This is an interesting article that shares some examples of what the elite are thinking as they purchase expensive watches and fancy cars. I love the example from a very high-end exclusive hotel, Chopard 1 Place Vendome, which assumes their client doesn’t need to be marketed sold to “but will instead seek this out.”
What Customers Want from Your Products: 18 Tips to Help You Meet Demand by Rob Starr
(Small Business Trends) Satisfied customers are repeat buyers who recommend your business to others. Finding out what they want from your products and satisfying their demands means 60% higher profits.
My Comment: Do you know what customers want from your products (and services)? Here’s a great list. Before getting into the list of tips, the author shares what customers want and need, which includes a good price (because customers want value), efficiency and convenience, and high-quality products. Of course, customer service and experience hover over all of these. So, enjoy this list of simple and effective tips to help you meet your customers’ wants and needs.
BONUS
Brand Authenticity: How Taylor Swift Scores Big for the NFL Brand by Justin Racine
(CMSWire) And though the Patriots’ reign has ended, prompting fans to “Shake It Off,” a new dynasty emerges with the Kansas City Chiefs. This fresh powerhouse serves as an unexpected catalyst, drawing new viewers to the NFL — a goal long sought by the league. And that unexpected catalyst just so happens to be the world’s (and maybe universe’s) biggest artist. The one and only Taylor Swift.
My Comment: With the Super Bowl being played yesterday, I thought this was a great article to share. It’s more about marketing and branding, but it’s timely and interesting. It came out on Friday, before the big game. By the time you read this, you’ll know who won and if Taylor Swift made it to the game in time to see her man.
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.
Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart
(Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important? Because Gen Z are social shoppers. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected.
My Comment: Gen Z will become the most powerful force of consumers in the next few years. If you don’t understand how they think about purchases and support, it’s time to learn. This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers. If you like this type of information, you’ll enjoy this article.
Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot
(Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. They want to have their preferences identified and experiences customised.
My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages. Today’s version of personalization is referred to as hyper-personalization, and thanks to inexpensive AI-powered programs, you’re now able to understand individual customer’s preferences, needs, buying patterns, etc. This article serves up some ideas and reasons you will want to consider a hyper-personalization strategy.
Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D. Jenkins
(Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? In the article, you’ll discover practical ways to improve relationships with your clients.
My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. If you’ve been following this round-up, then Dan should be no stranger to you. He shares a list of great ideas that are sure to make you think. What I love most about Dan’s ideas is that they usually don’t cost much, if anything, to implement.
Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins
(SmartBrief) It’s a period of courting for both consumers and ultra luxury brands. Both assume that their loyalty is a privilege and an earned reward, respectively. However, ultra luxury brands are at a crucial milestone with the next generation of consumers who possess influence and affluence and are coming of age when their spending power and loyalty will define the path forward for many heritage and legacy brands who have, to this point, focused predominantly on the relationship with their Generation Y and Z clients.
My Comment: Selling to the uber-wealthy is different than the typical customer. They expect a different experience in the sales, marketing, and service they experience. This is an interesting article that shares some examples of what the elite are thinking as they purchase expensive watches and fancy cars. I love the example from a very high-end exclusive hotel, Chopard 1 Place Vendome, which assumes their client doesn’t need to be marketed sold to “but will instead seek this out.”
What Customers Want from Your Products: 18 Tips to Help You Meet Demand by Rob Starr
(Small Business Trends) Satisfied customers are repeat buyers who recommend your business to others. Finding out what they want from your products and satisfying their demands means 60% higher profits.
My Comment: Do you know what customers want from your products (and services)? Here’s a great list. Before getting into the list of tips, the author shares what customers want and need, which includes a good price (because customers want value), efficiency and convenience, and high-quality products. Of course, customer service and experience hover over all of these. So, enjoy this list of simple and effective tips to help you meet your customers’ wants and needs.
BONUS
Brand Authenticity: How Taylor Swift Scores Big for the NFL Brand by Justin Racine
(CMSWire) And though the Patriots’ reign has ended, prompting fans to “Shake It Off,” a new dynasty emerges with the Kansas City Chiefs. This fresh powerhouse serves as an unexpected catalyst, drawing new viewers to the NFL — a goal long sought by the league. And that unexpected catalyst just so happens to be the world’s (and maybe universe’s) biggest artist. The one and only Taylor Swift.
My Comment: With the Super Bowl being played yesterday, I thought this was a great article to share. It’s more about marketing and branding, but it’s timely and interesting. It came out on Friday, before the big game. By the time you read this, you’ll know who won and if Taylor Swift made it to the game in time to see her man.
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 6, 2024
Rip the Band-Aid Off Communication
It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic™. Her story is an interesting one. Megan had boarded an easyJet flight from Madrid to London. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion. The movie Snakes on a Plane came to mind.
The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. The result was a three-hour delay in taking off.
Nobody wants a delay in their plans, but Megan noticed the passengers weren’t really that upset. Of course, nobody wants to be bitten by a scorpion, either, but that’s not the full reason. The lesson in this story was that the captain was quick to share the news with the passengers and did so with complete transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down:
Swift Communication: When you must share bad news, communicate it quickly. Uninformed customers – in this story, passengers – who know or feel something is wrong could become frustrated. Sharing information may not solve the problem, but it gives the customer a sense of control, simply because they have knowledge of what’s happening.
Transparency: You could substitute the word honesty for transparency, but the goal is to create trust, which is a very important reason customers choose to do business with you. Transparency requires more than just communicating a problem. It includes reasons, updates, what to expect, and more.
When I was a child, my mom taught me to rip off a Band-Aid quickly. It hurt for a moment, but it was less painful than slowly pulling it and trying to avoid the pain. Next time you deliver bad news, consider this style of communication. Be quick and be honest. Like pulling off the Band-Aid, it may hurt for a moment, but your customers (and employees) will appreciate you more.
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.
