Shep Hyken's Blog, page 29
February 5, 2024
Reimagining Customer Loyalty Programs
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What are the latest trends in loyalty programs?
How has the traditional concept of loyalty program evolved?
How do loyalty programs impact a customer’s purchasing decision?
How can companies effectively track and utilize customer data to drive loyalty?
What role do customer experiences and rewards play in loyalty programs?
Top Takeaways:
Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives.
Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention.
Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price.
Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts
Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty.
Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in!
Quotes:
“Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today’s loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing.”
“Loyalty programs existed before, and now there is a trend of revamping them. Now, there is space for fun.”
“Don’t limit your loyalty programs to points and tiers. Think of all the experiences, rewards, and benefits you can give.
“Loyalty programs are not just about financial value. It’s often about the perceived value. They may not always need the perks and rewards, but they subscribe for the comfort that it is available when you need them.”
Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards.
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 are the latest trends in loyalty programs?
How has the traditional concept of loyalty program evolved?
How do loyalty programs impact a customer’s purchasing decision?
How can companies effectively track and utilize customer data to drive loyalty?
What role do customer experiences and rewards play in loyalty programs?
Top Takeaways:
Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives.
Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention.
Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price.
Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts
Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty.
Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in!
Quotes:
“Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today’s loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing.”
“Loyalty programs existed before, and now there is a trend of revamping them. Now, there is space for fun.”
“Don’t limit your loyalty programs to points and tiers. Think of all the experiences, rewards, and benefits you can give.
“Loyalty programs are not just about financial value. It’s often about the perceived value. They may not always need the perks and rewards, but they subscribe for the comfort that it is available when you need them.”
About:
Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards.
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 4, 2024
Top 5 Customer Service & CX Articles for Week of February 5, 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.
Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil
(Quartz) Bad customer experiences could cost organizations around the world $3.7 trillion annually, according to new research by the experience management company Qualtrics. This figure is up 19% ($600 billion) from the company’s projections last year.
My Comment: Read the title again! $3.7 trillion! In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer.
How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen
(The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. But in 2023, these six retailers and brands set new standards of what loyalty can be.
My Comment: Most loyalty programs are marketing programs. When done well, they foster repeat business. This short article highlights six brands that are doing it right. Let’s learn from some of the best!
How B2B Tech Marketers Can Drive Customer Loyalty By MTS Staff Writer
(MarTech Series) In today’s dynamic B2B market, customer loyalty is the linchpin of success. It’s not just about transactions; it’s a strategic asset. Think of it as your passport to a steady revenue flow, a cost-effective approach to business growth, and a built-in marketing engine. Loyal clients become your most influential advocates, effortlessly referring your business to their networks.
My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. There’s not a lot of difference. Buyers/procurement professionals are still consumers at some level. For many B2B companies, this article is spot on.
It’s Time to Put Sustainability at the Heart of Customer Experience Transformation by Raymond Manookian
(The Drum) Raymond Manookian of agency Zone says that technological advancement and sustainability can go hand-in-hand, and brands can build meaningful relationships with consumers while building a better future.
My Comment: Sustainability is a hot topic, and there is a percentage of your customers who will choose where they do business based on companies’ participation in sustainability or similar causes. The State of Customer Service and CX research found that 60% of customers prefer to do business with a company that has a social cause. 63% expect companies to be socially responsible.
Customer Loyalty Crucial for Brand Success in 2024, New Research Suggests by Marigold
(The Drum) The formula for good relationship marketing is pretty simple. Find your audience. Get to know them. Make them superfans. Sounds easy. But for it to work, it’s important to remember the critical step of forging genuine connections with customers.
My Comment: If you need to read research to confirm that customer loyalty is crucial to your company/brand, then hurry up and read this article (and download Marigold’s report). Six in 10 of your loyal customers will not just come back, but they will also pay more to shop with you.
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.
Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil
(Quartz) Bad customer experiences could cost organizations around the world $3.7 trillion annually, according to new research by the experience management company Qualtrics. This figure is up 19% ($600 billion) from the company’s projections last year.
My Comment: Read the title again! $3.7 trillion! In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. There are many other reasons customers will leave, but all you have to do is look at the numbers in this article, and you’ll see the risk your company or brand has by not doing right by the customer.
How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen
(The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. But in 2023, these six retailers and brands set new standards of what loyalty can be.
My Comment: Most loyalty programs are marketing programs. When done well, they foster repeat business. This short article highlights six brands that are doing it right. Let’s learn from some of the best!
How B2B Tech Marketers Can Drive Customer Loyalty By MTS Staff Writer
(MarTech Series) In today’s dynamic B2B market, customer loyalty is the linchpin of success. It’s not just about transactions; it’s a strategic asset. Think of it as your passport to a steady revenue flow, a cost-effective approach to business growth, and a built-in marketing engine. Loyal clients become your most influential advocates, effortlessly referring your business to their networks.
My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. There’s not a lot of difference. Buyers/procurement professionals are still consumers at some level. For many B2B companies, this article is spot on.
It’s Time to Put Sustainability at the Heart of Customer Experience Transformation by Raymond Manookian
(The Drum) Raymond Manookian of agency Zone says that technological advancement and sustainability can go hand-in-hand, and brands can build meaningful relationships with consumers while building a better future.
My Comment: Sustainability is a hot topic, and there is a percentage of your customers who will choose where they do business based on companies’ participation in sustainability or similar causes. The State of Customer Service and CX research found that 60% of customers prefer to do business with a company that has a social cause. 63% expect companies to be socially responsible.
Customer Loyalty Crucial for Brand Success in 2024, New Research Suggests by Marigold
(The Drum) The formula for good relationship marketing is pretty simple. Find your audience. Get to know them. Make them superfans. Sounds easy. But for it to work, it’s important to remember the critical step of forging genuine connections with customers.
My Comment: If you need to read research to confirm that customer loyalty is crucial to your company/brand, then hurry up and read this article (and download Marigold’s report). Six in 10 of your loyal customers will not just come back, but they will also pay more to shop with you.
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.
January 30, 2024
Why the Marketing Budget Should Include Customer Service Training
Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human. It could be an interaction they have with your website. Companies spend a lot of money to get you interested in what they sell and eventually get you to buy. Traditionally, that is marketing and sales. Then, throughout the journey, you have an experience. That experience could be with a salesperson or any other company employee who aids in the purchase.
Or, it can be a customer landing on the company’s website and navigating to find what they want, eventually making a purchase. While the customer isn’t interacting with a human, they are interacting with a website that was built by humans to be used by humans. That is part of customer service and experience. Suppose the website provides bad service in the form of a cumbersome or complicated way to find the product and make the purchase. In that case, the customer may move on to another company’s website.
The point is that customer service is much more than a department that handles problems, questions, and complaints. It’s how a customer is treated at every step of doing business with you.
And that leads me to an important point. We recently had a client say their training budget didn’t have money allocated to customer service training. They were, in effect, saying they had no money budgeted to support what is arguably one of the most important reasons a customer would choose them over a competitor: the customer service and experience they receive when doing business with the company.
This could have been a difficult hurdle to overcome until we shared that customer service training could come from the marketing budget. Typically, companies spend a lot of money training salespeople, which often falls under the sales budget, not the training budget. They also spend a lot of money on marketing. And when you look at the outcome of a customer service interaction between a customer and any employee of the company, you’ll realize the result is more about marketing than just resolving issues and answering questions.
So, even if you have the budget for customer service training in the training and development department, stop thinking of customer service as problem-solving. Think of it as marketing – because it is!
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.
January 29, 2024
Improving Customer Experience from the Backroom to the Frontlines
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What are the challenges in creating a more customer-centric culture?
How can leaders support employees in executing customer-centric initiatives?
What is the key to successfully transforming work culture to better serve customers?
Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?
Why must organizations facilitate conversations geared towards improving the customer experience across various departments?
Top Takeaways:
Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company’s mission and values to ensure consistent results.
Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience.
Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company.
Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company’s operations. It requires alignment with the company’s values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence.
Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It’s not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.
Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in!
Quotes:
“Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA.”
“To succeed in customer experience, you must understand your customers better. You need to measure how well you’re doing and have a framework that helps you manage decisions internally.”
“Everybody in the organization needs to be aligned to a common goal or set of goals. Those goals have to be translated down in ways that are relevant for each part of the organization.”
“People want to work with each other. Put them in environments that allow them to have conversations around what’s happening to the customer and give them the tools to improve the experience.”
“One of the challenges with shifting towards a more customer-centric organization is giving people the tools they need. Show them the positive benefits and negative ramifications of an organization not making this shift so that they understand the broader mission.”
Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He’s also co-author of the best-selling book, Smart Customers, Stupid Companies , and his latest, Experience Rules!, which he wrote with Diane Magers.
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 are the challenges in creating a more customer-centric culture?
How can leaders support employees in executing customer-centric initiatives?
What is the key to successfully transforming work culture to better serve customers?
Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?
Why must organizations facilitate conversations geared towards improving the customer experience across various departments?
Top Takeaways:
Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company’s mission and values to ensure consistent results.
Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience.
Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company.
Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company’s operations. It requires alignment with the company’s values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence.
Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It’s not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively.
Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in!
Quotes:
“Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA.”
“To succeed in customer experience, you must understand your customers better. You need to measure how well you’re doing and have a framework that helps you manage decisions internally.”
“Everybody in the organization needs to be aligned to a common goal or set of goals. Those goals have to be translated down in ways that are relevant for each part of the organization.”
“People want to work with each other. Put them in environments that allow them to have conversations around what’s happening to the customer and give them the tools to improve the experience.”
“One of the challenges with shifting towards a more customer-centric organization is giving people the tools they need. Show them the positive benefits and negative ramifications of an organization not making this shift so that they understand the broader mission.”
About:
Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He’s also co-author of the best-selling book, Smart Customers, Stupid Companies , and his latest, Experience Rules!, which he wrote with Diane Magers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 28, 2024
Top 5 Customer Service & CX Articles for Week of January 29, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
What Can Disneyland Teach Us about the Customer Journey? by Tricia Cleppe-Fortier
(MyCustomer) Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience.
My Comment: I love learning from iconic companies, and this week, we start our Top Five roundup with one of the most customer/guest-focused companies on the planet, Disney. This article shares something I had not heard of: how Walt Disney created “the desired path.” When Disneyland first opened, there were no paved paths. Guests moved about freely, and eventually, the grass was trampled, and the guests’ “desired paths” became obvious and were eventually paved. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.
Investing in Experience Should Be Core to Business Strategy, Not Discretionary Spend by Ron Shamah
(Fast Company) In a tenuous economy, everything is on the chopping block. Anything that doesn’t directly impact the bottom line is in danger of getting cut or reduced. That means organizations increasingly have to justify spending and show a clear path to ROI to protect their investments.
My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend. There are plenty of facts and stats to back this up, and I like the author’s conclusion that CX is not optional, even in a challenging economy.
Customers Have Soured on Self-Checkout, and a New Study Says There’s Proof by Nathaniel Meyersohn
(CNN Business) A newly-released study by researchers at Drexel University published in the Journal of Business Research found that “regular checkout” – the kind featuring a human cashier – makes customers more loyal to a store and more likely to revisit in the future than self-checkout. The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations.
My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer. Is this a failed experiment? The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. Still, I don’t think we should give up on it. For certain customers, self-checkout still makes sense. And the process and technology will continue to improve. My take on this is not to give up. Keep innovating and properly staff for the customer willing to use self-checkout and needs help.
Alexander Group releases Customer Experience Research by Businesswire
(MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. The CXI evaluated those commercial organizations in four key capabilities including CX vision and strategy, customer engagement, goals and measurement, and defined processes.
My Comment: Here’s some research from the Alexander Group that makes the case for investing in CX. Consider these results from companies in the top quartile of the CX index. These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” The numbers make the case. CX doesn’t cost. It pays!
2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy
(TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty.
My Comment: Here is a list of CX trends that all make sense – and for just about every type of business. My bet is you won’t be surprised at any of these, but you read about one or more of these trends and think, “Are we keeping up with this trend?” Understanding what customers want and expect is ever-changing. We must keep up, or we’ll be playing catch up.
BONUSES
Customer Experience Predictions for 2024 by Dan Gingis
(Dan Gingis) As we begin a new year, it’s time to look at customer experience predictions for 2024 from some of the world’s top experts. Not surprisingly, artificial intelligence (AI), and specifically Generative AI products such as ChatGPT, were front and center in many of our experts’ customer experience predictions for 2024.
My Comment: And speaking of trends, my friend and fellow CX expert, Dan Gingiss, reached out to eight experts (including myself) and asked us for our big CX predictions for 2024. Find out what we had to say!
Service without a Smile: Bad Customer Service Examples by David Rand
(The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. Carey School of Business at Arizona State University, 74% of Americans say they’ve had product or service problems in the past year. Anger over poor service and shoddy products has even led some customers to plot revenge.
My Comment: Here’s an excellent article about bad customer service. It’s filled with stats, facts, and commentary from several CX and customer service experts (including myself). You will definitely enjoy this one!
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 Can Disneyland Teach Us about the Customer Journey? by Tricia Cleppe-Fortier
(MyCustomer) Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience.
My Comment: I love learning from iconic companies, and this week, we start our Top Five roundup with one of the most customer/guest-focused companies on the planet, Disney. This article shares something I had not heard of: how Walt Disney created “the desired path.” When Disneyland first opened, there were no paved paths. Guests moved about freely, and eventually, the grass was trampled, and the guests’ “desired paths” became obvious and were eventually paved. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.
Investing in Experience Should Be Core to Business Strategy, Not Discretionary Spend by Ron Shamah
(Fast Company) In a tenuous economy, everything is on the chopping block. Anything that doesn’t directly impact the bottom line is in danger of getting cut or reduced. That means organizations increasingly have to justify spending and show a clear path to ROI to protect their investments.
My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend. There are plenty of facts and stats to back this up, and I like the author’s conclusion that CX is not optional, even in a challenging economy.
Customers Have Soured on Self-Checkout, and a New Study Says There’s Proof by Nathaniel Meyersohn
(CNN Business) A newly-released study by researchers at Drexel University published in the Journal of Business Research found that “regular checkout” – the kind featuring a human cashier – makes customers more loyal to a store and more likely to revisit in the future than self-checkout. The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations.
My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer. Is this a failed experiment? The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. Still, I don’t think we should give up on it. For certain customers, self-checkout still makes sense. And the process and technology will continue to improve. My take on this is not to give up. Keep innovating and properly staff for the customer willing to use self-checkout and needs help.
Alexander Group releases Customer Experience Research by Businesswire
(MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. The CXI evaluated those commercial organizations in four key capabilities including CX vision and strategy, customer engagement, goals and measurement, and defined processes.
My Comment: Here’s some research from the Alexander Group that makes the case for investing in CX. Consider these results from companies in the top quartile of the CX index. These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” The numbers make the case. CX doesn’t cost. It pays!
2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy
(TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty.
My Comment: Here is a list of CX trends that all make sense – and for just about every type of business. My bet is you won’t be surprised at any of these, but you read about one or more of these trends and think, “Are we keeping up with this trend?” Understanding what customers want and expect is ever-changing. We must keep up, or we’ll be playing catch up.
BONUSES
Customer Experience Predictions for 2024 by Dan Gingis
(Dan Gingis) As we begin a new year, it’s time to look at customer experience predictions for 2024 from some of the world’s top experts. Not surprisingly, artificial intelligence (AI), and specifically Generative AI products such as ChatGPT, were front and center in many of our experts’ customer experience predictions for 2024.
My Comment: And speaking of trends, my friend and fellow CX expert, Dan Gingiss, reached out to eight experts (including myself) and asked us for our big CX predictions for 2024. Find out what we had to say!
Service without a Smile: Bad Customer Service Examples by David Rand
(The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. Carey School of Business at Arizona State University, 74% of Americans say they’ve had product or service problems in the past year. Anger over poor service and shoddy products has even led some customers to plot revenge.
My Comment: Here’s an excellent article about bad customer service. It’s filled with stats, facts, and commentary from several CX and customer service experts (including myself). You will definitely enjoy this one!
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.
January 23, 2024
A Simple Fix to Stop Wasting Customers’ Time
Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!) Every form required me to input my name, address, phone number, and Social Security number. There may have been other requests for similar information, but those were the ones that I remember being on almost every form – and there were plenty of forms to fill out.
As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” The solution seemed easy to me. If we could put a man on the moon and manufacture driverless cars, why can’t we program the computer to auto-populate the essential information onto multiple forms?
Don’t bog the customer down.
For those in the medical profession, please don’t get upset with me. I’m not picking on you. I recognize that one form is for insurance, one is for the general patient information to be kept in the office, one is for the HIPAA agreement, etc. Each of these forms gets submitted to different entities; however, that doesn’t mean specific fields can’t auto-populate. What came to mind is that whenever I make an online purchase with a new retailer or vendor, my basic information, which includes my mailing address, billing address, and credit card information, can be auto-populated in the appropriate fields.
And this isn’t just a rant about medical forms. This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures.
So, here’s a simple solution.
Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc., is stored. This information can be programmed to be filled out on any form that is sent to the customer. How hard can that be? If the company is worried that the customer information might be wrong, just put a check box next to each question and ask the customer to confirm the information is correct. And if you don’t know how to program something like that, just ask ChatGPT! (Just kidding – although I bet it has the answer.)
I think you get the idea behind this. Please don’t waste your customers’ time by asking them to repeat tasks. In this case, it’s forms, but there may be other parts of your process that must change or potentially be eliminated.
So, here’s your homework assignment. Sit down with your team and brainstorm if anything you require a customer to do wastes their time. If you find something, determine if it’s absolutely necessary. And if it’s not, eliminate it!
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.
January 22, 2024
Future-Proofing Customer Service with Artificial Intelligence with Anuj Bhalla
Top Takeaways:
Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey.
Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business. AI can help us know what data we have and what data we need.
Despite AI’s advancements, it’s important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios.
As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees.
With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience.
Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in!
Quotes:
“If you can’t measure it, you can’t improve it.”
“I see AI as Augmented Intelligence versus Artificial Intelligence. It will enable us to do things more efficiently and, if we do things right, more effectively.”
“The need for human assistance comes in when we have unique and complex issues that don’t have enough data to solve them effectively.”
“You won’t lose your job to AI, but you might lose your job to someone using AI.”
“Today, we have a service economy more than ever before. We are moving away from transactional relationships, and creating great experiences that will be the defining moment of how any business will move forward.”
Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance customer experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies prepare for the potential impact of AI on job roles in the service industry?
How can companies effectively measure and manage processes to improve customer service experience?
What impact does AI have on workforce optimization and the need for reskilling in the service industry?
What role does “augmented intelligence” play in supporting employees in their roles in the service industry?
How does AI contribute to enhancing productivity and efficiency in the service economy?
Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey.
Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business. AI can help us know what data we have and what data we need.
Despite AI’s advancements, it’s important to recognize that there are situations where human intervention is irreplaceable. In some instances, customer service problems may require personalized attention and empathy, which AI might struggle to provide. Balancing technological innovation with the human touch ensures that customer needs are effectively met across various scenarios.
As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. Instead of eliminating jobs, embracing AI could open new career paths and opportunities for employees.
With user-friendly technologies, the process of reskilling the workforce becomes more accessible, creating a workforce that is adept at leveraging AI tools to enhance productivity and deliver great customer experience.
Plus, Shep and Anuj share their predictions on the future of customer service and experience. Tune in!
Quotes:
“If you can’t measure it, you can’t improve it.”
“I see AI as Augmented Intelligence versus Artificial Intelligence. It will enable us to do things more efficiently and, if we do things right, more effectively.”
“The need for human assistance comes in when we have unique and complex issues that don’t have enough data to solve them effectively.”
“You won’t lose your job to AI, but you might lose your job to someone using AI.”
“Today, we have a service economy more than ever before. We are moving away from transactional relationships, and creating great experiences that will be the defining moment of how any business will move forward.”
About:
Anuj Bhalla is the Founder & CEO of serviceMob, an award-winning software company that helps improve agent performance and enhance customer experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can companies prepare for the potential impact of AI on job roles in the service industry?
How can companies effectively measure and manage processes to improve customer service experience?
What impact does AI have on workforce optimization and the need for reskilling in the service industry?
What role does “augmented intelligence” play in supporting employees in their roles in the service industry?
How does AI contribute to enhancing productivity and efficiency in the service economy?
January 21, 2024
Top 5 Customer Service & CX Articles for Week of January 22, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
The Three Top Trends That Will Shape Customer Service and Support in 2024 by Fager – Keller – Quaglietta – Ross
(MyCustomer.com) Gartner’s Brad Fager, Eric Keller, John Quaglietta, and Kathy Ross discuss the topics and issues that will define the next 12 months – from differentiating service and product experiences to the continued rise of AI and self-service.
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Let’s start with the first one, which I think should intrigue you to want to read the entire article: Service experiences are becoming indistinguishable from product experiences. Product quality is important – and so is the customer service and experience that goes along with it!
How To Fire A Customer by Chip Bell
(Forbes) At what point do the pluses outweigh the minuses for bidding farewell to a customer? The price of saying “adios” generally includes the immediate loss of revenue and the potential of negative word of mouth. In most cases, the rewards from customer firings won’t be financial — at least not in the short run. The payoff comes when you replace a fired customer with one easier to do business with, that is, one who does not rob your organization of monetary resources and your employees’ time and passion.
My Comment: Some customers aren’t worth doing business with! Yes, I said that. And the customer is NOT always right! My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel.
Annual Marigold Global Consumer Trends Index Reveals Brands Must Prioritize Privacy for Customer Loyalty by AIT News Desk
(AiThority.com) Today’s marketers continue to face challenges on multiple fronts, including building customer trust, delivering value, navigating economic uncertainty, all while balancing data privacy and personalization as third-party cookies crumble. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular.
My Comment: While the title of this article indicates a focus on privacy, there are several other topics in the article worth paying attention to. To start with, as the title implies, customers are concerned with how a company or brand uses their data, which either builds or erodes trust. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization. In addition, there is information on convenience, personalization, and much more.
AI-Driven Success in Customer Service: Hitting KPIs without Compromising the Human Touch by Steve Smith
(Fast Company) Just as an orchestra conductor masterfully blends the unique timbres of different instruments to create a symphony, businesses today are tasked with orchestrating a balance between artificial intelligence (AI) and human intelligence in customer service.
My Comment: As AI has taken center stage in the customer service world, I’ve preached there needs to be a balance between “the machine” and the human. The company that achieves this balance wins. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity. It’s about using machine intelligence to strengthen human relationships.
Top 10 Trends to Shape Intelligent Customer Experience in 2024: Zendesk by Amy Sarah John
(Wire19) Zendesk has outlined key trends steering the era of intelligent CX, placing your business at the forefront of this evolution. These ten distinctive trends can be categorized into three areas: AI and intelligent experiences, data and trustworthy experiences, and next-gen and immersive experiences.
My Comment: The popular term used to describe AI-infused customer support is intelligent customer experience. Zendesk shares ten trends to help you make informed decisions about where and how to invest in your customer service and CX strategies. Chatbots, generative AI, data privacy, and more are covered in this excellent article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
The Three Top Trends That Will Shape Customer Service and Support in 2024 by Fager – Keller – Quaglietta – Ross
(MyCustomer.com) Gartner’s Brad Fager, Eric Keller, John Quaglietta, and Kathy Ross discuss the topics and issues that will define the next 12 months – from differentiating service and product experiences to the continued rise of AI and self-service.
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Let’s start with the first one, which I think should intrigue you to want to read the entire article: Service experiences are becoming indistinguishable from product experiences. Product quality is important – and so is the customer service and experience that goes along with it!
How To Fire A Customer by Chip Bell
(Forbes) At what point do the pluses outweigh the minuses for bidding farewell to a customer? The price of saying “adios” generally includes the immediate loss of revenue and the potential of negative word of mouth. In most cases, the rewards from customer firings won’t be financial — at least not in the short run. The payoff comes when you replace a fired customer with one easier to do business with, that is, one who does not rob your organization of monetary resources and your employees’ time and passion.
My Comment: Some customers aren’t worth doing business with! Yes, I said that. And the customer is NOT always right! My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel.
Annual Marigold Global Consumer Trends Index Reveals Brands Must Prioritize Privacy for Customer Loyalty by AIT News Desk
(AiThority.com) Today’s marketers continue to face challenges on multiple fronts, including building customer trust, delivering value, navigating economic uncertainty, all while balancing data privacy and personalization as third-party cookies crumble. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular.
My Comment: While the title of this article indicates a focus on privacy, there are several other topics in the article worth paying attention to. To start with, as the title implies, customers are concerned with how a company or brand uses their data, which either builds or erodes trust. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization. In addition, there is information on convenience, personalization, and much more.
AI-Driven Success in Customer Service: Hitting KPIs without Compromising the Human Touch by Steve Smith
(Fast Company) Just as an orchestra conductor masterfully blends the unique timbres of different instruments to create a symphony, businesses today are tasked with orchestrating a balance between artificial intelligence (AI) and human intelligence in customer service.
My Comment: As AI has taken center stage in the customer service world, I’ve preached there needs to be a balance between “the machine” and the human. The company that achieves this balance wins. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity. It’s about using machine intelligence to strengthen human relationships.
Top 10 Trends to Shape Intelligent Customer Experience in 2024: Zendesk by Amy Sarah John
(Wire19) Zendesk has outlined key trends steering the era of intelligent CX, placing your business at the forefront of this evolution. These ten distinctive trends can be categorized into three areas: AI and intelligent experiences, data and trustworthy experiences, and next-gen and immersive experiences.
My Comment: The popular term used to describe AI-infused customer support is intelligent customer experience. Zendesk shares ten trends to help you make informed decisions about where and how to invest in your customer service and CX strategies. Chatbots, generative AI, data privacy, and more are covered in this excellent article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
January 16, 2024
“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality.
First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences.
Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, especially since my friend Stephen Van Belleghem released his excellent book, A Diamond In the Rough , where he quotes a Bain survey finding that “80% of CEOs think their company is customer-centric, but only 8% of customers agree.”
One of my LinkedIn followers, Rajat Chawla, read my Forbes article about Van Belleghem’s book and asked, “What’s your best advice to bridge the gap?” As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter, in my videos, in my podcast, or on my TV show, Be Amazing or Go Home . So, here’s my answer:
There are at least three strategies for narrowing the gap between these perceptions:
Leaders need to pay attention to their data. After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. That’s the most accurate way to measure the difference.
Leaders should “mystery shop” their companies themselves. They should learn firsthand what it’s like to be a customer. They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more.
Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves. I addressed spending time on the front line in my first book, Moments of Magic when I covered the All Aboard program in which executives spent one day each quarter with a salesperson visiting customers. In my most recent book, I’ll Be Back , I wrote about how Bill Gates visited the customer support center and asked to take customer support calls. The power of spending time on the front line is undisputed! Experiencing firsthand comments from customers is a powerful dose of reality – hopefully, good reality!
What I love about these three strategies is that other than a little time and effort, there is little or no expense to implement them. So, what are you waiting for? If you haven’t already done so, discover the difference between your perceptions and your customers’ reality. And my wish for you is that there is little or no difference between the two!
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.
January 15, 2024
How to Take Your Employees from Competent to Elite with Art Turock
Top Takeaways:
Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!
Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what.
Accountability isn’t about assigning blame. It is assuming responsibility for one’s decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.
A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors.
Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.
Shifting from a victim mindset to an accountability mindset is critical to elite performance. It’s a matter of choosing the dominant mindset that determines the course of one’s performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers.
Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free.
Plus, Shep and Art discuss why leaders need to “stop holding employees accountable” and what they recommend to do instead. Tune in!
Quotes:
“If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you’re in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.”
“Mindset is the trigger. The interpretation you make of the circumstances then dictates the choices, actions, and results.”
“When you choose your dominant mindset, you determine whether your performance will be competent or elite. And over time, you determine the destiny of your career and the destiny of your life.”
Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in “sustaining exceptional performance.” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are mindset mastery and deliberate practice?
How can mindset mastery affect business performance and results?
What are the characteristics of a victim mindset, and how can businesses help employees overcome it?
How can businesses encourage employees to responsibility for their actions?
How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?
Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!
Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. Elite performers in both fields recognize that mindset is the trigger that determines choices and results. Extreme accountability is seeing beyond the current circumstances and committing no matter what.
Accountability isn’t about assigning blame. It is assuming responsibility for one’s decisions and actions. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results.
A victim mindset can hinder personal and professional growth. The victim mindset is characterized by minimizing responsibility and blaming external factors.
Elite performance is achieved through an accountability mindset. This means consistently choosing actions and behaviors that align with your goals and long-term success. Recognize the temptations of short-term payoffs and their negative impact on your long-term achievements. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.
Shifting from a victim mindset to an accountability mindset is critical to elite performance. It’s a matter of choosing the dominant mindset that determines the course of one’s performance and career over time. By adopting a mindset emphasizing accountability, employees, managers, and decision-makers go beyond competence and into elite performance for their customers.
Art Turock has a gift for Amazing Business Radio listeners that will help them demolish excuses and invite accountability. Download 6 Self-Coaching Questions to Transform Your Life for free.
Plus, Shep and Art discuss why leaders need to “stop holding employees accountable” and what they recommend to do instead. Tune in!
Quotes:
“If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you’re in a different career pattern. All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.”
“Mindset is the trigger. The interpretation you make of the circumstances then dictates the choices, actions, and results.”
“When you choose your dominant mindset, you determine whether your performance will be competent or elite. And over time, you determine the destiny of your career and the destiny of your life.”
About:
Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in “sustaining exceptional performance.” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What are mindset mastery and deliberate practice?
How can mindset mastery affect business performance and results?
What are the characteristics of a victim mindset, and how can businesses help employees overcome it?
How can businesses encourage employees to responsibility for their actions?
How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?
