Shep Hyken's Blog, page 30
January 14, 2024
Top 5 Customer Service & CX Articles for Week of January 15, 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.
Consumer Trust Languishes at 2016 Levels by MarTech Cube
(MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.
My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand.
Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council
(Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.
My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. These are very common sense ideas, but we all know (and are frustrated) that common sense is not always so common. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers).
How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams
(Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it’s understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.
My Comment: And while we’re on the subject of managing complaints and angry customers, here’s an excellent article from Sprout Social that shares ideas on creating a complaint management system. Their definition of complaint management is a system that allows you to respond quickly to customers, turning their negative experiences into positive ones. Their research shows that if a company handles a negative experience is handled well, a third of consumers would give the company/brand a second chance.
How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat
(Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.
My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. In short, customers are more demanding than over the past year. There’s more “meat” to that comment in the article, but the main reason I wanted to include this as a Top Five for this week is because it separates customer experiences from customer service. Customer service is a big part of customer experience (CX), but they are not the same. While you can often use the terms interchangeably, be sure to use them in the proper context.
7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar
(Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.
My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? This article shares seven excellent ways to learn how happy and loyal your customers are. We can add more to the list, such as the recent Time Well Spent metric I wrote about in my weekly Forbes 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.
Consumer Trust Languishes at 2016 Levels by MarTech Cube
(MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.
My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand.
Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council
(Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.
My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. These are very common sense ideas, but we all know (and are frustrated) that common sense is not always so common. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers).
How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams
(Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it’s understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.
My Comment: And while we’re on the subject of managing complaints and angry customers, here’s an excellent article from Sprout Social that shares ideas on creating a complaint management system. Their definition of complaint management is a system that allows you to respond quickly to customers, turning their negative experiences into positive ones. Their research shows that if a company handles a negative experience is handled well, a third of consumers would give the company/brand a second chance.
How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat
(Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.
My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. In short, customers are more demanding than over the past year. There’s more “meat” to that comment in the article, but the main reason I wanted to include this as a Top Five for this week is because it separates customer experiences from customer service. Customer service is a big part of customer experience (CX), but they are not the same. While you can often use the terms interchangeably, be sure to use them in the proper context.
7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar
(Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.
My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? This article shares seven excellent ways to learn how happy and loyal your customers are. We can add more to the list, such as the recent Time Well Spent metric I wrote about in my weekly Forbes 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.
Top 5 Customer Service & CX Articles for Week of January 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.
Consumer Trust Languishes at 2016 Levels by MarTech Cube
(MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.
My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand.
Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council
(Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.
My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. These are very common sense ideas, but we all know (and are frustrated) that common sense is not always so common. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers).
How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams
(Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it’s understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.
My Comment: And while we’re on the subject of managing complaints and angry customers, here’s an excellent article from Sprout Social that shares ideas on creating a complaint management system. Their definition of complaint management is a system that allows you to respond quickly to customers, turning their negative experiences into positive ones. Their research shows that if a company handles a negative experience is handled well, a third of consumers would give the company/brand a second chance.
How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat
(Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.
My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. In short, customers are more demanding than over the past year. There’s more “meat” to that comment in the article, but the main reason I wanted to include this as a Top Five for this week is because it separates customer experiences from customer service. Customer service is a big part of customer experience (CX), but they are not the same. While you can often use the terms interchangeably, be sure to use them in the proper context.
7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar
(Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.
My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? This article shares seven excellent ways to learn how happy and loyal your customers are. We can add more to the list, such as the recent Time Well Spent metric I wrote about in my weekly Forbes 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.
Consumer Trust Languishes at 2016 Levels by MarTech Cube
(MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.
My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand.
Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council
(Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.
My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. These are very common sense ideas, but we all know (and are frustrated) that common sense is not always so common. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers).
How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams
(Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it’s understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.
My Comment: And while we’re on the subject of managing complaints and angry customers, here’s an excellent article from Sprout Social that shares ideas on creating a complaint management system. Their definition of complaint management is a system that allows you to respond quickly to customers, turning their negative experiences into positive ones. Their research shows that if a company handles a negative experience is handled well, a third of consumers would give the company/brand a second chance.
How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat
(Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.
My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. In short, customers are more demanding than over the past year. There’s more “meat” to that comment in the article, but the main reason I wanted to include this as a Top Five for this week is because it separates customer experiences from customer service. Customer service is a big part of customer experience (CX), but they are not the same. While you can often use the terms interchangeably, be sure to use them in the proper context.
7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar
(Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.
My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? This article shares seven excellent ways to learn how happy and loyal your customers are. We can add more to the list, such as the recent Time Well Spent metric I wrote about in my weekly Forbes 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 10, 2024
Three Customer Service Lessons from a World Traveler
I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. The agent only gave me one and told me to get the next boarding pass when I landed.
I’ve done this many times before and never had trouble getting both boarding passes at the outset. Rather than argue with her, I thanked her, went to the other end of the ticket counter, and talked to a different agent who was happy to get me the second boarding pass.
I had to ask the second agent, “Why didn’t the other ticket counter agent give me the second boarding pass?” She quietly answered, “She is just lazy. She’s been here a long time and doesn’t seem to care anymore. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.”
Yes, the second agent took great care of me. However, she also made a mistake. What was it? Let’s find out! There are at least three lessons we can learn from this story:
Laziness: That should never be an excuse for providing poor customer service. If the agent really was lazy, shame on her for taking a job where she supports customers. And is it her fault or the manager who oversees the ticket counter agents? Put the right people on the front line. At a minimum, they shouldn’t be lazy.
Inconsistency: One agent said, “No,” and the other said, “Yes.” Who do you believe? There must be consistency in the level of service and answers you get from different employees. Any inconsistency creates a lack of confidence and can erode trust.
Disparagement: The second agent was friendly, apologetic, and took great care of me, but she made one mistake. She made a disparaging remark about a colleague. Instead of saying, “She’s lazy,” she could have told me, “I’m not sure why she didn’t give you the second boarding pass. I’ll talk to her and make sure she knows how for next time.” Don’t make negative comments about fellow employees or the company.
We may learn other lessons from this story, but these are three that jumped out at me. To summarize, laziness should never enter the customer experience. An inconsistent experience always makes customers wonder, “What will next time be like?” And a disparaging remark about others – even the competition – is unprofessional.
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 8, 2024
How AI Will Transform Customer Support with Boaz Hecht
Top Takeaways:
AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.
The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.
AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.
Employees trained at a higher level appreciate the company they’re working for. They feel they’re growing, and that’s part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.
Plus, Shep and Boaz answer the question, “Will AI make us dumber?” Tune in!
Quotes:
“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”
“You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”
“The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.”
Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.
Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does AI play a role in streamlining repetitive tasks?
What types of customer support tickets can be automated with the help of AI?
How are large companies incorporating AI into their customer support platforms?
What is the impact of AI automating simpler customer support tasks?
How can AI help agents focus on high-value tasks in customer service?
AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.
The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.
AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.
Employees trained at a higher level appreciate the company they’re working for. They feel they’re growing, and that’s part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.
Plus, Shep and Boaz answer the question, “Will AI make us dumber?” Tune in!
Quotes:
“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”
“You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”
“The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.”
About:
Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.
Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does AI play a role in streamlining repetitive tasks?
What types of customer support tickets can be automated with the help of AI?
How are large companies incorporating AI into their customer support platforms?
What is the impact of AI automating simpler customer support tasks?
How can AI help agents focus on high-value tasks in customer service?
How AI Will Transform Customer Support
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does AI play a role in streamlining repetitive tasks?
What types of customer support tickets can be automated with the help of AI?
How are large companies incorporating AI into their customer support platforms?
What is the impact of AI automating simpler customer support tasks?
How can AI help agents focus on high-value tasks in customer service?
Top Takeaways:
AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.
The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.
AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.
Employees trained at a higher level appreciate the company they’re working for. They feel they’re growing, and that’s part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.
Plus, Shep and Boaz answer the question, “Will AI make us dumber?” Tune in!
Quotes:
“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”
“You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”
“The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.”
Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.
Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.
How does AI play a role in streamlining repetitive tasks?
What types of customer support tickets can be automated with the help of AI?
How are large companies incorporating AI into their customer support platforms?
What is the impact of AI automating simpler customer support tasks?
How can AI help agents focus on high-value tasks in customer service?
Top Takeaways:
AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.
The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.
AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.
Employees trained at a higher level appreciate the company they’re working for. They feel they’re growing, and that’s part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.
Plus, Shep and Boaz answer the question, “Will AI make us dumber?” Tune in!
Quotes:
“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”
“You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”
“The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.”
About:
Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.
Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.
January 7, 2024
Top 5 Customer Service & CX Articles for Week of January 8, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito
(Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.
My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. I refer to these more as membership programs, but let’s not quibble over words. Whatever drives repeat business – and ideally, customer loyalty – is a good program.
Taking Customer Service to the Next Level With Customer-Centricity by Phil Geldart
(Quality Digest) Customer service involves those everyday interactions between customers and the frontline employees whose job it is to greet them, wait on them, ring up their purchases, or otherwise engage them directly. It’s common for businesses to have clear standards on how employees should interact with customers. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business.
My Comment: What makes some companies and brands great? It’s the experience, and this author has some excellent insights. I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.” It must become part of the company’s values.
6 Retail Loyalty Programs With Something To Offer In 2024 by Jenn McMillen
(Forbes) If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. Most, however, are more likely to be copycatting than introducing new ideas.
My Comment: If you’re interested in loyalty programs, this article is excellent. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. This is a taste of what they do to create a better customer, guest, and fan experience. I always enjoy learning what rockstar companies and brands do.
Five Ways to Improve Customer Experience in Financial Services in 2024 by Alex Kreger
(Finextra) According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or slow onboarding, and 81% believe poor data management lengthens onboarding and negatively affects customer experience.
My Comment: Some customer service and CX principles are universal, regardless of the industry. This article focuses on financial services, but don’t let that deter you from taking a few minutes to read what they do to create a better digital experience. The author writes, “The goal of improving customer experience in financial services is to make banking services as convenient, efficient, and pleasant as possible for the customer.” Isn’t that what just about any company or brand wants to do for their customers?
For Customer Experience, 2024 is the Banner Year for Acceptance of AI by Robin Gareiss
(No Jitter) With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology.
My Comment: Did you think I could go a week without including an article on AI? I agree with the title. What a difference a year makes. The improvement in the digital experience is huge. And it not only supports the customer, but also the customer service agent. Yes, 2024 will be a banner year for AI, and it will continue to get better!
BONUS
6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson
(Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. If 2023 was the year that contact center leaders began thinking about how new AI-driven technologies could improve operational efficiency and the customer experience, then 2024 is poised to be the year many of those leaders put those new technologies into practice.
My Comment: This excellent article about trends in the contact center features six experts (including myself) weighing in on the most significant trends and predictions for 2024. You’ll enjoy some interesting and relevant insights from those who know!
AI VS HUMAN: The Future of Customer Service in 2024 by Hiver
(Hiver) Artificial Intelligence (AI) has rapidly evolved in recent years. Its significant impact is visible in various sectors, including customer support.
My Comment: Let’s end this weekly roundup of customer service and CX articles with a report discussing AI replacing humans. If you’ve followed my work, you know that I believe it will not replace humans, but we will have to adapt and adopt new ways of working. The report is “gated,” so you’ll have to share your contact info to get it, but if AI is in your world (and it probably is), this is a report worth reading.
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.
Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito
(Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.
My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. The first trend that caught my eye had to do with paid loyalty programs. Yes, people will pay to be in a program that offers perks, discounts, and more. I refer to these more as membership programs, but let’s not quibble over words. Whatever drives repeat business – and ideally, customer loyalty – is a good program.
Taking Customer Service to the Next Level With Customer-Centricity by Phil Geldart
(Quality Digest) Customer service involves those everyday interactions between customers and the frontline employees whose job it is to greet them, wait on them, ring up their purchases, or otherwise engage them directly. It’s common for businesses to have clear standards on how employees should interact with customers. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business.
My Comment: What makes some companies and brands great? It’s the experience, and this author has some excellent insights. I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.” It must become part of the company’s values.
6 Retail Loyalty Programs With Something To Offer In 2024 by Jenn McMillen
(Forbes) If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. Most, however, are more likely to be copycatting than introducing new ideas.
My Comment: If you’re interested in loyalty programs, this article is excellent. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. This is a taste of what they do to create a better customer, guest, and fan experience. I always enjoy learning what rockstar companies and brands do.
Five Ways to Improve Customer Experience in Financial Services in 2024 by Alex Kreger
(Finextra) According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or slow onboarding, and 81% believe poor data management lengthens onboarding and negatively affects customer experience.
My Comment: Some customer service and CX principles are universal, regardless of the industry. This article focuses on financial services, but don’t let that deter you from taking a few minutes to read what they do to create a better digital experience. The author writes, “The goal of improving customer experience in financial services is to make banking services as convenient, efficient, and pleasant as possible for the customer.” Isn’t that what just about any company or brand wants to do for their customers?
For Customer Experience, 2024 is the Banner Year for Acceptance of AI by Robin Gareiss
(No Jitter) With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology.
My Comment: Did you think I could go a week without including an article on AI? I agree with the title. What a difference a year makes. The improvement in the digital experience is huge. And it not only supports the customer, but also the customer service agent. Yes, 2024 will be a banner year for AI, and it will continue to get better!
BONUS
6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson
(Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. If 2023 was the year that contact center leaders began thinking about how new AI-driven technologies could improve operational efficiency and the customer experience, then 2024 is poised to be the year many of those leaders put those new technologies into practice.
My Comment: This excellent article about trends in the contact center features six experts (including myself) weighing in on the most significant trends and predictions for 2024. You’ll enjoy some interesting and relevant insights from those who know!
AI VS HUMAN: The Future of Customer Service in 2024 by Hiver
(Hiver) Artificial Intelligence (AI) has rapidly evolved in recent years. Its significant impact is visible in various sectors, including customer support.
My Comment: Let’s end this weekly roundup of customer service and CX articles with a report discussing AI replacing humans. If you’ve followed my work, you know that I believe it will not replace humans, but we will have to adapt and adopt new ways of working. The report is “gated,” so you’ll have to share your contact info to get it, but if AI is in your world (and it probably is), this is a report worth reading.
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 4, 2024
Guest Post: 5 Strategies to Enhance Customer Loyalty and Retention
This week, we feature an article by Ian Davi. He shares five practical strategies businesses can use to increase customer retention rates.
We live in a world where competition is fierce, and consumers have many choices at their fingertips, making the pursuit of customer loyalty and retention essential.
Your ability to retain existing customers directly impacts your bottom line — and you already know it’s cheaper to keep customers than to acquire new ones.
However, earning and preserving loyal customers in a competitive market is no easy feat.
In this blog, we’ll discuss five practical strategies businesses can use to increase customer retention rates. These retention strategies will build your company a community of happy customers.
Promise and deliver on the benefit
If you promise your customers a specific benefit for using your product or service, and later that benefit is realized, they’ll equate their success to your business and become loyal customers.
Meeting customer expectations breeds brand affinity. Why would they go elsewhere if you’ve delivered a five-star customer experience?
At the end of the day, product quality trumps any marketing gimmick. Let’s take financial services as an example.
You could introduce an online savings account option to your array of services. Such accounts are widely known for their superior interest rates and diminished fees, which can significantly sway customers to remain loyal to your brand.
With the added advantage of digital integration, transactions become smoother, fostering a sense of ease and satisfaction among users.
As customers witness their savings flourish, they correlate their financial prosperity directly with your business (the link is forged, as mentioned above).
Take SoFi’s high-yield savings account as a prime example. On SoFi’s website, they’ve integrated features like real-time tracking of interest earned and easy fund transfers, greatly enhancing the user experience.
Customers can instantly see the benefits of their online savings account and engage in transactions without friction.
Such user-friendly features not only improve the overall UX but cement a bond of loyalty between the user and the platform.
Offer value by understanding your industry trends
Shane Barker says: “You must keep a pulse on industry trends to identify ways to deliver personalized experiences.”
For example, if you work in the travel and hospitality sector, you’ll know that most Americans prefer road trips to flying.
As a result, you might consider adding options like van rentals to engage a dedicated community and see returning customers.
Including perks like loyalty programs — where customers can earn a discount after a number of uses — can further reduce customer churn rates and increase your customer lifetime value.
Make customers feel special
Keeping customers happy and loved is a sure-fire way of increasing customer retention.
In 2023, you can make your customers feel special and build strong customer relationships by adding user-generated content (UGC) to your marketing strategy.
Clean Origin, a clean diamond jeweler, shares real customer content on social media to enhance customer loyalty and retention.
Here’s why it’s so clever:
Real customer content is inherently authentic and relatable. When potential buyers see genuine reactions and experiences from satisfied couples, it builds trust and credibility in the brand.
Engagement rings are deeply emotional purchases. When Clean Origin showcases happy couples celebrating their love with their stunning engagement rings, it taps into the emotional resonance of the product. The result? Increasing the bond customers have with the brand.
The act of celebrating customer love stories and milestones with beautiful engagement rings associates Clean Origin with joy and lasting relationships. This positive brand association is a powerful driver of customer loyalty.
Engage customers through video content
With the rise of social media, we have discovered that video content performs fantastically well.
It is the number one resource for conveying a message concisely and directly and keeping viewers’ attention. Of the different types of videos to be produced, the commercial video stands out.
It lets brands describe products or services with a short message and a call to action. The goal is to improve trust and loyalty among consumers.
Commercial videos achieve this by establishing an emotional connection with customers and influencing their feelings about the brand.
Tap into your customer’s values and beliefs
The days of customers unilaterally going for the cheapest options are over, making it crucial for companies to monitor customer behavior.
For example, nine in ten consumers believe it’s important for businesses to act in a socially and environmentally responsible way.
Think of ways to deliver your offering that align with your consumer’s moral compass and value system to increase the number of satisfied customers.
Wrapping up
These strategies revolve around building strong relationships, delivering on promises, adapting to industry trends, and understanding customer pain points and belief systems.
By embracing these approaches, you can retain your customer base while also fostering lasting loyalty that’ll keep them coming back (regardless of the time period in between). Here’s to creating positive experiences for your customers!
Ian David started his career in brick-and-mortar retail management, which quickly included eCommerce and digital marketing as well. He is an avid reader and a self-taught SEO and content marketing expert. He writes for several publications on a variety of digital marketing topics. Recently, his focus has been on using influencer and affiliate marketing to drive more conversions.
Read Shep’s latest Forbes article: Ten Customer Service And CX Predictions For 2024 (Part Two)
We live in a world where competition is fierce, and consumers have many choices at their fingertips, making the pursuit of customer loyalty and retention essential.
Your ability to retain existing customers directly impacts your bottom line — and you already know it’s cheaper to keep customers than to acquire new ones.
However, earning and preserving loyal customers in a competitive market is no easy feat.
In this blog, we’ll discuss five practical strategies businesses can use to increase customer retention rates. These retention strategies will build your company a community of happy customers.
Promise and deliver on the benefit
If you promise your customers a specific benefit for using your product or service, and later that benefit is realized, they’ll equate their success to your business and become loyal customers.
Meeting customer expectations breeds brand affinity. Why would they go elsewhere if you’ve delivered a five-star customer experience?
At the end of the day, product quality trumps any marketing gimmick. Let’s take financial services as an example.
You could introduce an online savings account option to your array of services. Such accounts are widely known for their superior interest rates and diminished fees, which can significantly sway customers to remain loyal to your brand.
With the added advantage of digital integration, transactions become smoother, fostering a sense of ease and satisfaction among users.
As customers witness their savings flourish, they correlate their financial prosperity directly with your business (the link is forged, as mentioned above).
Take SoFi’s high-yield savings account as a prime example. On SoFi’s website, they’ve integrated features like real-time tracking of interest earned and easy fund transfers, greatly enhancing the user experience.
Customers can instantly see the benefits of their online savings account and engage in transactions without friction.
Such user-friendly features not only improve the overall UX but cement a bond of loyalty between the user and the platform.
Offer value by understanding your industry trends
Shane Barker says: “You must keep a pulse on industry trends to identify ways to deliver personalized experiences.”
For example, if you work in the travel and hospitality sector, you’ll know that most Americans prefer road trips to flying.
As a result, you might consider adding options like van rentals to engage a dedicated community and see returning customers.
Including perks like loyalty programs — where customers can earn a discount after a number of uses — can further reduce customer churn rates and increase your customer lifetime value.
Make customers feel special
Keeping customers happy and loved is a sure-fire way of increasing customer retention.
In 2023, you can make your customers feel special and build strong customer relationships by adding user-generated content (UGC) to your marketing strategy.
Clean Origin, a clean diamond jeweler, shares real customer content on social media to enhance customer loyalty and retention.
Here’s why it’s so clever:
Real customer content is inherently authentic and relatable. When potential buyers see genuine reactions and experiences from satisfied couples, it builds trust and credibility in the brand.
Engagement rings are deeply emotional purchases. When Clean Origin showcases happy couples celebrating their love with their stunning engagement rings, it taps into the emotional resonance of the product. The result? Increasing the bond customers have with the brand.
The act of celebrating customer love stories and milestones with beautiful engagement rings associates Clean Origin with joy and lasting relationships. This positive brand association is a powerful driver of customer loyalty.
Engage customers through video content
With the rise of social media, we have discovered that video content performs fantastically well.
It is the number one resource for conveying a message concisely and directly and keeping viewers’ attention. Of the different types of videos to be produced, the commercial video stands out.
It lets brands describe products or services with a short message and a call to action. The goal is to improve trust and loyalty among consumers.
Commercial videos achieve this by establishing an emotional connection with customers and influencing their feelings about the brand.
Tap into your customer’s values and beliefs
The days of customers unilaterally going for the cheapest options are over, making it crucial for companies to monitor customer behavior.
For example, nine in ten consumers believe it’s important for businesses to act in a socially and environmentally responsible way.
Think of ways to deliver your offering that align with your consumer’s moral compass and value system to increase the number of satisfied customers.
Wrapping up
These strategies revolve around building strong relationships, delivering on promises, adapting to industry trends, and understanding customer pain points and belief systems.
By embracing these approaches, you can retain your customer base while also fostering lasting loyalty that’ll keep them coming back (regardless of the time period in between). Here’s to creating positive experiences for your customers!
Ian David started his career in brick-and-mortar retail management, which quickly included eCommerce and digital marketing as well. He is an avid reader and a self-taught SEO and content marketing expert. He writes for several publications on a variety of digital marketing topics. Recently, his focus has been on using influencer and affiliate marketing to drive more conversions.
Read Shep’s latest Forbes article: Ten Customer Service And CX Predictions For 2024 (Part Two)
January 3, 2024
Top Customer Service and CX Predictions and Trends for 2024
Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them. (I hope you choose to take action!) So, here are my top predictions for 2024. Smarter Customers
This is the same prediction I’ve started with for several years. Our customers are smarter than they were last year (again). They no longer compare us only to our direct competition but also to the best service they’ve had from any company.
TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. Discuss why they love them and determine if there’s anything these other companies are doing that you can do as well.
EX Is As Important As CX
If you’ve been following my articles and videos, you know this is one I’ve been talking about for several years. The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention.
TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. If you want some direction on this, check out my article on The Employee Hierarchy of Needs.
Social Cause Increases Customer Satisfaction
Earlier this year, my customer experience research found that 43% of consumers believe it’s important that a company has a social cause that resonates with them versus just 24% who said that it wasn’t important. This is especially important to the Gen-Z and Millennial generations. Companies from all industries recognize the power of giving back and supporting causes like sustainability, poverty, and more.
TAKE ACTION: If you are not already involved with a cause, sit down with your team and find one that is meaningful to you, your employees, and your customers. Giving back is now a part of the customer experience.
Customers Want It Now
Customers will be less patient next year because of what is referred to as the Amazonation of the customer. Amazon has set the bar for fast delivery, and now customers expect similar “speed experiences” from most companies they do business with.
TAKE ACTION: Where can you increase speed in your business? It’s not just about delivery. It can be how fast you return a phone call or an email – or any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience.
Convenience Rules
I’ve written an entire book about this topic, The Convenience Revolution. Prior to the pandemic, convenience was an option. Today, it’s expected. This is a competitive differentiator. Eliminate friction. The companies that are most convenient will consistently win.
TAKE ACTION: Sit down with your team and find ways to eliminate friction for your customers. Look at every interaction point your customers have with you and ask, “Is there a way to make this easier or more efficient for our customers?”
My hope is that you will take action on at least one of these predictions. When you do, you’ll have a better 2024 – and so will your customers! Happy New Year!
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 2, 2024
How to Create Amazing Customer Experiences in 2024
Top Takeaways:
Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.
Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.
Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.
Customers today are less patient and expect quick responses and fast service. Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls.
Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”
And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in!
Quotes:
“What’s happening inside an organization is felt on the outside by its customers.”
“Stop focusing only on your customers when you’re looking at CX. Start looking at what your employees are excited about with your company. A great customer experience starts with a great employee experience.”
“Never be complacent. Customer service and customer experience is a continuous journey. It doesn’t stop when you’re already great. It keeps going because your competition is always trying to catch up.”
“Be accountable. Don’t make excuses or blame others for things that happen. Don’t deflect blame. If a customer complains about something, even if it is not your fault, it is now your opportunity to be amazing and solve their problem.”
“If you want to be competitive, you need to be convenient. Be the easiest company to do business with among your direct competitors and beyond.”
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 some trends to watch out for in customer service and experience in 2024?
Why is employee experience becoming increasingly important in customer experience?
What impact do social causes have on customer satisfaction?
How does the “Amazonation” trend affect customer expectations?
What role does convenience play as a competitive advantage in the customer service landscape?
Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.
Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.
Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.
Customers today are less patient and expect quick responses and fast service. Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls.
Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”
And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in!
Quotes:
“What’s happening inside an organization is felt on the outside by its customers.”
“Stop focusing only on your customers when you’re looking at CX. Start looking at what your employees are excited about with your company. A great customer experience starts with a great employee experience.”
“Never be complacent. Customer service and customer experience is a continuous journey. It doesn’t stop when you’re already great. It keeps going because your competition is always trying to catch up.”
“Be accountable. Don’t make excuses or blame others for things that happen. Don’t deflect blame. If a customer complains about something, even if it is not your fault, it is now your opportunity to be amazing and solve their problem.”
“If you want to be competitive, you need to be convenient. Be the easiest company to do business with among your direct competitors and beyond.”
About:
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 some trends to watch out for in customer service and experience in 2024?
Why is employee experience becoming increasingly important in customer experience?
What impact do social causes have on customer satisfaction?
How does the “Amazonation” trend affect customer expectations?
What role does convenience play as a competitive advantage in the customer service landscape?
January 1, 2024
Top 5 Customer Service & CX Articles for Week of January 1, 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.
13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council
(Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by.
My Comment: Happy New Year! Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. The Forbes Council shares a number of good ideas. My simple response to anyone asking me about responding to reviews on social media is simple: Respond to every review, and if it’s a negative review, respond quickly.
Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer
(Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. According to McKinsey, “They scrimp and splurge at the same time, they’re not loyal to brands, and they care about health and sustainability (even though they aren’t always willing to pay for it).”
My Comment: If you’re not familiar with the concept of the Zero Customer, you should be. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”
2024 Predictions: Better Customer Experience Is on the Way by Chris Wood
(MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. Every year, the bar gets raised. In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI. And better digital content will surface if organizations put in place the necessary guardrails for generative AI to fuel the anticipated content surge.
My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. This one is particularly good as it features a digital and AI-infused experience. Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts.
We Are in a Trust Crisis — How to Navigate the Pitfalls of Transactional Behavior in Business Relationships by Jon Michail
(Entrepreneur Media) Across all industries, from new startups to companies listed on the New York Exchange, companies now fly their flags as being committed to building lasting relationships with their customers. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Indeed, one of their most prominent selling points is that they claim to prioritize long-term connections with the hope of encouraging customer engagement, building trust and sparking feelings of loyalty.
My Comment: Trust continues to be a big topic and will only get more important in the coming years. Regardless of the type of business you’re in, trust is an important step to building repeat business and customer loyalty. This article’s focus is on “transactional” relationships. If you want more than a transaction, work on building trust!
The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr
(Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe. He’s known for his infectious laughter, his generous spirit and his knack for knowing precisely what you want. We’re talking about Santa Claus. Big and small businesses can glean valuable insights from Santa’s timeless appeal. Let’s dive into the holiday spirit and unwrap some marketing wisdom from Jolly Old St. Nick.
My Comment: Christmas was just last week as I write this week’s column. So, here’s a final nod to this holiday with a dozen gifts in the form of a dozen short marketing and CX lessons.
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.
13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council
(Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by.
My Comment: Happy New Year! Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. The Forbes Council shares a number of good ideas. My simple response to anyone asking me about responding to reviews on social media is simple: Respond to every review, and if it’s a negative review, respond quickly.
Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer
(Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. According to McKinsey, “They scrimp and splurge at the same time, they’re not loyal to brands, and they care about health and sustainability (even though they aren’t always willing to pay for it).”
My Comment: If you’re not familiar with the concept of the Zero Customer, you should be. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”
2024 Predictions: Better Customer Experience Is on the Way by Chris Wood
(MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. Every year, the bar gets raised. In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI. And better digital content will surface if organizations put in place the necessary guardrails for generative AI to fuel the anticipated content surge.
My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. This one is particularly good as it features a digital and AI-infused experience. Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts.
We Are in a Trust Crisis — How to Navigate the Pitfalls of Transactional Behavior in Business Relationships by Jon Michail
(Entrepreneur Media) Across all industries, from new startups to companies listed on the New York Exchange, companies now fly their flags as being committed to building lasting relationships with their customers. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Indeed, one of their most prominent selling points is that they claim to prioritize long-term connections with the hope of encouraging customer engagement, building trust and sparking feelings of loyalty.
My Comment: Trust continues to be a big topic and will only get more important in the coming years. Regardless of the type of business you’re in, trust is an important step to building repeat business and customer loyalty. This article’s focus is on “transactional” relationships. If you want more than a transaction, work on building trust!
The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr
(Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe. He’s known for his infectious laughter, his generous spirit and his knack for knowing precisely what you want. We’re talking about Santa Claus. Big and small businesses can glean valuable insights from Santa’s timeless appeal. Let’s dive into the holiday spirit and unwrap some marketing wisdom from Jolly Old St. Nick.
My Comment: Christmas was just last week as I write this week’s column. So, here’s a final nod to this holiday with a dozen gifts in the form of a dozen short marketing and CX lessons.
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.
