Shep Hyken's Blog, page 31
December 26, 2023
Do More In ‘24: Ten Customer Service and CX Tips for the New Year
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24! Be more responsive – We start with one of my favorites. How fast do you respond to customers? Trust me, the faster you respond, the better. Customers appreciate a quick response. I often joke about a company that took four days to get back to me with an answer. If I wanted the answer in four days, I would have waited four days to ask the question! A speedy response creates confidence.
Be more accountable – Don’t make excuses or blame others. Don’t deflect blame if a customer complains about something, even if it’s not your fault. It may not be your fault, but it’s now your opportunity to solve a problem.
Be more flexible – Don’t be so rigid with rules unless they are legal rules. In most instances, the word guidelines are better than rules. You know where you want to go. Be flexible in your thinking when it comes to taking care of customers.
Be more engaged – Your customers want to feel that you’re focusing on them. Actively listen and respond with questions that show you’re paying attention and want more information. Get customers to feel connected to you because they know you care.
Be more consistent – I’m surprised when employees of the same company have different answers to the same question. Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty.
Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more. Today’s customers will reach out to you in the most convenient way. Today, they may call you. Tomorrow, they may email you. Regardless of the channel, you need to be there and meet their communication expectations.
Be more convenient – Convenience is about being easy to do business with. It used to be a significant competitive differentiator. Today, it’s table stakes. It’s expected that your customer’s experience will be easy with little or no friction. Find ways to be easier to do business with, and customers will spend more money, won’t be as concerned about price, and most importantly, will come back!
Be more proactive – When there’s a problem that you know about, reach out to your customers before they reach out to you. They might not even know there is a problem at all, and the fact that you were proactive builds confidence and trust.
Be more transparent – Don’t hide important information in “fine print.” Be open about policies and anything you know the customer might question or simply not like. Have you ever been hit with a surprise fee? Of course, you have, and I’ll bet you didn’t like that surprise. You don’t want your customers to say, “I’m disappointed. I wish that you told me about that in the beginning.”
Be more memorable – Let’s close with a powerful one. When I’m hired to do a customer service keynote speech, my walk-on music is Bonnie Raitt’s hit song, Let’s Give Them Something to Talk About. That’s what I want you to do with your customers. Give them something (good) to talk about. Why? Because when you give them a memorable experience, it will make them say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
December 25, 2023
How to Know What Your Customers Want
Top Takeaways:
The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.
Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences.
Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers.
Use data to understand customers’ digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving digital experiences.
Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online.
When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.
Plus, Akin shares what changes brands like L’Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in!
Quotes:
“Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.”
“Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience.”
“It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded.”
Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics .
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 use data to understand their customer’s behavior and preferences better?
How can digital experience analytics help businesses improve customer interactions?
What does it mean to start with the customer in mind?
How can companies strike a balance between disruption and providing a delightful experience for customers?
How can data help companies identify and address customer experience issues in the digital space?
The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.
Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences.
Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers.
Use data to understand customers’ digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving digital experiences.
Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online.
When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.
Plus, Akin shares what changes brands like L’Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in!
Quotes:
“Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.”
“Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience.”
“It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded.”
About:
Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics .
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 use data to understand their customer’s behavior and preferences better?
How can digital experience analytics help businesses improve customer interactions?
What does it mean to start with the customer in mind?
How can companies strike a balance between disruption and providing a delightful experience for customers?
How can data help companies identify and address customer experience issues in the digital space?
December 24, 2023
Top 5 Customer Service & CX Articles for Week of December 25, 2023
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.
Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro
(CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.
My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.
AI Will ‘Dominate Customer Experience in 2024’ by Moshe Beauford
(Channel Futures) Jon Heaps is co-founder and managing partner at Ascent Business Partners, a company that helps the channel understand how artificial intelligence (AI) might benefit it and its customers. He maintains that AI will “dominate customer experience (CX) in 2024.”
My Comment: Will AI really dominate customer experience in 2024? Jon Heaps makes a compelling argument. Let me modify his prediction and state that AI will dominate the discussions about customer experience in 2024. For many companies, they are still talking about how to best use AI. Some jumped in head first, while others are “dipping their toe in the water” before investing in the technology. That said, I agree with much of what Heaps has to say about the topic of AI and how we plan to use the technology in the near future.
Do You Want a Better Customer Experience in 2024? Why Leading with Humans Is Best for AI by Colin Shaw
(MyCustomer.com) In discussing a recent suggestion from the ‘None of us are as clever as all of us’ section of his podcast, Colin Shaw unpacks the interface between AI and human employees, and why leading with humans creates a better AI strategy.
My Comment: And then there is the other side of the coin! While our second article in this week’s roundup made you think AI is going to dominate CX in 2024, along comes a great article by my friend and fellow CX expert, Colin Shaw, who believes we must lead with the human-to-human experience. Shaw shares some best-use AI scenarios that are important to consider and also makes the case for having an AI strategy. However, it looks like he’s putting his money on humans over AI – at least for now.
15 Customer Experience Predictions For 2024 by Adrian Swinscoe
(Forbes) In total, this year, I received 263 different predictions. While sifting through all of these predictions has proved to be quite an undertaking, it has also been a great learning experience and incredibly rewarding, and I would like to thank all of the people who sent me their predictions, particularly those that I have not been able to include in this piece.
My Comment: At this time of year, many experts in many different areas weigh in with their predictions. My friend, Adrian Swinscoe, has shared 15, but interestingly, they are not his predictions. Instead, he gathered predictions from more than 140 people, many of whom submitted more than one, and has compiled his list from those. I like the variety!
Employee Experience + Customer Experience = Exceptional Total Experience by Nick Parmar
(The Fast Mode) It’s a simple equation, one that has been studied and substantiated over the past couple of decades or more: A happy and engaged employee = improved customer service, higher productivity, lower turnover = better business and financial outcomes for the organization.
My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX). Let’s come full circle with an article that refers to the combination of both the EX and CX creating the TX, as in total experience. As the author states about his company, “We like to take a holistic view that we call total experience, one that encompasses all stakeholders from the employee to the partner, the customer, and the end user.” The goal is to provide a great experience for all involved.
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.
Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro
(CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences. This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry.
My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.
AI Will ‘Dominate Customer Experience in 2024’ by Moshe Beauford
(Channel Futures) Jon Heaps is co-founder and managing partner at Ascent Business Partners, a company that helps the channel understand how artificial intelligence (AI) might benefit it and its customers. He maintains that AI will “dominate customer experience (CX) in 2024.”
My Comment: Will AI really dominate customer experience in 2024? Jon Heaps makes a compelling argument. Let me modify his prediction and state that AI will dominate the discussions about customer experience in 2024. For many companies, they are still talking about how to best use AI. Some jumped in head first, while others are “dipping their toe in the water” before investing in the technology. That said, I agree with much of what Heaps has to say about the topic of AI and how we plan to use the technology in the near future.
Do You Want a Better Customer Experience in 2024? Why Leading with Humans Is Best for AI by Colin Shaw
(MyCustomer.com) In discussing a recent suggestion from the ‘None of us are as clever as all of us’ section of his podcast, Colin Shaw unpacks the interface between AI and human employees, and why leading with humans creates a better AI strategy.
My Comment: And then there is the other side of the coin! While our second article in this week’s roundup made you think AI is going to dominate CX in 2024, along comes a great article by my friend and fellow CX expert, Colin Shaw, who believes we must lead with the human-to-human experience. Shaw shares some best-use AI scenarios that are important to consider and also makes the case for having an AI strategy. However, it looks like he’s putting his money on humans over AI – at least for now.
15 Customer Experience Predictions For 2024 by Adrian Swinscoe
(Forbes) In total, this year, I received 263 different predictions. While sifting through all of these predictions has proved to be quite an undertaking, it has also been a great learning experience and incredibly rewarding, and I would like to thank all of the people who sent me their predictions, particularly those that I have not been able to include in this piece.
My Comment: At this time of year, many experts in many different areas weigh in with their predictions. My friend, Adrian Swinscoe, has shared 15, but interestingly, they are not his predictions. Instead, he gathered predictions from more than 140 people, many of whom submitted more than one, and has compiled his list from those. I like the variety!
Employee Experience + Customer Experience = Exceptional Total Experience by Nick Parmar
(The Fast Mode) It’s a simple equation, one that has been studied and substantiated over the past couple of decades or more: A happy and engaged employee = improved customer service, higher productivity, lower turnover = better business and financial outcomes for the organization.
My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX). Let’s come full circle with an article that refers to the combination of both the EX and CX creating the TX, as in total experience. As the author states about his company, “We like to take a holistic view that we call total experience, one that encompasses all stakeholders from the employee to the partner, the customer, and the end user.” The goal is to provide a great experience for all involved.
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.
December 19, 2023
A Lofty Goal: Earth’s Most Customer-Centric Company
If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem:
She went to the company’s website and clicked on customer support.
She answered a few questions, and once the technology identified her problem, a chatbot popped up.
After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat.
At some point, the agent suggested getting on the phone, and rather than have Cindy call, she asked for Cindy’s number. Once Cindy shared it, the phone rang almost instantly.
From there, the agent carried out a conversation that eventually resolved Cindy’s problem.
I asked Cindy how she liked that experience, and she quickly answered, “Amazing!”
Just a few minutes later, Cindy received a short survey asking for her feedback with the message:
Your feedback is helping us build Earth’s Most Customer-Centric Company.
With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet:
Digital First – The company made it easy to start the customer support process with a digital self-service solution. While there was a live agent option, it wasn’t presented until later. Cindy had to answer a few questions and click a few boxes before moving on. And this part is important. The process was easy and intuitive. She was digitally “hand-held” through the process, which included the chatbot.
The Human Backup – The chatbot was programmed to understand when it wasn’t getting Cindy’s answer, and it immediately transferred her to a live chat with a customer support agent. Eventually, the live online chat turned into a phone call when the agent wanted more details and knew it would be easier to talk than text. Rather than Cindy calling the company, she simply had to enter her phone number into the chat, and within seconds, the phone rang, and she was talking to the customer support agent.
A Seamless Omni-Channel Experience – The definition of an omni-channel experience is a continuous conversation moving from one form of communication to the next. Cindy went from answering questions on the website to a chatbot, to live chat, and then to the phone. All was seamless, and the “conversation” continued rather than forcing Cindy to tell her story repeatedly. The agent on the phone picked up where the chat ended and quickly solved her problem. This is the way omni-channel is supposed to work.
This is a perfect example of the modern customer support experience. And did you guess what company this article is about? If you said Amazon, you’re absolutely right!
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.
December 18, 2023
Empowering Employees to Create Customer Moments That Matter
Top Takeaways:
A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.
Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences.
In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.
Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations.
Plus, Shep and David share examples of Moments of Magic® and “Moments that Matter.” Tune in!
Quotes:
“Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced.”
“Your values and mission should not just be words on paper. It should be embodied in service and constantly delivered to customers and employees.”
“Listening to feedback is magic. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”
“As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.”
David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups. They serve 9,000 communities and 18,000 employees.
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 create “moments that matter” for their customers?
What strategies can organizations use to deliver exceptional service and experiences consistently?
How can companies empower their teams to provide outstanding experiences?
How do companies uphold branding and values across multiple locations?
What methods are effective in measuring and improving customer and employee experiences?
A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition.
Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences.
In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.
Maintaining a customer-focused culture across multiple regions requires alignment and consistency. Celebrating customer service wins and establishing consistent communication helps maintain a customer-centric focus across various locations.
Plus, Shep and David share examples of Moments of Magic® and “Moments that Matter.” Tune in!
Quotes:
“Every interaction with the customer matters. It is important that everyone in the organization learns this and that it is constantly reinforced.”
“Your values and mission should not just be words on paper. It should be embodied in service and constantly delivered to customers and employees.”
“Listening to feedback is magic. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”
“As humans, we all want to be successful in our roles. As leaders, our job is making it easier for our teams to deliver exceptional service.”
About:
David Diestel is the Chief Executive Officer of FirstService Residential, one of North America’s largest property management groups. They serve 9,000 communities and 18,000 employees.
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 create “moments that matter” for their customers?
What strategies can organizations use to deliver exceptional service and experiences consistently?
How can companies empower their teams to provide outstanding experiences?
How do companies uphold branding and values across multiple locations?
What methods are effective in measuring and improving customer and employee experiences?
December 17, 2023
Top 5 Customer Service & CX Articles for Week of December 18, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro
(Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.
My Comment: The title is a question that I’m often asked. This article delivers the answer and much more. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet.
Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks
(InternetRetailing) Nearly every British retailer offers a loyalty programme. Customers accumulate points for every pound they spend to earn discounts on future products and services. The exchange is straightforward: customers get benefits; the brand gets loyal customers.
My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience. So, imagine if you combined the two: a good loyalty/ incentive program (points, perks, etc.) and amazing customer service. And perhaps some of those rewards can be experiences, not discounts or free products. This short article will give you much to think about regarding your loyalty programs.
Culture Clash: Why Customer Experience Improvements Fail by John Aves
(MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. You can’t do this without your people changing their behavior. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.
My Comment: This is interesting. A failure in a customer experience strategy is the fault of… The CEO! According to the author, “…the problem isn’t rooted in strategic thinking, but because the CEO is often detached from the plan.” I’ve stressed in all of my customer service speeches, that a customer-focused culture starts at the top with the CEO. And it’s not just the CEO saying, “Let’s do it!” They need to be behind it and involved throughout the journey.
4 Steps to Create a Seamless Customer Experience by John Quaglietta and Kathy Ross
(MyCustomer.com) The customer journey is becoming more complex, with customers moving between more channels than ever before. John Quaglietta and Kathy Ross of Gartner explore strategies for providing seamless CX in an ever-changing sector.
My Comment: While this article is a little technical, the point is simple. Eliminate friction! The more convenient experience wins. It makes you more competitive, more resistant to pricing issues, and customers simply want to do business with the companies and brands that make it easy for them. Here are four more steps or ideas for you to consider for your convenience strategy. (What? You don’t have a convenience strategy? It’s time to get one! Join the Convenience Revolution!)
20 Simple Strategies To Positively Transform Customer Experiences by Forbes Business Council
(Forbes) In the business world, going after “low-hanging fruit”—the easily attainable yet impactful strategies that can make a significant difference in your business trajectory—is a great way to earn some quick wins. This can be especially appealing in the realm of customer experience, where every interaction is an opportunity to turn a one-time buyer into a lifelong advocate of your brand.
My Comment: Let’s close out the Top Five roundup with an excellent list of basic customer experience ideas. There is everything from the simple idea of writing a handwritten thank you note to optimizing your current “feedback loop.” There is a short paragraph for each idea, so consider these idea-starters. Bring the list to your next meeting and talk about which one of these ideas you want to implement first.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro
(Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.
My Comment: The title is a question that I’m often asked. This article delivers the answer and much more. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet.
Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks
(InternetRetailing) Nearly every British retailer offers a loyalty programme. Customers accumulate points for every pound they spend to earn discounts on future products and services. The exchange is straightforward: customers get benefits; the brand gets loyal customers.
My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience. So, imagine if you combined the two: a good loyalty/ incentive program (points, perks, etc.) and amazing customer service. And perhaps some of those rewards can be experiences, not discounts or free products. This short article will give you much to think about regarding your loyalty programs.
Culture Clash: Why Customer Experience Improvements Fail by John Aves
(MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. You can’t do this without your people changing their behavior. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.
My Comment: This is interesting. A failure in a customer experience strategy is the fault of… The CEO! According to the author, “…the problem isn’t rooted in strategic thinking, but because the CEO is often detached from the plan.” I’ve stressed in all of my customer service speeches, that a customer-focused culture starts at the top with the CEO. And it’s not just the CEO saying, “Let’s do it!” They need to be behind it and involved throughout the journey.
4 Steps to Create a Seamless Customer Experience by John Quaglietta and Kathy Ross
(MyCustomer.com) The customer journey is becoming more complex, with customers moving between more channels than ever before. John Quaglietta and Kathy Ross of Gartner explore strategies for providing seamless CX in an ever-changing sector.
My Comment: While this article is a little technical, the point is simple. Eliminate friction! The more convenient experience wins. It makes you more competitive, more resistant to pricing issues, and customers simply want to do business with the companies and brands that make it easy for them. Here are four more steps or ideas for you to consider for your convenience strategy. (What? You don’t have a convenience strategy? It’s time to get one! Join the Convenience Revolution!)
20 Simple Strategies To Positively Transform Customer Experiences by Forbes Business Council
(Forbes) In the business world, going after “low-hanging fruit”—the easily attainable yet impactful strategies that can make a significant difference in your business trajectory—is a great way to earn some quick wins. This can be especially appealing in the realm of customer experience, where every interaction is an opportunity to turn a one-time buyer into a lifelong advocate of your brand.
My Comment: Let’s close out the Top Five roundup with an excellent list of basic customer experience ideas. There is everything from the simple idea of writing a handwritten thank you note to optimizing your current “feedback loop.” There is a short paragraph for each idea, so consider these idea-starters. Bring the list to your next meeting and talk about which one of these ideas you want to implement first.
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.
December 12, 2023
The Link Between Sales and Customer Experience
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Every interaction the customer has with us, from learning about our company, our marketing messages, the sales experience and then anything after the sale, is all part of the customer experience. I’m often asked to be the keynote speaker at sales meetings. Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. I refer to this as Selling with Service. I share how to create the experience that makes customers want to do business with the company, not just buy the product. That’s also the experience that gets customers to say, “I’ll be back!”
How to create an amazing customer experience
So, today, I have three tips for anyone who interacts with customers (not just salespeople) that will help you create an amazing customer experience.
Respond Fast – I love to talk about the Jimmy John’s experience. For those outside of the United States or those in the U.S. who aren’t fortunate enough to live near a Jimmy John’s, it is a chain of delicious fast-food restaurants known for its super speedy service. Whether you are ordering your sandwich in the store or having your meal delivered, you will experience what Jimmy John’s calls “freaky fast!” So, be “freaky fast” in responding to your customers’ calls or emails – or any other way customers reach out to you.
Always Do What You Say and More – One way to blow credibility is to not do what you promise. So, this is simple: Just do what you say you’ll do. The “and more” of this tip falls under the strategy of “UPOD,” which stands for the old saying, under-promise and over-deliver. If you say you’ll get back to a customer by the end of the day, get back to them a few hours earlier. By the way, if you create an expectation you plan to exceed, ensure the customer will still be happy if all you do is meet that expectation.
Be Prepared – If you want to frustrate your customers, be unprepared. Even if you’re not unprepared, you may exhibit behaviors that make you appear to be so. Being unprepared is a sign of disrespect toward your customers, and I don’t know any customer who enjoys doing business with someone who doesn’t respect them.
The commonality between sales and customer service/CX
The commonality between sales and customer service/CX is not just about getting customers but keeping customers. These three tips I’ve shared are just the beginning. Over the years, I’ve shared hundreds of tips just like these. Regardless of what department or role you have with the company, your goals should be to create the experience that customers want and crave and to be so good they wouldn’t even think about taking a chance doing business anywhere else.
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.
December 11, 2023
Tips on Creating a Customer-Centric Culture
Top Takeaways:
The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture.
Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.
True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. For example, offering knowledge and content for free or demonstrating appreciation for customers at all stages of their journey creates loyalty and long-term relationships.
95% of your customers will be friendly, regular people. But 5% of your customers can be complete nightmares, and nothing you do will be good enough for them. Companies often lean towards focusing on the negative 5% of customer interactions, which can result in the creation of rules and procedures based on outliers. Don’t punish your good customers for the sins of the few bad ones.
Embracing a philosophy of making small, incremental improvements can lead to significant overall change in the customer experience. When companies focus on constant improvement, even if it’s just 1% at a time, it can create a wave of positive impact on customer satisfaction.
Empowering employees to make small decisions and take immediate action to address customer needs can improve customer experience and loyalty. Training employees to effectively handle customer issues without having to always ask for permission enhances their ability to make decisions that benefit customers. Encouraging and reinforcing customer-centric behavior and sharing success stories during team meetings can motivate and guide employees toward delivering outstanding customer service.
Plus, Shep and Steven discuss why some companies remain “diamonds in the rough” and never successfully cultivate a customer-centric culture. Tune in!
Quotes:
“It all starts with leadership. The biggest barrier for companies to succeed in their goal of becoming customer-centric is when teams don’t believe their leaders.”
“Effective empathy combines fast feedback with fast action. Small improvements that can be accomplished right away can have a bigger impact on your customer’s experience and create a feeling of success for your employees.”
“Most loyalty programs are transactional. It creates loyalty to the program and not the brand. What really creates loyalty is an emotional relationship.”
Steven Van Belleghem is a customer experience thought leader and keynote speaker. He is the author of six bestselling books. His latest book, A Diamond in the Rough: Over 100 Specific Tips to Build a Strong Customer Culture , is available now!
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 leaders instill a customer-centric culture in their organization?
How can employee empowerment impact customer experience and loyalty?
What is effective empathy?
How can organizations effectively build an emotional relationship with customers to foster true loyalty?
What distinguishes true loyalty programs from marketing loyalty programs?
The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture.
Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.
True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. For example, offering knowledge and content for free or demonstrating appreciation for customers at all stages of their journey creates loyalty and long-term relationships.
95% of your customers will be friendly, regular people. But 5% of your customers can be complete nightmares, and nothing you do will be good enough for them. Companies often lean towards focusing on the negative 5% of customer interactions, which can result in the creation of rules and procedures based on outliers. Don’t punish your good customers for the sins of the few bad ones.
Embracing a philosophy of making small, incremental improvements can lead to significant overall change in the customer experience. When companies focus on constant improvement, even if it’s just 1% at a time, it can create a wave of positive impact on customer satisfaction.
Empowering employees to make small decisions and take immediate action to address customer needs can improve customer experience and loyalty. Training employees to effectively handle customer issues without having to always ask for permission enhances their ability to make decisions that benefit customers. Encouraging and reinforcing customer-centric behavior and sharing success stories during team meetings can motivate and guide employees toward delivering outstanding customer service.
Plus, Shep and Steven discuss why some companies remain “diamonds in the rough” and never successfully cultivate a customer-centric culture. Tune in!
Quotes:
“It all starts with leadership. The biggest barrier for companies to succeed in their goal of becoming customer-centric is when teams don’t believe their leaders.”
“Effective empathy combines fast feedback with fast action. Small improvements that can be accomplished right away can have a bigger impact on your customer’s experience and create a feeling of success for your employees.”
“Most loyalty programs are transactional. It creates loyalty to the program and not the brand. What really creates loyalty is an emotional relationship.”
About:
Steven Van Belleghem is a customer experience thought leader and keynote speaker. He is the author of six bestselling books. His latest book, A Diamond in the Rough: Over 100 Specific Tips to Build a Strong Customer Culture , is available now!
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 leaders instill a customer-centric culture in their organization?
How can employee empowerment impact customer experience and loyalty?
What is effective empathy?
How can organizations effectively build an emotional relationship with customers to foster true loyalty?
What distinguishes true loyalty programs from marketing loyalty programs?
December 10, 2023
Top 5 Customer Service & CX Articles for Week of December 11, 2023
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 comment about each article and would like to hear what you think too.
10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson
(Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher. Over the last 20 years, possibly the most common direction for that conversation to move is toward acquiring new customers. Should we run a promotion, rebrand, start an advertising campaign, chase new leads, offer free product trials, or something else?
My Comment: Let’s start this Top Five roundup with a list of questions on customer retention. Before getting into the questions, the author shares some compelling stats and findings to pique your interest. In the end, the author wants you to focus on a single goal: happy customers. I’d add three more words: that come back!
Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk
(Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. This type of human intuition is not to be taken lightly, which is why business leaders realize that fostering a culture of trust is a powerful tool for success.
My Comment: Trust isn’t a feeling. It’s an asset. Without it, a company won’t have customer loyalty. (Who wants to come back to do business with a company they can’t trust?) This article has several ways to foster trust, and I’d like to add one more, and that is customer service. My customer experience research found that 82% of customers say great service increases their trust in a company.
Visual Engagement: The Missed Opportunity of Digital Customer Service by Robin Gareiss
(No Jitter) Video capabilities can help customers resolve their issues more quickly and with greater satisfaction – so contact centers should offer customers the choice of beginning their interactions that way.
My Comment: When it comes to customer support calls in the software world, screen sharing has been around for years. Other industries should consider the same. Using video when interacting with customers has many benefits. This article shares some of them, and consider this quote from the author: “I have measured my resolution time with and without screen-sharing, and it’s 80% faster with screen-sharing vs. without.”
Amazon CEO Says Generative AI Will ‘Change Every Customer Experience’ by Julie Coleman
(CNBC International) In an interview with CNBC’s Jim Cramer, Amazon CEO Andy Jassy said generative artificial intelligence will change the customer experience in the company’s enterprise and discretionary consumer business.
My Comment: Amazon is always at the forefront of customer service and CX. This time, we hear straight from Amazon’s CEO Andy Jassy in an interview with CNBC’s Jim Cramer. In short, Jassy is big on generative AI and believes it will change (for good) the customer experience.
Generative AI Not Likely to Increase Customer Satisfaction by Dave Michels
(No Jitter) Generative AI refers to a broad set of AI capabilities powered by large language models (LLMs). They offer a more human-like conversational experience than prior bots, but this tech is about more than bots. Without doubt it will clearly have a significant impact on the contact center. For example, generative AI will likely reduce the training times necessary for new agents.
My Comment: And just when you get excited about Amazon’s CEO believing AI will change CX, this article takes the view from almost the complete opposite side. I’m not on board with everything this author writes about, but I appreciate the viewpoint. And I believe it’s important for all of us to listen and consider “both sides of the coin.”
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.
10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson
(Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher. Over the last 20 years, possibly the most common direction for that conversation to move is toward acquiring new customers. Should we run a promotion, rebrand, start an advertising campaign, chase new leads, offer free product trials, or something else?
My Comment: Let’s start this Top Five roundup with a list of questions on customer retention. Before getting into the questions, the author shares some compelling stats and findings to pique your interest. In the end, the author wants you to focus on a single goal: happy customers. I’d add three more words: that come back!
Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk
(Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. This type of human intuition is not to be taken lightly, which is why business leaders realize that fostering a culture of trust is a powerful tool for success.
My Comment: Trust isn’t a feeling. It’s an asset. Without it, a company won’t have customer loyalty. (Who wants to come back to do business with a company they can’t trust?) This article has several ways to foster trust, and I’d like to add one more, and that is customer service. My customer experience research found that 82% of customers say great service increases their trust in a company.
Visual Engagement: The Missed Opportunity of Digital Customer Service by Robin Gareiss
(No Jitter) Video capabilities can help customers resolve their issues more quickly and with greater satisfaction – so contact centers should offer customers the choice of beginning their interactions that way.
My Comment: When it comes to customer support calls in the software world, screen sharing has been around for years. Other industries should consider the same. Using video when interacting with customers has many benefits. This article shares some of them, and consider this quote from the author: “I have measured my resolution time with and without screen-sharing, and it’s 80% faster with screen-sharing vs. without.”
Amazon CEO Says Generative AI Will ‘Change Every Customer Experience’ by Julie Coleman
(CNBC International) In an interview with CNBC’s Jim Cramer, Amazon CEO Andy Jassy said generative artificial intelligence will change the customer experience in the company’s enterprise and discretionary consumer business.
My Comment: Amazon is always at the forefront of customer service and CX. This time, we hear straight from Amazon’s CEO Andy Jassy in an interview with CNBC’s Jim Cramer. In short, Jassy is big on generative AI and believes it will change (for good) the customer experience.
Generative AI Not Likely to Increase Customer Satisfaction by Dave Michels
(No Jitter) Generative AI refers to a broad set of AI capabilities powered by large language models (LLMs). They offer a more human-like conversational experience than prior bots, but this tech is about more than bots. Without doubt it will clearly have a significant impact on the contact center. For example, generative AI will likely reduce the training times necessary for new agents.
My Comment: And just when you get excited about Amazon’s CEO believing AI will change CX, this article takes the view from almost the complete opposite side. I’m not on board with everything this author writes about, but I appreciate the viewpoint. And I believe it’s important for all of us to listen and consider “both sides of the coin.”
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.
December 7, 2023
Guest Post: How Can a Role in CX Become a Green Job?
This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver, a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable.
Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines.
But as CEOs, we’re also tasked with looking at the broader picture. And increasingly, that picture includes sustainability.
So, what happens when these two imperatives—customer experience and sustainability—meet? Do these two objectives clash?
Unfortunately, yes.
While our focus on improving CX has led to innovations in customer service, it has also cast a shadow we can no longer ignore: the environmental impact of our traditional customer service operations.
The Non-Sustainable Face of Traditional CX
Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry.
Call centers consume around four times more energy per square foot than typical offices, and in the U.S., they use a staggering 3 billion kilowatt-hours of electricity annually. This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Additionally, the average call center agent uses around 30% more energy compared to a typical office worker, and call centers consume approximately six times more energy per square foot than other commercial buildings.
But energy usage is just one part of the equation. The technological infrastructure of call centers contributes to another growing concern: electronic waste. With a typical computer’s lifespan ranging from 3-5 years in a call center setting, outdated equipment often ends up contributing to the ever-growing pile of global e-waste. In 2021, 57.4 million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% of this was collected and properly recycled.
To compound the issue, the human element brings another layer of complexity. Employees commuting to these centers contribute to greenhouse gas emissions, which are a major environmental concern. The U.S. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. greenhouse gas emissions. Considering the vast number of employees traveling to these large call centers five to six days a week, their collective contribution to these emissions highlights the considerable environmental impact of this daily travel.
Rounding out this less-than-rosy picture is paper waste. Despite advancements in digital technology, paper use in office settings, including call centers, remains high. The average office worker goes through about 10,000 sheets of paper per year, and almost half of this paper ends up in the trash, contributing to environmental harm. Producing one ton of paper, as reported by the Environmental Paper Network, requires a staggering 253 gallons of petrol.
In sum, the traditional call center—so integral to customer satisfaction—stands as a striking example of the environmental cost that can come with maintaining high levels of customer service. Acknowledging this reality is the first crucial step toward integrating more sustainable practices, both for the longevity of our businesses and the health of our planet.
Operationalizing Sustainability in Customer Experience Roles
The question we must urgently ask ourselves is not whether we can afford to make CX roles sustainable but whether we can afford not to. How do we pivot from traditional customer service practices, which have often been energy-intensive and wasteful, to a model that is both effective and environmentally responsible?
Embracing remote work is an immediate lever for minimizing the environmental toll of customer service. Take the example of TTEC, a global customer experience technology solutions company. They transitioned to a remote workforce model in response to the pandemic, reducing both the daily commute for employees and the operational costs associated with maintaining large, energy-intensive office spaces.
A simple pop-up reminder in the customer portal of an e-commerce platform can prompt a majority of your users to opt for digital invoices over paper ones, drastically reducing paper usage.
Talking about scale, let’s consider smart upselling strategies. Patagonia is the epitome of responsibility here. Instead of just pushing new products, they encourage customers to repair their existing clothing. One of their most notable initiatives is the “Worn Wear” program, which encourages customers to trade in their used Patagonia items for store credit. These used items are then cleaned, repaired, and resold at a lower cost. This not only extends the life of each garment but also reduces the need to manufacture new items, thereby saving resources and reducing waste.
Subscription models for consumable items can be another instrument for eco-friendly practices, reducing the frequency of shipments and the associated carbon footprint. Moreover, well-informed customer support reps can extend the life of a product by providing maintenance tips to customers. This not only enhances customer satisfaction but also mitigates the environmental damage of a throwaway culture.
Amazon’s “Subscribe & Save” feature similarly discourages frequent, smaller purchases in favor of bulk, scheduled deliveries, thus reducing shipment-related emissions.
To prolong product lifespan, Dyson has taken a proactive approach by offering in-depth online tutorials and maintenance guides, reducing the need for part replacements or new purchases.
In terms of logistics and delivery, companies like UPS and Walmart are fine-tuning their operations to be more eco-friendly. UPS uses advanced route optimization software to minimize distances traveled, while Walmart has been experimenting with off-peak hours delivery to reduce emissions.
The crux of the matter is this: Every touchpoint in customer service, from the first interaction to the final delivery, offers an opportunity to incorporate more sustainable practices. Real-world examples from TTEC to Patagonia to UPS are a testament to the idea that going green isn’t just an ethical choice; it’s good business.
Reframe your questions to make CX greener
Questions can be the catalysts that spark meaningful change. So let’s reframe our queries from just “How can we improve our bottom line?” to “How can we couple financial growth with long-lasting environmental impact?”
Instead of asking, “How can we boost customer satisfaction?” let’s expand that to “How can we enhance customer satisfaction in a way that also educates and empowers customers to make sustainable choices?”
These are the kinds of questions that take us from being transactional leaders to transformational ones. By reframing the conversation, we’re not just tweaking our business models; we’re overhauling our entire corporate ethos. It’s through asking these kinds of questions that we’ll pave the way for a future where business objectives and environmental objectives aren’t just parallel tracks but two lines converging towards a more sustainable, equitable world.
Niraj Ranjan Rout is the Founder and CEO of Hiver.
Read Shep’s latest Forbes article: ChatGPT: The Digital Cyrano De Bergerac Of Modern Business
Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines.
But as CEOs, we’re also tasked with looking at the broader picture. And increasingly, that picture includes sustainability.
So, what happens when these two imperatives—customer experience and sustainability—meet? Do these two objectives clash?
Unfortunately, yes.
While our focus on improving CX has led to innovations in customer service, it has also cast a shadow we can no longer ignore: the environmental impact of our traditional customer service operations.
The Non-Sustainable Face of Traditional CX
Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry.
Call centers consume around four times more energy per square foot than typical offices, and in the U.S., they use a staggering 3 billion kilowatt-hours of electricity annually. This is noteworthy because energy costs can account for 5-20% of a call center’s operating expenses. Additionally, the average call center agent uses around 30% more energy compared to a typical office worker, and call centers consume approximately six times more energy per square foot than other commercial buildings.
But energy usage is just one part of the equation. The technological infrastructure of call centers contributes to another growing concern: electronic waste. With a typical computer’s lifespan ranging from 3-5 years in a call center setting, outdated equipment often ends up contributing to the ever-growing pile of global e-waste. In 2021, 57.4 million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% of this was collected and properly recycled.
To compound the issue, the human element brings another layer of complexity. Employees commuting to these centers contribute to greenhouse gas emissions, which are a major environmental concern. The U.S. Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. greenhouse gas emissions. Considering the vast number of employees traveling to these large call centers five to six days a week, their collective contribution to these emissions highlights the considerable environmental impact of this daily travel.
Rounding out this less-than-rosy picture is paper waste. Despite advancements in digital technology, paper use in office settings, including call centers, remains high. The average office worker goes through about 10,000 sheets of paper per year, and almost half of this paper ends up in the trash, contributing to environmental harm. Producing one ton of paper, as reported by the Environmental Paper Network, requires a staggering 253 gallons of petrol.
In sum, the traditional call center—so integral to customer satisfaction—stands as a striking example of the environmental cost that can come with maintaining high levels of customer service. Acknowledging this reality is the first crucial step toward integrating more sustainable practices, both for the longevity of our businesses and the health of our planet.
Operationalizing Sustainability in Customer Experience Roles
The question we must urgently ask ourselves is not whether we can afford to make CX roles sustainable but whether we can afford not to. How do we pivot from traditional customer service practices, which have often been energy-intensive and wasteful, to a model that is both effective and environmentally responsible?
Embracing remote work is an immediate lever for minimizing the environmental toll of customer service. Take the example of TTEC, a global customer experience technology solutions company. They transitioned to a remote workforce model in response to the pandemic, reducing both the daily commute for employees and the operational costs associated with maintaining large, energy-intensive office spaces.
A simple pop-up reminder in the customer portal of an e-commerce platform can prompt a majority of your users to opt for digital invoices over paper ones, drastically reducing paper usage.
Talking about scale, let’s consider smart upselling strategies. Patagonia is the epitome of responsibility here. Instead of just pushing new products, they encourage customers to repair their existing clothing. One of their most notable initiatives is the “Worn Wear” program, which encourages customers to trade in their used Patagonia items for store credit. These used items are then cleaned, repaired, and resold at a lower cost. This not only extends the life of each garment but also reduces the need to manufacture new items, thereby saving resources and reducing waste.
Subscription models for consumable items can be another instrument for eco-friendly practices, reducing the frequency of shipments and the associated carbon footprint. Moreover, well-informed customer support reps can extend the life of a product by providing maintenance tips to customers. This not only enhances customer satisfaction but also mitigates the environmental damage of a throwaway culture.
Amazon’s “Subscribe & Save” feature similarly discourages frequent, smaller purchases in favor of bulk, scheduled deliveries, thus reducing shipment-related emissions.
To prolong product lifespan, Dyson has taken a proactive approach by offering in-depth online tutorials and maintenance guides, reducing the need for part replacements or new purchases.
In terms of logistics and delivery, companies like UPS and Walmart are fine-tuning their operations to be more eco-friendly. UPS uses advanced route optimization software to minimize distances traveled, while Walmart has been experimenting with off-peak hours delivery to reduce emissions.
The crux of the matter is this: Every touchpoint in customer service, from the first interaction to the final delivery, offers an opportunity to incorporate more sustainable practices. Real-world examples from TTEC to Patagonia to UPS are a testament to the idea that going green isn’t just an ethical choice; it’s good business.
Reframe your questions to make CX greener
Questions can be the catalysts that spark meaningful change. So let’s reframe our queries from just “How can we improve our bottom line?” to “How can we couple financial growth with long-lasting environmental impact?”
Instead of asking, “How can we boost customer satisfaction?” let’s expand that to “How can we enhance customer satisfaction in a way that also educates and empowers customers to make sustainable choices?”
These are the kinds of questions that take us from being transactional leaders to transformational ones. By reframing the conversation, we’re not just tweaking our business models; we’re overhauling our entire corporate ethos. It’s through asking these kinds of questions that we’ll pave the way for a future where business objectives and environmental objectives aren’t just parallel tracks but two lines converging towards a more sustainable, equitable world.
Niraj Ranjan Rout is the Founder and CEO of Hiver.
Read Shep’s latest Forbes article: ChatGPT: The Digital Cyrano De Bergerac Of Modern Business
