Shep Hyken's Blog, page 34
October 29, 2023
Top 5 Customer Service & CX Articles for Week of October 30, 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.
Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel
(The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers.
My Comment: I’m a fan of rewards and loyalty programs for a reason. Done well, they foster repeat business and can lead to true customer loyalty. This article focuses on giving away experiences, not products or cash rewards. People may or may not remember getting a discount or rebate, but they will almost always remember an experience. There are several excellent examples in the article to get your creativity started.
A Great Way to Get Your Employees to Connect With Customers by John Dijulius
( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. But this example clearly shows that when the employees—in this case, the radiologists—have a personal relationship with the customer, an emotional commitment, they do a better, more thorough job.
My Comment: This excellent article by my friend and fellow CX expert, John DiJulius, can cross over from customer experience to customer relationships. The FORD idea is a great technique to connect and engage with your best customers and separate yourself from competitors. If you want to build better customer relationships, read this article!
Is It Time for You to Try Messy Marketing? by Mark Schaefer
(Mark Schaefer) The Pratfall Effect is more likely to work when the individual’s competence is already relatively high. If someone who is perceived as incompetent makes a mistake, it may not have the same endearing effect because it reinforces the existing negative perception.
My Comment: There is a very close connection between customer experience and marketing. Some have said (including myself) that customer experience is marketing. In this article, marketing expert Mark Schaefer shares the idea that your marketing doesn’t have to be perfect. As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience.
New Survey Finds A Drop In Brand Loyalty by Greg Sleter
(Store Brands) Despite the decline revealed in research from SAP Emarsys, marketers have opportunities to develop new ways to engage with shoppers.
My Comment: True customer loyalty is a gift. If you can win over your customers so that they wouldn’t consider a competitor, you are in an enviable position. And if that’s your goal, it looks like it will be harder to attain. According to the 2023 Customer Loyalty Index findings, the US experienced a drop in brand loyalty by more than 10%, from 7% to 68%. Loyalty programs are often discount or marketing programs that drive repeat business. True loyalty is special and, as I mentioned, a gift.
Mastering Customer Loyalty & Retention in the World of eCommerce by Vikrant Shukla
(The eCommerce Musings) It’s such an interesting subject that it should have its own fan club. This post is all about how to keep customers coming back. It will also talk about how keeping customers can help your Conversion Rate Optimization (CRO), Return on Investment (ROI), and general customer experience. That sounds like a strong trio, right? Keeping your customers close is all about it, like a favorite coat that you just can’t give up. The goal is to make a link that is stronger than super glue.
My Comment: There’s a lot to this article about customer retention and loyalty. The author shares a finding from Bain & Co’s research: In the retail world, customers spend 67% more per order after shopping with a company for 30 months or more. It’s not just the longer you keep your customers, the more they spend. It’s that the longer you keep your customers, the more they spend every time. The author covers formulas for churn, retention, and more.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel
(The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers.
My Comment: I’m a fan of rewards and loyalty programs for a reason. Done well, they foster repeat business and can lead to true customer loyalty. This article focuses on giving away experiences, not products or cash rewards. People may or may not remember getting a discount or rebate, but they will almost always remember an experience. There are several excellent examples in the article to get your creativity started.
A Great Way to Get Your Employees to Connect With Customers by John Dijulius
( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. But this example clearly shows that when the employees—in this case, the radiologists—have a personal relationship with the customer, an emotional commitment, they do a better, more thorough job.
My Comment: This excellent article by my friend and fellow CX expert, John DiJulius, can cross over from customer experience to customer relationships. The FORD idea is a great technique to connect and engage with your best customers and separate yourself from competitors. If you want to build better customer relationships, read this article!
Is It Time for You to Try Messy Marketing? by Mark Schaefer
(Mark Schaefer) The Pratfall Effect is more likely to work when the individual’s competence is already relatively high. If someone who is perceived as incompetent makes a mistake, it may not have the same endearing effect because it reinforces the existing negative perception.
My Comment: There is a very close connection between customer experience and marketing. Some have said (including myself) that customer experience is marketing. In this article, marketing expert Mark Schaefer shares the idea that your marketing doesn’t have to be perfect. As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience.
New Survey Finds A Drop In Brand Loyalty by Greg Sleter
(Store Brands) Despite the decline revealed in research from SAP Emarsys, marketers have opportunities to develop new ways to engage with shoppers.
My Comment: True customer loyalty is a gift. If you can win over your customers so that they wouldn’t consider a competitor, you are in an enviable position. And if that’s your goal, it looks like it will be harder to attain. According to the 2023 Customer Loyalty Index findings, the US experienced a drop in brand loyalty by more than 10%, from 7% to 68%. Loyalty programs are often discount or marketing programs that drive repeat business. True loyalty is special and, as I mentioned, a gift.
Mastering Customer Loyalty & Retention in the World of eCommerce by Vikrant Shukla
(The eCommerce Musings) It’s such an interesting subject that it should have its own fan club. This post is all about how to keep customers coming back. It will also talk about how keeping customers can help your Conversion Rate Optimization (CRO), Return on Investment (ROI), and general customer experience. That sounds like a strong trio, right? Keeping your customers close is all about it, like a favorite coat that you just can’t give up. The goal is to make a link that is stronger than super glue.
My Comment: There’s a lot to this article about customer retention and loyalty. The author shares a finding from Bain & Co’s research: In the retail world, customers spend 67% more per order after shopping with a company for 30 months or more. It’s not just the longer you keep your customers, the more they spend. It’s that the longer you keep your customers, the more they spend every time. The author covers formulas for churn, retention, and more.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
October 27, 2023
Guest Post: 14 Ways to Improve Customer Experience in Flexible Workspaces
This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment.
The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide. Flexible workspaces offer various benefits to various work professionals, such as cost savings, increased productivity, and a dynamic, collaborative environment to flourish; it’s like having your cake and eating it, too, with a side of lightning-fast WiFi.
Anyone looking for office space for a small business or startup has expectations, and to truly stand out in such a competitive market, providers must prioritize customer experience, but how?
Create a Welcoming Atmosphere
The first impression is crucial for customer experience, so focus on creating a welcoming, inspiring atmosphere in your flexible workspace.
Use warm, upbeat colors
Provide comfortable furniture
Create well-designed spaces that encourage collaboration and productivity
Invest in good lighting
Ensure that the workspace remains clean and well-maintained at all times
Your goal should be to make customers feel that having your workspace be their preferred workspot is a complete no-brainer.
Prioritize Comfort and Ergonomics
A comfortable workspace leads to happier and more productive customers, so don’t skimp on the set-up:
Invest in ergonomic furniture that promotes good posture and reduces the risk of physical discomfort.
Provide adjustable desks and chairs, as well as additional amenities, such as standing desks, ergonomic keyboards, and wrist supports.
If you want to go all out, also consider offering relaxation areas or other dedicated spaces for stretching or meditation to enhance the overall comfort of your customers.
Offer Reliable and Fast Internet Connectivity
In today’s digital age, a fast and reliable internet connection is critical for any quality workspace. Slow or unreliable internet can be incredibly frustrating for customers and hinder their productivity; providing crappy internet is a surefire way to send customers packing.
Ensure that your workspace has high-speed internet access through a reliable VPN such as Surfshark or NordVPN, and invest in robust Wi-Fi infrastructure to support many simultaneous connections. You must also regularly test and monitor the network to address any issues promptly – your business depends on it.
Transparent Pricing and Flexible Agreements
Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services.
Also, build trust with your customers by avoiding any hidden charges, and consider offering various membership tiers or flexible lease terms to cater to customers’ changing needs. Transparent and flexible arrangements show your commitment to a long-lasting and mutually beneficial relationship with your customers – this ain’t no fling!
Focus on Security and Privacy
Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.
Invest in robust security measures, such as surveillance cameras, secure access systems, and on-site security personnel, to maximize the safety and protection of your customers and their belongings.
Additionally, ensure the confidentiality of sensitive information by providing areas such as private meeting rooms and dedicated phone booths where customers can hold confidential discussions without grappling with distractions or eavesdroppers.
Foster Community and Networking Opportunities
One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!
Create networking events, workshops, or social gatherings to foster a sense of community among your customers
Encourage interactions by organizing get-togethers such as themed lunches or after-work activities
If social event planning isn’t your strong suit, at the least, provide common areas, such as lounges, kitchens, or game rooms, where customers can interact, exchange ideas, and generally kick back.
Offer Diverse Workspace Options
Offer diverse workspace options, such as:
Private offices
Dedicated desks
Hot-desking areas
Meeting rooms of various sizes
Allow customers to choose the option that suits their needs best and provide as much flexibility as you can for upgrades (or downgrades) to meet their changing business needs.
Provide Access to Amenities and Services
Enhance the customer experience by offering convenient amenities and services, such as:
On-site cafes or coffee bars
Snack bars – provide healthy options as well as indulgent treats
Printing and scanning facilities
Mail handling – as archaic as the regular post is becoming, it still has its place
Health and fitness-related spaces, equipment, or discounted memberships
Also, consider partnering with local businesses to offer exclusive discounts or benefits to your customers, further adding value to their experience.
Implement Health and Wellness Initiatives
With a growing focus on employee well-being, integrating health and wellness initiatives into your flexible workspace can significantly enhance the customer experience:
Consider providing access to fitness facilities, yoga or meditation rooms
Partner with wellness professionals to offer on-site services, like massage therapy or stress management workshops
Supporting a healthy lifestyle within the workspace encourages work-life balance and promotes a positive, nurturing environment that will surely boost customer loyalty and retention.
Implement Technology for Seamless Operations
In today’s epic tech world, businesses must leverage technology to streamline operations and enhance the customer experience:
Utilize a user-friendly online booking system that allows customers to easily reserve meeting rooms or workspaces
Implement digital access control systems for a hassle-free entry and exit process
Use customer relationship management (CRM) software to track customer preferences and tailor your services accordingly
Adopting technology not only improves efficiency but also demonstrates your commitment to providing a modern and convenient workspace – it’s imperative to move with the times if you want to stay relevant.
Personalized Services and Customization
Recognize that each customer has unique needs and preferences:
Offer personalized services and customization options to cater to their specific requirements
Allow customers to choose the layout of their workspace, personalize their desks with pictures or decorations, or provide options for office branding
Offering tailored solutions demonstrates a commitment to understanding and fulfilling individual needs, fostering a deeper connection with your customers.
Offer Excellent Customer Support
Customer service is a team sport, and providing prompt and helpful customer support is essential for a positive customer experience:
Ensure your staff is well-trained to assist customers with any inquiries, technical issues, or requests
Implement multiple channels of communication, such as phone, email, or chat support, to cater to different customer preferences
Respond promptly to customer feedback and address any concerns or suggestions they may have
A proactive and customer-centric approach will make customers feel valued and appreciated.
Regularly Seek Customer Feedback
To continuously improve the customer experience, it’s essential to gather feedback from your customers:
Conduct regular surveys or provide feedback forms to understand their needs and preferences better
Actively listen to their suggestions and implement changes accordingly
Engage in personal conversations to gather qualitative feedback and gain deeper insights into their experiences
By involving your customers in the improvement process, you demonstrate your commitment to customer satisfaction.
Focus on Sustainability and Green Initiatives
Sustainability is more than trending; it’s the now, and the future and business success increasingly depends upon a green approach:
Incorporate sustainable practices into your flexible workspace to attract environmentally-conscious customers
Use energy-efficient lighting, recycling programs, and eco-friendly materials
Encourage customers to adopt sustainable practices within the workspace, such as reducing paper usage and promoting recycling
By aligning with their values, you create a positive and responsible image for your workspace.
Continuous Improvement and Innovation
Providers can create an exceptional, memorable workspace experience for their customers when they put their mind to it; a positive customer experience not only leads to increased customer retention but also encourages word-of-mouth referrals, contributing to the long-term success of your venture – set your sights on creating raving fans of your workspace and commit to continuous improvement and innovation to keep them on their toes.
Srushti Shah is the Head of Product Marketing for Middleware. Her key focus is to serve her clients with the latest innovations in her field, leading to fast and effective results.
Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line
The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide. Flexible workspaces offer various benefits to various work professionals, such as cost savings, increased productivity, and a dynamic, collaborative environment to flourish; it’s like having your cake and eating it, too, with a side of lightning-fast WiFi.
Anyone looking for office space for a small business or startup has expectations, and to truly stand out in such a competitive market, providers must prioritize customer experience, but how?
Create a Welcoming Atmosphere
The first impression is crucial for customer experience, so focus on creating a welcoming, inspiring atmosphere in your flexible workspace.
Use warm, upbeat colors
Provide comfortable furniture
Create well-designed spaces that encourage collaboration and productivity
Invest in good lighting
Ensure that the workspace remains clean and well-maintained at all times
Your goal should be to make customers feel that having your workspace be their preferred workspot is a complete no-brainer.
Prioritize Comfort and Ergonomics
A comfortable workspace leads to happier and more productive customers, so don’t skimp on the set-up:
Invest in ergonomic furniture that promotes good posture and reduces the risk of physical discomfort.
Provide adjustable desks and chairs, as well as additional amenities, such as standing desks, ergonomic keyboards, and wrist supports.
If you want to go all out, also consider offering relaxation areas or other dedicated spaces for stretching or meditation to enhance the overall comfort of your customers.
Offer Reliable and Fast Internet Connectivity
In today’s digital age, a fast and reliable internet connection is critical for any quality workspace. Slow or unreliable internet can be incredibly frustrating for customers and hinder their productivity; providing crappy internet is a surefire way to send customers packing.
Ensure that your workspace has high-speed internet access through a reliable VPN such as Surfshark or NordVPN, and invest in robust Wi-Fi infrastructure to support many simultaneous connections. You must also regularly test and monitor the network to address any issues promptly – your business depends on it.
Transparent Pricing and Flexible Agreements
Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services.
Also, build trust with your customers by avoiding any hidden charges, and consider offering various membership tiers or flexible lease terms to cater to customers’ changing needs. Transparent and flexible arrangements show your commitment to a long-lasting and mutually beneficial relationship with your customers – this ain’t no fling!
Focus on Security and Privacy
Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.
Invest in robust security measures, such as surveillance cameras, secure access systems, and on-site security personnel, to maximize the safety and protection of your customers and their belongings.
Additionally, ensure the confidentiality of sensitive information by providing areas such as private meeting rooms and dedicated phone booths where customers can hold confidential discussions without grappling with distractions or eavesdroppers.
Foster Community and Networking Opportunities
One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!
Create networking events, workshops, or social gatherings to foster a sense of community among your customers
Encourage interactions by organizing get-togethers such as themed lunches or after-work activities
If social event planning isn’t your strong suit, at the least, provide common areas, such as lounges, kitchens, or game rooms, where customers can interact, exchange ideas, and generally kick back.
Offer Diverse Workspace Options
Offer diverse workspace options, such as:
Private offices
Dedicated desks
Hot-desking areas
Meeting rooms of various sizes
Allow customers to choose the option that suits their needs best and provide as much flexibility as you can for upgrades (or downgrades) to meet their changing business needs.
Provide Access to Amenities and Services
Enhance the customer experience by offering convenient amenities and services, such as:
On-site cafes or coffee bars
Snack bars – provide healthy options as well as indulgent treats
Printing and scanning facilities
Mail handling – as archaic as the regular post is becoming, it still has its place
Health and fitness-related spaces, equipment, or discounted memberships
Also, consider partnering with local businesses to offer exclusive discounts or benefits to your customers, further adding value to their experience.
Implement Health and Wellness Initiatives
With a growing focus on employee well-being, integrating health and wellness initiatives into your flexible workspace can significantly enhance the customer experience:
Consider providing access to fitness facilities, yoga or meditation rooms
Partner with wellness professionals to offer on-site services, like massage therapy or stress management workshops
Supporting a healthy lifestyle within the workspace encourages work-life balance and promotes a positive, nurturing environment that will surely boost customer loyalty and retention.
Implement Technology for Seamless Operations
In today’s epic tech world, businesses must leverage technology to streamline operations and enhance the customer experience:
Utilize a user-friendly online booking system that allows customers to easily reserve meeting rooms or workspaces
Implement digital access control systems for a hassle-free entry and exit process
Use customer relationship management (CRM) software to track customer preferences and tailor your services accordingly
Adopting technology not only improves efficiency but also demonstrates your commitment to providing a modern and convenient workspace – it’s imperative to move with the times if you want to stay relevant.
Personalized Services and Customization
Recognize that each customer has unique needs and preferences:
Offer personalized services and customization options to cater to their specific requirements
Allow customers to choose the layout of their workspace, personalize their desks with pictures or decorations, or provide options for office branding
Offering tailored solutions demonstrates a commitment to understanding and fulfilling individual needs, fostering a deeper connection with your customers.
Offer Excellent Customer Support
Customer service is a team sport, and providing prompt and helpful customer support is essential for a positive customer experience:
Ensure your staff is well-trained to assist customers with any inquiries, technical issues, or requests
Implement multiple channels of communication, such as phone, email, or chat support, to cater to different customer preferences
Respond promptly to customer feedback and address any concerns or suggestions they may have
A proactive and customer-centric approach will make customers feel valued and appreciated.
Regularly Seek Customer Feedback
To continuously improve the customer experience, it’s essential to gather feedback from your customers:
Conduct regular surveys or provide feedback forms to understand their needs and preferences better
Actively listen to their suggestions and implement changes accordingly
Engage in personal conversations to gather qualitative feedback and gain deeper insights into their experiences
By involving your customers in the improvement process, you demonstrate your commitment to customer satisfaction.
Focus on Sustainability and Green Initiatives
Sustainability is more than trending; it’s the now, and the future and business success increasingly depends upon a green approach:
Incorporate sustainable practices into your flexible workspace to attract environmentally-conscious customers
Use energy-efficient lighting, recycling programs, and eco-friendly materials
Encourage customers to adopt sustainable practices within the workspace, such as reducing paper usage and promoting recycling
By aligning with their values, you create a positive and responsible image for your workspace.
Continuous Improvement and Innovation
Providers can create an exceptional, memorable workspace experience for their customers when they put their mind to it; a positive customer experience not only leads to increased customer retention but also encourages word-of-mouth referrals, contributing to the long-term success of your venture – set your sights on creating raving fans of your workspace and commit to continuous improvement and innovation to keep them on their toes.
Srushti Shah is the Head of Product Marketing for Middleware. Her key focus is to serve her clients with the latest innovations in her field, leading to fast and effective results.
Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line
October 24, 2023
If I Don’t Do It, Who Will?
Not long ago, I wrote an article and created a video on
Doing More Than Expected
– even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests. I jokingly asked him, “Was moving patio furniture included in your job description?” He said, “I just do what it takes.” That’s a great attitude to have. First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. Second, you have to be empowered to make those choices and act on them.
I’m reminded of an employee who fixed things around the office. If he saw something that wasn’t right, he made it right. For example, we had a frame with a motivational quote that we changed every week. One week later, the quote and picture frame were crooked. I noticed it, and while it bothered me a bit, it wasn’t worth saying anything about it. By the end of the day, it was fixed.
If I don’t do it, who will?
I knew who did it, but I still asked loud enough for others to hear, “Who fixed the weekly quote?” The answer, of course, was the same guy who fixed everything around the office. I thanked him and asked him why he handles things like this. He said, “If I don’t do it, who will?”
I love those seven words. “If I don’t do it, who will?” is right up there with “I just do what it takes.” These are the mindsets of people who go the extra mile, and by the way, it’s not really an extra mile. Often, it’s just a tiny bit more effort, if any. It’s just doing it because, “If they don’t, who will?”
When someone comes to work for you, whatever their role and responsibility, you hope they are good at it. If all they do is that role and don’t care to do anything else, such as fixing a crooked piece of art in a frame, you would still be happy with their work. But what if another employee did the same and, in addition, was willing to fix the metaphorical piece of art in a frame, even without being asked? Who would you rather have working for you?
Your answer is most likely the second option. That employee is the type of team member who will do whatever they can to take care of their internal and external customers. Why? Because they do what it takes and know, “If I don’t do it, who will?”
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.
October 23, 2023
The Transformational Economy
Top Takeaways:
Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience.
Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.
Manipulative motivation, where companies use data to manipulate customers for their own needs, is not the ideal approach. Meaningful motivation focuses on creating experiences that genuinely respond to customers’ needs and desires.
The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric (e.g., weight loss) to a holistic approach, companies can create more meaningful and impactful experiences.
The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric to a holistic approach, companies can create more meaningful and impactful experiences.
Understanding what matters to customers and aligning business strategies and experiences to those needs is crucial. Companies can build strong, lasting relationships with their target audience by putting customers at the center and designing experiences around their motivations.
Plus, Shep and Aransas discuss which industries transformational experiences apply to. Tune in!
Quotes:
“The transformation economy is about understanding what truly motivates and inspires customers to create lasting change in their lives.”
“Meaningful motivation is understanding your customer. It is discovering what excites and energizes them and then builds an experience that responds to those needs.”
“Meaningful motivation creates a more lasting, meaningful, and valuable relationship with the customer and the company.”
“The transformation economy is recession-proof because it is timeless. Historically, humans have always looked for support when making a change in our lives.”
Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel and the co-host of the Experience Strategy Podcast. She has worked with leading brands such as Weight Watchers, Best Buy, Truist Bank, and Clayton Homes.
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 does the transformation economy mean?
What is meaningful motivation?
How can companies create a transformational experience for their customers?
Why is it essential to understand the needs and motivations of customers in designing a successful experience?
How can companies move away from manipulative motivation and focus on meaningful motivation?
Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience.
Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.
Manipulative motivation, where companies use data to manipulate customers for their own needs, is not the ideal approach. Meaningful motivation focuses on creating experiences that genuinely respond to customers’ needs and desires.
The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric (e.g., weight loss) to a holistic approach, companies can create more meaningful and impactful experiences.
The power of transformation lies in unlocking and understanding the transformational aspects of a program or service. By shifting focus from just one metric to a holistic approach, companies can create more meaningful and impactful experiences.
Understanding what matters to customers and aligning business strategies and experiences to those needs is crucial. Companies can build strong, lasting relationships with their target audience by putting customers at the center and designing experiences around their motivations.
Plus, Shep and Aransas discuss which industries transformational experiences apply to. Tune in!
Quotes:
“The transformation economy is about understanding what truly motivates and inspires customers to create lasting change in their lives.”
“Meaningful motivation is understanding your customer. It is discovering what excites and energizes them and then builds an experience that responds to those needs.”
“Meaningful motivation creates a more lasting, meaningful, and valuable relationship with the customer and the company.”
“The transformation economy is recession-proof because it is timeless. Historically, humans have always looked for support when making a change in our lives.”
About:
Shep Hyken interviews Aransas Savas, the experience designer at Stone Mantel and the co-host of the Experience Strategy Podcast. She has worked with leading brands such as Weight Watchers, Best Buy, Truist Bank, and Clayton Homes.
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 does the transformation economy mean?
What is meaningful motivation?
How can companies create a transformational experience for their customers?
Why is it essential to understand the needs and motivations of customers in designing a successful experience?
How can companies move away from manipulative motivation and focus on meaningful motivation?
Top 5 Customer Service & CX Articles for Week of October 23, 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.
Constructing Care: How Your Customers Know They Matter by Chip Bell
(Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises can ring hollow without concrete proof. And caring is the foundation of trust and the preamble to loyalty.
My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty.
4 Tips for Small Businesses to Get More Customer Reviews — and What to Do With the Feedback by Erica Sweeney
(Insider Business) As a small business with a slim marketing budget, Caroline Elston, a cofounder of the Indiana company, told Insider that customer reviews had helped Platterful raise brand awareness and increase sales since it launched in 2021.
My Comment: Almost any business can benefit from reviews. Of course, we would love all reviews to be positive. Consider that most consumers look at reviews before making a purchase. This short article has several tips on how to get reviews, why you want reviews, and more.
The Future of Customer Loyalty by Rajesh Midha
(Fast Company) Customer loyalty is evolving. Mechanically-driven programs are a thing of the past. There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.
My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion. That’s why I was excited to read the first paragraph of this article, which emphasized the emotional connection you want customers to have with your business or brand. In addition to customers liking your products and the experience, they must trust you. Trust is the difference between a satisfied customer and a loyal customer.
Five Ways AI Can Optimize The Customer Journey by Robyn Rawlings
(Chief Executive) Enter artificial intelligence (AI): one of the most promising innovations of the 21st century. From ChatGPT to Google Bard, AI tools are taking the world by storm and redefining how we think about everything from workplace collaboration to the customer journey. But AI isn’t just a recent phenomenon. Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so.
My Comment: The future of the contact center is happening today! AI has been around for years, but not the way it’s being used in today’s modern contact center. The ability to manage basic questions and issues with an AI-infused bot is becoming the norm. In addition, customer support agents are using AI to help them get the right answers for their customers, making the agents “smarter” and more efficient.
Eight Key Communication Lessons That Can Improve Your Customer Relationships by Forbes Councils Member
(Forbes) When it comes to communicating with customers, every company has their own way of doing things. Whether it’s following the “the customer is always right” rule or following a pre-written script designed to deescalate conflict, each customer service team draws on their past experiences to communicate with customers in the most effective way. But as this is a process that evolves over time, the practices you follow now may not be the same ones you used when you started.
My Comment: I love a good list of ideas, suggestions, and lessons. This article features eight members of the Forbes Young Entrepreneurs Council (YEC), each serving up their favorite strategies and tactics in the area of communications. I especially like lesson number eight, which is that sometimes, no communication is the best communication.
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.
Constructing Care: How Your Customers Know They Matter by Chip Bell
(Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises can ring hollow without concrete proof. And caring is the foundation of trust and the preamble to loyalty.
My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty.
4 Tips for Small Businesses to Get More Customer Reviews — and What to Do With the Feedback by Erica Sweeney
(Insider Business) As a small business with a slim marketing budget, Caroline Elston, a cofounder of the Indiana company, told Insider that customer reviews had helped Platterful raise brand awareness and increase sales since it launched in 2021.
My Comment: Almost any business can benefit from reviews. Of course, we would love all reviews to be positive. Consider that most consumers look at reviews before making a purchase. This short article has several tips on how to get reviews, why you want reviews, and more.
The Future of Customer Loyalty by Rajesh Midha
(Fast Company) Customer loyalty is evolving. Mechanically-driven programs are a thing of the past. There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.
My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion. That’s why I was excited to read the first paragraph of this article, which emphasized the emotional connection you want customers to have with your business or brand. In addition to customers liking your products and the experience, they must trust you. Trust is the difference between a satisfied customer and a loyal customer.
Five Ways AI Can Optimize The Customer Journey by Robyn Rawlings
(Chief Executive) Enter artificial intelligence (AI): one of the most promising innovations of the 21st century. From ChatGPT to Google Bard, AI tools are taking the world by storm and redefining how we think about everything from workplace collaboration to the customer journey. But AI isn’t just a recent phenomenon. Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so.
My Comment: The future of the contact center is happening today! AI has been around for years, but not the way it’s being used in today’s modern contact center. The ability to manage basic questions and issues with an AI-infused bot is becoming the norm. In addition, customer support agents are using AI to help them get the right answers for their customers, making the agents “smarter” and more efficient.
Eight Key Communication Lessons That Can Improve Your Customer Relationships by Forbes Councils Member
(Forbes) When it comes to communicating with customers, every company has their own way of doing things. Whether it’s following the “the customer is always right” rule or following a pre-written script designed to deescalate conflict, each customer service team draws on their past experiences to communicate with customers in the most effective way. But as this is a process that evolves over time, the practices you follow now may not be the same ones you used when you started.
My Comment: I love a good list of ideas, suggestions, and lessons. This article features eight members of the Forbes Young Entrepreneurs Council (YEC), each serving up their favorite strategies and tactics in the area of communications. I especially like lesson number eight, which is that sometimes, no communication is the best communication.
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.
October 17, 2023
Curiosity Makes a Better CX
“Curiosity killed the cat.” According to Wikipedia, this saying first appeared in a 1598 play, Every Man in His Humour, by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information. Knowing more is not always best.That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. And that kind of curiosity shows up in the questions they ask.
Here’s another quote for you to ponder, and this one is from Dan Sullivan, founder of the Strategic Coach program. He says, “In a world where everyone is vying to be the most interesting, be the one who is most interested.” In other words, be curious. Sullivan says to ask genuine questions, actively listen, and take the opportunity to get to know clients and customers anytime you have contact with them.
The idea of curiosity in customer service is simple. Ask more questions. Once you understand what the customer is asking for or what the underlying issue is, ask more questions for the purpose of clarity and understanding.
Certain types of questions are better than others. For example, open-ended questions allow you to gather more information. An example would be, “Can you please tell me what was happening right before the problem began?” A follow-up question such as, “Can you elaborate on that?” shows you’re actively listening. You may even let the customer know you’re taking notes. But be careful about asking too many “closed-ended questions.” These are questions that require simple yes or no responses. You don’t need to avoid them altogether, but too many yes/no questions could make a customer feel like they are in a courtroom being cross-examined by an unfriendly attorney.
Your goal is to grasp what the customer needs, and asking the right questions shows you are interested in helping the customer. It also demonstrates empathy, as the right questions show you are taking the time to understand the customer. And the right questions build trust. They help make the customer feel as if they are valued and heard.
Curiosity may have killed the cat, but it will give life to your customer relationships!
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.
October 16, 2023
Cisco’s Four Key Steps to Enhancing Customer Experience
Top Takeaways:
Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience.
Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention.
Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.
Embrace AI. To handle customer experience (CX) on a large scale, go beyond manual, human-driven processes. Instead, focus on meeting customer expectations for instant responses, relevant content, and smart, seamless experiences across multiple channels.
Scale digitally in lockstep with selling partners. Create a comprehensive digital experience encompassing partners, customers, and internal teams. This enables everyone to access a unified, real-time view of the entire customer journey.
Measure what matters. The metric that matters the most is the success and thriving of the customer’s business.
To create a successful digital customer experience, businesses must focus on reaching customers directly and through different channels, tailoring their approach based on customer preferences and needs. Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner.
Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Tune in!
Quotes:
“We are now in the age of the customer where customers can quickly and easily switch vendors if they want to. Every company must develop a customer experience that brings customers to the value they’re looking for quickly, without a lot of hurdles.”
“Customers prefer digital self-serve interactions with the opportunity for a human fallback if needed.”
“We are moving from the fear of AI to at least dipping our toes in the water because it is here to stay. Businesses must explore leveraging it to optimize their processes internally and provide a personalized customer experience.”
Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker. He was a founding member of Cisco‘s CX function, contributing to the development of the company’s digital customer experience strategy.
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 the key steps to delivering a great customer experience?
How can companies improve their digital customer experience?
How can businesses increase customer adoption and retention through digital customer experience?
What impact has the digital age had on customer experience?
How can companies leverage digital channels to reach and engage with customers effectively?
Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience.
Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention.
Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.
Embrace AI. To handle customer experience (CX) on a large scale, go beyond manual, human-driven processes. Instead, focus on meeting customer expectations for instant responses, relevant content, and smart, seamless experiences across multiple channels.
Scale digitally in lockstep with selling partners. Create a comprehensive digital experience encompassing partners, customers, and internal teams. This enables everyone to access a unified, real-time view of the entire customer journey.
Measure what matters. The metric that matters the most is the success and thriving of the customer’s business.
To create a successful digital customer experience, businesses must focus on reaching customers directly and through different channels, tailoring their approach based on customer preferences and needs. Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner.
Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Tune in!
Quotes:
“We are now in the age of the customer where customers can quickly and easily switch vendors if they want to. Every company must develop a customer experience that brings customers to the value they’re looking for quickly, without a lot of hurdles.”
“Customers prefer digital self-serve interactions with the opportunity for a human fallback if needed.”
“We are moving from the fear of AI to at least dipping our toes in the water because it is here to stay. Businesses must explore leveraging it to optimize their processes internally and provide a personalized customer experience.”
About:
Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker. He was a founding member of Cisco‘s CX function, contributing to the development of the company’s digital customer experience strategy.
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 the key steps to delivering a great customer experience?
How can companies improve their digital customer experience?
How can businesses increase customer adoption and retention through digital customer experience?
What impact has the digital age had on customer experience?
How can companies leverage digital channels to reach and engage with customers effectively?
Top 5 Customer Service & CX Articles for Week of October 16, 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.
What Is Good Customer Service: A Detailed Guide by Salesforce Staff
(Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company. It includes the entire experience, from initial contact to final sale and beyond.
My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. It is filled with stats and findings from the research that Salesforce does throughout the year. Customers’ expectations have changed. We must keep up, or we’ll be playing keep-up!
The Business Case for Love by Marcus Buckingham
(Harvard Business Review) While AI is a game changer, it is far from the most powerful force in business today. The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. When someone says they “love” doing a certain activity, his research has found that it’s not a careless exaggeration — it means that when doing the activity, the person is flourishing. Employees who love what they do feel at ease, in control, deeply absorbed in what they’re doing, and are more productive. Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Yet most businesses don’t study why people love their product or love working for them, nor do they have a strategy for unleashing it. This article offers examples of how organizations can design love into their offerings.
My Comment: Marcus Buckingham is one of my favorite speakers and business authors. In this excellent HBR article, he brings up the concept of “love,” one of the deepest and most meaningful emotions. And with AI and digital experiences, how can we maintain customer love? Read this article to find out how to work “love” into your business strategy.
Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed
(Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Now, brands are taking notes and working on innovating and devising products and services that customers believe in. By conscientiously creating offerings to make consumers feel valued and needed, brands foster greater customer centricity.
My Comment: People define “customer centricity” in different ways. The one thing they all have in common is the definitions are always about creating a better customer experience. This article lists ten “factors” that can help a brand excel in focusing on a better customer experience.
Reinventing Customer Experiences with Generative AI and Amazon Connect by Michael Wallace and Andrea Caldwell
(No Jitter) The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music.
My Comment: Today’s lesson about Generative AI comes from Amazon. McKinsey believes that customer experience (CX) is one of the most powerful uses of this technology. Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers.
How Do Your Customers Experience Your Company Culture? 5 Ways to Create Customer Loyalty by Jason Zickerman
(Entrepreneur) Most cultural efforts are designed first and foremost to provide a positive employee experience (EX). EX design is one of the fastest-growing HR initiatives today. At its core, it refers to a strategic approach to creating a positive and engaging work environment. And it works. EX design quantifiably increases employee satisfaction and decreases churn. So, how about we extend that value-based culture approach to our customer experience?
My Comment: A better customer experience doesn’t start with a focus on customers. It starts by focusing on employees and creating a positive company culture. The author includes a list of five ways to integrate the company culture and values into the customer experience. I may sound like a broken record (I mention this quite often), but it is worth repeating: What is happening on the inside of the company is felt on the outside by customers.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
What Is Good Customer Service: A Detailed Guide by Salesforce Staff
(Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company. It includes the entire experience, from initial contact to final sale and beyond.
My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. It is filled with stats and findings from the research that Salesforce does throughout the year. Customers’ expectations have changed. We must keep up, or we’ll be playing keep-up!
The Business Case for Love by Marcus Buckingham
(Harvard Business Review) While AI is a game changer, it is far from the most powerful force in business today. The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. When someone says they “love” doing a certain activity, his research has found that it’s not a careless exaggeration — it means that when doing the activity, the person is flourishing. Employees who love what they do feel at ease, in control, deeply absorbed in what they’re doing, and are more productive. Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Yet most businesses don’t study why people love their product or love working for them, nor do they have a strategy for unleashing it. This article offers examples of how organizations can design love into their offerings.
My Comment: Marcus Buckingham is one of my favorite speakers and business authors. In this excellent HBR article, he brings up the concept of “love,” one of the deepest and most meaningful emotions. And with AI and digital experiences, how can we maintain customer love? Read this article to find out how to work “love” into your business strategy.
Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed
(Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Now, brands are taking notes and working on innovating and devising products and services that customers believe in. By conscientiously creating offerings to make consumers feel valued and needed, brands foster greater customer centricity.
My Comment: People define “customer centricity” in different ways. The one thing they all have in common is the definitions are always about creating a better customer experience. This article lists ten “factors” that can help a brand excel in focusing on a better customer experience.
Reinventing Customer Experiences with Generative AI and Amazon Connect by Michael Wallace and Andrea Caldwell
(No Jitter) The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music.
My Comment: Today’s lesson about Generative AI comes from Amazon. McKinsey believes that customer experience (CX) is one of the most powerful uses of this technology. Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers.
How Do Your Customers Experience Your Company Culture? 5 Ways to Create Customer Loyalty by Jason Zickerman
(Entrepreneur) Most cultural efforts are designed first and foremost to provide a positive employee experience (EX). EX design is one of the fastest-growing HR initiatives today. At its core, it refers to a strategic approach to creating a positive and engaging work environment. And it works. EX design quantifiably increases employee satisfaction and decreases churn. So, how about we extend that value-based culture approach to our customer experience?
My Comment: A better customer experience doesn’t start with a focus on customers. It starts by focusing on employees and creating a positive company culture. The author includes a list of five ways to integrate the company culture and values into the customer experience. I may sound like a broken record (I mention this quite often), but it is worth repeating: What is happening on the inside of the company is felt on the outside by customers.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
October 12, 2023
Guest Post: 10 SMS Automation Best Practices for Exceptional Customer Satisfaction
This week, we feature an article by Philip Portman, Founder/CEO of Textdrip, a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions.
In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences. When leveraged effectively, SMS automation can not only enhance customer satisfaction but also boost engagement and loyalty. Here are the best practices for adopting the full potential of SMS automation to deliver outstanding customer experiences.
Obtaining Permission and Consent
Before you start sending SMS messages to customers, it’s imperative to gain their explicit permission and consent. This not only ensures compliance with legal regulations but also respects your audience’s preferences. Customers who willingly opt-in to receive SMS messages are more likely to engage with your brand positively.
To obtain consent, consider implementing opt-in checkboxes during sign-up processes or clearly state the terms and conditions of SMS communication. Respect opt-out requests promptly to maintain a positive brand image.
Segmentation for Targeted Messaging
One-size-fits-all messaging rarely works in the world of SMS automation. Instead, segment your customer list based on preferences, behaviors, or demographics. Segmentation allows you to send tailored messages that resonate with specific groups of customers. For instance, you can send different messages to new customers, loyal customers, or those who abandoned their shopping carts. Segmentation increases the relevance of your messages and enhances customer engagement, ultimately leading to better experiences.
Personalization for a Personal Touch
Customers appreciate when businesses take the time to personalize their messages. Use customer data to include the recipient’s name and reference past interactions or purchases.A report by Accenture Interactive revealed that 91% of consumers are more likely to shop with brands that provide personalized offers and recommendations. Personalized SMS messages can significantly influence customer satisfaction and purchasing decisions.
For example, a message like, “Hi [Customer’s Name], we noticed you enjoyed our latest product. Here’s an exclusive offer just for you!” can go a long way in making customers feel valued and recognized.
Timing and Frequency Considerations
The timing of your SMS messages can significantly impact their effectiveness. Avoid sending SMS messages during late hours or inconvenient times to prevent annoying customers. Additionally, be mindful of message frequency. Too many messages can lead to customer frustration, while infrequent communication may result in missed opportunities. A survey conducted by Twilio found that 85% of respondents preferred to receive appointment reminders via text message, showcasing the relevance of SMS and the importance of timing in messaging.
Find the right balance by considering your audience’s preferences and behaviors. Sending messages at optimal times and frequencies can maximize engagement and create positive experiences.
Crafting Value-Driven Content
Every SMS message should provide value to the recipient. Whether it’s a special offer, important information, or exclusive updates, ensure that the content is relevant and beneficial to the customer. When customers consistently find value in your messages, they are more likely to stay engaged and loyal to your brand.
Clear Calls to Action (CTAs)
To drive customer engagement, include clear and actionable Calls to Action (CTAs) in your SMS messages. Whether it’s encouraging customers to click a link, make a call, or visit your store, make the desired action explicit. A well-crafted CTA can guide customers on the next steps, increasing the chances of conversion and a positive experience.
Keeping Messages Short and Concise
SMS messages come with character limits, so it’s crucial to convey your message concisely. Get to the point and provide essential information within the constraints. Avoid long-winded messages that may overwhelm recipients or be cut off.
Utilizing Visuals and Links
Incorporate links in your SMS messages to direct customers to your website, app, or landing page for additional information. Visuals, if applicable, can also enhance engagement. Multimedia messages (MMS) can include images or videos that provide a richer experience for customers.
Two-Way Communication and Engagement
In the world of SMS automation, it’s not just about sending messages but also about fostering two-way communication. Allow customers to respond to your messages, and be prepared to engage in meaningful conversations. Whether it’s answering questions, addressing concerns, or providing personalized assistance, being responsive creates a sense of connection and demonstrates your commitment to customer satisfaction.
Two-way Texting can also be leveraged for feedback collection. Encourage customers to share their thoughts and opinions through SMS, and use this valuable feedback to refine your messaging and improve the overall customer experience.
Automation Rules and Triggers
Efficiency is a key benefit of SMS automation, and you can take it a step further by implementing automation rules and triggers based on customer actions. For instance, after a customer makes a purchase, you can set up an automated “Thank You” message with a special discount for their next purchase. If a customer abandons their shopping cart, an automated reminder SMS can prompt them to complete the purchase.
By setting up these rules and triggers, you not only save time and resources but also ensure that your SMS messages are timely and relevant. This proactive approach enhances customer experiences and can lead to increased sales and customer trust.
In conclusion, SMS automation can be a powerful tool for delivering exceptional customer experiences. By following these best practices, you can not only improve customer engagement and loyalty but also ensure that your SMS campaigns comply with regulations and respect customer preferences. Remember that SMS automation, when executed thoughtfully, can be a win-win for both your business and your valued customers.
Philip Portman is the Founder and Chief Executive Officer of Textdrip. Beyond his success with Textdrip, Phil has a track record of launching multiple startups, including Landline Remover, Argos Automation, Recruitdrip, and more.
Read Shep’s latest Forbes article: Embrace Customer Expectations: Master The Customer Hierarchy Of Needs
In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences. When leveraged effectively, SMS automation can not only enhance customer satisfaction but also boost engagement and loyalty. Here are the best practices for adopting the full potential of SMS automation to deliver outstanding customer experiences.
Obtaining Permission and Consent
Before you start sending SMS messages to customers, it’s imperative to gain their explicit permission and consent. This not only ensures compliance with legal regulations but also respects your audience’s preferences. Customers who willingly opt-in to receive SMS messages are more likely to engage with your brand positively.
To obtain consent, consider implementing opt-in checkboxes during sign-up processes or clearly state the terms and conditions of SMS communication. Respect opt-out requests promptly to maintain a positive brand image.
Segmentation for Targeted Messaging
One-size-fits-all messaging rarely works in the world of SMS automation. Instead, segment your customer list based on preferences, behaviors, or demographics. Segmentation allows you to send tailored messages that resonate with specific groups of customers. For instance, you can send different messages to new customers, loyal customers, or those who abandoned their shopping carts. Segmentation increases the relevance of your messages and enhances customer engagement, ultimately leading to better experiences.
Personalization for a Personal Touch
Customers appreciate when businesses take the time to personalize their messages. Use customer data to include the recipient’s name and reference past interactions or purchases.A report by Accenture Interactive revealed that 91% of consumers are more likely to shop with brands that provide personalized offers and recommendations. Personalized SMS messages can significantly influence customer satisfaction and purchasing decisions.
For example, a message like, “Hi [Customer’s Name], we noticed you enjoyed our latest product. Here’s an exclusive offer just for you!” can go a long way in making customers feel valued and recognized.
Timing and Frequency Considerations
The timing of your SMS messages can significantly impact their effectiveness. Avoid sending SMS messages during late hours or inconvenient times to prevent annoying customers. Additionally, be mindful of message frequency. Too many messages can lead to customer frustration, while infrequent communication may result in missed opportunities. A survey conducted by Twilio found that 85% of respondents preferred to receive appointment reminders via text message, showcasing the relevance of SMS and the importance of timing in messaging.
Find the right balance by considering your audience’s preferences and behaviors. Sending messages at optimal times and frequencies can maximize engagement and create positive experiences.
Crafting Value-Driven Content
Every SMS message should provide value to the recipient. Whether it’s a special offer, important information, or exclusive updates, ensure that the content is relevant and beneficial to the customer. When customers consistently find value in your messages, they are more likely to stay engaged and loyal to your brand.
Clear Calls to Action (CTAs)
To drive customer engagement, include clear and actionable Calls to Action (CTAs) in your SMS messages. Whether it’s encouraging customers to click a link, make a call, or visit your store, make the desired action explicit. A well-crafted CTA can guide customers on the next steps, increasing the chances of conversion and a positive experience.
Keeping Messages Short and Concise
SMS messages come with character limits, so it’s crucial to convey your message concisely. Get to the point and provide essential information within the constraints. Avoid long-winded messages that may overwhelm recipients or be cut off.
Utilizing Visuals and Links
Incorporate links in your SMS messages to direct customers to your website, app, or landing page for additional information. Visuals, if applicable, can also enhance engagement. Multimedia messages (MMS) can include images or videos that provide a richer experience for customers.
Two-Way Communication and Engagement
In the world of SMS automation, it’s not just about sending messages but also about fostering two-way communication. Allow customers to respond to your messages, and be prepared to engage in meaningful conversations. Whether it’s answering questions, addressing concerns, or providing personalized assistance, being responsive creates a sense of connection and demonstrates your commitment to customer satisfaction.
Two-way Texting can also be leveraged for feedback collection. Encourage customers to share their thoughts and opinions through SMS, and use this valuable feedback to refine your messaging and improve the overall customer experience.
Automation Rules and Triggers
Efficiency is a key benefit of SMS automation, and you can take it a step further by implementing automation rules and triggers based on customer actions. For instance, after a customer makes a purchase, you can set up an automated “Thank You” message with a special discount for their next purchase. If a customer abandons their shopping cart, an automated reminder SMS can prompt them to complete the purchase.
By setting up these rules and triggers, you not only save time and resources but also ensure that your SMS messages are timely and relevant. This proactive approach enhances customer experiences and can lead to increased sales and customer trust.
In conclusion, SMS automation can be a powerful tool for delivering exceptional customer experiences. By following these best practices, you can not only improve customer engagement and loyalty but also ensure that your SMS campaigns comply with regulations and respect customer preferences. Remember that SMS automation, when executed thoughtfully, can be a win-win for both your business and your valued customers.
Philip Portman is the Founder and Chief Executive Officer of Textdrip. Beyond his success with Textdrip, Phil has a track record of launching multiple startups, including Landline Remover, Argos Automation, Recruitdrip, and more.
Read Shep’s latest Forbes article: Embrace Customer Expectations: Master The Customer Hierarchy Of Needs
October 10, 2023
Price Is Only Relevant in the Absence of Value
The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? It’s simple. It’s the value provided in the customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for.
Let’s talk about making price irrelevant. My good friend and fellow customer experience expert John DiJulius has often said, “Make price irrelevant.” He and I jab at each other over this statement. I’ve said, “Make price less relevant. There’s no way you can make price completely irrelevant.” John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. I can live with that because he’s right. We’re just using different words to get us to the same outcome.
So, let’s not get caught up in the semantics of these two sentences. We are both in alignment, and you should be, too.
Furthermore, this way of thinking crosses over to the employee experience (EX). Can you create an employment opportunity so fulfilling that people would line up to apply for the job, even though they might make more elsewhere? There are companies, like Disney, that have achieved that. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer. Of course, every company, Disney included, has to be somewhat competitive with compensation and benefits. But in the end, for many, happiness and fulfillment are more important than a few extra dollars in their paycheck.
Let’s close by considering three ideas:
The Alignment: Value in the customer experience and employee experience is non-negotiable. You can’t have one without the other.
The Opportunity: Create experiences that are so enriching that neither customers nor employees can easily walk away, regardless of dollars.
The Challenge: I challenge you to define your version of value and make it so compelling you’re willing to include it in your mission and value statements.
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.
