Shep Hyken's Blog, page 38
August 21, 2023
Delivering a Customer Obsessed Service Experience with Mark Ang
Top Takeaways:
• Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees.
• To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Utilizing cutting-edge solutions like chatbots and AI can improve efficiency and reduce ticket volume, allowing the team to focus on handling complex support issues.
• Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media. Customers have high expectations when it comes to responsiveness, and meeting those expectations can significantly impact customer satisfaction and loyalty.
• Being proactive and using data to anticipate customer needs is a game-changer. By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support.
• While technology plays a significant role in improving customer service, human interaction remains essential. It’s about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience.
• Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today. Tune in!
Quotes:
“The goal is not to eliminate humans. The goal is to create more time for our people to deal with higher-level support requirements, manage more complex processes, and oversee different areas of the business.”
“Leverage data and insights to be as proactive as possible. Anticipate your customer’s needs and create confidence by getting ahead of issues before they occur.”
Mark Ang serves as the CEO and Co-Founder at GoBolt, an organization offering simple, customer-centric, and sustainable logistics solutions.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is customer obsession vital for businesses across industries and sizes?
How can businesses balance AI technology and human interaction?
What are the challenges of scaling a company while implementing new technology?
How can businesses leverage data and insights to provide proactive customer support?
How can businesses utilize technology to enhance customer experience?
• Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees.
• To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Utilizing cutting-edge solutions like chatbots and AI can improve efficiency and reduce ticket volume, allowing the team to focus on handling complex support issues.
• Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media. Customers have high expectations when it comes to responsiveness, and meeting those expectations can significantly impact customer satisfaction and loyalty.
• Being proactive and using data to anticipate customer needs is a game-changer. By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support.
• While technology plays a significant role in improving customer service, human interaction remains essential. It’s about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience.
• Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today. Tune in!
Quotes:
“The goal is not to eliminate humans. The goal is to create more time for our people to deal with higher-level support requirements, manage more complex processes, and oversee different areas of the business.”
“Leverage data and insights to be as proactive as possible. Anticipate your customer’s needs and create confidence by getting ahead of issues before they occur.”
“Exceptional customer support is not just about satisfying customers. It also contributes to building business value and enhancing brand reputation. Customers appreciate businesses that prioritize their needs and consistently deliver outstanding service.”
About:
Mark Ang serves as the CEO and Co-Founder at GoBolt, an organization offering simple, customer-centric, and sustainable logistics solutions.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Why is customer obsession vital for businesses across industries and sizes?
How can businesses balance AI technology and human interaction?
What are the challenges of scaling a company while implementing new technology?
How can businesses leverage data and insights to provide proactive customer support?
How can businesses utilize technology to enhance customer experience?
Top 5 Customer Service & CX Articles for the Week of August 21, 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 Rockets a Brand Into Cult Following Status? by BBC
(BBC) It’s not a product – it’s a lifestyle. Some brands, products and people reach a level of fandom others only dream of. The recipe is savvy marketing and a little serendipity.
My Comment: This is a very interesting article about the brands that have created cult-like status. However, you don’t need to be Apple, Harley Davidson, or Mattel (Barbie) to create a cult within your industry. The Cult of the Customer is within reach of every business. To start, they must deliver the value and experience that makes it happen.
How to Turn Your Customers Into Fans by Sofya Pogreb
(AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? While the journey to supporting your customers is different for every business, here are four tips that I’ve found helpful in leading teams to put customers first.
My Comment: I like the idea of referring to your happy and loyal customers as fans. This short lists has ideas you may have considered, but I want to emphasize the first idea, which is to lead with values that serve your customers. Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials).
The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C. Yesawich
(Medical Economics) Although the financial ROI that derives from patient loyalty applies to all health care service providers, it is especially significant for hospital systems and/or health care service provider networks that offer a broad array of health care services to patients in related facilities across different geographic locations over their lifetime of care.
My Comment: You don’t have to b in the healthcare industry to appreciate this article. It looks at an industry that has become a business that markets to potential customers (patients) and seeks a version of customer loyalty. And like any business, there is a lot to be learned by studying the hospitality industry.
It’s Time to Prioritize Customer Experience in B2B by Ali Schwanke
(MarTech) Modern B2B customers aren’t just expecting more these days — they’re downright demanding it. Clunky interfaces and slow responses won’t cut it anymore. Today’s customers want quick answers, personalized experiences, and zero redundant conversations. And why shouldn’t they? With today’s powerful marketing and sales platforms at our fingertips, there’s no excuse for falling short. It’s not just about making a sale. It’s about building trust and turning customers into lifelong fans.
My Comment: I’ve been preaching for years that B2B needs to create its version of a customer experience in line with B2C brands and organizations. Great brands (Apple, Amazon, Costco, Chick-fil-a, etc.) showcase what excellent service looks like and raise the bar for everyone, which means that B2B must accept the newer and higher expectations of its customers.
How Customer Reviews Can Make or Break Your Business by Scott Clark
(CMSWire) Customer reviews hold tremendous power and are capable of making or breaking even the most established brands. Positive reviews build credibility and trust, while negative reviews can deter potential customers and damage a brand’s reputation. Reviews enable customers to shape perceptions, provide constructive feedback and influence others for better or worse. Let’s take a look at the ways businesses are using reviews to increase sales, eliminate pain points, connect with customers, create testimonials and improve the customer experience.
My Comment: This excellent article emphasizes the importance of customer reviews. In a perfect world, every customer would leave a glowing 5-Star review, but that’s not reality. As the author points out, when a customer leaves a bad review, respond to it. My comment is to do so quickly. Done right, a bad review can be an opportunity to show the world that you stand behind your products and service.
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.
What Rockets a Brand Into Cult Following Status? by BBC
(BBC) It’s not a product – it’s a lifestyle. Some brands, products and people reach a level of fandom others only dream of. The recipe is savvy marketing and a little serendipity.
My Comment: This is a very interesting article about the brands that have created cult-like status. However, you don’t need to be Apple, Harley Davidson, or Mattel (Barbie) to create a cult within your industry. The Cult of the Customer is within reach of every business. To start, they must deliver the value and experience that makes it happen.
How to Turn Your Customers Into Fans by Sofya Pogreb
(AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? While the journey to supporting your customers is different for every business, here are four tips that I’ve found helpful in leading teams to put customers first.
My Comment: I like the idea of referring to your happy and loyal customers as fans. This short lists has ideas you may have considered, but I want to emphasize the first idea, which is to lead with values that serve your customers. Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials).
The Need for Greater Patient Loyalty: a Lesson From the Hospitality Industry by Peter C. Yesawich
(Medical Economics) Although the financial ROI that derives from patient loyalty applies to all health care service providers, it is especially significant for hospital systems and/or health care service provider networks that offer a broad array of health care services to patients in related facilities across different geographic locations over their lifetime of care.
My Comment: You don’t have to b in the healthcare industry to appreciate this article. It looks at an industry that has become a business that markets to potential customers (patients) and seeks a version of customer loyalty. And like any business, there is a lot to be learned by studying the hospitality industry.
It’s Time to Prioritize Customer Experience in B2B by Ali Schwanke
(MarTech) Modern B2B customers aren’t just expecting more these days — they’re downright demanding it. Clunky interfaces and slow responses won’t cut it anymore. Today’s customers want quick answers, personalized experiences, and zero redundant conversations. And why shouldn’t they? With today’s powerful marketing and sales platforms at our fingertips, there’s no excuse for falling short. It’s not just about making a sale. It’s about building trust and turning customers into lifelong fans.
My Comment: I’ve been preaching for years that B2B needs to create its version of a customer experience in line with B2C brands and organizations. Great brands (Apple, Amazon, Costco, Chick-fil-a, etc.) showcase what excellent service looks like and raise the bar for everyone, which means that B2B must accept the newer and higher expectations of its customers.
How Customer Reviews Can Make or Break Your Business by Scott Clark
(CMSWire) Customer reviews hold tremendous power and are capable of making or breaking even the most established brands. Positive reviews build credibility and trust, while negative reviews can deter potential customers and damage a brand’s reputation. Reviews enable customers to shape perceptions, provide constructive feedback and influence others for better or worse. Let’s take a look at the ways businesses are using reviews to increase sales, eliminate pain points, connect with customers, create testimonials and improve the customer experience.
My Comment: This excellent article emphasizes the importance of customer reviews. In a perfect world, every customer would leave a glowing 5-Star review, but that’s not reality. As the author points out, when a customer leaves a bad review, respond to it. My comment is to do so quickly. Done right, a bad review can be an opportunity to show the world that you stand behind your products and service.
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.
August 18, 2023
Guest Post: AI-Driven Customer Service: Balancing Employee Well-being and Customer Satisfaction
This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos, an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.
In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities. AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences. Striking the right balance between employee well-being and customer satisfaction is crucial for sustainable growth and success. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.
Understanding AI-Driven Customer Service
How AI Enhances Customer Support Efficiency
AI brings automation and intelligence to customer support, enabling faster response times, streamlined processes, and efficient handling of customer queries. AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences.
The Need for a Balanced Approach: Employee and Customer Focus
While AI can significantly enhance customer service efficiency, it is essential to maintain a balanced approach that prioritizes both employees and customers. Ensuring that employees are equipped to handle AI technology effectively and comfortably is critical to providing exceptional customer service.
The Impact on Employee Wellbeing
Reducing Repetitive Tasks and Workload with AI
One significant benefit of AI in customer service is its ability to automate repetitive and mundane tasks, freeing up employees to focus on more complex and creative aspects of their roles. By relieving employees of routine tasks, AI can reduce stress and improve overall job satisfaction.
Empowering Employees with AI Insights and Automation
AI can empower employees by providing valuable insights and automating time-consuming tasks. Equipped with AI-driven insights, employees can make data-backed decisions, leading to improved customer interactions and job satisfaction.
Enhancing Customer Satisfaction with AI
AI-Driven Personalization and Recommendations
AI enables personalized customer experiences by analyzing customer data and preferences. By tailoring interactions to individual needs, companies can strengthen customer loyalty and satisfaction.
Real-Time Customer Assistance through Chatbots
Chatbots powered by AI can offer real-time assistance to customers, providing immediate responses to queries and resolving issues promptly. This round-the-clock availability enhances customer satisfaction and loyalty.
Analyzing Customer Data for Improved Experiences
AI can analyze vast amounts of customer data to identify patterns, trends, and pain points. Utilizing this data, companies can proactively address customer needs, leading to enhanced experiences and increased satisfaction.
Striking the Right Balance
Ensuring Employee Training and AI Adoption
Proper training and support are essential for employees to embrace AI effectively. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.
Addressing Employee Concerns and Insecurities
As AI becomes more prevalent in customer service, employees may experience concerns about job security or the potential for reduced human interaction. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.
Measuring Success: Key Performance Indicators (KPIs)
Customer Satisfaction Metrics and Feedback
Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service. Regular feedback provides insights into areas of improvement and customer preferences.
Employee Engagement and Satisfaction Metrics
Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience. High employee engagement is often indicative of a successful and balanced AI implementation.
Aligning KPIs with Organizational Goals
Ensuring that KPIs align with organizational goals enables companies to track progress and evaluate the impact of AI on both customer satisfaction and employee wellbeing. This alignment helps in making data-driven decisions and fine-tuning the AI strategy.
Conclusion
AI-driven customer service presents a game-changing opportunity for businesses to enhance customer experiences and improve efficiency. However, it is essential to strike a balance that prioritizes employee well-being alongside customer satisfaction. By empowering employees with AI insights, reducing repetitive tasks, and addressing concerns, companies can create a positive work environment that fosters a culture of exceptional customer service. Embracing AI-driven customer service with a human-centric approach can lead to transformative results, driving organizational success and ensuring a harmonious relationship between employee well-being and customer satisfaction.
Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos. He is an expert in marketing technology and SaaS.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: The Impact Of Customer Service And CX On Your Customers
In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities. AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences. Striking the right balance between employee well-being and customer satisfaction is crucial for sustainable growth and success. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.
Understanding AI-Driven Customer Service
How AI Enhances Customer Support Efficiency
AI brings automation and intelligence to customer support, enabling faster response times, streamlined processes, and efficient handling of customer queries. AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences.
The Need for a Balanced Approach: Employee and Customer Focus
While AI can significantly enhance customer service efficiency, it is essential to maintain a balanced approach that prioritizes both employees and customers. Ensuring that employees are equipped to handle AI technology effectively and comfortably is critical to providing exceptional customer service.
The Impact on Employee Wellbeing
Reducing Repetitive Tasks and Workload with AI
One significant benefit of AI in customer service is its ability to automate repetitive and mundane tasks, freeing up employees to focus on more complex and creative aspects of their roles. By relieving employees of routine tasks, AI can reduce stress and improve overall job satisfaction.
Empowering Employees with AI Insights and Automation
AI can empower employees by providing valuable insights and automating time-consuming tasks. Equipped with AI-driven insights, employees can make data-backed decisions, leading to improved customer interactions and job satisfaction.
Enhancing Customer Satisfaction with AI
AI-Driven Personalization and Recommendations
AI enables personalized customer experiences by analyzing customer data and preferences. By tailoring interactions to individual needs, companies can strengthen customer loyalty and satisfaction.
Real-Time Customer Assistance through Chatbots
Chatbots powered by AI can offer real-time assistance to customers, providing immediate responses to queries and resolving issues promptly. This round-the-clock availability enhances customer satisfaction and loyalty.
Analyzing Customer Data for Improved Experiences
AI can analyze vast amounts of customer data to identify patterns, trends, and pain points. Utilizing this data, companies can proactively address customer needs, leading to enhanced experiences and increased satisfaction.
Striking the Right Balance
Ensuring Employee Training and AI Adoption
Proper training and support are essential for employees to embrace AI effectively. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.
Addressing Employee Concerns and Insecurities
As AI becomes more prevalent in customer service, employees may experience concerns about job security or the potential for reduced human interaction. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.
Measuring Success: Key Performance Indicators (KPIs)
Customer Satisfaction Metrics and Feedback
Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service. Regular feedback provides insights into areas of improvement and customer preferences.
Employee Engagement and Satisfaction Metrics
Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience. High employee engagement is often indicative of a successful and balanced AI implementation.
Aligning KPIs with Organizational Goals
Ensuring that KPIs align with organizational goals enables companies to track progress and evaluate the impact of AI on both customer satisfaction and employee wellbeing. This alignment helps in making data-driven decisions and fine-tuning the AI strategy.
Conclusion
AI-driven customer service presents a game-changing opportunity for businesses to enhance customer experiences and improve efficiency. However, it is essential to strike a balance that prioritizes employee well-being alongside customer satisfaction. By empowering employees with AI insights, reducing repetitive tasks, and addressing concerns, companies can create a positive work environment that fosters a culture of exceptional customer service. Embracing AI-driven customer service with a human-centric approach can lead to transformative results, driving organizational success and ensuring a harmonious relationship between employee well-being and customer satisfaction.
Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos. He is an expert in marketing technology and SaaS.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: The Impact Of Customer Service And CX On Your Customers
August 16, 2023
Who Is To Blame For Poor Service?
The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Eventually, he pulled around to get his food. It was now my turn. I waited for the person to welcome me and ask what I wanted. It never happened. I then pulled around to the drive-through window. The employee inside ignored me. I tapped on the window, and she came over and said the restaurant was closed. I asked what time they closed, and she said 11. Then, I mentioned that it was not even 9:30. She shrugged and said, “I’m the only one here, and I’ve decided to close the restaurant.”
Who is to blame?
A few days later, I was with a high-level executive from a major restaurant chain and told her the story. She said, “It wasn’t the employee’s fault. It was her manager’s fault.”
The explanation was simple. The manager should never have allowed one employee to run a restaurant that takes a team of people. One, it’s impossible to do everything: taking orders, cooking the food, keeping the restaurant clean, and much more. Second, it’s just not safe to have one employee in the store, let alone late in the evening.
At some point, you must trust your employees to do a good job. Yet if they don’t, who is to blame? The employee at the fast-food restaurant was put into a situation and given responsibility beyond her capabilities. Whoever is in charge of hiring must hire the right people who are capable – or have the potential – of handling the job. Whoever is in charge of training must give the employee the skills needed to do the job. And whoever oversees scheduling must make sure the restaurant is appropriately staffed.
Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. Assuming the employee is capable, failure is often due to something or someone else.
The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers.
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.
August 14, 2023
Aligning Marketing and Training for a Consistent Customer Experience with Barry LaBov
Top Takeaways:
Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers.
Training is crucial in aligning employees with the brand’s unique experience. If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential.
Brands should aim to bridge the gap between their brand image and customer experience. If customers become excited about the product or brand, their expectations should be met or exceeded from the moment they interact with the business. Aligning the messaging and experience is crucial in maintaining customers’ enthusiasm.
Differentiating a product or brand starts from within. Before promoting to the world, it’s important to share and celebrate what makes the product unique with employees. Ensuring employees are knowledgeable promotes consistency and helps avoid miscommunication or confusion.
The right customer experience creates brand loyalty. Your brand’s reputation is created by every individual representing the brand. It’s important for employees throughout the organization to understand their role in shaping how customers perceive the brand. Regardless of location or demographic, customers expect a consistent and predictable experience.
Plus, Shep and Barry discuss how engaging one employee at a time can be more effective than mass engagement. Tune in!
Quotes:
How can companies bridge the gap between their brand image and customer experience?
Why is onboarding and training important in creating a consistent customer experience?
How can brands differentiate themselves from their competition?
What role does employee engagement play in creating a positive customer experience?
How can leaders ensure that employees find meaning and purpose in their work?
Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers.
Training is crucial in aligning employees with the brand’s unique experience. If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential.
Brands should aim to bridge the gap between their brand image and customer experience. If customers become excited about the product or brand, their expectations should be met or exceeded from the moment they interact with the business. Aligning the messaging and experience is crucial in maintaining customers’ enthusiasm.
Differentiating a product or brand starts from within. Before promoting to the world, it’s important to share and celebrate what makes the product unique with employees. Ensuring employees are knowledgeable promotes consistency and helps avoid miscommunication or confusion.
The right customer experience creates brand loyalty. Your brand’s reputation is created by every individual representing the brand. It’s important for employees throughout the organization to understand their role in shaping how customers perceive the brand. Regardless of location or demographic, customers expect a consistent and predictable experience.
Plus, Shep and Barry discuss how engaging one employee at a time can be more effective than mass engagement. Tune in!
Quotes:
“Marry the message to the experience. The marketing and promotion should be congruent with the actual experience the customer receives.”
“If your employees don’t believe that what they’re doing has any meaning, you can pay them all the money in the world, and it will not mean anything. As leaders, we must create meaning and purpose for everybody working with us.”
“Once you determine what makes your product and brand unique or different, do not promote it to the world until you first share it and celebrate it with your employees.”
About:
Barry LaBov is the founder of LABOV Marketing and Training in Fort Wayne, Indiana. He empowers brands to impress their customers and capture the hearts of their employees. He is the author of The Power of Differentiation, a book that helps leaders discover and share what makes their brands unique.
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 bridge the gap between their brand image and customer experience?
Why is onboarding and training important in creating a consistent customer experience?
How can brands differentiate themselves from their competition?
What role does employee engagement play in creating a positive customer experience?
How can leaders ensure that employees find meaning and purpose in their work?
Top 5 Customer Service & CX Articles for the Week of August 14, 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.
How to Use SEO and CX for Better Organic Performance by Veruska Anconitano
(Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience.
My Comment: A few years ago, I was purchasing a software program. I asked the salesperson how easy it is to get customer support. He said, “Google the question.” I did, and a YouTube video tutorial came up and showed me exactly how to do what I needed. It was so easy. This article is about that – and more. When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers.
Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar
(Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.
My Comment: The title implies this is everything you need to know about customer retention. That’s a pretty bold statement. While it’s not “everything,” plenty of ideas, definitions, formulas, and more can be found in this article. If customer retention is important to you (and you know it is), then hurry up and read this article!
11 Post-purchase Retention Tactics by Pamela Hazelton
(Practical Ecommerce) Retaining customers is easier and cheaper than securing new ones. Plus, happy customers refer friends and family. Here are 11 post-purchase tactics to prompt customers to return and encourage others.
My Comment: Another article on customer retention, and this time we have a list with eleven tips. I’ve always preached that one of the most important (maybe the most important) measurements in business is simple – Does the customer come back? Once a customer chooses to do business with us, what are we doing to get them to say, “I’ll be back.” Just read this article, and you’ll find ways to do exactly that.
6 Ways to Improve CX – Even if It’s Not in Your Job Description by Jeannie Walters
(CX Network) Even in the absence of dedicated leadership, investment or a coherent strategy, your organization is delivering some type of experience to its customers. If no one in the organization is responsible for looking at the journey experienced by a customer through the customer’s perspective, it is very possible that the experiences are unintentional, inconsistent, ordinary and fail to meet expectations.
My Comment: Who’s responsible for customer service in an organization? Everyone! And this article, but CX expert Jeanie Walters, explains how anyone within the organization can adopt and embrace the concept that CX is everyone’s job!
Why Great Employee Experience Leads to Great Customer Experience by Myles Suer
(CMSWire) A few weeks ago, Tiffani Bova released the The Experience Mindset. Armed with research, she proves you can’t have great CX without great EX and her data extends across industries. Tiffani quotes a real believer, the former chairman of Best Buy, who said, “The heart of business is the idea of pursuing a noble purpose, putting people at the center, creating the environment where you can release human magic, embrace all shareholders, and treat profit as an outcome.”
My Comment: I’ve included an article from and about Tiffani Bova’s new book, The Experience Mindset . Here’s another with a focus on one of my favorite CX topics – how a great employee experience leads to a great customer experience. This is a summary of an interview that Tiffany did for a video podcast. So don’t just read the article. Experience it with the video that’s included.
BONUS
The Human Factor: Redefining Customer Experience in a Digital World by Glance
(Glance) The abundance of digital tools and channels has transformed the way customers interact with businesses. Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks. However, there are moments when a more personal approach is needed. For instance, during high-value transactions or when customers encounter complex issues, the human touch becomes indispensable.
My Comment: I had the pleasure of interviewing Tom Martin, CEO of Glance, on Amazing Business Radio. The topic of the day was how human interactions play in today’s digital world. The Glance team did an excellent job of summarizing the episode in this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
How to Use SEO and CX for Better Organic Performance by Veruska Anconitano
(Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience.
My Comment: A few years ago, I was purchasing a software program. I asked the salesperson how easy it is to get customer support. He said, “Google the question.” I did, and a YouTube video tutorial came up and showed me exactly how to do what I needed. It was so easy. This article is about that – and more. When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers.
Here’s Everything You Need To Know About Customer Retention by Aryan Jakhar
(Inc42) Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.
My Comment: The title implies this is everything you need to know about customer retention. That’s a pretty bold statement. While it’s not “everything,” plenty of ideas, definitions, formulas, and more can be found in this article. If customer retention is important to you (and you know it is), then hurry up and read this article!
11 Post-purchase Retention Tactics by Pamela Hazelton
(Practical Ecommerce) Retaining customers is easier and cheaper than securing new ones. Plus, happy customers refer friends and family. Here are 11 post-purchase tactics to prompt customers to return and encourage others.
My Comment: Another article on customer retention, and this time we have a list with eleven tips. I’ve always preached that one of the most important (maybe the most important) measurements in business is simple – Does the customer come back? Once a customer chooses to do business with us, what are we doing to get them to say, “I’ll be back.” Just read this article, and you’ll find ways to do exactly that.
6 Ways to Improve CX – Even if It’s Not in Your Job Description by Jeannie Walters
(CX Network) Even in the absence of dedicated leadership, investment or a coherent strategy, your organization is delivering some type of experience to its customers. If no one in the organization is responsible for looking at the journey experienced by a customer through the customer’s perspective, it is very possible that the experiences are unintentional, inconsistent, ordinary and fail to meet expectations.
My Comment: Who’s responsible for customer service in an organization? Everyone! And this article, but CX expert Jeanie Walters, explains how anyone within the organization can adopt and embrace the concept that CX is everyone’s job!
Why Great Employee Experience Leads to Great Customer Experience by Myles Suer
(CMSWire) A few weeks ago, Tiffani Bova released the The Experience Mindset. Armed with research, she proves you can’t have great CX without great EX and her data extends across industries. Tiffani quotes a real believer, the former chairman of Best Buy, who said, “The heart of business is the idea of pursuing a noble purpose, putting people at the center, creating the environment where you can release human magic, embrace all shareholders, and treat profit as an outcome.”
My Comment: I’ve included an article from and about Tiffani Bova’s new book, The Experience Mindset . Here’s another with a focus on one of my favorite CX topics – how a great employee experience leads to a great customer experience. This is a summary of an interview that Tiffany did for a video podcast. So don’t just read the article. Experience it with the video that’s included.
BONUS
The Human Factor: Redefining Customer Experience in a Digital World by Glance
(Glance) The abundance of digital tools and channels has transformed the way customers interact with businesses. Chatbots, automated emails, and self-service portals have made it convenient for customers to find information and complete routine tasks. However, there are moments when a more personal approach is needed. For instance, during high-value transactions or when customers encounter complex issues, the human touch becomes indispensable.
My Comment: I had the pleasure of interviewing Tom Martin, CEO of Glance, on Amazing Business Radio. The topic of the day was how human interactions play in today’s digital world. The Glance team did an excellent job of summarizing the episode in this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
August 11, 2023
Guest Post: The Art of Making Your Customer Happy Through Listening Carefully
This week, we feature an article by Nandini Sharma, marketing manager at ProofHub. She writes about how to listen to your customers with the goal of connecting.
I am not here to talk about childish stuff like, “Listen to your customers.” Because everyone is doing it. I am here to talk about things that make a difference like “Listen to your customers to connect. ”
And believe me, that makes a difference.
96% of customers would leave your business if you deliver a bad customer experience.
How difficult is it to understand that the customers who are calling your company’s customer service are in need of help? me
All they expect in return is empathy and a quick solution.
Even if it is not your fault, empathizing with your customers is not going to harm you. And that’s the difference between ‘barely listening’ and ‘listening to connect.’
The purpose of one is just to rub off the query quickly and not take responsibility. Whereas the purpose of the other is to empathize with the customer and take responsibility for solving the problem.
Providing quality customer service experience is not that tough if you have the right understanding. But, at the same time, we can’t deny the fact that poor customer service is the second biggest reason companies lose their customers.
In this post, I have shed light on the art of making customers happy through careful listening.
What are the immediate impacts of listening to your customers carefully?
In today’s customer age, the customer has much more power at their disposal than earlier. One bad experience and your customer starts looking for the options.
Listening to your customer with a goal to connect tells your customers:
you clearly understand the issue
you empathize with the customer
you assured the customer that you are working on a solution
This is a perfect recipe for success.
It all starts with carefully listening.
We listen to understand. When this listening is paired with empathy, it converts into communication. Right there, you have built a relationship with the customer. Followed by the assurance of the solution and the solution itself, you deliver a perfect customer experience for your customer.
In a survey of satisfied customers, 28% of respondents said they were most impressed because the service rep listened to and understood their needs.
69% of respondents were happy because the customer service team was quick to respond.
Benefits of actively listening to your customers
Actively listening improves customer service directly. Here are some key benefits:
Increase customer retention: 88% of business executives believe listening drives customer retention. It is because more than 90% of customers will remain with a provider after a good customer service call.
Increase customer satisfaction: 86% of your customers will be happy to switch to another provider for better customer experience. Active listening helps you improve customer satisfaction.
Build customer loyalty: when you empathize with your customer, you build a trustworthy connection with your customers. It helps you boost brand loyalty, as 96% of customers with good customer service experience are loyal to the brand.
Opportunity to sell: Customer problems can be an opportunity to sell. If you listen carefully, you may be able to offer an upgraded solution that can benefit your customer.
Build a brand image: Soon, your organization can be known in the industry for your amazing customer experience if you keep delivering high-quality customer service. It will help you gain more business through referrals.
How to listen to your customers to connect?
Most customer service representatives know it is important to listen but do not know how to do it effectively.
Here is what it demands:
Let your customers speak: We listen to gather information and obtain understanding. Understanding helps us act wisely. Know what your customer wants and ask the right questions to obtain information.
Be patient: Patience is the key. Don’t just listen patiently just to come back with your predefined reply. Listen to understand. Process the information and offer the best possible solution.
Be humble: Many times, customers are not much aware of the product. Be humble while answering customer queries. It will help you calm the customer. Having good communication skills helps you effectively deal with frustrating situations.
Do not give excuses: It’s not our fault. Many times the customer knows this, and you can’t do much about it. But rather than just shedding the responsibility from your shoulder, empathize with your customers and try to offer an alternative solution.
Wrapping up!
There is little difference between listening for the sake of doing it and listening with the purpose of connecting. Mastering the art of listening to connect helps you empathize with your customers, serve them better, and build better relationships.
Nandini Sharma is the marketing manager at ProofHub, counted amongst the best Asana alternatives. She is always delighted to talk about SAAS, project management, marketing expertise, and teamwork.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Is Google A Top 10 Customer Service Experience Company?
I am not here to talk about childish stuff like, “Listen to your customers.” Because everyone is doing it. I am here to talk about things that make a difference like “Listen to your customers to connect. ”
And believe me, that makes a difference.
96% of customers would leave your business if you deliver a bad customer experience.
How difficult is it to understand that the customers who are calling your company’s customer service are in need of help? me
All they expect in return is empathy and a quick solution.
Even if it is not your fault, empathizing with your customers is not going to harm you. And that’s the difference between ‘barely listening’ and ‘listening to connect.’
The purpose of one is just to rub off the query quickly and not take responsibility. Whereas the purpose of the other is to empathize with the customer and take responsibility for solving the problem.
Providing quality customer service experience is not that tough if you have the right understanding. But, at the same time, we can’t deny the fact that poor customer service is the second biggest reason companies lose their customers.
In this post, I have shed light on the art of making customers happy through careful listening.
What are the immediate impacts of listening to your customers carefully?
In today’s customer age, the customer has much more power at their disposal than earlier. One bad experience and your customer starts looking for the options.
Listening to your customer with a goal to connect tells your customers:
you clearly understand the issue
you empathize with the customer
you assured the customer that you are working on a solution
This is a perfect recipe for success.
It all starts with carefully listening.
We listen to understand. When this listening is paired with empathy, it converts into communication. Right there, you have built a relationship with the customer. Followed by the assurance of the solution and the solution itself, you deliver a perfect customer experience for your customer.
In a survey of satisfied customers, 28% of respondents said they were most impressed because the service rep listened to and understood their needs.
69% of respondents were happy because the customer service team was quick to respond.
Benefits of actively listening to your customers
Actively listening improves customer service directly. Here are some key benefits:
Increase customer retention: 88% of business executives believe listening drives customer retention. It is because more than 90% of customers will remain with a provider after a good customer service call.
Increase customer satisfaction: 86% of your customers will be happy to switch to another provider for better customer experience. Active listening helps you improve customer satisfaction.
Build customer loyalty: when you empathize with your customer, you build a trustworthy connection with your customers. It helps you boost brand loyalty, as 96% of customers with good customer service experience are loyal to the brand.
Opportunity to sell: Customer problems can be an opportunity to sell. If you listen carefully, you may be able to offer an upgraded solution that can benefit your customer.
Build a brand image: Soon, your organization can be known in the industry for your amazing customer experience if you keep delivering high-quality customer service. It will help you gain more business through referrals.
How to listen to your customers to connect?
Most customer service representatives know it is important to listen but do not know how to do it effectively.
Here is what it demands:
Let your customers speak: We listen to gather information and obtain understanding. Understanding helps us act wisely. Know what your customer wants and ask the right questions to obtain information.
Be patient: Patience is the key. Don’t just listen patiently just to come back with your predefined reply. Listen to understand. Process the information and offer the best possible solution.
Be humble: Many times, customers are not much aware of the product. Be humble while answering customer queries. It will help you calm the customer. Having good communication skills helps you effectively deal with frustrating situations.
Do not give excuses: It’s not our fault. Many times the customer knows this, and you can’t do much about it. But rather than just shedding the responsibility from your shoulder, empathize with your customers and try to offer an alternative solution.
Wrapping up!
There is little difference between listening for the sake of doing it and listening with the purpose of connecting. Mastering the art of listening to connect helps you empathize with your customers, serve them better, and build better relationships.
Nandini Sharma is the marketing manager at ProofHub, counted amongst the best Asana alternatives. She is always delighted to talk about SAAS, project management, marketing expertise, and teamwork.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Is Google A Top 10 Customer Service Experience Company?
August 8, 2023
We All Know What CX Means, But What about EX, WX, DX, UX and More?
CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience, which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage. What’s happening on the inside is felt by customers on the outside.
WX stands for web experience. What experience do your customers have with your website? The WX is a very important part of the UX.
DX stands for digital experience. This is what customers experience when they interact with your company online. This could be on a website, on the Internet or with a bot. We must manage the DX if we want our customers to have a good CX.
These got my imagination going, and I decided to share a few others that I’ve come up with:
NX is for the nap experience. This is the comfortable place employees might enjoy a short nap during a stressful day.
YX is for the yawn experience. On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation?
PX stands for the procrastination experience, in which we rate our frustration when people don’t get things done on time.
RX is currently recognized as the abbreviation for a prescription. It originates from the Latin word “recipe,” meaning “to take,” as in a prescription. But, I’m assigning RX to the restroom experience. When I was looking for office space, I always checked out the restroom to see how well it was maintained. I assumed if they took good care of the restrooms, they would take care of the building.
You get the idea. The X’s—or experiences—in our lives can be labeled. Here’s an assignment for you. What are the different experiences your customers and employees have? Label them. Create an acronym. Have fun with them. And they don’t have to be just two words. Like CXE, which stands for customer experience excuse, the reason someone failed to deliver a good CX.
Once you come up with these abbreviations, don’t use them with your customers unless there is an obvious reason to do so. Using company jargon, acronyms and abbreviations the customer might not understand can be frustrating for them. However, if there is a fun one that, once you explain, will make your customers smile, go ahead and share. You’ll get a smile and your customers will know that you are thinking of them and always looking for ways to improve their eXperience.
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.
August 7, 2023
Creating a Destination Employment Experience with Alan Masarek
Top Takeaways:
Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities.
In today’s job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity. Companies need to create a work environment that employees never want to leave and would want to recommend to others.
Providing innovation without disrupting existing systems is a strategic approach for companies with large installations. The gradual integration of new channels and capabilities can help customers evolve and expand in the journey they have chosen.
Creating a clear and transparent roadmap is key to building trust with customers and employees. Companies can foster stronger relationships and restore confidence in their offerings by demonstrating reliability and actively involving customers in the decision-making process. This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments.
Balancing financial results with customer and employee objectives is essential for long-term success. Companies should prioritize customer delight and creating value for shareholders. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results.
Plus, Shep and Alan talk about Avaya’s North Star and how it can be applied to businesses of any size in any industry. Tune in!
Quotes:
How does investing in customer satisfaction impact the success of a company?
What strategies can companies use to retain employees in today’s job market?
How can companies create a positive culture?
How can companies balance the need for innovation with the risk of disrupting existing systems?
How does the shift toward customer experience impact the communications industry?
Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities.
In today’s job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity. Companies need to create a work environment that employees never want to leave and would want to recommend to others.
Providing innovation without disrupting existing systems is a strategic approach for companies with large installations. The gradual integration of new channels and capabilities can help customers evolve and expand in the journey they have chosen.
Creating a clear and transparent roadmap is key to building trust with customers and employees. Companies can foster stronger relationships and restore confidence in their offerings by demonstrating reliability and actively involving customers in the decision-making process. This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments.
Balancing financial results with customer and employee objectives is essential for long-term success. Companies should prioritize customer delight and creating value for shareholders. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results.
Plus, Shep and Alan talk about Avaya’s North Star and how it can be applied to businesses of any size in any industry. Tune in!
Quotes:
“The megatrend in business today is towards CX. Brands have to differentiate themselves based on customer experience.”
“Culture is personal. Employees may value different things in the workplace. But, when a company has a great culture overall, it can be reflected in quantitative measures like higher engagement scores, lower termination, better glass door rankings, and increased internal referrals.”
“Employees recommending your company to their friends to become an employee – that’s the ultimate compliment.”
“How crazy would it be if we’re out there selling software to deliver a great customer experience if we weren’t, in turn, an incredible customer service company?”
About:
Alan Masarek, CEO and Board Director of Avaya. He is the former CEO of Vonage. And brings over 30 years of software and cloud-based business experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does investing in customer satisfaction impact the success of a company?
What strategies can companies use to retain employees in today’s job market?
How can companies create a positive culture?
How can companies balance the need for innovation with the risk of disrupting existing systems?
How does the shift toward customer experience impact the communications industry?
August 6, 2023
Top 5 Customer Service & CX Articles for the Week of August 7, 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.
25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine
(Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. Instead, leaders need to understand why demand is so high – by spotting their customers pain points so they can do something about them. Here are 25 ideas to help you tune into, and better understand, your customers’ pain points.
My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.” Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise.
The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor
(CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. As a result, consumers carry higher expectations for customer service than ever before – and they will vote with their feet when these demands are not met.
My Comment: I was intrigued by the title. Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.
Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield
(Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn.
My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. And even though the title mentions small business, you’ll find plenty of info that applies to any size business.
Ways to Maximize Customer Happiness & Satisfaction by AppleMagazine
(AppleMagazine) Making your customers happy should be your business’s number one priority. Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success.
My Comment: I didn’t know Apple had a magazine. (I do now!) Once again, another list of tips and tactics to keep your customers satisfied. There are twelve of them, and to get you interested in reading the article, let me share the last couple of sentences: “At the end of the day, without customers, your business would be nothing. Hence, use many of these tips and do more to maximize your customer satisfaction.”
Using AI to Build Stronger Connections with Customer by Maureen Burns, Sharona Sankar-King, Priscilla Dell’Orto, and Eduardo Roma
(Harvard Business) As companies learn to use generative AI to create value, there’s a risk that they take the wrong approach when applying the technology to the customer experience. In fact, research shows AI can help boost customer satisfaction when it’s used to offer customers more personalized solutions or to help human employees provide better service than they would without the technological assist. Some examples of companies experiencing early success with this are in the financial services industry.
My Comment: This is a very short list (just two ideas), and there not even numbered, but there is much value to reading this shorter than usual HBR article that focuses on the popular topic of the day, AI. When using AI for customer support, consider this point in the article: “Every interaction enhances or diminishes a customer’s perception the company involved.” Using AI the right way will enhance the relationship versus frustrate the customer.
BONUS
State Of Tipping Culture In America – Survey Report by Malia McCabe
(DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 as of 2023 and minimum federal wage of $7.25 remains unchanged since 2009 while inflation reached 6.2% in 2022 and 5.4% so far this year; over 14 million of workers in the food service and related service industries are forced to rely on tips to make a living wage. While corporations continue to set record setting profits, the cost of living wages is being transferred via tipping prompts onto American consumers, even at self-checkouts, who are now facing unprecedented pressure to tip more than ever before.
My Comment: In the past few months, I’ve written several articles about tipping for service. Is it getting out of hand? Some e-commerce websites now give their customers an option to leave a tip when they check out. There are plenty of interesting findings in this report, such as the percentage of people who like to leave for different services, the percentage of people who feel pressured to leave a tip, 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 at www.Hyken.com. Connect with Shep on LinkedIn.
25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine
(Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. Instead, leaders need to understand why demand is so high – by spotting their customers pain points so they can do something about them. Here are 25 ideas to help you tune into, and better understand, your customers’ pain points.
My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.” Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise.
The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor
(CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. As a result, consumers carry higher expectations for customer service than ever before – and they will vote with their feet when these demands are not met.
My Comment: I was intrigued by the title. Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.
Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield
(Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn.
My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. And even though the title mentions small business, you’ll find plenty of info that applies to any size business.
Ways to Maximize Customer Happiness & Satisfaction by AppleMagazine
(AppleMagazine) Making your customers happy should be your business’s number one priority. Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success.
My Comment: I didn’t know Apple had a magazine. (I do now!) Once again, another list of tips and tactics to keep your customers satisfied. There are twelve of them, and to get you interested in reading the article, let me share the last couple of sentences: “At the end of the day, without customers, your business would be nothing. Hence, use many of these tips and do more to maximize your customer satisfaction.”
Using AI to Build Stronger Connections with Customer by Maureen Burns, Sharona Sankar-King, Priscilla Dell’Orto, and Eduardo Roma
(Harvard Business) As companies learn to use generative AI to create value, there’s a risk that they take the wrong approach when applying the technology to the customer experience. In fact, research shows AI can help boost customer satisfaction when it’s used to offer customers more personalized solutions or to help human employees provide better service than they would without the technological assist. Some examples of companies experiencing early success with this are in the financial services industry.
My Comment: This is a very short list (just two ideas), and there not even numbered, but there is much value to reading this shorter than usual HBR article that focuses on the popular topic of the day, AI. When using AI for customer support, consider this point in the article: “Every interaction enhances or diminishes a customer’s perception the company involved.” Using AI the right way will enhance the relationship versus frustrate the customer.
BONUS
State Of Tipping Culture In America – Survey Report by Malia McCabe
(DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 as of 2023 and minimum federal wage of $7.25 remains unchanged since 2009 while inflation reached 6.2% in 2022 and 5.4% so far this year; over 14 million of workers in the food service and related service industries are forced to rely on tips to make a living wage. While corporations continue to set record setting profits, the cost of living wages is being transferred via tipping prompts onto American consumers, even at self-checkouts, who are now facing unprecedented pressure to tip more than ever before.
My Comment: In the past few months, I’ve written several articles about tipping for service. Is it getting out of hand? Some e-commerce websites now give their customers an option to leave a tip when they check out. There are plenty of interesting findings in this report, such as the percentage of people who like to leave for different services, the percentage of people who feel pressured to leave a tip, 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 at www.Hyken.com. Connect with Shep on LinkedIn.
