Shep Hyken's Blog, page 40
July 17, 2023
Top 5 Customer Service & CX Articles for the Week of July 17, 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.
5 Factors That Make for a Great Employee Experience by Tiffani Bova
(Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience. While prioritizing customers over employees can drive short-term revenue growth, it will cost companies in long-term employee retention and engagement. The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. Using regression analysis, they pinpointed the five most important factors in creating a better employee experience: mutual trust, C-suite accountability, alignment of employee values and company vision, recognizing success, and seamless technology.
My Comment: One of the secrets behind a good customer experience is a good employee experience. Tiffani Bova, the bestselling author of The Experience Mindset , shares five “factors” that drive an excellent employee experience. If these aren’t happening behind the scenes, you are missing the opportunity to optimize the EX.
Real Marketing and Customer Experience Questions — and Microsoft Bing AI’s Answers by Raleigh Butler
(CMSWire) Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. These bots can do more than just answer simple questions; they can also hold a conversation. But what about when it comes to giving advice, particularly in the world of customer experience? That’s the big question we’re exploring here today and in this series of articles that explored how ChatGPT, Google Bard and now Bing AI can assist in customer experience scenarios. Can these chatbots really help improve customer service? And if so, how?
My Comment: Have you ever wanted to ask a customer service or CX expert a question? Why not try asking ChatGPT or Google Bard? Or how about Microsoft’s Bing AI, a newer player in the game? In this article, the author asked Bing AI four questions, such as, “How should my contact center agents handle a conversation when the person’s been on hold for more than 10 minutes?” And there were some excellent answers!
10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard
(CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. But this was never really true. Back when this expression was in vogue, consumers had far fewer choices than today so, ultimately, customer satisfaction wasn’t really a big concern.
My Comment: Will the ten ways in this article really guarantee customer satisfaction? According to the author, there are some universal ways to make customers from any industry happy. After reading the list, I’ll argue that not all ten apply to every type of business, but most of them do. And that’s why you should read this article.
Why and How ChatGPT Will Drive a Better Customer Experience by Judy Mottl
(Retail Customer Experience) While it’s just the midpoint of 2023, it’s pretty safe to predict this is the year ChatGPT arrived for the consumer given torrential mainstream news coverage. But that doesn’t mean consumers haven’t been aware of AI tech playing a role in the retail customer experience.
My Comment: If you’re in retail and wondering how ChatGPT can positively impact the customer experience, this article is for you. This is an interview with Matt McConnell, CEO of Intradiem, an automation solution for customer service teams. He answered questions about how ChatGPT will play a defining role in the customer experience. He shares thoughts on how ChatGPT is used today and predicts how it will be used in the future.
Is Your Organization’s Customer Experience Success Intentional? by Jeannie Walters
(Experience Investigators) Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. It demands proactive leadership that understands the importance of customer experience as a strategic imperative.
My Comment: I’ve always said, “Success doesn’t happen by accident.” This article by CX Expert Jeannie Walters emphasizes the importance of being intentional with CX. In the first few sentences, she makes clear that there needs to be clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.
BONUS
The State of AI in Customer Service by Intercom
(Intercom) AI is transforming the customer service industry—so we asked 1,000+ global support professionals how they’re making the most of this once-in-a-generation shift.
My Comment: How is AI impacting customer service? Intercom asked 1,000+ global support professionals how AI, automation, and ChatGPT are impacting customer support. The answers and commentary are very optimistic. You’ll have to share your information (name, email, company, etc.) to get this 44-page report, but it’s worth doing so if the topic is important to you.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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5 Factors That Make for a Great Employee Experience by Tiffani Bova
(Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience. While prioritizing customers over employees can drive short-term revenue growth, it will cost companies in long-term employee retention and engagement. The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. Using regression analysis, they pinpointed the five most important factors in creating a better employee experience: mutual trust, C-suite accountability, alignment of employee values and company vision, recognizing success, and seamless technology.
My Comment: One of the secrets behind a good customer experience is a good employee experience. Tiffani Bova, the bestselling author of The Experience Mindset , shares five “factors” that drive an excellent employee experience. If these aren’t happening behind the scenes, you are missing the opportunity to optimize the EX.
Real Marketing and Customer Experience Questions — and Microsoft Bing AI’s Answers by Raleigh Butler
(CMSWire) Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. These bots can do more than just answer simple questions; they can also hold a conversation. But what about when it comes to giving advice, particularly in the world of customer experience? That’s the big question we’re exploring here today and in this series of articles that explored how ChatGPT, Google Bard and now Bing AI can assist in customer experience scenarios. Can these chatbots really help improve customer service? And if so, how?
My Comment: Have you ever wanted to ask a customer service or CX expert a question? Why not try asking ChatGPT or Google Bard? Or how about Microsoft’s Bing AI, a newer player in the game? In this article, the author asked Bing AI four questions, such as, “How should my contact center agents handle a conversation when the person’s been on hold for more than 10 minutes?” And there were some excellent answers!
10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard
(CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. But this was never really true. Back when this expression was in vogue, consumers had far fewer choices than today so, ultimately, customer satisfaction wasn’t really a big concern.
My Comment: Will the ten ways in this article really guarantee customer satisfaction? According to the author, there are some universal ways to make customers from any industry happy. After reading the list, I’ll argue that not all ten apply to every type of business, but most of them do. And that’s why you should read this article.
Why and How ChatGPT Will Drive a Better Customer Experience by Judy Mottl
(Retail Customer Experience) While it’s just the midpoint of 2023, it’s pretty safe to predict this is the year ChatGPT arrived for the consumer given torrential mainstream news coverage. But that doesn’t mean consumers haven’t been aware of AI tech playing a role in the retail customer experience.
My Comment: If you’re in retail and wondering how ChatGPT can positively impact the customer experience, this article is for you. This is an interview with Matt McConnell, CEO of Intradiem, an automation solution for customer service teams. He answered questions about how ChatGPT will play a defining role in the customer experience. He shares thoughts on how ChatGPT is used today and predicts how it will be used in the future.
Is Your Organization’s Customer Experience Success Intentional? by Jeannie Walters
(Experience Investigators) Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. It demands proactive leadership that understands the importance of customer experience as a strategic imperative.
My Comment: I’ve always said, “Success doesn’t happen by accident.” This article by CX Expert Jeannie Walters emphasizes the importance of being intentional with CX. In the first few sentences, she makes clear that there needs to be clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.
BONUS
The State of AI in Customer Service by Intercom
(Intercom) AI is transforming the customer service industry—so we asked 1,000+ global support professionals how they’re making the most of this once-in-a-generation shift.
My Comment: How is AI impacting customer service? Intercom asked 1,000+ global support professionals how AI, automation, and ChatGPT are impacting customer support. The answers and commentary are very optimistic. You’ll have to share your information (name, email, company, etc.) to get this 44-page report, but it’s worth doing so if the topic is important to you.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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July 14, 2023
Guest Post: Personalizing Email Templates for Improved Customer Relationships
This week, we feature an article by Christopher Jan Benitez, a writer specializing in digital marketing and customer experience. He writes about building and maintaining strong customer relationships through effective email communication.
Email communication is essential to building and maintaining strong customer relationships. However, many businesses still need help connecting with customers through this channel.
One of their biggest mistakes is using generic email templates. They can help you execute your email campaign faster, but you can’t send them without personalizing them.
If you’re having problems personalizing email templates that generate results, you’ve come to the right place. This article explores the benefits of personalized email templates and provides tips for creating effective email campaigns that improve customer relationships.
Benefits of Personalized Email Templates
Personalizing email templates help you create a more meaningful and relevant experience for individual customers.
Here are some of the key benefits of personalized emails:
Increased engagement and response rates – They can generate higher open and click-through rates than generic messages. Customers who receive emails that speak directly to their needs and interests are more likely to engage with your content and take action.
Improved customer loyalty and retention – Sending these emails can help build customer loyalty and trust. You show that your business understands and is committed to meeting your customers’ needs. Creating a more personalized experience can also reduce churn rates.
Enhanced brand image and reputation – Email templates can demonstrate your commitment to customer satisfaction, differentiate your business from competitors, and build a strong brand image.
Key Elements of Personalized Email Templates
To create effective personalized email templates, you must include several key elements that cater to your audience’s needs.
The first key is segmenting your email list subscribers based on their demographics, behaviors, and preferences.
From here, you can create email marketing campaigns with relevant and targeted content for each segment. Write emails that speak directly to the segment and their needs.
You must also create personalized subject lines and greetings in your emails. Use customers’ names or reference their previous interactions with your company. Doing so helps capture customers’ attention and create a more personal connection tailored to their needs.
Finally, end your emails with personalized calls to action. By providing tailored offers or incentives, businesses can increase the likelihood that customers will convert and become loyal advocates.
Best Practices for Creating Personalized Email Templates
Follow the best practices below to create personalized business email templates prioritizing the customer experience.
Collecting and Analyzing Customer Data
Gathering your customers’ data will help you understand their needs and preferences. This can include purchase history, browsing behavior, and engagement with previous email campaigns.
Your email platform should show you the latter. It tells you which emails customers opened and engaged with. You can also refer to your CRM system. This should reveal how customers responded to your emails and whether the interaction was a positive or negative experience. It also identifies where your customers are currently in your sales funnel.
For additional data, check Google Analytics to see how users behave on your website. Determine the most visited pages on your site, how they stumbled upon it, and what countries they came from.
Creating Customer Segments
Once you have their information, you can create customer segments. This lets you create more targeted and relevant content that speaks directly to your audience, increasing engagement and conversion rates.
To do this, group customers in your list with the same demographics and psychographics. You need to segment people who share the same interests, income, gender, location, and others. Also, use the gathered customer data from the previous step to help you segment your audience. This enables you to create highly targeted clusters, making personalizing your emails that address their specific needs much easier.
From here, you must send the right email outreach templates. Edit these templates to customize the message according to the segment that will receive the emails. You then want to monitor the results according to your key performance indicators.
Testing and Optimizing Email Campaigns
Your email platform should have an A/B testing feature. To do this, pick an element you wish to test on your email campaign. This can be your email’s subject line or call-to-action. Then, create an email variant with a different version of the element you want to test.
The goal is to determine which version generates the most engagement and resonates best with your audience. From here, run with the winning variant on your current campaign to maximize open and click-through rates.
Even better, check the results of the previous test campaign and use it to launch another test pitting the recent variant with another version. This allows you to find ways to increase your conversions perpetually.
Utilizing Automation and Personalization Tools
You can use automation and personalization tools to streamline the process of creating personalized email campaigns. Aside from the ones mentioned above, below are other platforms you can use:
Opt-in form creator – Create eye-catching and dynamic forms that appear on the screen and get your prospects to sign up for your list. Examples include OptinMonster and Sumo.
Landing page designer – Build landing pages without design experience that you can run ads for or rank on Google. This helps you attract your target audience and get them to subscribe to your email list. Examples include Leadpages and Unbounce.
Email verification – Validate the emails subscribers signed up with to join your list to reduce bounce rates and improve your email deliverability. Examples include ZeroBounce, NeverBounce, and BriteVerify.
Team communication tools – To build better customer relations via email templates, you need everybody on your team to work together. Communication tools make this possible as you can collaborate on email templates and campaigns in real-time.
Conclusion
Personalized email templates are essential for building and maintaining strong customer relationships. However, personalization is a process that requires you to identify customer wants and needs, segment them according to relevant groups, and analyze the results of your email campaign.
By tailoring messages to individual customers using the tips above, you can create a more meaningful and relevant brand experience that resonates with their audience.
Christopher Jan Benitez is a freelance writer specializing in digital marketing and customer experience.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Beyond Money: The Real Reasons Employees Stay Or Leave
Email communication is essential to building and maintaining strong customer relationships. However, many businesses still need help connecting with customers through this channel.
One of their biggest mistakes is using generic email templates. They can help you execute your email campaign faster, but you can’t send them without personalizing them.
If you’re having problems personalizing email templates that generate results, you’ve come to the right place. This article explores the benefits of personalized email templates and provides tips for creating effective email campaigns that improve customer relationships.
Benefits of Personalized Email Templates
Personalizing email templates help you create a more meaningful and relevant experience for individual customers.
Here are some of the key benefits of personalized emails:
Increased engagement and response rates – They can generate higher open and click-through rates than generic messages. Customers who receive emails that speak directly to their needs and interests are more likely to engage with your content and take action.
Improved customer loyalty and retention – Sending these emails can help build customer loyalty and trust. You show that your business understands and is committed to meeting your customers’ needs. Creating a more personalized experience can also reduce churn rates.
Enhanced brand image and reputation – Email templates can demonstrate your commitment to customer satisfaction, differentiate your business from competitors, and build a strong brand image.
Key Elements of Personalized Email Templates
To create effective personalized email templates, you must include several key elements that cater to your audience’s needs.
The first key is segmenting your email list subscribers based on their demographics, behaviors, and preferences.
From here, you can create email marketing campaigns with relevant and targeted content for each segment. Write emails that speak directly to the segment and their needs.
You must also create personalized subject lines and greetings in your emails. Use customers’ names or reference their previous interactions with your company. Doing so helps capture customers’ attention and create a more personal connection tailored to their needs.
Finally, end your emails with personalized calls to action. By providing tailored offers or incentives, businesses can increase the likelihood that customers will convert and become loyal advocates.
Best Practices for Creating Personalized Email Templates
Follow the best practices below to create personalized business email templates prioritizing the customer experience.
Collecting and Analyzing Customer Data
Gathering your customers’ data will help you understand their needs and preferences. This can include purchase history, browsing behavior, and engagement with previous email campaigns.
Your email platform should show you the latter. It tells you which emails customers opened and engaged with. You can also refer to your CRM system. This should reveal how customers responded to your emails and whether the interaction was a positive or negative experience. It also identifies where your customers are currently in your sales funnel.
For additional data, check Google Analytics to see how users behave on your website. Determine the most visited pages on your site, how they stumbled upon it, and what countries they came from.
Creating Customer Segments
Once you have their information, you can create customer segments. This lets you create more targeted and relevant content that speaks directly to your audience, increasing engagement and conversion rates.
To do this, group customers in your list with the same demographics and psychographics. You need to segment people who share the same interests, income, gender, location, and others. Also, use the gathered customer data from the previous step to help you segment your audience. This enables you to create highly targeted clusters, making personalizing your emails that address their specific needs much easier.
From here, you must send the right email outreach templates. Edit these templates to customize the message according to the segment that will receive the emails. You then want to monitor the results according to your key performance indicators.
Testing and Optimizing Email Campaigns
Your email platform should have an A/B testing feature. To do this, pick an element you wish to test on your email campaign. This can be your email’s subject line or call-to-action. Then, create an email variant with a different version of the element you want to test.
The goal is to determine which version generates the most engagement and resonates best with your audience. From here, run with the winning variant on your current campaign to maximize open and click-through rates.
Even better, check the results of the previous test campaign and use it to launch another test pitting the recent variant with another version. This allows you to find ways to increase your conversions perpetually.
Utilizing Automation and Personalization Tools
You can use automation and personalization tools to streamline the process of creating personalized email campaigns. Aside from the ones mentioned above, below are other platforms you can use:
Opt-in form creator – Create eye-catching and dynamic forms that appear on the screen and get your prospects to sign up for your list. Examples include OptinMonster and Sumo.
Landing page designer – Build landing pages without design experience that you can run ads for or rank on Google. This helps you attract your target audience and get them to subscribe to your email list. Examples include Leadpages and Unbounce.
Email verification – Validate the emails subscribers signed up with to join your list to reduce bounce rates and improve your email deliverability. Examples include ZeroBounce, NeverBounce, and BriteVerify.
Team communication tools – To build better customer relations via email templates, you need everybody on your team to work together. Communication tools make this possible as you can collaborate on email templates and campaigns in real-time.
Conclusion
Personalized email templates are essential for building and maintaining strong customer relationships. However, personalization is a process that requires you to identify customer wants and needs, segment them according to relevant groups, and analyze the results of your email campaign.
By tailoring messages to individual customers using the tips above, you can create a more meaningful and relevant brand experience that resonates with their audience.
Christopher Jan Benitez is a freelance writer specializing in digital marketing and customer experience.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Beyond Money: The Real Reasons Employees Stay Or Leave
July 11, 2023
‘It’s Out of My Control’ Is a Bad Excuse
Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing. Upon checkout, I was asked, “How was your stay?”
I responded, “I love this hotel. It’s too bad about all that noise from the road construction.”
The front desk employee practically cut me off and curtly stated, “It’s out of our control.”
Of course, I knew it wasn’t the hotel’s fault. I didn’t blame them, but she was quick to point that out anyway. I can only imagine how many similar complaints she has heard from numerous guests over the past few weeks and will hear from many more until the project is over. She obviously has become annoyed by hearing the same complaint again and again, and somehow lost empathy or sympathy for her guests.
So how do you communicate something like this, that’s “out of your control?”
Here are a few ideas using the hotel as an example:
Respond With Empathy – First, respond to any and every comment about it with sympathy and empathy. Act like you care. You could say something like, “I understand how you feel about the noise. I wish we could do something about it, but the city of Las Vegas is preparing for the big race later this year. I’m sorry this happened.”
Apologize – It may not have been your fault, but that doesn’t mean you can’t say, “I’m sorry this happened,” which is how I ended the empathy statement above.
Be Proactive – If enough guests are complaining about something that is completely out of your control and you know the problem is going to continue, proactively inform them when they check in. You can even put a note in the room to warn them about the problem that really is out of your control.
Come Up With a Solution – This may or may not be possible. In this example, the hotel could offer free earplugs. While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution.
A problem may be out of your control. That’s okay. What’s not okay is to use “It’s out of my control” as an excuse. Instead, see it as an opportunity to show empathy and care for your customers. It’s the words you use and the way you say them that counts.
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.
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July 10, 2023
The CX Impact of A Subscription Model: Switching From Ownership to Usership with Yann Toutant
Top Takeaways:
Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.
Customers often have many possessions that require their time and money to manage. In an As-A-Service model, customers become users instead of owners. Through usership, products will fulfill a need without the burden of maintenance, storage, and the added cost of owning.
The benefit of usership in the As-A-Service model is that when the product or solution a customer subscribes to is no longer needed, they can easily opt out of it without being left with something they can’t use.
The As-A-Service model creates a circular relationship with customers. The interaction does not end when the sale is closed. Instead, companies provide an experience where customers have a much stronger connection to the brand through regular (daily, weekly, monthly) contact.
There is a positive environmental impact with the As-A-Service model for physical products. When a user no longer needs a product, another user can use it, or the manufacturer can refurbish or remanufacture it into new equipment.
Plus, Shep challenges Yann to think of a product that cannot be transformed into an As-A-Service or subscription model. Tune in!
Quotes:
What is an As-A-Service Model?
How does an As-A-Service Model work?
What is the difference between Ownership and Usership?
How does the As-A-Service Model impact customer experience?
Is customer support for the As-A-Service model different from traditional ownership?
Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.
Customers often have many possessions that require their time and money to manage. In an As-A-Service model, customers become users instead of owners. Through usership, products will fulfill a need without the burden of maintenance, storage, and the added cost of owning.
The benefit of usership in the As-A-Service model is that when the product or solution a customer subscribes to is no longer needed, they can easily opt out of it without being left with something they can’t use.
The As-A-Service model creates a circular relationship with customers. The interaction does not end when the sale is closed. Instead, companies provide an experience where customers have a much stronger connection to the brand through regular (daily, weekly, monthly) contact.
There is a positive environmental impact with the As-A-Service model for physical products. When a user no longer needs a product, another user can use it, or the manufacturer can refurbish or remanufacture it into new equipment.
Plus, Shep challenges Yann to think of a product that cannot be transformed into an As-A-Service or subscription model. Tune in!
Quotes:
“Do you own your belongings, or do your belongings own you? I decided to rid myself of many belongings anchoring me down and go for usage instead of ownership. You don’t need to own something to get the best experience.”
“Usership can be a great value for customers because the level of service is maintained as good as if it was “day one” every day.”
” The advantage of usership is that when a product is no longer needed, it can be used by another customer. And at the end of its life cycle, the manufacturer can collect raw materials and reintegrate that into the production process. It reduces unused products from taking up space or filling up landfills.”
About:
Yann Toutant is the founder of Black Winch, where he helps organizations focus on the customer experience by implementing a successful and scalable As-A-Service Model. His book, AS A SERVICE: Turn Your Product Based Business Into a Subscription Model, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is an As-A-Service Model?
How does an As-A-Service Model work?
What is the difference between Ownership and Usership?
How does the As-A-Service Model impact customer experience?
Is customer support for the As-A-Service model different from traditional ownership?
Top 5 Customer Service & CX Articles for the Week of July 10, 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.
70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke
(Capterra) Capterra’s 2023 survey of over 780 U.S. consumers who are familiar with tip screens on tablets or mobile devices found that half have felt manipulated or tricked into tipping when paying on a checkout tablet recently, and 70% say they’re being asked to tip too often.
My Comment: I’ve recently written several articles related tipping fatigue, tipflation, and tip creeping. Our friends at Capterra wrote an excellent article and included a few of my thoughts. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience. Here you’ll find comments and statistics about why customers are leaving the places they’ve enjoyed doing business with.
5 Proven Ways to Enhance Restaurant Employee Appreciation by Marbue Brown
(QSR) Employee turnover is one of the biggest challenges quick service restaurants face in delivering consistently outstanding customer experiences. For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. Almost as soon as the business can get a new employee settled in, they’re gone and need to be replaced. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments.
My Comment: Even though this article focuses on restaurants, the ideas and concepts can be used for any business. Consider the opening line: “Any company that aspires to be customer-obsessed must also be employee-obsessed.” What’s happening on the inside of any organization will be felt on the outside by customers.
Gen Z’s Reaction to Negative Brand Experiences: The Confluence of Customer Service and Technology by Adam Torkildson
(ReadWrite) The reactions and preferences of Generation Z (Gen Z) consumers are playing an increasingly pivotal role in shaping brand strategies. With the advent of digital technology and social media, Gen Z’s response to negative brand experiences is remarkably different from previous generations, often leading to brand abandonment after just one poor experience and a pervasive online discussion about the experience.
My Comment: Gen Z may be our youngest generation, but they are already proving to be a force behind the economy and the way companies do business. And when it comes to customer service and CX, one size does not fit all (generations). A case and point is how Gen Z reacts to bad service. Are they really ready to walk after just one bad experience? Read this article and find out!
How to Overcome CX Gaps with Experience-Led Growth by Christine Crandell
(Spiceworks) Christine Crandell of New Business Strategies discusses how marketers constantly seek strategies to accelerate growth and enhance customer experiences. One such strategy that is revolutionizing customer experience is Experience-Led Growth (ELG); ELG is a powerful solution that can address the challenges associated with customer experience. She further explains how ELG has the potential to transform the way leaders approach vision setting, customer-centric strategy, and operating models.
My Comment: A company or brand that excels in providing a great customer experience can experience the benefit of growth, also known as Experience-Led Growth. For those unfamiliar with ELG, this is a great opportunity to learn about the benefits of delivering an experience that gets customers to return, spend more, and share their experiences with others.
Consumers and Marketers See a Role for (Responsible) Generative AI in Customer Experiences by Anil Kamath
(Insider) In less than a year, advances in generative AI have made it a transformational force in creativity and work, redefining the way consumers, schools, and businesses think of everything from image to text generation. While organizations must address valid public concerns, including ensuring transparency into when generative AI is used to create content, there’s also a lot of excitement around this emerging technology.
My Comment: The topics of AI, ChatGPT, and similar technologies continue to make daily headlines. If you’re not already using some version of these solutions in your business, you will be playing catch up with those that are. Generative AI, when used the right way, can save time, effort, and money. And consumers want companies to use it – but they want them to use it responsibly! This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide.
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.
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70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke
(Capterra) Capterra’s 2023 survey of over 780 U.S. consumers who are familiar with tip screens on tablets or mobile devices found that half have felt manipulated or tricked into tipping when paying on a checkout tablet recently, and 70% say they’re being asked to tip too often.
My Comment: I’ve recently written several articles related tipping fatigue, tipflation, and tip creeping. Our friends at Capterra wrote an excellent article and included a few of my thoughts. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience. Here you’ll find comments and statistics about why customers are leaving the places they’ve enjoyed doing business with.
5 Proven Ways to Enhance Restaurant Employee Appreciation by Marbue Brown
(QSR) Employee turnover is one of the biggest challenges quick service restaurants face in delivering consistently outstanding customer experiences. For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. Almost as soon as the business can get a new employee settled in, they’re gone and need to be replaced. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments.
My Comment: Even though this article focuses on restaurants, the ideas and concepts can be used for any business. Consider the opening line: “Any company that aspires to be customer-obsessed must also be employee-obsessed.” What’s happening on the inside of any organization will be felt on the outside by customers.
Gen Z’s Reaction to Negative Brand Experiences: The Confluence of Customer Service and Technology by Adam Torkildson
(ReadWrite) The reactions and preferences of Generation Z (Gen Z) consumers are playing an increasingly pivotal role in shaping brand strategies. With the advent of digital technology and social media, Gen Z’s response to negative brand experiences is remarkably different from previous generations, often leading to brand abandonment after just one poor experience and a pervasive online discussion about the experience.
My Comment: Gen Z may be our youngest generation, but they are already proving to be a force behind the economy and the way companies do business. And when it comes to customer service and CX, one size does not fit all (generations). A case and point is how Gen Z reacts to bad service. Are they really ready to walk after just one bad experience? Read this article and find out!
How to Overcome CX Gaps with Experience-Led Growth by Christine Crandell
(Spiceworks) Christine Crandell of New Business Strategies discusses how marketers constantly seek strategies to accelerate growth and enhance customer experiences. One such strategy that is revolutionizing customer experience is Experience-Led Growth (ELG); ELG is a powerful solution that can address the challenges associated with customer experience. She further explains how ELG has the potential to transform the way leaders approach vision setting, customer-centric strategy, and operating models.
My Comment: A company or brand that excels in providing a great customer experience can experience the benefit of growth, also known as Experience-Led Growth. For those unfamiliar with ELG, this is a great opportunity to learn about the benefits of delivering an experience that gets customers to return, spend more, and share their experiences with others.
Consumers and Marketers See a Role for (Responsible) Generative AI in Customer Experiences by Anil Kamath
(Insider) In less than a year, advances in generative AI have made it a transformational force in creativity and work, redefining the way consumers, schools, and businesses think of everything from image to text generation. While organizations must address valid public concerns, including ensuring transparency into when generative AI is used to create content, there’s also a lot of excitement around this emerging technology.
My Comment: The topics of AI, ChatGPT, and similar technologies continue to make daily headlines. If you’re not already using some version of these solutions in your business, you will be playing catch up with those that are. Generative AI, when used the right way, can save time, effort, and money. And consumers want companies to use it – but they want them to use it responsibly! This article shares some findings from an Adobe study of more than 13,000 consumers and 3,000 customer experience professionals worldwide.
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.
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July 7, 2023
Guest Post: Boosting Customer Engagement: How Mobile Apps Can Transform Your Business
This week, we feature an article by Manpreet Singh Chawla. He writes about how using mobile apps can enhance customer engagement.
At the present time, Google Play and App Store both have over 4.4 million apps available, which are installed on over 6.6 million smartphones globally. It is estimated that one out of every five people around the world has a smartphone with internet services available in it. This indicates that at nearly any time and place, those people can have access to your company’s information and website effectively.
As the vast majority of people are literally having the world at their fingertips, consequently, they expect easier and quicker access to every single thing. Hence, Mobile apps are essential for your company.
The Business Transformation Through Mobile Apps:
In today’s business environment, mobile apps are highly important, and it’s clear that there will be a substantial rise in mobile commerce in the near future. This has led businesses to mobile application development in order to attract more users and provide high-quality engagement. Here’s how mobile apps transform your business:
Efficient Customer Engagement and Direct Communication
Mobile apps provide an efficient way to communicate with your customers in actual time, allowing you to keep your customers engaged. Besides, you can share the latest updates, promotional offers, new product launches, and discounts.
Because of the mobile apps, you will always know about the marketing updates you are sending out and whether the target audiences will receive them.
Enhanced Customer Loyalty and Recognition
The foremost thing about mobile apps is that it empowers business owners to increase the awareness of their brand. Another critical aspect of business marketing is improving customer loyalty.
Additionally, You can build your trust even more with consistent communication with your target audience. Your brand loyalty will improve gradually when your customers start trusting you.
Efficient Marketing Solution
Business apps enable you to reach your customers through push notifications and direct messaging. This will ensure that your business is noticeable to your users constantly. Integrating your mobile app with famous social media platforms like Instagram or Facebook will allow users to share their experiences.
Through your customer’s network, you can reach the untapped potential customer base. Moreover, your business app can also send your critical data, such as demographics, geolocation, and customer behavior.
Enhanced Customers Satisfaction
To sustain high competition, customer satisfaction is highly crucial. You can offer customer service in a more swift way with a mobile app for your business.
Customers love it when their solutions are provided promptly, and they know that their concerns will be heard on priority.
Your mobile app will work as a help desk where users can post their questions, comments, and complaints at any time. Engagement is much higher when they receive personalized replies to their queries.
Boosts your Profits and Sales
You can attain higher profits and sales with higher customer satisfaction. How users are treated influences approx 70% of purchases. Besides, when you have a substantial number of satisfied audiences, the demand for your services or products will eventually rise.
The buying experience of your target audience can also be influenced by your mobile app design, such as the use of area-sensitive push notifications that will nudge customers in proximity to the physical store.
Increased Conversion Rate
In marketing, one of the golden metrics is the conversion rate. Studies on online retailing convey that mobile app conversion rates are 2X more than mobile browser conversion rates.
It has been discovered that sending timely in-app messages keeps customers loyal and engaged for a longer time. The increase in the engagement rate increases the conversion rate.
Wrapping up
To beat the competition, businesses require to stay ahead of the game. Outsourcing a mobile app development company that accepts innovative technologies and adapts to changing times can only let this happen. Undoubtedly, all sectors are covered by mobile apps. With the help of mobile applications, all tasks have become easier, faster, and more reliable.
Manpreet Singh Chawla is a writer who specializes in topics such as customer service and experience, SaaS, knowledge management, and business strategy.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Top 10 Brands For Excellent Customer Service: Amazon, Walmart, Target, Apple & More
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At the present time, Google Play and App Store both have over 4.4 million apps available, which are installed on over 6.6 million smartphones globally. It is estimated that one out of every five people around the world has a smartphone with internet services available in it. This indicates that at nearly any time and place, those people can have access to your company’s information and website effectively.
As the vast majority of people are literally having the world at their fingertips, consequently, they expect easier and quicker access to every single thing. Hence, Mobile apps are essential for your company.
The Business Transformation Through Mobile Apps:
In today’s business environment, mobile apps are highly important, and it’s clear that there will be a substantial rise in mobile commerce in the near future. This has led businesses to mobile application development in order to attract more users and provide high-quality engagement. Here’s how mobile apps transform your business:
Efficient Customer Engagement and Direct Communication
Mobile apps provide an efficient way to communicate with your customers in actual time, allowing you to keep your customers engaged. Besides, you can share the latest updates, promotional offers, new product launches, and discounts.
Because of the mobile apps, you will always know about the marketing updates you are sending out and whether the target audiences will receive them.
Enhanced Customer Loyalty and Recognition
The foremost thing about mobile apps is that it empowers business owners to increase the awareness of their brand. Another critical aspect of business marketing is improving customer loyalty.
Additionally, You can build your trust even more with consistent communication with your target audience. Your brand loyalty will improve gradually when your customers start trusting you.
Efficient Marketing Solution
Business apps enable you to reach your customers through push notifications and direct messaging. This will ensure that your business is noticeable to your users constantly. Integrating your mobile app with famous social media platforms like Instagram or Facebook will allow users to share their experiences.
Through your customer’s network, you can reach the untapped potential customer base. Moreover, your business app can also send your critical data, such as demographics, geolocation, and customer behavior.
Enhanced Customers Satisfaction
To sustain high competition, customer satisfaction is highly crucial. You can offer customer service in a more swift way with a mobile app for your business.
Customers love it when their solutions are provided promptly, and they know that their concerns will be heard on priority.
Your mobile app will work as a help desk where users can post their questions, comments, and complaints at any time. Engagement is much higher when they receive personalized replies to their queries.
Boosts your Profits and Sales
You can attain higher profits and sales with higher customer satisfaction. How users are treated influences approx 70% of purchases. Besides, when you have a substantial number of satisfied audiences, the demand for your services or products will eventually rise.
The buying experience of your target audience can also be influenced by your mobile app design, such as the use of area-sensitive push notifications that will nudge customers in proximity to the physical store.
Increased Conversion Rate
In marketing, one of the golden metrics is the conversion rate. Studies on online retailing convey that mobile app conversion rates are 2X more than mobile browser conversion rates.
It has been discovered that sending timely in-app messages keeps customers loyal and engaged for a longer time. The increase in the engagement rate increases the conversion rate.
Wrapping up
To beat the competition, businesses require to stay ahead of the game. Outsourcing a mobile app development company that accepts innovative technologies and adapts to changing times can only let this happen. Undoubtedly, all sectors are covered by mobile apps. With the help of mobile applications, all tasks have become easier, faster, and more reliable.
Manpreet Singh Chawla is a writer who specializes in topics such as customer service and experience, SaaS, knowledge management, and business strategy.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Top 10 Brands For Excellent Customer Service: Amazon, Walmart, Target, Apple & More
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July 4, 2023
Will AI Make Us Dumb?
I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process. We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this. In the form of a question, “Did calculators make us dumb?”
I remembered getting a calculator and was excited that I could do long division by just pushing the buttons on the calculator. Even though it gave me the correct answer, I still had to know what to do with it. It didn’t make me dumb. It made me more efficient.
I liken this to my school days when the teacher said we could bring our books and notes to the final exam. Specifically, I remember my college algebra teacher saying, “I don’t care if you memorize formulas or not. What I care about is that you know how to use the formulas. So, on your way out of today’s class, you will receive a sheet with all the formulas you need to solve the problems on the test.”
Believe me when I tell you that having the formulas didn’t make taking the test easier. However, it did make studying easier. I didn’t have to spend time memorizing formulas. Instead, I focused on how to use the information to efficiently get the correct answer.
So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology. That may work for basic questions. For higher-level questions and problems, we still need experts. But there is much more.
AI can’t build relationships. Humans can. So, imagine the customer service agent or salesperson using AI to help them solve problems and get the best answers for their customers. But rather than just reciting the information in front of them, they put their personality into the responses. They communicate the information in a way their customers understand and can relate to. They answer additional and clarifying questions. They can even make suggestions outside of the original intent of the customer’s call. This mixes the best of both worlds: almost instantly accessible, accurate information with a live person’s relationship- and credibility-building skills. That’s a winning combination.
No, AI won’t make us dumb unless we let it. Instead, AI will help us be more efficient and effective. And it could even make us appear to be smarter!
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.
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July 3, 2023
Simplicity Leads to Customer Loyalty with Ricardo Saltz Gulko
Top Takeaways:
A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company.
Being nice and respectful is one thing, but there is more. There must also be a process behind delivering an amazing customer experience.
Adoption means loyalty. Make it easy for your customers to adopt your products and services. This will make the difference between them continuing to do business with you instead of going to your competitors.
There is a place for simplicity and complexity. Behind-the-scenes, your operation can be complex, allowing you to deliver everything your customers need and expect. However, on the surface, it needs to be simple. Most people have a limit on the number of decisions that they want to make in a day. A confused buyer will likely move on and find a place that’s easier to do business with. Make it simple for your customers without sacrificing quality.
Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience.
Ricardo wrote a must-read article on why brands should simplify customer and employee experiences.
Plus, Shep and Ricardo share how much money companies leave on the table by making experiences too complicated for their customers. Tune in!
Quotes:
About:
What is customer adoption?
How can simplicity and convenience be a competitive advantage?
How does customer adoption create loyalty?
Why is it necessary to simplify the customer journey?
How can you balance simplicity and complexity in customer experiences?
A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company.
Being nice and respectful is one thing, but there is more. There must also be a process behind delivering an amazing customer experience.
Adoption means loyalty. Make it easy for your customers to adopt your products and services. This will make the difference between them continuing to do business with you instead of going to your competitors.
There is a place for simplicity and complexity. Behind-the-scenes, your operation can be complex, allowing you to deliver everything your customers need and expect. However, on the surface, it needs to be simple. Most people have a limit on the number of decisions that they want to make in a day. A confused buyer will likely move on and find a place that’s easier to do business with. Make it simple for your customers without sacrificing quality.
Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience.
Ricardo wrote a must-read article on why brands should simplify customer and employee experiences.
Plus, Shep and Ricardo share how much money companies leave on the table by making experiences too complicated for their customers. Tune in!
Quotes:
“To get to convenience, you need to simplify certain things within your customer’s journey.”
“Convenience, simplicity, and a great experience start in the C-suite. The leadership of an organization must first understand that it is all about experience – a convenient experience.”
“If you don’t design customer experiences around simplicity, you are leaving money on the table. The easier you make the experience for your customers, the sooner they will adopt your products and services.”
About:
Ricardo Samuel Saltz Gulko is a global strategist focused on customer experience, operations simplification, technology design, and culture transformation. He is the Managing Director of Eglobalis and the co-founder & initiator of the European Customer Experience Organization.
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 is customer adoption?
How can simplicity and convenience be a competitive advantage?
How does customer adoption create loyalty?
Why is it necessary to simplify the customer journey?
How can you balance simplicity and complexity in customer experiences?
Top 5 Customer Service & CX Articles for the Week of July 3, 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.
100 Customer Experience Stats For 2023 by Blake Morgan
(Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first. Here are 100 fresh statistics about the state of customer experience in 2023.
My Comment: I geek out over customer service and CX stats, so much so that I conduct annual customer service and CX research to help understand what consumers want and expect regarding service, communication, and more. My friend Blake Morgan has done some of her research and compiled a list of 100 stats from multiple sources that interest and intrigue you.
Bringing Customer Experience to Life by Braden Kelley
(HCLTech) When it comes to doing great customer experience work on behalf of HCLTech clients, personas are foundational. But it is harder to create meaningful, actionable personas than people might think.
My Comment: Creating personas is important to delivering a personalized experience. Not all customers are the same, therefore, they shouldn’t be treated as such. If you’re new to creating customer personas, this article includes several ideas and tactics on how to take advantage of this powerful marketing and CX strategy.
The Four Secrets to Nordstrom’s CX Success by Saskia Tillers
(The CEO Magazine) For any brand, revamping CX will only ever be a valuable exercise. The unequivocal leader in this domain, for already well over a century, is Nordstrom. And the lessons that can be observed from its enduring success are easily applicable to any business, regardless of the field.
My Comment: Nordstrom is one of the most recognized brands for their amazing customer service and CX. I love learning from the best, so here’s an article that showcases four (I’m sure there are more) “secrets” to their success. I love that it starts with the idea that happy customers start with happy employees.
ChatGPT and Customer Service: Get Ready for an Epic Disruption by Muddu Sudhakar
(CMSWire) ChatGPT’s core technology — which is called generative AI – is poised to transform just about all industries. But there are some that are likely to feel the impact sooner. Just look at customer service. Already, a variety of the software vendors have retooled their systems with generative AI functions.
My Comment: I’m NOT sick of reading or hearing about ChatGPT and Generative AI. I’m still fascinated by the capabilities – and its shortcomings. People refer to the technology as a disrupter. I think it is more of a “changer” at this point. That said, this article will shed some light on how it is being used for customer service.
Customer Experience: What It is and Why is Crucial for Every Brand by The Doxee Marketing Team
(Doxee) In 2023, 60% of brands said that by investing in customer interactions, they were able to improve their ability to meet customers’ changing needs. This shows that since the pandemic, global adoption of digital solutions that support development of a customer experience has accelerated by three years (source: Statista). In fact, the trend had already taken hold before the crisis caused by Covid-19, but today, two years later, it has taken on even greater strategic importance.
My Comment: For decades, I’ve been preaching about customer service being a differentiator and competitive advantage. Every week I read articles that continue to promote the same idea as if it is new. It surprises me that some companies are just realizing this, which is why I include this article in the Top Five roundup. The information shared in this article will help you start a CX strategy or confirm you’re doing the right thing.
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.
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100 Customer Experience Stats For 2023 by Blake Morgan
(Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first. Here are 100 fresh statistics about the state of customer experience in 2023.
My Comment: I geek out over customer service and CX stats, so much so that I conduct annual customer service and CX research to help understand what consumers want and expect regarding service, communication, and more. My friend Blake Morgan has done some of her research and compiled a list of 100 stats from multiple sources that interest and intrigue you.
Bringing Customer Experience to Life by Braden Kelley
(HCLTech) When it comes to doing great customer experience work on behalf of HCLTech clients, personas are foundational. But it is harder to create meaningful, actionable personas than people might think.
My Comment: Creating personas is important to delivering a personalized experience. Not all customers are the same, therefore, they shouldn’t be treated as such. If you’re new to creating customer personas, this article includes several ideas and tactics on how to take advantage of this powerful marketing and CX strategy.
The Four Secrets to Nordstrom’s CX Success by Saskia Tillers
(The CEO Magazine) For any brand, revamping CX will only ever be a valuable exercise. The unequivocal leader in this domain, for already well over a century, is Nordstrom. And the lessons that can be observed from its enduring success are easily applicable to any business, regardless of the field.
My Comment: Nordstrom is one of the most recognized brands for their amazing customer service and CX. I love learning from the best, so here’s an article that showcases four (I’m sure there are more) “secrets” to their success. I love that it starts with the idea that happy customers start with happy employees.
ChatGPT and Customer Service: Get Ready for an Epic Disruption by Muddu Sudhakar
(CMSWire) ChatGPT’s core technology — which is called generative AI – is poised to transform just about all industries. But there are some that are likely to feel the impact sooner. Just look at customer service. Already, a variety of the software vendors have retooled their systems with generative AI functions.
My Comment: I’m NOT sick of reading or hearing about ChatGPT and Generative AI. I’m still fascinated by the capabilities – and its shortcomings. People refer to the technology as a disrupter. I think it is more of a “changer” at this point. That said, this article will shed some light on how it is being used for customer service.
Customer Experience: What It is and Why is Crucial for Every Brand by The Doxee Marketing Team
(Doxee) In 2023, 60% of brands said that by investing in customer interactions, they were able to improve their ability to meet customers’ changing needs. This shows that since the pandemic, global adoption of digital solutions that support development of a customer experience has accelerated by three years (source: Statista). In fact, the trend had already taken hold before the crisis caused by Covid-19, but today, two years later, it has taken on even greater strategic importance.
My Comment: For decades, I’ve been preaching about customer service being a differentiator and competitive advantage. Every week I read articles that continue to promote the same idea as if it is new. It surprises me that some companies are just realizing this, which is why I include this article in the Top Five roundup. The information shared in this article will help you start a CX strategy or confirm you’re doing the right thing.
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.
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June 27, 2023
How Simple Can You Make Your Business?
Simplify the Customer Experience
I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy.
My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St. Louis. He teased me the other day by sending pictures of dinners featuring brisket, ribs, sausage, and delicious side dishes from award-winning Hutchins BBQ in North Texas. He also included a description of its marketing plan.
According to Beck, the marketing plan is simple:
Cook the best BBQ in Texas. My comment: Always do your best. Beck said the owner has one goal, “Be a little better today than you were yesterday.” That’s a great goal. Even if you don’t hit it, trying makes a big difference.
Sell it at a fair price. My comment: A fair price doesn’t mean the lowest price. When you sell a good product, the price is less relevant.
Be nice to everyone. My comment: This is customer service 101. It’s the basics. If you have the best BBQ but treat people with disrespect, you won’t be nearly as successful. And when you combine friendly service with a great product, price becomes even less relevant. People will pay more for the best of both worlds!
Close when you sell out . My comment: I love the law of scarcity. When people know they have to “act now,” or they may miss out, they make more of an effort to do business with you.
Repeat. My comment: If it works, just keep doing it!
The other thing you’ll notice about Hutchins (and most other BBQ restaurants), is they don’t spend a lot of money on ambiance. Many BBQ “joints” have wooden tables and chairs. The restaurants are set for function. In other words, no fancy light fixtures or expensive plates. They keep the place clean, and that’s about it.
The point of all of this is simplicity. You don’t go to a BBQ restaurant unless you want BBQ. The choices are limited, and so are the quantities. The BBQ chefs know how much to prepare every day, and when they run out, they close for the night. Customers know this and don’t expect anything more.
Most likely, your business has a few more “moving parts” than a BBQ restaurant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these:
Is any part of the process of our customer experience (or employee experience) redundant?
Is there anything in our process that is unnecessary?
Is every touchpoint our customers experience with us optimized for ease and efficiency?
What could we do to make it easier to do business with us?
Asking questions like these and implementing the answers will help you simplify your business.
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.
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