Shep Hyken's Blog, page 42
June 5, 2023
Shifting to the Employee Experience (EX) Mindset with Tiffani Bova
Top Takeaways:
Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.
Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.
If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs.
Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something.
54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree.
To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees.
Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS).
Tiffani shares highlight from her latest book, The Experience Mindset: Changing the Way You Think About Growth , including an intentional approach to happy employees for every team in your organization.
Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in!
Quotes:
About:
Why is employee experience important?
How can improving both employee experience and customer experience impact a company’s growth?
How can you measure the employee experience?
Who owns employee experience at a company?
Why is it important for executives to spend time on the frontlines?
Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.
Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.
If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs.
Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something.
54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree.
To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees.
Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS).
Tiffani shares highlight from her latest book, The Experience Mindset: Changing the Way You Think About Growth , including an intentional approach to happy employees for every team in your organization.
Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in!
Quotes:
“The customer should be at the center of all your decisions. They are your true north.”
“Focusing on employee experience is not about creating a role or a group. It is not about budget, headcount, or who has control. It is about shifting the mindset.”
“Often the C-suite is not aware that there is lack of integration, outdated tactics, broken processes, and access to data in companies that affect customer-facing employees the most.”
“Many executives don’t use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be.”
About:
Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, 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:
Why is employee experience important?
How can improving both employee experience and customer experience impact a company’s growth?
How can you measure the employee experience?
Who owns employee experience at a company?
Why is it important for executives to spend time on the frontlines?
Top 5 Customer Service & CX Articles for the Week of June 5, 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.
Customer Support Is an Investment, Not an Expense by Dave Seaton
(CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes. But when reducing overall costs, executives believe customer support just gets a trim — a little off the top — and as a result, won’t suffer any serious consequences. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine.
My Comment: This article is in alignment with one of the most important ideas I’ve been preaching to clients. Customer service/support doesn’t cost. It pays. When done the right way, it’s a revenue generator. Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. This article goes straight to the idea that is perfectly said in the title: Customer support is an investment, not an expense.
7 Simple Keys to Customer Loyalty by Alicia Lavay
(Retail Customer Experience) It’s more than bad taste; it’s bad business. Data clearly shows that it costs more than twice as much to get a new client than it costs to keep an existing one, partly because happy customers refer their friends — that’s free word of mouth marketing! Moveover, disgruntled ex-customers often take their revenge by “flaming” the suppliers who have not appreciated them (not unlike a jilted lover seeking justice on social media!)
My Comment: I love this article for two reasons. First, the ideas shared are easy to understand and should be considered by every type of business. I also like the story the author uses to set it up. It’s been along for a while. I’ve even used it. It makes a great point, and it will even make you smile – maybe laugh.
How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl
(Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. The AI-based technology is being viewed as the biggest innovation in decades, relegating the text chatbot a dinosaur of “old tech” in comparison. The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience.
My Comment: ChatGPT continues to be a hot topic. I see people’s concerns (and agree with the comments in this article), yet we must recognize the platform’s power if it is used properly. Here is an excellent interview on how retail (and other industries) will benefit from the power of using this technology to create a better customer experience.
ips for an Engaging Customer Experience on Your Website by The Voice Newspaper
(The Voice Newspaper) IN THE fast-paced world of digital commerce, fostering an engaging customer experience on your website is paramount. This interactive space serves not only as your digital storefront but also as a touchpoint that shapes your relationship with your customers. This blog post delves into actionable strategies to enhance your website’s user engagement, boost user satisfaction, and foster brand loyalty.
My Comment: Many companies don’t realize it, but a significant touchpoint with customers is when they visit the website. I’ve always preached that the website is built by people to be used by people. This article touches on some opportunities to create a better website experience, which is essential to the customer experience.
Employee Experience VS Customer Experience – Which is Important in Business? by Kelvin Brown
(TechEconomy) Understanding trends in any given field helps businesses understand what conversations are happening in the industry broadly and likely strategic topics for their competitors. In other words, if everyone else is talking about a new technology and how it impacts business operations, why aren’t we?
My Comment: If you’ve been following my work, you know that I preached at the employee experience (EX) is as important, if not even more, than, the customer experience. What’s happening on the inside of an organization is felt on the outside by the customer. Here’s an excellent article that reinforces that exact message with plenty of tips, stats, and tactics to get you to become employee-focused.
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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Customer Support Is an Investment, Not an Expense by Dave Seaton
(CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes. But when reducing overall costs, executives believe customer support just gets a trim — a little off the top — and as a result, won’t suffer any serious consequences. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine.
My Comment: This article is in alignment with one of the most important ideas I’ve been preaching to clients. Customer service/support doesn’t cost. It pays. When done the right way, it’s a revenue generator. Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. This article goes straight to the idea that is perfectly said in the title: Customer support is an investment, not an expense.
7 Simple Keys to Customer Loyalty by Alicia Lavay
(Retail Customer Experience) It’s more than bad taste; it’s bad business. Data clearly shows that it costs more than twice as much to get a new client than it costs to keep an existing one, partly because happy customers refer their friends — that’s free word of mouth marketing! Moveover, disgruntled ex-customers often take their revenge by “flaming” the suppliers who have not appreciated them (not unlike a jilted lover seeking justice on social media!)
My Comment: I love this article for two reasons. First, the ideas shared are easy to understand and should be considered by every type of business. I also like the story the author uses to set it up. It’s been along for a while. I’ve even used it. It makes a great point, and it will even make you smile – maybe laugh.
How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl
(Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. The AI-based technology is being viewed as the biggest innovation in decades, relegating the text chatbot a dinosaur of “old tech” in comparison. The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience.
My Comment: ChatGPT continues to be a hot topic. I see people’s concerns (and agree with the comments in this article), yet we must recognize the platform’s power if it is used properly. Here is an excellent interview on how retail (and other industries) will benefit from the power of using this technology to create a better customer experience.
ips for an Engaging Customer Experience on Your Website by The Voice Newspaper
(The Voice Newspaper) IN THE fast-paced world of digital commerce, fostering an engaging customer experience on your website is paramount. This interactive space serves not only as your digital storefront but also as a touchpoint that shapes your relationship with your customers. This blog post delves into actionable strategies to enhance your website’s user engagement, boost user satisfaction, and foster brand loyalty.
My Comment: Many companies don’t realize it, but a significant touchpoint with customers is when they visit the website. I’ve always preached that the website is built by people to be used by people. This article touches on some opportunities to create a better website experience, which is essential to the customer experience.
Employee Experience VS Customer Experience – Which is Important in Business? by Kelvin Brown
(TechEconomy) Understanding trends in any given field helps businesses understand what conversations are happening in the industry broadly and likely strategic topics for their competitors. In other words, if everyone else is talking about a new technology and how it impacts business operations, why aren’t we?
My Comment: If you’ve been following my work, you know that I preached at the employee experience (EX) is as important, if not even more, than, the customer experience. What’s happening on the inside of an organization is felt on the outside by the customer. Here’s an excellent article that reinforces that exact message with plenty of tips, stats, and tactics to get you to become employee-focused.
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 1, 2023
Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers
This week, we feature an article by Miika Makitalo, CEO of HappyOrNot, the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience.
The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.
Today, the customer experience has become much more personalized and data-driven. With the rise of digital technology, customers can interact with businesses through various channels. This includes social media, email, chatbots, and mobile apps.
The Future of the Customer Experience: Innovative Technologies and Personalization
As technology continues to advance, so does the customer experience. We’re already seeing innovations changing how businesses interact with their customers.
For example, robots deliver pizza and other goods, while AI algorithms proactively suggest products based on customers’ previous purchases and browsing behavior. This level of personalization will only increase with businesses using data analytics to understand their customers’ needs and preferences better.
Balancing Innovation and Customer Satisfaction
Even though innovation is essential in improving the customer experience, ensuring customers are happy with their experience is equally important. It’s crucial in building customer loyalty and maintaining a positive brand image.
While introducing new technologies and innovative experiences can attract customers, ensuring they don’t negatively impact the customer experience is key. Companies must constantly monitor customer feedback and use data analytics to identify areas where improvements can be made.
The Importance of Human Interaction in Customer Experience
While technology and data analytics have revolutionized how businesses interact with customers, it’s important to remember that human interaction is still crucial in delivering a positive customer experience.
Customers appreciate when businesses take the time to listen to their concerns and offer personalized solutions. Companies that prioritize human interaction alongside technology and data analytics are the ones that will succeed in creating a positive customer experience that drives customer loyalty and business growth.
“Businesses don’t have to guess what their customers want anymore and can instead ask them directly what they’re looking to get from a brand experience and apply that knowledge to add even more value to their bottom line.”
– Miika Mäkitalo, CEO, HappyOrNot
How Data Analytics Can Enhance the Customer Experience
As businesses continue to innovate and introduce new technologies to improve the customer experience, data analytics will play an increasingly important role in ensuring these experiences are positive and engaging. This leads to repeat business.
Here are 3 ways data analytics can be used to enhance the customer experience:
Workforce management: By analyzing customer data, businesses can gain insight into customer behavior and preferences. This allows them to manage their workforce better to address those expectations.
Predictive Analytics: Knowing customer experience score trends at any given timeframe allows businesses for a more proactive approach that’s better suited for periods of higher activity.
Real-time improvement: By monitoring customer feedback in real-time, companies can quickly identify and address issues. This ensures customers have a positive experience every time they interact with the business.
The customer experience has significantly changed over the past decade, with data analytics playing an increasingly important role. But while innovation is crucial in improving the customer experience, ensuring customer satisfaction remains a top priority.
Ultimately, human interactions remain crucial in delivering a positive customer experience. And businesses that prioritize human interaction alongside technology and data analytics will succeed in building long-term customer relationships.
Miika Makitalo is the CEO of HappyOrNot, the leading customer satisfaction management solution that utilizes innovative smiley-faced terminals to quickly and easily collect and analyze customer feedback. By leveraging real-time customer data, HappyOrNot, allows businesses to understand better their service performance. This can help inform decision-making and improve operations and customer experiences.
Read Shep’s latest Forbes article: Ten Ways For Writers To Use ChatGPT
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The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.
Today, the customer experience has become much more personalized and data-driven. With the rise of digital technology, customers can interact with businesses through various channels. This includes social media, email, chatbots, and mobile apps.
The Future of the Customer Experience: Innovative Technologies and Personalization
As technology continues to advance, so does the customer experience. We’re already seeing innovations changing how businesses interact with their customers.
For example, robots deliver pizza and other goods, while AI algorithms proactively suggest products based on customers’ previous purchases and browsing behavior. This level of personalization will only increase with businesses using data analytics to understand their customers’ needs and preferences better.
Balancing Innovation and Customer Satisfaction
Even though innovation is essential in improving the customer experience, ensuring customers are happy with their experience is equally important. It’s crucial in building customer loyalty and maintaining a positive brand image.
While introducing new technologies and innovative experiences can attract customers, ensuring they don’t negatively impact the customer experience is key. Companies must constantly monitor customer feedback and use data analytics to identify areas where improvements can be made.
The Importance of Human Interaction in Customer Experience
While technology and data analytics have revolutionized how businesses interact with customers, it’s important to remember that human interaction is still crucial in delivering a positive customer experience.
Customers appreciate when businesses take the time to listen to their concerns and offer personalized solutions. Companies that prioritize human interaction alongside technology and data analytics are the ones that will succeed in creating a positive customer experience that drives customer loyalty and business growth.
“Businesses don’t have to guess what their customers want anymore and can instead ask them directly what they’re looking to get from a brand experience and apply that knowledge to add even more value to their bottom line.”
– Miika Mäkitalo, CEO, HappyOrNot
How Data Analytics Can Enhance the Customer Experience
As businesses continue to innovate and introduce new technologies to improve the customer experience, data analytics will play an increasingly important role in ensuring these experiences are positive and engaging. This leads to repeat business.
Here are 3 ways data analytics can be used to enhance the customer experience:
Workforce management: By analyzing customer data, businesses can gain insight into customer behavior and preferences. This allows them to manage their workforce better to address those expectations.
Predictive Analytics: Knowing customer experience score trends at any given timeframe allows businesses for a more proactive approach that’s better suited for periods of higher activity.
Real-time improvement: By monitoring customer feedback in real-time, companies can quickly identify and address issues. This ensures customers have a positive experience every time they interact with the business.
The customer experience has significantly changed over the past decade, with data analytics playing an increasingly important role. But while innovation is crucial in improving the customer experience, ensuring customer satisfaction remains a top priority.
Ultimately, human interactions remain crucial in delivering a positive customer experience. And businesses that prioritize human interaction alongside technology and data analytics will succeed in building long-term customer relationships.
Miika Makitalo is the CEO of HappyOrNot, the leading customer satisfaction management solution that utilizes innovative smiley-faced terminals to quickly and easily collect and analyze customer feedback. By leveraging real-time customer data, HappyOrNot, allows businesses to understand better their service performance. This can help inform decision-making and improve operations and customer experiences.
Read Shep’s latest Forbes article: Ten Ways For Writers To Use ChatGPT
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May 30, 2023
Please Put Me Back On Hold!
“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience. He found a major friction point for new patients trying to make appointments was the initial phone call, when they often experienced longer than usual hold times.
Good news for Dr. Green! Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience.
What can we do to ease the pain?
The ultimate solution would have been eliminating the hold, but that wasn’t feasible for first-time callers. So Slutsky asked, “What can we do to ease the pain?” (No pun intended.)
His answer was to create an on-hold experience that would make people say, “Please put me back on hold!” Instead of the typical, boring on-hold music, Slutsky asked the staff to create a list of their favorite songs about or relating to feet. The song list grew, and Slutsky put together a fun message acknowledging that “people hate to be put on hold.”
Following that, he introduced segments of the following songs:
Walking On Sunshine by Katrina and the Waves
Tiny Dancer by Elton John
Footloose by Kenny Loggins
Get On Your Feet by Gloria Estefan
Back On My Feet Again by The Babys
And many more!
During the call, the patient can hit the “0” button and leave a voicemail. But many like to listen to the music. In between the song segments, Slutsky takes on the role of DJ and introduces the songs mixed in with marketing messages about foot and ankle clinics. If you want to experience Slutsky’s creativity, you can listen to the entire message by clicking here.
If you know of any friction points along your customer’s journey, you have two options: 1) Find a way to eliminate them, or 2) Find a way to make them more tolerable.
Slutsky has masterfully used option No. 2 to manage the wait time new patients experience. How do you handle the friction points in your business to provide a frictionless customer 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.
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May 29, 2023
Transactional VS Emotional Customer Loyalty with Mark Ross-Smith
Top Takeaways:
Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.
In the recent Achieving Customer Amazement study, 69% of customers say loyalty programs are important to them. That’s almost seven out of ten customers who appreciate a good loyalty program.
True loyalty programs are not just about points and perks; that is more about marketing. True loyalty is when a customer chooses to do business with you even when they have other options, regardless of the rewards.
A successful loyalty program is not designed for everyone. It should work really well for a certain group of customers and reasonably well for a slightly larger one.
There are two ways to get people more invested in a brand. First is the transactional way, such as getting customers to subscribe to a product. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences.
Transactional incentives and emotional engagement have their roles in creating loyalty. Brands must learn to find a balance between the two to build long-term customer loyalty.
Some brands use the five love languages to tap into the emotional side of their customers – Words of affirmation (“You’re one of our most important customers.”), Quality time (Spending time to ask them about their day or their experience), gifts, acts of service, and physical touch (a handshake or a gentle tap on the shoulder when appropriate).
Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. Tune in!
Quotes:
About:
What is a loyalty program?
What is a successful loyalty program?
What is the difference between transactional and emotional loyalty?
How do brands leverage the five love languages to create customer loyalty?
How does an emotional connection impact customer spending?
Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience.
In the recent Achieving Customer Amazement study, 69% of customers say loyalty programs are important to them. That’s almost seven out of ten customers who appreciate a good loyalty program.
True loyalty programs are not just about points and perks; that is more about marketing. True loyalty is when a customer chooses to do business with you even when they have other options, regardless of the rewards.
A successful loyalty program is not designed for everyone. It should work really well for a certain group of customers and reasonably well for a slightly larger one.
There are two ways to get people more invested in a brand. First is the transactional way, such as getting customers to subscribe to a product. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences.
Transactional incentives and emotional engagement have their roles in creating loyalty. Brands must learn to find a balance between the two to build long-term customer loyalty.
Some brands use the five love languages to tap into the emotional side of their customers – Words of affirmation (“You’re one of our most important customers.”), Quality time (Spending time to ask them about their day or their experience), gifts, acts of service, and physical touch (a handshake or a gentle tap on the shoulder when appropriate).
Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. Tune in!
Quotes:
“When customers are emotionally invested in a brand, they tend to spend more money, engage more, tell their friends, and are more accepting when things go wrong.”
“Be a customer of your own product. Learn the challenging situations that your customers face throughout their experience. Being a customer of your business is fantastic training for learning how to improve the customer experience and the loyalty experience.”
“True loyalty is a two-way street. The customer shows brand love through transacting and being loyal even when they have other options. The brand rewards their loyal customers through incentives and providing them with a great experience.”
About:
Mark Ross-Smith, a.k.a Mr. Loyalty and the CEO and Co-Founder of Loyalty Data Co, the parent company of StatusMatch.com, a loyalty platform that helps individual consumers and corporate clients get equivalent value status with a competing airline and hotel.
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 a loyalty program?
What is a successful loyalty program?
What is the difference between transactional and emotional loyalty?
How do brands leverage the five love languages to create customer loyalty?
How does an emotional connection impact customer spending?
May 28, 2023
Top 5 Customer Service & CX Articles for the Week of May 29, 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.
In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman
(CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. During their exclusive interview, Cue emphasized Apple’s commitment to only pursuing projects that will be meaningful to the customer.
My Comment: I’m not a financial advisor, so this is just an opinion – but it’s based on research and history. Publicly held companies that deliver the best customer service and/or are more convenient outperform the stock market, often by a significant margin. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.”
3 Ways to Better Support Customer Reviews by Nichole Devolites
(CMSWire) Back in 2007, Google first introduced the business rating system in the US to allow businesses to post on their business page. At first, this rating system was seen as an opportunity to reach more potential customers while promoting businesses in new ways. For businesses, this meant being held accountable to a standard of excellence that Americans have always come to expect. All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own.
My Comment: How do you improve the ratings your customers give you? First and foremost, deliver a great experience that customers want and expect – but there are other ideas, and this article is a good place to start. The author has her opinion on the flaws in reviews and then shares three tactics to optimize the review strategy.
Can Customers Tell You How to Run Your Business? by Tom Wormald
(CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. While this seems like a great strategy, it actually delivers a somewhat narrow outlook. Why? Because it reduces understanding of your customers to their relationship with your products alone. It dehumanises them, in a way.
My Comment: I was intrigued by the title of this article: “Can Customers Tell You How to Run Your Business?” Great question. You can run your business any way you please, but if you want to be successful, you should listen to what your customers say. While they may not tell you how to run or operate your business, they will tell you what they like, don’t like, and how you can improve. Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven.
5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners
(PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. While ancillary products are not a new concept, the sophistication with which they are merchandised has entered new territories thanks to artificial intelligence-led innovations. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.
My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. I refer to this as a hospitality mentality. This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.)
17 Tips to Help Leaders Navigate Wavering Consumer Behavior Patterns by Fast Company Executive Board
(Fast Company) Although innovative technologies continue to evolve in order to keep up with changing consumer trends in the marketplace, sometimes it is still difficult for business leaders to gauge which way their particular client or potential customer may be leaning next.
My Comment: If you want to deliver the best customer service and experience, then you must understand your customers. Here is a compilation of 17 experts from the Fast Company Executive Board who share their thoughts on understanding consumer behaviors to create a better experience and increase sales.
BONUS
Best Customer Experience Books to Read in 2023 by Justin Herrick
(Medallia) CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list. Becoming a customer experience (CX) expert doesn’t happen overnight, and even the most successful leaders in CX still turn to their peers to expand their knowledge.
My Comment: I’m once again honored to make a list of the best customer experience books to read (in 2023), featuring I’ll Be Back: How to Get Customers to Come Back Again and Again, and this time Medallia compiles the list. I’ve personally read nine of the eleven books featured on this list. I’ll buy the other two. So, plan to do some summer reading and enjoy taking your business to the next level by delving an amazing experience that gets customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman
(CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. During their exclusive interview, Cue emphasized Apple’s commitment to only pursuing projects that will be meaningful to the customer.
My Comment: I’m not a financial advisor, so this is just an opinion – but it’s based on research and history. Publicly held companies that deliver the best customer service and/or are more convenient outperform the stock market, often by a significant margin. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.”
3 Ways to Better Support Customer Reviews by Nichole Devolites
(CMSWire) Back in 2007, Google first introduced the business rating system in the US to allow businesses to post on their business page. At first, this rating system was seen as an opportunity to reach more potential customers while promoting businesses in new ways. For businesses, this meant being held accountable to a standard of excellence that Americans have always come to expect. All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own.
My Comment: How do you improve the ratings your customers give you? First and foremost, deliver a great experience that customers want and expect – but there are other ideas, and this article is a good place to start. The author has her opinion on the flaws in reviews and then shares three tactics to optimize the review strategy.
Can Customers Tell You How to Run Your Business? by Tom Wormald
(CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. While this seems like a great strategy, it actually delivers a somewhat narrow outlook. Why? Because it reduces understanding of your customers to their relationship with your products alone. It dehumanises them, in a way.
My Comment: I was intrigued by the title of this article: “Can Customers Tell You How to Run Your Business?” Great question. You can run your business any way you please, but if you want to be successful, you should listen to what your customers say. While they may not tell you how to run or operate your business, they will tell you what they like, don’t like, and how you can improve. Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven.
5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners
(PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. While ancillary products are not a new concept, the sophistication with which they are merchandised has entered new territories thanks to artificial intelligence-led innovations. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.
My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. I refer to this as a hospitality mentality. This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.)
17 Tips to Help Leaders Navigate Wavering Consumer Behavior Patterns by Fast Company Executive Board
(Fast Company) Although innovative technologies continue to evolve in order to keep up with changing consumer trends in the marketplace, sometimes it is still difficult for business leaders to gauge which way their particular client or potential customer may be leaning next.
My Comment: If you want to deliver the best customer service and experience, then you must understand your customers. Here is a compilation of 17 experts from the Fast Company Executive Board who share their thoughts on understanding consumer behaviors to create a better experience and increase sales.
BONUS
Best Customer Experience Books to Read in 2023 by Justin Herrick
(Medallia) CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list. Becoming a customer experience (CX) expert doesn’t happen overnight, and even the most successful leaders in CX still turn to their peers to expand their knowledge.
My Comment: I’m once again honored to make a list of the best customer experience books to read (in 2023), featuring I’ll Be Back: How to Get Customers to Come Back Again and Again, and this time Medallia compiles the list. I’ve personally read nine of the eleven books featured on this list. I’ll buy the other two. So, plan to do some summer reading and enjoy taking your business to the next level by delving an amazing experience that gets customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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May 26, 2023
Guest Post: How Next-Generation Loyalty Programs Elevate Customer Experiences
This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo, a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.
In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.
To meet the demands of today’s discerning consumers, businesses are embracing next-generation loyalty programs that prioritize customer experiences. These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty.
These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.
Traditional Loyalty Programs: Limitations and Challenges
Traditional loyalty programs, with their focus on transactional rewards and points accumulation, face several limitations and challenges in today’s competitive landscape. These programs often suffer from low engagement and program fatigue as customers become overwhelmed with an abundance of loyalty options.
Moreover, the lack of differentiation among programs makes it challenging for businesses to stand out and build meaningful connections with customers. Additionally, the one-size-fits-all approach fails to address the growing demand for personalized experiences. Recognizing these shortcomings is crucial for businesses to understand the need for next-generation loyalty programs that prioritize customer-centricity and enhanced experiences.
The Shift to Next-Generation Loyalty Programs
Recognizing traditional loyalty programs’ limitations, businesses are shifting towards next-generation loyalty programs that prioritize customer experiences.
These innovative programs place the customer at the center, aiming to create personalized, memorable interactions that go beyond mere transactions. By embracing next-generation loyalty programs, companies can build stronger emotional connections, foster brand advocacy, and enhance long-term customer loyalty.
At the heart of these programs lies customer-centricity, where businesses gather comprehensive data to understand individual preferences and behaviors. Armed with this knowledge, they can deliver highly personalized experiences and rewards that resonate with customers on a deeper level.
Moreover, these programs extend beyond tangible rewards by offering experiential benefits. Businesses create lasting memories that leave a positive impression on customers by providing unique and exclusive experiences, such as VIP access, events, or personalized services.
The shift to next-generation loyalty programs is driven by the recognition that exceptional customer experiences are the key to success in a highly competitive marketplace.
Innovative Elements of Next-Generation Loyalty Programs
Next-generation loyalty programs introduce a range of innovative elements that enhance customer experiences and drive engagement. These elements go beyond traditional rewards and points accumulation, elevating loyalty programs to new heights of effectiveness and appeal.
One key element is gamification, which incorporates game-like features such as challenges, leaderboards, and achievements into loyalty programs. By tapping into customers’ innate desire for competition, achievement, and rewards, gamification increases the program’s engagement, loyalty, and enjoyment.
Personalization is another vital element of next-generation loyalty programs. Through collecting and analyzing customer data, businesses can tailor rewards, offers, and communications to each individual’s preferences and behaviors. This level of personalization creates a sense of exclusivity and relevance, fostering stronger emotional connections with customers.
Experiential rewards add an extra dimension to loyalty programs. Instead of solely focusing on tangible rewards, businesses offer unique experiences such as behind-the-scenes tours, special events, or access to exclusive services. These experiential rewards create memorable moments for customers, forging deep connections and generating positive word-of-mouth.
Next-generation loyalty programs also integrate social loyalty elements. Businesses foster a sense of belonging and collaboration by creating communities and encouraging interaction among program members. This social dimension enhances engagement, encourages advocacy, and strengthens brand loyalty.
Overcoming Implementation Challenges
Implementing next-generation loyalty programs may present certain challenges, but with proper planning and strategies, these obstacles can be overcome.
One common challenge is effectively managing the vast amount of customer data required for personalization. Adopting robust data management systems and practices and ensuring data privacy and security can help businesses leverage customer insights while maintaining trust.
Technological requirements can pose challenges, such as integrating loyalty platforms with existing systems or implementing mobile applications. Thorough planning, investment in scalable technologies, and collaboration with experienced technology partners can streamline implementation processes.
Internal alignment is crucial for successful implementation. Businesses should ensure that all stakeholders, including marketing, customer service, and IT teams, are aligned with the goals and strategies of the loyalty program. Clear communication, training, and ongoing support are essential to engage and empower employees throughout the implementation journey.
Final thoughts
As businesses navigate an increasingly competitive landscape, next-generation loyalty programs that prioritize customer experiences are emerging as powerful tools for driving engagement, loyalty, and advocacy.
Companies can create transformative loyalty programs by shifting from traditional transactional approaches to innovative strategies that incorporate elements like gamification, personalization, experiential rewards, and social loyalty. These programs elevate customer experiences, foster emotional connections, and differentiate brands in a crowded marketplace. With careful implementation, overcoming challenges, and measuring success through relevant metrics, businesses can unlock the full potential of next-generation loyalty programs, leading to stronger customer relationships, increased loyalty, and sustained long-term business growth.
By embracing loyalty redefined, businesses can position themselves at the forefront of customer-centric excellence.
Zsuzsa is the Co-founder, CMO and Head of Partnerships of Antavo. Forbes lists her as one of Europe’s top 100 female founders in tech. Zsuzsa is a former journalist recognized by the European Commission.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: How Jesse Cole Transformed The Savannah Bananas Into A Marketing Phenomenon
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In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.
To meet the demands of today’s discerning consumers, businesses are embracing next-generation loyalty programs that prioritize customer experiences. These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty.
These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.
Traditional Loyalty Programs: Limitations and Challenges
Traditional loyalty programs, with their focus on transactional rewards and points accumulation, face several limitations and challenges in today’s competitive landscape. These programs often suffer from low engagement and program fatigue as customers become overwhelmed with an abundance of loyalty options.
Moreover, the lack of differentiation among programs makes it challenging for businesses to stand out and build meaningful connections with customers. Additionally, the one-size-fits-all approach fails to address the growing demand for personalized experiences. Recognizing these shortcomings is crucial for businesses to understand the need for next-generation loyalty programs that prioritize customer-centricity and enhanced experiences.
The Shift to Next-Generation Loyalty Programs
Recognizing traditional loyalty programs’ limitations, businesses are shifting towards next-generation loyalty programs that prioritize customer experiences.
These innovative programs place the customer at the center, aiming to create personalized, memorable interactions that go beyond mere transactions. By embracing next-generation loyalty programs, companies can build stronger emotional connections, foster brand advocacy, and enhance long-term customer loyalty.
At the heart of these programs lies customer-centricity, where businesses gather comprehensive data to understand individual preferences and behaviors. Armed with this knowledge, they can deliver highly personalized experiences and rewards that resonate with customers on a deeper level.
Moreover, these programs extend beyond tangible rewards by offering experiential benefits. Businesses create lasting memories that leave a positive impression on customers by providing unique and exclusive experiences, such as VIP access, events, or personalized services.
The shift to next-generation loyalty programs is driven by the recognition that exceptional customer experiences are the key to success in a highly competitive marketplace.
Innovative Elements of Next-Generation Loyalty Programs
Next-generation loyalty programs introduce a range of innovative elements that enhance customer experiences and drive engagement. These elements go beyond traditional rewards and points accumulation, elevating loyalty programs to new heights of effectiveness and appeal.
One key element is gamification, which incorporates game-like features such as challenges, leaderboards, and achievements into loyalty programs. By tapping into customers’ innate desire for competition, achievement, and rewards, gamification increases the program’s engagement, loyalty, and enjoyment.
Personalization is another vital element of next-generation loyalty programs. Through collecting and analyzing customer data, businesses can tailor rewards, offers, and communications to each individual’s preferences and behaviors. This level of personalization creates a sense of exclusivity and relevance, fostering stronger emotional connections with customers.
Experiential rewards add an extra dimension to loyalty programs. Instead of solely focusing on tangible rewards, businesses offer unique experiences such as behind-the-scenes tours, special events, or access to exclusive services. These experiential rewards create memorable moments for customers, forging deep connections and generating positive word-of-mouth.
Next-generation loyalty programs also integrate social loyalty elements. Businesses foster a sense of belonging and collaboration by creating communities and encouraging interaction among program members. This social dimension enhances engagement, encourages advocacy, and strengthens brand loyalty.
Overcoming Implementation Challenges
Implementing next-generation loyalty programs may present certain challenges, but with proper planning and strategies, these obstacles can be overcome.
One common challenge is effectively managing the vast amount of customer data required for personalization. Adopting robust data management systems and practices and ensuring data privacy and security can help businesses leverage customer insights while maintaining trust.
Technological requirements can pose challenges, such as integrating loyalty platforms with existing systems or implementing mobile applications. Thorough planning, investment in scalable technologies, and collaboration with experienced technology partners can streamline implementation processes.
Internal alignment is crucial for successful implementation. Businesses should ensure that all stakeholders, including marketing, customer service, and IT teams, are aligned with the goals and strategies of the loyalty program. Clear communication, training, and ongoing support are essential to engage and empower employees throughout the implementation journey.
Final thoughts
As businesses navigate an increasingly competitive landscape, next-generation loyalty programs that prioritize customer experiences are emerging as powerful tools for driving engagement, loyalty, and advocacy.
Companies can create transformative loyalty programs by shifting from traditional transactional approaches to innovative strategies that incorporate elements like gamification, personalization, experiential rewards, and social loyalty. These programs elevate customer experiences, foster emotional connections, and differentiate brands in a crowded marketplace. With careful implementation, overcoming challenges, and measuring success through relevant metrics, businesses can unlock the full potential of next-generation loyalty programs, leading to stronger customer relationships, increased loyalty, and sustained long-term business growth.
By embracing loyalty redefined, businesses can position themselves at the forefront of customer-centric excellence.
Zsuzsa is the Co-founder, CMO and Head of Partnerships of Antavo. Forbes lists her as one of Europe’s top 100 female founders in tech. Zsuzsa is a former journalist recognized by the European Commission.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: How Jesse Cole Transformed The Savannah Bananas Into A Marketing Phenomenon
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May 24, 2023
Sometimes Customers Are Just Having a Bad Day
You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality.
And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality.
I once went to an amazing restaurant – at least, I was told it was amazing. That evening, I had a bad cold. The people I was with raved about the food. However, I didn’t have the same experience. It had nothing to do with the food. It had to do with how I was feeling.
When customers aren’t responding to the excellent service you’re providing the way you want them to, you might refer to them as “difficult” customers. The question to ask is, “What’s making them difficult?” Maybe they have a legitimate gripe. Maybe they have unreasonable expectations. Or maybe, as in my example of the restaurant, they aren’t feeling well.
I was reading a LinkedIn post from Valerie Choniuk, the national director of patient experience at Agilon Health, who described exactly what I’m referring to. A hospital may be known for its compassionate treatment and commitment to taking care of its patients, but if patients are in great pain, they may not be able to “enjoy” the experience you provide. That patient may be the nicest person in the world, but because of the pain, may become a difficult customer. To Choniuk’s point, “Patients are not purposely GIVING us a hard time. They are HAVING a hard time.”
You can’t make everyone happy.
Sure, some people are chronic curmudgeons. You may never be able to make them happy. Accept it. Other customers are very nice people just having a bad day. You must accept that, too. Continue to do your best, regardless. If you can turn the mood of a person having a bad day into something better, you can declare victory. But don’t stress over it if you can’t.
Not every experience you create for your customers will be exceptional, no matter how hard you try. But the point is that you try. Nobody is perfect, and things can go wrong. That’s okay. It’s how you fix it that makes the difference. And then there are days when it seems things did go well, but you still can’t make that customer happy, no matter how hard you try. It’s like a professional sports team that played a great game but lost. It’s going to happen. And, it’s not your fault. If you can sleep at night knowing you did your best, you should sleep well.
So do your best, and remember, sometimes customers are just having a bad day!
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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May 22, 2023
AI is the Future of Customer Service and CX with Mario Matulich
Top Takeaways:
There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment.
Generative AI and other forms of self-service provide a win-win solution for organizations and customers. It gives companies solution to create a better agent experience, and it allows the customers to resolve issues quickly without having to put up with long wait times.
To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development.
Artificial Intelligence will not eliminate the need for customer support professionals. Instead, it will assist agents with knowledge management, eliminate mundane work, and allow agents to focus on what they do best: serve customers.
Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction.
The employees in the frontline do more than answer phones. They retain customers, generate revenue, and serve as an extension of the research and development department. They have information and insights from interacting with customers that managers and C-suite may not have access to.
Plus, Shep and Mario discuss what to expect in Customer Contact Week Las Vegas on June 19-20, 2023, featuring a keynote speech from Grammy® Award-winning Musician & Entrepreneur, Pitbull. Tune in!
Quotes:
About:
How is AI transforming contact centers?
What are the advantages of self-service systems?
How does ChatGPT affect call centers?
Will artificial intelligence eliminate the need for customer contact agents?
What challenges do organizations face in hiring and retaining top talent?
There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment.
Generative AI and other forms of self-service provide a win-win solution for organizations and customers. It gives companies solution to create a better agent experience, and it allows the customers to resolve issues quickly without having to put up with long wait times.
To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development.
Artificial Intelligence will not eliminate the need for customer support professionals. Instead, it will assist agents with knowledge management, eliminate mundane work, and allow agents to focus on what they do best: serve customers.
Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction.
The employees in the frontline do more than answer phones. They retain customers, generate revenue, and serve as an extension of the research and development department. They have information and insights from interacting with customers that managers and C-suite may not have access to.
Plus, Shep and Mario discuss what to expect in Customer Contact Week Las Vegas on June 19-20, 2023, featuring a keynote speech from Grammy® Award-winning Musician & Entrepreneur, Pitbull. Tune in!
Quotes:
“Customer preferences have shifted dramatically in the last couple of years. Many customers want to self-serve. They want to effectively find a quick resolution to their challenges without the assistance of another human being, and AI can make that possible.”
“Generative AI not only plays a major role in self-service for customers. It will assist agents to be more effective and efficient so that personalized experience will be much more elevated in the coming years.”
“We need to provide the right care and appropriate oversight to ensure that AI and automation strategies are rolled out with a customer-first mentality.”
About:
Mario Matulich is the President and Managing Director of Customer Management Practice, a leader in market research, events, and customer-centricity. He played professional baseball for the Cleveland Guardians.
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 is AI transforming contact centers?
What are the advantages of self-service systems?
How does ChatGPT affect call centers?
Will artificial intelligence eliminate the need for customer contact agents?
What challenges do organizations face in hiring and retaining top talent?
Top 5 Customer Service & CX Articles for the Week of May 22, 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.
To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman
(Gallup) Neglecting culture affects your teams and your customers. Only 29% of employees strongly agree they’re proud of the quality of products or services their organization offers, and a meager 23% strongly agree their organization always delivers on the promises it makes to its customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.
My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.
Loyalty Programs – A Few Best Practices by MTS Staff Writer
(MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program. It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers. By implementing effective loyalty management practices, brands can better target their audience and offer them the best possible customer experience, rewards, and other benefits, ultimately driving long-term success.
My Comment: There have been numerous articles in this weekly roundup that have focused on customer loyalty. And here’s another, but with an emphasis on loyalty management, which is the processes, systems, and strategies used to create repeat business and, ultimately, true customer loyalty. In addition to sharing “must-have elements to build a successful loyalty program,” there is a list of seven of the more popular loyalty management software programs.
The State of Social Media 2023: Business Leaders Weigh in on What’s Next by Jamie Gilpin
(Sprout Social) Emerging technologies, rising consumer expectations and a shifting social media marketing landscape have left many with questions on how to navigate this changing terrain. To provide brands with a roadmap for success, we’re launching a new study that sheds light on how business leaders view social’s role within their organization.
My Comment: Your organization’s participation in social media is part of the customer experience. When customers post, and you respond with a comment, it’s a conversation that is open for the public to see and even participate in. While not the most popular channel, some customers use social media channels (Facebook, Twitter, etc.) to communicate with a company. Again, this is an excellent opportunity for the world to see how you respond to questions and problems. Here’s the article to help you learn what customers want and how businesses are approaching social media in 2023.
5 Customer Experience Strategies From RH by Blake Morgan
(Forbes) Purchasing furniture and home decor is a fairly standard experience. Customers browse online or wander through a stark showroom, order their pieces, and move on with their lives. RH (formerly Restoration Hardware) turns that on its head by creating an immersive experience that builds a lifestyle brand, not just sells products. RH’s unique approach to membership, social media, and physical stores has created a loyal following and incredible growth. Here are five customer experience strategies from RH.
My Comment: I love learning what popular brands do to deliver an exceptional customer experience. RH (formerly known as Restoration Hardware) is a brand with an incredibly loyal following. The author of this article, Blake Morgan, outlined five customer experience strategies RH uses to attract and retain their customers. By the way, my wife and I are in the middle of redecorating our living room, and we have chosen RH as the primary source of furniture, lamps, etc. So, we are experiencing firsthand what Blake writes about in this article.
Brands That Own Up To Mistakes With Humor Can Reap Marketing Gold by Dan Gingiss
(Dan Gingiss) When brands make mistakes, they may be best served by following the advice of an American writer known for his inspirational maxims. “To make mistakes is human; to stumble is commonplace; to be able to laugh at yourself is maturity,” wrote William Arthur Ward. KFC took that advice to heart when it made perhaps the ultimate mistake for a chicken restaurant: it ran out of chicken. After the shortage forced the shutdown of hundreds of restaurants in Britain, the chain took a full-page ad in British newspapers.
My Comment: Dan Gingiss finds his way back into the Top Five Roundup with an excellent article on how brands use humor to poke fun at their mistakes. Making fun of themselves “humanizes” the brand and lets the world know they own up to their mistakes and flaws. This humorous approach is a great marketing and CX strategy to consider when the right opportunity presents itself.
BONUS
Funny Tweets About Customer Service Interactions by Caroline Bologna
(Yahoo Life) When people need to get in touch with a company’s customer service department, they often turn to Twitter. So it’s only natural they might use the platform to share their hilarious anecdotes and musings about this topic. We’ve rounded up 25 too-real tweets about customer service interactions, both from the frustrated callers and the exhausted workers on the other end of the line. Keep scrolling for some major laughs and relatability.
My Comment: Following the Dan Gingiss article on humor and mistakes, here’s another funny one with plenty of examples. Twitter is still a channel customers use to communicate with a company’s customer service department. This article “rounds up” 25 funny tweets, many of which are sure to make you smile.
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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To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman
(Gallup) Neglecting culture affects your teams and your customers. Only 29% of employees strongly agree they’re proud of the quality of products or services their organization offers, and a meager 23% strongly agree their organization always delivers on the promises it makes to its customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.
My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.
Loyalty Programs – A Few Best Practices by MTS Staff Writer
(MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program. It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers. By implementing effective loyalty management practices, brands can better target their audience and offer them the best possible customer experience, rewards, and other benefits, ultimately driving long-term success.
My Comment: There have been numerous articles in this weekly roundup that have focused on customer loyalty. And here’s another, but with an emphasis on loyalty management, which is the processes, systems, and strategies used to create repeat business and, ultimately, true customer loyalty. In addition to sharing “must-have elements to build a successful loyalty program,” there is a list of seven of the more popular loyalty management software programs.
The State of Social Media 2023: Business Leaders Weigh in on What’s Next by Jamie Gilpin
(Sprout Social) Emerging technologies, rising consumer expectations and a shifting social media marketing landscape have left many with questions on how to navigate this changing terrain. To provide brands with a roadmap for success, we’re launching a new study that sheds light on how business leaders view social’s role within their organization.
My Comment: Your organization’s participation in social media is part of the customer experience. When customers post, and you respond with a comment, it’s a conversation that is open for the public to see and even participate in. While not the most popular channel, some customers use social media channels (Facebook, Twitter, etc.) to communicate with a company. Again, this is an excellent opportunity for the world to see how you respond to questions and problems. Here’s the article to help you learn what customers want and how businesses are approaching social media in 2023.
5 Customer Experience Strategies From RH by Blake Morgan
(Forbes) Purchasing furniture and home decor is a fairly standard experience. Customers browse online or wander through a stark showroom, order their pieces, and move on with their lives. RH (formerly Restoration Hardware) turns that on its head by creating an immersive experience that builds a lifestyle brand, not just sells products. RH’s unique approach to membership, social media, and physical stores has created a loyal following and incredible growth. Here are five customer experience strategies from RH.
My Comment: I love learning what popular brands do to deliver an exceptional customer experience. RH (formerly known as Restoration Hardware) is a brand with an incredibly loyal following. The author of this article, Blake Morgan, outlined five customer experience strategies RH uses to attract and retain their customers. By the way, my wife and I are in the middle of redecorating our living room, and we have chosen RH as the primary source of furniture, lamps, etc. So, we are experiencing firsthand what Blake writes about in this article.
Brands That Own Up To Mistakes With Humor Can Reap Marketing Gold by Dan Gingiss
(Dan Gingiss) When brands make mistakes, they may be best served by following the advice of an American writer known for his inspirational maxims. “To make mistakes is human; to stumble is commonplace; to be able to laugh at yourself is maturity,” wrote William Arthur Ward. KFC took that advice to heart when it made perhaps the ultimate mistake for a chicken restaurant: it ran out of chicken. After the shortage forced the shutdown of hundreds of restaurants in Britain, the chain took a full-page ad in British newspapers.
My Comment: Dan Gingiss finds his way back into the Top Five Roundup with an excellent article on how brands use humor to poke fun at their mistakes. Making fun of themselves “humanizes” the brand and lets the world know they own up to their mistakes and flaws. This humorous approach is a great marketing and CX strategy to consider when the right opportunity presents itself.
BONUS
Funny Tweets About Customer Service Interactions by Caroline Bologna
(Yahoo Life) When people need to get in touch with a company’s customer service department, they often turn to Twitter. So it’s only natural they might use the platform to share their hilarious anecdotes and musings about this topic. We’ve rounded up 25 too-real tweets about customer service interactions, both from the frustrated callers and the exhausted workers on the other end of the line. Keep scrolling for some major laughs and relatability.
My Comment: Following the Dan Gingiss article on humor and mistakes, here’s another funny one with plenty of examples. Twitter is still a channel customers use to communicate with a company’s customer service department. This article “rounds up” 25 funny tweets, many of which are sure to make you smile.
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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