Shep Hyken's Blog, page 43
May 16, 2023
Customer Service Is Like Dating
I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married.
The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.
Many companies spend a lot of money and expend tremendous effort to get you in the door or to their website. They entice you with marketing messages, advertising, and anything else that could tip the scale to move a customer from thinking about buying to actually making the purchase.
Marketing messages and advertising campaigns create credibility. A salesperson’s promises make you feel good about doing business with them and their company. And if all goes well, eventually, you make a sale.
Closing the deal
Some refer to this moment as “closing the deal.” I always joke about that phrase. “Closing the deal” signifies an ending, but in reality, it’s the beginning of the financial relationship. To put it in dating terms, everything else was courting the customer. Once the customer decides to buy, it’s like you proposed to them, and they said, “Yes.” And when the sale is finally made, it’s like getting married. And that is far from the end. It’s actually the beginning.
Once you can officially call someone a customer (versus a prospect), it’s time to keep them. In other words, you want to make the relationship last.
According to the American Psychological Association, in 2022, approximately 40-50% of first marriages end in divorce. And the No. 1 reason for divorce is simple: a lack of commitment. So, my question to a business is, “What percentage of your customers churn out after the first sale?” In other words, what’s the divorce rate of your customers?
The honeymoon phase
Once the sale is made, there is the honeymoon phase, in which the customer is excited about the purchase, and you let the customer know how excited you are about doing business with them. How long does that last? Ideally, the honeymoon phase should never end. While the excitement compared to the first time doing business may ebb and flow, the customer should always feel appreciated and, in marital terms, loved.
So what do you do to court your customers and, more importantly, keep your customers in the honeymoon phase? You don’t need to answer me. Spend time with your team and discuss what you do after the sale is made to keep your clients from divorcing you and starting a new relationship with a competitor.
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 15, 2023
Putting Customers First is a Game Changer with Jesse Cole
Top Takeaways:
The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followers on social media than any Major League Baseball team.
The best inspiration happens from what people are doing wrong. Ask what the biggest friction points in your customers’ experiences are. Then, do the opposite. The Savannah Bananas took the biggest friction points in a baseball game and changed the rules. For example, a typical baseball game can run for over 3 hours. In Banana Ball, each game lasts no more than 2 hours.
Learn from outside your industry and bring that into your organization. Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team.
If everyone in your business makes the customers the stars and gives them the red carpet treatment, you make those customers feel like a million bucks. It changes everything for the customer, and your employees will have more purpose and pride in their work.
Ideas are the future. Work your idea muscle like you work out your regular muscles. Write down a few ideas every day, get together with your team, and share them. You’ll get more energy, inspiration, and purpose out of ideas.
Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. Get it at Amazon.
Plus, Jesse shares some incredible fan-first moments from their tour. Tune in!
Quotes:
About:
What is a customer-first culture?
How can organizations attract and retain talent?
What is idea creation in entrepreneurship?
What is the fan-focused movement?
How does a fan-focused strategy impact brand reputation?
The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followers on social media than any Major League Baseball team.
The best inspiration happens from what people are doing wrong. Ask what the biggest friction points in your customers’ experiences are. Then, do the opposite. The Savannah Bananas took the biggest friction points in a baseball game and changed the rules. For example, a typical baseball game can run for over 3 hours. In Banana Ball, each game lasts no more than 2 hours.
Learn from outside your industry and bring that into your organization. Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team.
If everyone in your business makes the customers the stars and gives them the red carpet treatment, you make those customers feel like a million bucks. It changes everything for the customer, and your employees will have more purpose and pride in their work.
Ideas are the future. Work your idea muscle like you work out your regular muscles. Write down a few ideas every day, get together with your team, and share them. You’ll get more energy, inspiration, and purpose out of ideas.
Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. Get it at Amazon.
Plus, Jesse shares some incredible fan-first moments from their tour. Tune in!
Quotes:
“Imagine what the best possible customer experience is and do that. Don’t settle for the way things have been done before.”
“Everyone talks about recruiting great talent. Don’t recruit, attract great talent. Build a culture that people want to be a part of. It’s the culture that keeps people.”
“Be patient in what you want for yourself, but be impatient about how much you give to others.”
About:
Jesse Cole is the founder of Fans First Entertainment and the owner of the Savannah Bananas. He is the author of Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience, Find Your Yellow Tux: How to Be Successful by Standing Out, and Banana Ball: The Unbelievably True Story of the Savannah Bananas.
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 customer-first culture?
How can organizations attract and retain talent?
What is idea creation in entrepreneurship?
What is the fan-focused movement?
How does a fan-focused strategy impact brand reputation?
Top 5 Customer Service & CX Articles for the Week of May 15, 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.
4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen
(Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences. Here are four ways brands can create more meaningful connections with their customers. Here are four ways brands can create more meaningful connections with their customers.
My Comment: I’m noticing a lot is being written about brand authenticity. Just last week, I included an article focused on this trending topic. Authenticity turns into trust, which is essential for repeat business and loyalty. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally.
The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu
(LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. However, many companies struggle to demonstrate a direct relationship between their NPS programs and financial performance. In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance.
My Comment: A lot has been written about NPS (Net Promotor Score) – and I’m one of the authors that does so. I’ve also included many articles about NPS in this weekly roundup. Well, here’s another one, this time focusing on the ROI of the measurement. Any customer satisfaction survey a company uses should provide insights that turn into actions that create better processes, increase customer satisfaction, and ultimately provide information that gets customers to return and spend more.
Can AI Deliver A Customer Experience Like A Grandmother Would? by Chip Bell
(Forbes) But can AI ever replace “grandmother service” — the wholesome, genuine connection that builds loyalty, not just efficiently performs a service? Can ChatGPT and its AI cousins yet to be created, generate a customer experience that leaves customers with such a compelling memory they want to become ardent brand advocates? Here are three features of #”grandmother service” beyond the capacity of AI.
My Comment: The title of the article emphasizes a concern through an intriguing question. Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand. Chip Bell, a customer service expert, shares his take on this important topic.
Social Listening: Keeping Your Fingers on the Pulse of Your Business Reputation, Part 1 by Keren Peters-Atkinson
(Monday Mornings with Madison) According to an ancient Chinese proverb, “A good reputation is more valuable than diamonds.” But how do you know what your company’s reputation really is? What do people say about your business out in the world? It starts with Social Listening. Social Listening is the process of monitoring online conversations about your brand, competitors, and industry. It involves tracking mentions of your brand on social media, forums, blogs, and other online channels.
My Comment: This is an excellent article about “Social Listening.” Your customers are talking about you over social media channels. Here are many tactics and tips on how to be a “good listener.” By the way, not only should you be listening, but you should be joining their conversations. That’s why it’s called “social.”
The Little Known Disadvantages of a Customer-first Strategy by Denyse Drummond-Dunn
(CustomerThink) The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Feel free to add your additions in the comments below.
My Comment: Are there disadvantages to having a customer-first strategy? According to this author, there are! First, she shares some of the advantages of a customer-first strategy before covering some of the pitfalls and disadvantages. I’ll admit to not agreeing with some of the author’s comments, but they are definitely making me think.
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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4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen
(Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences. Here are four ways brands can create more meaningful connections with their customers. Here are four ways brands can create more meaningful connections with their customers.
My Comment: I’m noticing a lot is being written about brand authenticity. Just last week, I included an article focused on this trending topic. Authenticity turns into trust, which is essential for repeat business and loyalty. Here you will find four ideas: showing humanity, keeping customers informed, creating a customer-first experience, and connecting emotionally.
The Missing Link: Connecting NPS Programs to Financial Success by Amitayu Basu
(LinkedIn Pulse) Customer experience (#cx ) and Net Promoter Score (#nps) have become key indicators for businesses to measure customer satisfaction and loyalty. However, many companies struggle to demonstrate a direct relationship between their NPS programs and financial performance. In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance.
My Comment: A lot has been written about NPS (Net Promotor Score) – and I’m one of the authors that does so. I’ve also included many articles about NPS in this weekly roundup. Well, here’s another one, this time focusing on the ROI of the measurement. Any customer satisfaction survey a company uses should provide insights that turn into actions that create better processes, increase customer satisfaction, and ultimately provide information that gets customers to return and spend more.
Can AI Deliver A Customer Experience Like A Grandmother Would? by Chip Bell
(Forbes) But can AI ever replace “grandmother service” — the wholesome, genuine connection that builds loyalty, not just efficiently performs a service? Can ChatGPT and its AI cousins yet to be created, generate a customer experience that leaves customers with such a compelling memory they want to become ardent brand advocates? Here are three features of #”grandmother service” beyond the capacity of AI.
My Comment: The title of the article emphasizes a concern through an intriguing question. Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand. Chip Bell, a customer service expert, shares his take on this important topic.
Social Listening: Keeping Your Fingers on the Pulse of Your Business Reputation, Part 1 by Keren Peters-Atkinson
(Monday Mornings with Madison) According to an ancient Chinese proverb, “A good reputation is more valuable than diamonds.” But how do you know what your company’s reputation really is? What do people say about your business out in the world? It starts with Social Listening. Social Listening is the process of monitoring online conversations about your brand, competitors, and industry. It involves tracking mentions of your brand on social media, forums, blogs, and other online channels.
My Comment: This is an excellent article about “Social Listening.” Your customers are talking about you over social media channels. Here are many tactics and tips on how to be a “good listener.” By the way, not only should you be listening, but you should be joining their conversations. That’s why it’s called “social.”
The Little Known Disadvantages of a Customer-first Strategy by Denyse Drummond-Dunn
(CustomerThink) The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Feel free to add your additions in the comments below.
My Comment: Are there disadvantages to having a customer-first strategy? According to this author, there are! First, she shares some of the advantages of a customer-first strategy before covering some of the pitfalls and disadvantages. I’ll admit to not agreeing with some of the author’s comments, but they are definitely making me think.
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 10, 2023
How to Break the Rules and Delight Customers
There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above. One of the concepts I cover in my customer service keynote speech is the idea of the “line in the sand.” Many companies train their employees in what they can’t do for customers. They have “rules” that have little or no flexibility. While it’s essential for employees to be trained on what they shouldn’t do, it may be more important to train them on what they can do. By that, I mean how far employees are allowed to go before they have to say “No.”
The Line in the Sand concept
I call this The Line in the Sand concept. It is important to draw that line, which is the boundary that employees aren’t allowed to cross, but at the same time, teach them what they can do to get right up to the line.
For example, I have a client in the luxury automobile market. This client has a team that travels to auto dealerships to help dealers with demanding customers they can’t seem to please. Members of this team believe in the power of saying “Yes” instead of “No.” They have the authority to refund the entire price of the car, even if it’s 10 years old. That’s their line in the sand – their last resort. They can get right up to it but can’t go past it. And by the way, they have never made it to that last resort. They have always found other ways to make discontented customers happy without getting to that line.
The key is training
The key is training, but it isn’t just imparted in one session to tell employees what to do – or not do. It’s about continuously sharing stories of what other employees are doing to meet customers’ needs and demands, all without crossing the line in the sand. When an employee does something right, congratulate them and share the example with others. And if they do something wrong, or in other words, if they cross the line, turn it into a learning opportunity that is also shared with others. Routinely sharing examples helps employees recognize their opportunities to delight their customers.
Some examples of “breaking the rules” might be honoring a warranty that expired a month ago – or stretching a 14-day return policy to the 15th or 16th day. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Even though the employees at Nordstrom aren’t breaking the rules, the customer feels as if they are going above and beyond. That’s all this really is. Making customers feel like you are on their side, willing to be flexible, and giving them reasons 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.
May 9, 2023
Voice of the Customer-Driven Service with Evan Klein
Top Takeaways:
The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience.
A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience.
Be open to really listening to the customer. NPS is a good way to start understanding your customer’s experience with your brand. Adding open-ended questions like “What can make your experience even better?” can give you so much more context and rich feedback.
Survey and ask for feedback from different audiences. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Tailor your surveys with each customer’s experience in mind.
Leverage your promoters. Use their feedback for marketing purposes, testimonials, and case studies. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments.
Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Tune in!
Quotes:
“Be open for context and find patterns across all the feedback you receive from your customers. Probe and understand customer frustrations. Mobilize your promoters and leverage their feedback to operationalize creating excellent customer service.”
“Activate your promoters. If they say they are likely to recommend you, call them and ask them, Who would you recommend me to?”
“Customers can distinguish between a company that just sends the survey because they feel they have to and companies that are truly invested in the voice of customer-driven change.”
“Companies survey their customers but sometimes overlook insights their employees have. Ask them how they think their customers could be better served. Ask them what obstacles they face that impact the customer experience.”
About:
Evan Klein is the Founder and President of Satrix Solutions. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement.
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:
Is Net Promoter Score effective?
How can companies maximize customer participation in surveys?
Why is it important for companies to take action on customer feedback?
How can companies gather feedback beyond NPS?
How can brands leverage customer feedback?
The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience.
A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience.
Be open to really listening to the customer. NPS is a good way to start understanding your customer’s experience with your brand. Adding open-ended questions like “What can make your experience even better?” can give you so much more context and rich feedback.
Survey and ask for feedback from different audiences. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Tailor your surveys with each customer’s experience in mind.
Leverage your promoters. Use their feedback for marketing purposes, testimonials, and case studies. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments.
Plus, Shep and Evan discuss how to maximize customer participation in the age of survey fatigue. Tune in!
Quotes:
“Be open for context and find patterns across all the feedback you receive from your customers. Probe and understand customer frustrations. Mobilize your promoters and leverage their feedback to operationalize creating excellent customer service.”
“Activate your promoters. If they say they are likely to recommend you, call them and ask them, Who would you recommend me to?”
“Customers can distinguish between a company that just sends the survey because they feel they have to and companies that are truly invested in the voice of customer-driven change.”
“Companies survey their customers but sometimes overlook insights their employees have. Ask them how they think their customers could be better served. Ask them what obstacles they face that impact the customer experience.”
About:
Evan Klein is the Founder and President of Satrix Solutions. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement.
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:
Is Net Promoter Score effective?
How can companies maximize customer participation in surveys?
Why is it important for companies to take action on customer feedback?
How can companies gather feedback beyond NPS?
How can brands leverage customer feedback?
May 8, 2023
Top 5 Customer Service & CX Articles for the Week of May 8, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
How Midsize Companies Can Repair Damaged Customer Relationships by Jason McDannold and Saurabh Singh
(Harvard Business Review) Addressing the tension between cost efficiency and customer intimacy is important for companies of any size, but it’s especially important for midsized companies, particularly those upper-middle-market companies with ambitions to rise to the top of their industry. In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.
My Comment: It’s going to happen. One day, a customer won’t be happy with us. I know, it never happens to you and your company! (Sarcasm!) Seriously, when it does, there are ways to mitigate the damage. This article shares some ideas on what companies do to ensure a better experience and save/repair damaged relationships. By the way, don’t let the “Midsize” in the title dissuade you from reading this article. There’s something here for every company, from small to large.
Customer Loyalty and Loyalty Programs- How it Helps a Business? by Adil Husnain
(Film Daily) Providing outstanding customer service, delivering high-quality products and services, maintaining competitive pricing, and interacting with customers through marketing and communication initiatives are all necessary to cultivate client loyalty. To surpass client expectations and preserve a good relationship with them, constant work is necessary.
My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. Remember, most loyalty programs are more about creating stickiness versus nurturing true emotional loyalty. There’s nothing wrong with that, but it’s something to remember. Often, customers are loyal because of points or perks, not because they truly love the company. Regardless, what company doesn’t want repeat business?!
Should Brands Be More Authentic? by Wise Marketer Staff
(The Wise Marketer) Your customers will spend more and more often with you if they believe you are authentic, the latest research suggests. But what does this mean and how can brands and retailers demonstrate it right through the buying journey? Renaud Marlière, Global Chief of Business Development of Asendia, provides some of the answers.
My Comment: According to the research findings in this article, 73% of consumers said they would be more loyal to a brand or retailer they believe is “authentic.” The word authenticity has been bantered around for the past couple of years. Done right, it endears the brand to the customer. Customers tend to come back and spend more. Yet, as the author points out, you still need to deliver an excellent CX.
AI-Powered Personalization: How Machine Learning is Transforming Customer Experience by Dr. Tehseen Zia
(Techopedia) AI-powered personalization involves using artificial intelligence and machine learning to analyze customers’ data, understand their preferences and needs, and tailor their experience accordingly. The implementation requires clear objectives, high-quality data, continuous testing and refinement, transparency, and integration across all touchpoints. The benefits of AI-powered personalization include improved customer experience, increased revenue, reduced churn, and data-driven insights.
My Comment: What is AI-powered personalization? It’s best described as an example. If you’ve ever gone to Netflix and they recommend shows and movies to you, you have experienced AI-powered personalization. This is a powerful opportunity for some companies and brands. Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience.
8 Tips to Become a Great Customer Service Leader by BOSS Editorial
(BOSS Magazine) It’s not a secret that good customer service equates to good customer experience. And those good customer experiences lead to more sales and more profits for your company. In fact, according to research by Zendesk, 73% of business leaders report a direct link between their business performance and their customer service.
My Comment: The focus of this article isn’t on leadership but on becoming a customer service leader in your industry. The first few tips focus on the inside of the organization; removing barriers to delivering effective service, focusing on people rather than numbers, celebrating success with the team, and more. These tips (and the others) are excellent reminders of what we must do to serve our customers successfully.
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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How Midsize Companies Can Repair Damaged Customer Relationships by Jason McDannold and Saurabh Singh
(Harvard Business Review) Addressing the tension between cost efficiency and customer intimacy is important for companies of any size, but it’s especially important for midsized companies, particularly those upper-middle-market companies with ambitions to rise to the top of their industry. In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.
My Comment: It’s going to happen. One day, a customer won’t be happy with us. I know, it never happens to you and your company! (Sarcasm!) Seriously, when it does, there are ways to mitigate the damage. This article shares some ideas on what companies do to ensure a better experience and save/repair damaged relationships. By the way, don’t let the “Midsize” in the title dissuade you from reading this article. There’s something here for every company, from small to large.
Customer Loyalty and Loyalty Programs- How it Helps a Business? by Adil Husnain
(Film Daily) Providing outstanding customer service, delivering high-quality products and services, maintaining competitive pricing, and interacting with customers through marketing and communication initiatives are all necessary to cultivate client loyalty. To surpass client expectations and preserve a good relationship with them, constant work is necessary.
My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. Remember, most loyalty programs are more about creating stickiness versus nurturing true emotional loyalty. There’s nothing wrong with that, but it’s something to remember. Often, customers are loyal because of points or perks, not because they truly love the company. Regardless, what company doesn’t want repeat business?!
Should Brands Be More Authentic? by Wise Marketer Staff
(The Wise Marketer) Your customers will spend more and more often with you if they believe you are authentic, the latest research suggests. But what does this mean and how can brands and retailers demonstrate it right through the buying journey? Renaud Marlière, Global Chief of Business Development of Asendia, provides some of the answers.
My Comment: According to the research findings in this article, 73% of consumers said they would be more loyal to a brand or retailer they believe is “authentic.” The word authenticity has been bantered around for the past couple of years. Done right, it endears the brand to the customer. Customers tend to come back and spend more. Yet, as the author points out, you still need to deliver an excellent CX.
AI-Powered Personalization: How Machine Learning is Transforming Customer Experience by Dr. Tehseen Zia
(Techopedia) AI-powered personalization involves using artificial intelligence and machine learning to analyze customers’ data, understand their preferences and needs, and tailor their experience accordingly. The implementation requires clear objectives, high-quality data, continuous testing and refinement, transparency, and integration across all touchpoints. The benefits of AI-powered personalization include improved customer experience, increased revenue, reduced churn, and data-driven insights.
My Comment: What is AI-powered personalization? It’s best described as an example. If you’ve ever gone to Netflix and they recommend shows and movies to you, you have experienced AI-powered personalization. This is a powerful opportunity for some companies and brands. Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience.
8 Tips to Become a Great Customer Service Leader by BOSS Editorial
(BOSS Magazine) It’s not a secret that good customer service equates to good customer experience. And those good customer experiences lead to more sales and more profits for your company. In fact, according to research by Zendesk, 73% of business leaders report a direct link between their business performance and their customer service.
My Comment: The focus of this article isn’t on leadership but on becoming a customer service leader in your industry. The first few tips focus on the inside of the organization; removing barriers to delivering effective service, focusing on people rather than numbers, celebrating success with the team, and more. These tips (and the others) are excellent reminders of what we must do to serve our customers successfully.
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 4, 2023
Guest Post: Unlock the Secret to Exceptional Customer Service Productivity
This week, we feature an article by Clive Hanks from TextExpander, a communication and efficiency tool that helps individuals and companies become more productive.
In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints. This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively. Customer service productivity is vital to meeting customers’ needs in 2023 and beyond.
Not only is customer service productivity important for providing a good customer experience, it is also vital for business success. In a 2022 survey, it was found that 58% of consumers are willing to pay more for a better customer experience. By improving customer service productivity, businesses can provide a better experience for their customers and potentially increase their revenue.
With so many consumers moving their contact methods to chat and email-based tools, it’s important for customer service professionals to have the best tools at their disposal. This can include automation software, customer support platforms, and other tools that can help streamline processes and improve efficiency. By investing in the right tools, businesses can improve customer service productivity and provide a better customer experience.
What is customer service productivity?
Customer service productivity measures how efficiently a customer service team can handle and resolve customer inquiries and complaints. It is an important business metric, as it can impact customer satisfaction, retention, and loyalty. By improving customer service productivity, companies can provide a better customer experience, leading to increased business success.
There are various ways to measure customer service productivity, including metrics such as First Contact Resolution (FCR), Ticket Resolution Time, and Customer Satisfaction Score (CSAT). By tracking these metrics and identifying areas for improvement, businesses can take steps to increase customer service productivity and provide a better experience for their customers.
First Contact Resolution (FCR) is the percentage of customer inquiries that are resolved during the first interaction with a customer service representative. A high FCR rate indicates that customer service team members can handle various issues and provide effective solutions. This metric is important because it can help reduce the overall workload for customer service teams, allowing them to resolve issues quickly and efficiently, rather than following up with customers multiple times.
By tracking FCR and working to improve it, customer service professionals can help increase the efficiency and productivity of their team. This can include things like providing additional training to team members, investing in new tools and technology, or streamlining processes. By making these adjustments, businesses can improve First Contact Resolution and provide a better customer experience.
In addition to improving customer service productivity, a high FCR rate can also have a positive impact on the customer experience. Customers who have their issues resolved during the first interaction with a customer service representative are likely to be more satisfied with the service they receive. This can increase customer retention and loyalty, which can benefit businesses.
Ticket Resolution Time is the average time it takes for a customer service representative to resolve a customer inquiry or complaint. This metric is used to measure the productivity of a customer service team and can help identify areas for improvement. A low ticket resolution time is a sign of an efficient team that can handle issues quickly and effectively.
By tracking Ticket Resolution Time, businesses can gain a better understanding of how their customer service team is performing and identify areas for improvement. This can include things like streamlining processes, investing in new tools and technology, or providing additional training to team members. By making adjustments based on this metric, businesses can increase customer service productivity and provide a better customer experience.
In addition to improving customer service productivity, reducing ticket resolution time can also have a positive impact on the customer experience. Customers who have to wait long periods of time to have their issues resolved may become frustrated and less likely to do business with a company in the future. By reducing ticket resolution time, businesses can improve the customer experience and potentially increase customer retention and loyalty.
Total Tickets Resolved in a Period is a metric that measures the total number of customer inquiries and complaints that are resolved within a specific time frame, such as a week or a month. This metric is used to measure the productivity of a customer service team and can help identify areas for improvement. A high number of resolved tickets is a sign of a productive team, while a low number may indicate that the team is struggling to keep up with customer inquiries and complaints.
By tracking Total Tickets Resolved in a Period, businesses can gain a better understanding of how their customer service team is performing and identify areas for improvement. This can include things like streamlining processes, investing in new tools and technology, or providing additional training to team members. By making adjustments based on this metric, businesses can increase customer service productivity and provide a better customer experience.
Customer Satisfaction Score (CSAT) measures how satisfied customers are with the service they receive from your company. A high CSAT score is a sign of a customer-centric team that can meet the needs of its customers. Improving CSAT scores can also have a positive impact on customer retention and loyalty, as satisfied customers are more likely to continue doing business with a company.
It’s important to note that customer service and productivity are closely related. A team that can handle customer inquiries and complaints quickly and effectively is likely to be more productive, as they can clear their workload and move on to the next task. On the other hand, a team that is bogged down by a high volume of customer inquiries and complaints is likely to be less productive.
Net Promoter Score (NPS) measures customer loyalty and satisfaction. It is calculated by asking customers a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s products or services to a friend or colleague?” Customers who respond with a score of 9 or 10 are considered “promoters,” while those who respond with a score of 0 to 6 are considered “detractors.” The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.
NPS can be a useful metric for customer service professionals as it can provide insight into customer satisfaction and loyalty. A high NPS score indicates that a company has many satisfied and loyal customers who are likely to recommend the company’s products or services to others. This can be an important factor in driving business growth and success.
On the other hand, a low NPS score may indicate that a company has many unhappy customers who are unlikely to recommend the company’s products or services to others. This can be a red flag for customer service professionals and may indicate that there are issues with the customer experience that need to be addressed. By tracking NPS and working to improve scores, customer service professionals can help drive customer satisfaction, loyalty, and ultimately more repeat customers.
Tips for improving customer service productivity
Defining clear roles and responsibilities is crucial for customer service productivity. Doing so ensures that team members understand their duties and expectations, prevents confusion and work overlap, and facilitates effective teamwork and collaboration.
Clear roles and responsibilities also aid in resource management, allowing for the allocation of tasks based on team members’ strengths and capabilities. Without clarity, customer service teams may struggle with confusion and inefficiency, reducing productivity.
Establishing clear roles and responsibilities is essential for improving the efficiency and productivity of a customer service team.
Implementing a self-service portal is a great way to improve the efficiency and productivity of a customer service team. A self-service portal allows customers to find answers to common questions independently, reducing the workload for customer service team members and freeing them up to handle more complex or urgent issues. This can lead to increased productivity and efficiency within the customer service team.
In addition to improving customer service productivity, a self-service portal can enhance the customer experience. Customers appreciate the ability to find answers to their questions quickly and easily, without waiting for a response from a customer service representative. This can lead to increased customer satisfaction and loyalty.
A self-service portal can be an effective tool for any business that wants to improve customer service productivity and the customer experience. By providing customers with the ability to find answers to their questions on their own, businesses can free up their customer service team members to handle more complex issues and improve the overall efficiency and productivity of their customer service operations.
Automation is an essential tool for businesses that want to improve customer service productivity. By automating routine tasks, customer service teams can save time and focus on more complex issues, increasing efficiency and effectiveness.
One tool that can help improve customer service through automation is TextExpander. This software allows users to create custom keyboard shortcuts for frequently used phrases, saving time and improving accuracy when responding to customer inquiries.
For example, if a customer service representative frequently uses the phrase “Thank you for contacting us. We apologize for any inconvenience this may have caused.” when responding to customer complaints, they can create a snippet for this phrase using TextExpander.
Then, whenever they need to use this phrase while working with customers, they can simply type the Snippet and the full phrase will automatically be typed out for them. This can help save time and reduce the risk of typos or mistakes. Sound interesting? Try it out in a live demo below. Just type thxsorry in the box below to see how TextExpander can empower your customer service team to respond faster and more efficiently. Customer Service Managers can also build Snippet Groups that are available to everyone on the team.
TextExpander is just one example of the many automation tools that improve customer service productivity. By investing in automation software, businesses can streamline processes and free up their customer service teams to focus on more complex tasks, leading to increased efficiency and effectiveness.
Multitasking might seem like an effective way to get more done in less time, but in reality, it can decrease productivity. This is especially true in the customer service industry, where the ability to concentrate and focus on a single task is essential for providing high-quality service.
When a customer service representative is multitasking, they are constantly switching their attention between different tasks. This can lead to reduced efficiency, as the brain has to adjust to each new task and input, resulting in slower overall performance.
To avoid multitasking and improve customer service productivity, companies must encourage team members to focus on one task at a time—including one ticket. This can be done by setting clear priorities and helping team members manage their workload effectively. By eliminating distractions and allowing team members to concentrate on a single task, businesses can improve efficiency and provide a better customer experience.
Embracing healthy competition among customer support professionals can be a useful tool for improving customer service in several ways. Here are a few examples of how customer service managers can use it to drive productivity:
Encouraging team members to compete with each other to resolve customer issues faster and more effectively can motivate them to work harder and perform at their best.
Setting specific goals or targets for customer service professionals can create a sense of competition and help them stay focused and motivated.
Providing incentives or rewards for top performers can encourage team members to strive for excellence and improve their customer service skills.
Allowing team members to compete with each other in a friendly and respectful manner can foster a sense of teamwork and collaboration, leading to better communication and problem-solving skills within the team.
By embracing healthy competition within a customer service team, businesses can improve customer service productivity and provide a better customer experience. It’s important, however, to ensure that competition is kept in perspective and does not become a negative force within the team. Encouraging teamwork and collaboration is important for maintaining a positive and productive work environment.
Investing in soft skills training can be an effective way to improve customer service productivity. Developing strong communication skills helps customer service professionals better understand customer needs and effectively convey information to them, leading to faster resolution of customer issues and a better overall customer experience.
Improving problem-solving skills helps customer service professionals identify and resolve customer issues more effectively, increasing productivity and efficiency. Providing training on conflict resolution and de-escalation techniques helps customer service professionals handle difficult customer interactions calmly and professionally, leading to better outcomes and a more positive customer experience.
Companies need to remember that their customer service professionals are not robots, and not everything can be distilled into metrics. While tracking customer service productivity metrics can be helpful, it’s also important to consider the human element of customer service. Providing high-quality customer service often requires empathy, emotional intelligence, and the ability to connect with customers on a personal level. Metrics cannot always measure these skills, but they are essential for providing the best customer experience possible.
In addition, companies should be mindful of the fact that sometimes providing the best customer service takes a little longer. While it’s important to be efficient and resolve customer issues as quickly as possible, it’s also important to ensure that customer inquiries and complaints are thoroughly addressed and resolved to the customer’s satisfaction. By balancing efficiency and effectiveness, companies can provide the best customer service possible while still tracking and improving customer service productivity metrics.
Reward your productive customer service team members
Rewarding a productive staff is an important aspect of providing great customer service and ultimately leads to improved customer service productivity metrics. There are a variety of ways that companies can reward their customer service teams for their hard work and dedication, such as:
Bonuses for team wins: Recognizing and rewarding team members for contributing to company success can be a powerful motivator. Consider offering cash bonuses or other incentives such as extra paid time off for customer service teams that exceed performance goals or achieve significant milestones. However, financial incentives are not always the best motivators.
Promoting from within: Recognizing and promoting top performers within the customer service team can be a great way to reward hard work and encourage continued growth and development. By promoting from within, companies can show appreciation for their employees’ dedication and commitment to excellence.
Bonus lunch deliveries: Showing appreciation for customer service professionals doesn’t have to be expensive. Consider surprising the team with a bonus lunch delivery or other small gestures of appreciation to show your appreciation for their hard work.
Holiday hour bonuses: Customer service professionals often work long and irregular hours, especially during the holiday season. Offering bonuses or other incentives for working extra hours can be a great way to show appreciation and reward hard work.
In conclusion, improving customer service productivity is crucial for businesses looking to increase efficiency, reduce costs, and enhance customer satisfaction. There are a variety of strategies that businesses can implement to achieve these goals, including optimizing workflows and processes, implementing productivity tools and technologies, and providing ongoing training and support for customer service teams. Regularly tracking and measuring productivity metrics can also help to identify areas for improvement and ensure that efforts to increase productivity are effective.
By taking a proactive and data-driven approach to improving customer service productivity, businesses can continuously optimize their operations and deliver better customer experiences. Regardless if you’re in a call center looking to improve productivity and efficiency for teams on the phone or for customer service representatives working at home, remember that people aren’t robots and you ultimately want to hire and retain team members who put your customers first.
Clive Hanks writes about training, customer feedback, and productivity for TextExpander.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
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In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints. This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively. Customer service productivity is vital to meeting customers’ needs in 2023 and beyond.
Not only is customer service productivity important for providing a good customer experience, it is also vital for business success. In a 2022 survey, it was found that 58% of consumers are willing to pay more for a better customer experience. By improving customer service productivity, businesses can provide a better experience for their customers and potentially increase their revenue.
With so many consumers moving their contact methods to chat and email-based tools, it’s important for customer service professionals to have the best tools at their disposal. This can include automation software, customer support platforms, and other tools that can help streamline processes and improve efficiency. By investing in the right tools, businesses can improve customer service productivity and provide a better customer experience.
What is customer service productivity?
Customer service productivity measures how efficiently a customer service team can handle and resolve customer inquiries and complaints. It is an important business metric, as it can impact customer satisfaction, retention, and loyalty. By improving customer service productivity, companies can provide a better customer experience, leading to increased business success.
There are various ways to measure customer service productivity, including metrics such as First Contact Resolution (FCR), Ticket Resolution Time, and Customer Satisfaction Score (CSAT). By tracking these metrics and identifying areas for improvement, businesses can take steps to increase customer service productivity and provide a better experience for their customers.
First Contact Resolution (FCR)
First Contact Resolution (FCR) is the percentage of customer inquiries that are resolved during the first interaction with a customer service representative. A high FCR rate indicates that customer service team members can handle various issues and provide effective solutions. This metric is important because it can help reduce the overall workload for customer service teams, allowing them to resolve issues quickly and efficiently, rather than following up with customers multiple times.
By tracking FCR and working to improve it, customer service professionals can help increase the efficiency and productivity of their team. This can include things like providing additional training to team members, investing in new tools and technology, or streamlining processes. By making these adjustments, businesses can improve First Contact Resolution and provide a better customer experience.
In addition to improving customer service productivity, a high FCR rate can also have a positive impact on the customer experience. Customers who have their issues resolved during the first interaction with a customer service representative are likely to be more satisfied with the service they receive. This can increase customer retention and loyalty, which can benefit businesses.
Ticket Resolution Time
Ticket Resolution Time is the average time it takes for a customer service representative to resolve a customer inquiry or complaint. This metric is used to measure the productivity of a customer service team and can help identify areas for improvement. A low ticket resolution time is a sign of an efficient team that can handle issues quickly and effectively.
By tracking Ticket Resolution Time, businesses can gain a better understanding of how their customer service team is performing and identify areas for improvement. This can include things like streamlining processes, investing in new tools and technology, or providing additional training to team members. By making adjustments based on this metric, businesses can increase customer service productivity and provide a better customer experience.
In addition to improving customer service productivity, reducing ticket resolution time can also have a positive impact on the customer experience. Customers who have to wait long periods of time to have their issues resolved may become frustrated and less likely to do business with a company in the future. By reducing ticket resolution time, businesses can improve the customer experience and potentially increase customer retention and loyalty.
Total Tickets Resolved in a Period
Total Tickets Resolved in a Period is a metric that measures the total number of customer inquiries and complaints that are resolved within a specific time frame, such as a week or a month. This metric is used to measure the productivity of a customer service team and can help identify areas for improvement. A high number of resolved tickets is a sign of a productive team, while a low number may indicate that the team is struggling to keep up with customer inquiries and complaints.
By tracking Total Tickets Resolved in a Period, businesses can gain a better understanding of how their customer service team is performing and identify areas for improvement. This can include things like streamlining processes, investing in new tools and technology, or providing additional training to team members. By making adjustments based on this metric, businesses can increase customer service productivity and provide a better customer experience.
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) measures how satisfied customers are with the service they receive from your company. A high CSAT score is a sign of a customer-centric team that can meet the needs of its customers. Improving CSAT scores can also have a positive impact on customer retention and loyalty, as satisfied customers are more likely to continue doing business with a company.
It’s important to note that customer service and productivity are closely related. A team that can handle customer inquiries and complaints quickly and effectively is likely to be more productive, as they can clear their workload and move on to the next task. On the other hand, a team that is bogged down by a high volume of customer inquiries and complaints is likely to be less productive.
Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty and satisfaction. It is calculated by asking customers a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s products or services to a friend or colleague?” Customers who respond with a score of 9 or 10 are considered “promoters,” while those who respond with a score of 0 to 6 are considered “detractors.” The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.
NPS can be a useful metric for customer service professionals as it can provide insight into customer satisfaction and loyalty. A high NPS score indicates that a company has many satisfied and loyal customers who are likely to recommend the company’s products or services to others. This can be an important factor in driving business growth and success.
On the other hand, a low NPS score may indicate that a company has many unhappy customers who are unlikely to recommend the company’s products or services to others. This can be a red flag for customer service professionals and may indicate that there are issues with the customer experience that need to be addressed. By tracking NPS and working to improve scores, customer service professionals can help drive customer satisfaction, loyalty, and ultimately more repeat customers.
Tips for improving customer service productivity
Set clear roles & responsibilities
Defining clear roles and responsibilities is crucial for customer service productivity. Doing so ensures that team members understand their duties and expectations, prevents confusion and work overlap, and facilitates effective teamwork and collaboration.
Clear roles and responsibilities also aid in resource management, allowing for the allocation of tasks based on team members’ strengths and capabilities. Without clarity, customer service teams may struggle with confusion and inefficiency, reducing productivity.
Establishing clear roles and responsibilities is essential for improving the efficiency and productivity of a customer service team.
Build a dedicated self-service portal for both customer service professionals and customers
Implementing a self-service portal is a great way to improve the efficiency and productivity of a customer service team. A self-service portal allows customers to find answers to common questions independently, reducing the workload for customer service team members and freeing them up to handle more complex or urgent issues. This can lead to increased productivity and efficiency within the customer service team.
In addition to improving customer service productivity, a self-service portal can enhance the customer experience. Customers appreciate the ability to find answers to their questions quickly and easily, without waiting for a response from a customer service representative. This can lead to increased customer satisfaction and loyalty.
A self-service portal can be an effective tool for any business that wants to improve customer service productivity and the customer experience. By providing customers with the ability to find answers to their questions on their own, businesses can free up their customer service team members to handle more complex issues and improve the overall efficiency and productivity of their customer service operations.
Automate manual work using customer support software
Automation is an essential tool for businesses that want to improve customer service productivity. By automating routine tasks, customer service teams can save time and focus on more complex issues, increasing efficiency and effectiveness.
One tool that can help improve customer service through automation is TextExpander. This software allows users to create custom keyboard shortcuts for frequently used phrases, saving time and improving accuracy when responding to customer inquiries.
For example, if a customer service representative frequently uses the phrase “Thank you for contacting us. We apologize for any inconvenience this may have caused.” when responding to customer complaints, they can create a snippet for this phrase using TextExpander.
Then, whenever they need to use this phrase while working with customers, they can simply type the Snippet and the full phrase will automatically be typed out for them. This can help save time and reduce the risk of typos or mistakes. Sound interesting? Try it out in a live demo below. Just type thxsorry in the box below to see how TextExpander can empower your customer service team to respond faster and more efficiently. Customer Service Managers can also build Snippet Groups that are available to everyone on the team.
TextExpander is just one example of the many automation tools that improve customer service productivity. By investing in automation software, businesses can streamline processes and free up their customer service teams to focus on more complex tasks, leading to increased efficiency and effectiveness.
Avoid multitasking at all costs
Multitasking might seem like an effective way to get more done in less time, but in reality, it can decrease productivity. This is especially true in the customer service industry, where the ability to concentrate and focus on a single task is essential for providing high-quality service.
When a customer service representative is multitasking, they are constantly switching their attention between different tasks. This can lead to reduced efficiency, as the brain has to adjust to each new task and input, resulting in slower overall performance.
To avoid multitasking and improve customer service productivity, companies must encourage team members to focus on one task at a time—including one ticket. This can be done by setting clear priorities and helping team members manage their workload effectively. By eliminating distractions and allowing team members to concentrate on a single task, businesses can improve efficiency and provide a better customer experience.
Embrace healthy competition
Embracing healthy competition among customer support professionals can be a useful tool for improving customer service in several ways. Here are a few examples of how customer service managers can use it to drive productivity:
Encouraging team members to compete with each other to resolve customer issues faster and more effectively can motivate them to work harder and perform at their best.
Setting specific goals or targets for customer service professionals can create a sense of competition and help them stay focused and motivated.
Providing incentives or rewards for top performers can encourage team members to strive for excellence and improve their customer service skills.
Allowing team members to compete with each other in a friendly and respectful manner can foster a sense of teamwork and collaboration, leading to better communication and problem-solving skills within the team.
By embracing healthy competition within a customer service team, businesses can improve customer service productivity and provide a better customer experience. It’s important, however, to ensure that competition is kept in perspective and does not become a negative force within the team. Encouraging teamwork and collaboration is important for maintaining a positive and productive work environment.
Invest in soft skills training
Investing in soft skills training can be an effective way to improve customer service productivity. Developing strong communication skills helps customer service professionals better understand customer needs and effectively convey information to them, leading to faster resolution of customer issues and a better overall customer experience.
Improving problem-solving skills helps customer service professionals identify and resolve customer issues more effectively, increasing productivity and efficiency. Providing training on conflict resolution and de-escalation techniques helps customer service professionals handle difficult customer interactions calmly and professionally, leading to better outcomes and a more positive customer experience.
Track customer service productivity metrics while remembering the human element
Companies need to remember that their customer service professionals are not robots, and not everything can be distilled into metrics. While tracking customer service productivity metrics can be helpful, it’s also important to consider the human element of customer service. Providing high-quality customer service often requires empathy, emotional intelligence, and the ability to connect with customers on a personal level. Metrics cannot always measure these skills, but they are essential for providing the best customer experience possible.
In addition, companies should be mindful of the fact that sometimes providing the best customer service takes a little longer. While it’s important to be efficient and resolve customer issues as quickly as possible, it’s also important to ensure that customer inquiries and complaints are thoroughly addressed and resolved to the customer’s satisfaction. By balancing efficiency and effectiveness, companies can provide the best customer service possible while still tracking and improving customer service productivity metrics.
Reward your productive customer service team members
Rewarding a productive staff is an important aspect of providing great customer service and ultimately leads to improved customer service productivity metrics. There are a variety of ways that companies can reward their customer service teams for their hard work and dedication, such as:
Bonuses for team wins: Recognizing and rewarding team members for contributing to company success can be a powerful motivator. Consider offering cash bonuses or other incentives such as extra paid time off for customer service teams that exceed performance goals or achieve significant milestones. However, financial incentives are not always the best motivators.
Promoting from within: Recognizing and promoting top performers within the customer service team can be a great way to reward hard work and encourage continued growth and development. By promoting from within, companies can show appreciation for their employees’ dedication and commitment to excellence.
Bonus lunch deliveries: Showing appreciation for customer service professionals doesn’t have to be expensive. Consider surprising the team with a bonus lunch delivery or other small gestures of appreciation to show your appreciation for their hard work.
Holiday hour bonuses: Customer service professionals often work long and irregular hours, especially during the holiday season. Offering bonuses or other incentives for working extra hours can be a great way to show appreciation and reward hard work.
In conclusion, improving customer service productivity is crucial for businesses looking to increase efficiency, reduce costs, and enhance customer satisfaction. There are a variety of strategies that businesses can implement to achieve these goals, including optimizing workflows and processes, implementing productivity tools and technologies, and providing ongoing training and support for customer service teams. Regularly tracking and measuring productivity metrics can also help to identify areas for improvement and ensure that efforts to increase productivity are effective.
By taking a proactive and data-driven approach to improving customer service productivity, businesses can continuously optimize their operations and deliver better customer experiences. Regardless if you’re in a call center looking to improve productivity and efficiency for teams on the phone or for customer service representatives working at home, remember that people aren’t robots and you ultimately want to hire and retain team members who put your customers first.
Clive Hanks writes about training, customer feedback, and productivity for TextExpander.
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report
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May 3, 2023
Five Steps to Acknowledging a Compliment
My very funny friend, Tim Gard, who also happens to be a wonderful keynote speaker, had a great question: “Doesn’t anyone know how to take a compliment?” My response was, “Don’t most people say, ‘Thank you’?”
Apparently not. Tim said he observed some friendly behavior from the TSA agents in the security line at his local airport in Portland, Oregon. He decided to compliment the supervisor, who appeared to be confused by the praise. The supervisor asked, “Do you want me to file a complaint?”
Tim emphasized this was a compliment, not a complaint, and walked away, shaking his head and thinking, “They must not get very many compliments.”
So that made me think, should we take a few minutes during our customer service training and teach how to accept a compliment properly? What may seem like common sense may not be so common. Just consider the response from the supervisor at the TSA station.
With that in mind, here are five steps to acknowledging a compliment.
Say Thank You : This may sound basic, but so many people don’t use the words “thank you.” You can say anything nice you want but be sure to include those two words.
Include Context: Include a comment beyond the thank you. If someone compliments you for your hard work, say something like, “Thank you. At the XYZ company, we pride ourselves on working hard for our customers.” This statement adds genuineness to the thank you.
Share Credit When Appropriate: If others are involved, give them the credit they deserve. This not only shines a light on your fellow employees, but it also shows humility.
Share the Compliment with the Team: Be sure to let others on your team know about the compliments and accolades your customers (and that includes your internal customers) share with you. Don’t keep them to yourself!
Debrief the Compliment: Why did you get the compliment? Do you get complimented every time you do what prompted the customer to say something nice to you? If not, why not? If so, is it part of a formal process? Wouldn’t it be nice if you received a compliment every time you did this? In other words, operationalize what drives compliments!
Most people and companies stop at step four. All that does is make everyone feel good. There’s nothing wrong with that, but it’s nice to take it to the next level and create a process or system that gets a steady stream of similar compliments. It’s a consistent and predictable customer experience – one that drives compliments – that will get your 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 1, 2023
Building a People-First, Product-Second Culture with Bob Phibbs
Top Takeaways:
Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.
What’s happening on the inside is felt on the outside by the customers. Be mindful of the environment that your employees are going to work in. Empower them with the right tools and training to do their job well. If you fix the people side of your business first, you will create a better customer service experience.
Create awareness of what great customer service looks like in your company. Ensure that your employees align with how you want them to treat customers. Teach them to recognize when they are providing a good customer experience and continuously train them to be better and better.
Employees are looking for more than just a paycheck when taking on or staying at a job. They are putting employers to the task of providing a work environment that provides growth and satisfaction.
Training is not something you did. It’s something you do over and over again. Invest in your employees’ training and onboarding. Then, constantly reinforce it throughout the time that they are with you, whether in weekly meetings, daily huddles, or sharing customer feedback and make sure what they have learned translates into their day-to-day engagement with your customers.
Plus, learn how not to (in Bob’s words) piss off your employees. Tune in!
Quotes:
“Focus on the people, not the products. You will get higher conversion rates when employees are happy, stay longer, and know how to engage with customers in a way that builds trust.”
“People that feel like they matter, buy. And the people that don’t, leave. This is true for both customers and employees.”
“Nobody wants to do a bad job. Employers must figure out how to make employees happy and empower them with the right tools and training to do a great job.”
“Be brilliant on the basics. Make sure your customers feel welcome and appreciated the moment they engage with your brand.”
Bob Phibbs is a customer service expert, author, sales coach, and founder of SalesRX. He works with retailers and brands to increase conversion rates by providing amazing experiences. He shares his expertise on The Retail Doctor .
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 do you hire the right employees for customer service?
Why is continuous training essential for customer service?
What is an employee-first culture?
How does employee experience affect customer experience?
Why is it important for companies to invest in employee onboarding and training?
Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.
What’s happening on the inside is felt on the outside by the customers. Be mindful of the environment that your employees are going to work in. Empower them with the right tools and training to do their job well. If you fix the people side of your business first, you will create a better customer service experience.
Create awareness of what great customer service looks like in your company. Ensure that your employees align with how you want them to treat customers. Teach them to recognize when they are providing a good customer experience and continuously train them to be better and better.
Employees are looking for more than just a paycheck when taking on or staying at a job. They are putting employers to the task of providing a work environment that provides growth and satisfaction.
Training is not something you did. It’s something you do over and over again. Invest in your employees’ training and onboarding. Then, constantly reinforce it throughout the time that they are with you, whether in weekly meetings, daily huddles, or sharing customer feedback and make sure what they have learned translates into their day-to-day engagement with your customers.
Plus, learn how not to (in Bob’s words) piss off your employees. Tune in!
Quotes:
“Focus on the people, not the products. You will get higher conversion rates when employees are happy, stay longer, and know how to engage with customers in a way that builds trust.”
“People that feel like they matter, buy. And the people that don’t, leave. This is true for both customers and employees.”
“Nobody wants to do a bad job. Employers must figure out how to make employees happy and empower them with the right tools and training to do a great job.”
“Be brilliant on the basics. Make sure your customers feel welcome and appreciated the moment they engage with your brand.”
About:
Bob Phibbs is a customer service expert, author, sales coach, and founder of SalesRX. He works with retailers and brands to increase conversion rates by providing amazing experiences. He shares his expertise on The Retail Doctor .
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 do you hire the right employees for customer service?
Why is continuous training essential for customer service?
What is an employee-first culture?
How does employee experience affect customer experience?
Why is it important for companies to invest in employee onboarding and training?
Top 5 Customer Service & CX Articles for the Week of May 1, 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.
U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko
(Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. When an organisation’s offerings are simple and easy to adopt or use, people are prepared to pay a premium for the simpler experiences. Siegel+Gale put the figure at 57%. Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results.
My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it (The Convenience Revolution). Ricardo Saltz Gulko, a simplification expert, gives his take on Siegel+Gale’s research and much more. How big is simplicity? According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%.
Looking Ahead for Loyalty in 2023 by Meg Tronquet
(Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers. For brands with existing membership programs, we saw many updates to benefits, rewards, and redemption terms—some of which members received positively, while others were seen as making it more difficult to redeem the rewards members had worked so hard to earn. As we look to 2023, let’s consider what will carry over from last year, and what we can expect to see more of in 2023.
My Comment: Another one of my favorite topics is customer loyalty. This article covers seven “carryovers” from what helped drive customer loyalty for many companies and brands. Some of these include personalization, standing for an important cause, and the end of trust-eroding third-party cookies.
How Brands Can Optimize Their Customer Retention Strategy by The Drum
(The Drum) How do brands play the loyalty long-game more effectively at a time when customer retention is more important than ever? Acxiom’s Tate Olinghouse, chief client officer, shares his thoughts on the topic, rounding out his series on customer acquisition, growth, and retention strategies.
My Comment: While this is another customer loyalty article, what makes this interesting is that it starts with the idea that there is a difference between customer retention and customer growth. It’s one thing to get the customer to come back. It’s another to grow the relationship to create a more profitable customer. Research shows that repeat customers spend more, and this article suggests we be more purposeful about it.
7 Tips for Effective Customer Management by Abubakar Bilal
(Newscase) As a business owner, you’re always going to be trying to keep everyone happy. From your employees to your vendors, you’re going to need to navigate a lot of different relationships to lead your company to success. But the relationship you have with your customers will be the most important one of the bunch. You’ll need to make customer management a top priority since you aren’t going to have much business success without satisfying your customers. So, what can you do when managing customers to make the most of it? We’ve put together a list of seven tips that’ll help you make your business/customer relationship better than ever before.
My Comment: Here’s another customer loyalty strategy: make the customer smarter. Does this really work? According to the research cited in the article, consumers are 131% more likely to buy from a brand after they engage with a brand’s educational content. Another survey found nearly 9 in 10 respondents said they’d be likelier to stay loyal to a business that welcomes and educates them after buying their product or service.
Three Storytelling Lessons From The Best Customer Service Experience You Might Ever Hear by Carmine Gallo
(Forbes) In just ten years, Will Guidara and his business partner turned “a beloved, but middling” two-star brasserie into the world’s number one restaurant. While transforming Eleven Madison Park into an iconic New York City restaurant, Guidara learned about the power of stories—how to tell them and how to create them.
My Comment: Some of you may remember the legendary story of the customer that returned a set of tires to a Nordstrom department store, and the salesperson refunded the customer his money – even though Nordstrom has never sold tires! This story emphasized the importance of always taking care of the customer. This article shares several other great stories but, most important, suggests that we create some of our own legendary examples that our customers will share with others. These stories can also become the foundation of your customer service training. Employees need to hear these stories and be encouraged to create some of their own.
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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U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko
(Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. When an organisation’s offerings are simple and easy to adopt or use, people are prepared to pay a premium for the simpler experiences. Siegel+Gale put the figure at 57%. Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results.
My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it (The Convenience Revolution). Ricardo Saltz Gulko, a simplification expert, gives his take on Siegel+Gale’s research and much more. How big is simplicity? According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%.
Looking Ahead for Loyalty in 2023 by Meg Tronquet
(Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers. For brands with existing membership programs, we saw many updates to benefits, rewards, and redemption terms—some of which members received positively, while others were seen as making it more difficult to redeem the rewards members had worked so hard to earn. As we look to 2023, let’s consider what will carry over from last year, and what we can expect to see more of in 2023.
My Comment: Another one of my favorite topics is customer loyalty. This article covers seven “carryovers” from what helped drive customer loyalty for many companies and brands. Some of these include personalization, standing for an important cause, and the end of trust-eroding third-party cookies.
How Brands Can Optimize Their Customer Retention Strategy by The Drum
(The Drum) How do brands play the loyalty long-game more effectively at a time when customer retention is more important than ever? Acxiom’s Tate Olinghouse, chief client officer, shares his thoughts on the topic, rounding out his series on customer acquisition, growth, and retention strategies.
My Comment: While this is another customer loyalty article, what makes this interesting is that it starts with the idea that there is a difference between customer retention and customer growth. It’s one thing to get the customer to come back. It’s another to grow the relationship to create a more profitable customer. Research shows that repeat customers spend more, and this article suggests we be more purposeful about it.
7 Tips for Effective Customer Management by Abubakar Bilal
(Newscase) As a business owner, you’re always going to be trying to keep everyone happy. From your employees to your vendors, you’re going to need to navigate a lot of different relationships to lead your company to success. But the relationship you have with your customers will be the most important one of the bunch. You’ll need to make customer management a top priority since you aren’t going to have much business success without satisfying your customers. So, what can you do when managing customers to make the most of it? We’ve put together a list of seven tips that’ll help you make your business/customer relationship better than ever before.
My Comment: Here’s another customer loyalty strategy: make the customer smarter. Does this really work? According to the research cited in the article, consumers are 131% more likely to buy from a brand after they engage with a brand’s educational content. Another survey found nearly 9 in 10 respondents said they’d be likelier to stay loyal to a business that welcomes and educates them after buying their product or service.
Three Storytelling Lessons From The Best Customer Service Experience You Might Ever Hear by Carmine Gallo
(Forbes) In just ten years, Will Guidara and his business partner turned “a beloved, but middling” two-star brasserie into the world’s number one restaurant. While transforming Eleven Madison Park into an iconic New York City restaurant, Guidara learned about the power of stories—how to tell them and how to create them.
My Comment: Some of you may remember the legendary story of the customer that returned a set of tires to a Nordstrom department store, and the salesperson refunded the customer his money – even though Nordstrom has never sold tires! This story emphasized the importance of always taking care of the customer. This article shares several other great stories but, most important, suggests that we create some of our own legendary examples that our customers will share with others. These stories can also become the foundation of your customer service training. Employees need to hear these stories and be encouraged to create some of their own.
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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