Shep Hyken's Blog, page 46
March 21, 2023
Five Ways to Execute a Five-Star Customer Experience
In a recent interview with Katie Mares, author of
CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer
, we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone. What you say and how you say it matters. Using a simple example to make this point, you can answer the phone and say, “Good morning.” But, depending on your tone of voice, the person on the other end will either feel as if they are interrupting you or being welcomed into a conversation. Yes, use the right words, but also say them the right way.
Use the customer’s name. In the 1936 book How to Win Friends and Influence People, Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.” Of course, today, Carnegie would write this in a more inclusive way, but the point is that people love hearing their names. Using the power of someone’s name correctly is a great rapport builder that will move the relationship forward.
Show genuine interest. Mares nails this point. She asks, “Who paid for that vacation you took last year, the expensive shoes you bought your kids, or that nice meal you had with your family?” The answer is, “The customer!” If that doesn’t make you more interested in showing interest in them, nothing will.
Be anticipatory and look for the “golden nugget” that will help you deliver the “plus one” experience. Look for opportunities to surprise the customer. For example, if you’re a server in a restaurant and you overhear a couple talking about their anniversary, that “golden nugget” of information is the perfect opportunity to improve the experience with a surprise, such as a slice of cake with a candle. Anticipate and listen for opportunities that allow you to “plus one” the experience.
Be a hero. Nobody is perfect. There will be mistakes and problems. They may or may not be your fault. It doesn’t matter. How you handle customer complaints and issues can make you the hero of the moment. Not only do you take care of the customer, but you can also restore confidence, often to a higher level than if the problem never happened.
This is a great list of common-sense ideas that anyone can implement immediately. So, what are you waiting for? Go out there and deliver the five-star experience that makes customers say, “I’ll be back!”
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus™ customer service training programs. Follow on Twitter: @Hyken
Building Trust and Loyalty through Active Listening with Heather Younger
Top Takeaways:
Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage.
Heather Younger shares her 5-step framework on how to listen better:
Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.
Seek to understand. The main focus should be service. Give your customers the undivided attention required to be on the same page. Use techniques like paraphrasing so that the customers know that their verbal and nonverbal message is received properly.
Decode. Pause and reflect. If we respond too quickly, we often don’t solve the problem that needs solving. Responding too quickly often creates a bigger issue than before because we didn’t take the time to investigate, research, or involve a bigger team.
Act. Figure out what solutions the customer is looking for, act quickly, and keep your promises if you cannot deliver the solution right away.
Close the loop. Thank the customer for their feedback, then let them know what actions you took or are going to take. This lets the customer know that they are more than just a number. It also builds trust.
Plus, Heather shares the biggest barriers to listening that customer service employees are experiencing. Tune in!
Quotes:
“When you keep your promises to your customers, they feel valued, heard, and understood.”
“When you make a mistake, what you do to resolve it for your customer is an opportunity to show how good you are.”
“The biggest present you could give someone is your presence. Your understanding and undivided attention can be the game changer for your customer’s day.”
About:
Heather Younger is a keynote speaker, a diversity, equity, and inclusion strategist, Founder & CEO of Employee Fanatix, and a bestselling author. Learn more about her new book, The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood.
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 active listening?
Why is active listening important?
What are the barriers to active listening?
How can active listening improve customer experience?
How does body language affect active listening?
Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage.
Heather Younger shares her 5-step framework on how to listen better:
Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.
Seek to understand. The main focus should be service. Give your customers the undivided attention required to be on the same page. Use techniques like paraphrasing so that the customers know that their verbal and nonverbal message is received properly.
Decode. Pause and reflect. If we respond too quickly, we often don’t solve the problem that needs solving. Responding too quickly often creates a bigger issue than before because we didn’t take the time to investigate, research, or involve a bigger team.
Act. Figure out what solutions the customer is looking for, act quickly, and keep your promises if you cannot deliver the solution right away.
Close the loop. Thank the customer for their feedback, then let them know what actions you took or are going to take. This lets the customer know that they are more than just a number. It also builds trust.
Plus, Heather shares the biggest barriers to listening that customer service employees are experiencing. Tune in!
Quotes:
“When you keep your promises to your customers, they feel valued, heard, and understood.”
“When you make a mistake, what you do to resolve it for your customer is an opportunity to show how good you are.”
“The biggest present you could give someone is your presence. Your understanding and undivided attention can be the game changer for your customer’s day.”
About:
Heather Younger is a keynote speaker, a diversity, equity, and inclusion strategist, Founder & CEO of Employee Fanatix, and a bestselling author. Learn more about her new book, The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood.
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 active listening?
Why is active listening important?
What are the barriers to active listening?
How can active listening improve customer experience?
How does body language affect active listening?
March 20, 2023
Top 5 Customer Service & CX Articles for the Week of March 20, 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.
8 Best Practices for Creating a Compelling Customer Experience by G. Tomas M. Hult
(Harvard Business Review) How can a company best create a compelling customer experience? Based on the author’s research involving thousands of companies and analyses of millions of customer data points from the American Customer Satisfaction Index (ACSI), the eight areas that companies need to focus on are: Orchestrating the marketing ecosystem, aligning company and customer needs, delivering amazing customer convenience, reinforcing digital marketing, adjusting customer incentives, cultivating customer evangelists, handling customer complaints, and managing product returns.
My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Anytime I have a chance to read anything put out by the people behind the research, I take the time to do so, and you should, too! Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions.
Will ChatGPT Replace The Contact Center Agent? by Gal Rimon
(Forbes) At the end of the day, automation provides value to the way we work and ChatGPT is no different. But let’s be honest: How many of you still press zero multiple times in a row when you are greeted by a bot because you just want to interact with a human? It will take time for consumers to become comfortable enough with the technology that it can completely replace humans, if ever.
My Comment: The topic of ChatGPT is “white hot.” And now there are new companies sprouting up that are using the ChatGPT platform for customer service. So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. My quick take is, at least for the short term, the answer is, “No.” Did video kill the radio star? Did ATMs replace bank tellers? (No and no.)
Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen
(The Washington Post) It shouldn’t be this hard to speak to a human. But, increasingly, companies large and small are making it difficult to access a real, live person when help is needed. Contact numbers are hard to find. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. Some phone lines are seemingly staffed entirely by robots, forcing you to go through menu after menu in quest of a live, real person. Or, increasingly, companies don’t offer a telephone option at all.
My Comment: How do you feel about the elimination of human-to-human support? Last year Frontier Airlines discontinued the ability to contact customer support. The response was not positive (although I think it was a bold move, just maybe too soon). The author of this opinion piece in the Washington Post gives her take on the subject.
The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas
(CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.
My Comment: Jim Tincher is a customer experience expert who focuses on B2B. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed. He also shares some fantastic tips to consider as you’re creating the journey map for your organization.
Losing Customers Due to Lack of Relevance? by Wise Marketer Staff
(The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. This means that personalization needs to be implemented across all your customer touchpoints: offers, product recommendations, pricing, communication channels, rewards, content, frequency of communication, and finally customer experience.
My Comment: This is an excellent article (the first of three in a series) on personalization. The author clearly defines the definition of personalization in business. With the right data, mixed with anything else a customer might share, there is an opportunity to personalize the experience that gets customers to know you, like you, appreciate you, and most importantly, say, “I’ll be back!”
BONUS
Thank You For Not Calling! Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott
(Forbes) Is it just me, or do call center agents seem burned out lately? They’re sometimes lackluster, dismissive — and even rude, according to customers. There may be a reason. A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. It says reducing agent burnout is one of the top priorities for customer contact leaders.
My Comment: Christopher Elliott is a travel writer whose work has appeared in many major publications. He contacted me (and several other experts) for comments about agent burnout. There’s plenty of good information here, including why call center agents are burning out and what companies are doing to prevent it.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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8 Best Practices for Creating a Compelling Customer Experience by G. Tomas M. Hult
(Harvard Business Review) How can a company best create a compelling customer experience? Based on the author’s research involving thousands of companies and analyses of millions of customer data points from the American Customer Satisfaction Index (ACSI), the eight areas that companies need to focus on are: Orchestrating the marketing ecosystem, aligning company and customer needs, delivering amazing customer convenience, reinforcing digital marketing, adjusting customer incentives, cultivating customer evangelists, handling customer complaints, and managing product returns.
My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Anytime I have a chance to read anything put out by the people behind the research, I take the time to do so, and you should, too! Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions.
Will ChatGPT Replace The Contact Center Agent? by Gal Rimon
(Forbes) At the end of the day, automation provides value to the way we work and ChatGPT is no different. But let’s be honest: How many of you still press zero multiple times in a row when you are greeted by a bot because you just want to interact with a human? It will take time for consumers to become comfortable enough with the technology that it can completely replace humans, if ever.
My Comment: The topic of ChatGPT is “white hot.” And now there are new companies sprouting up that are using the ChatGPT platform for customer service. So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. My quick take is, at least for the short term, the answer is, “No.” Did video kill the radio star? Did ATMs replace bank tellers? (No and no.)
Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen
(The Washington Post) It shouldn’t be this hard to speak to a human. But, increasingly, companies large and small are making it difficult to access a real, live person when help is needed. Contact numbers are hard to find. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. Some phone lines are seemingly staffed entirely by robots, forcing you to go through menu after menu in quest of a live, real person. Or, increasingly, companies don’t offer a telephone option at all.
My Comment: How do you feel about the elimination of human-to-human support? Last year Frontier Airlines discontinued the ability to contact customer support. The response was not positive (although I think it was a bold move, just maybe too soon). The author of this opinion piece in the Washington Post gives her take on the subject.
The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas
(CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.
My Comment: Jim Tincher is a customer experience expert who focuses on B2B. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed. He also shares some fantastic tips to consider as you’re creating the journey map for your organization.
Losing Customers Due to Lack of Relevance? by Wise Marketer Staff
(The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. This means that personalization needs to be implemented across all your customer touchpoints: offers, product recommendations, pricing, communication channels, rewards, content, frequency of communication, and finally customer experience.
My Comment: This is an excellent article (the first of three in a series) on personalization. The author clearly defines the definition of personalization in business. With the right data, mixed with anything else a customer might share, there is an opportunity to personalize the experience that gets customers to know you, like you, appreciate you, and most importantly, say, “I’ll be back!”
BONUS
Thank You For Not Calling! Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott
(Forbes) Is it just me, or do call center agents seem burned out lately? They’re sometimes lackluster, dismissive — and even rude, according to customers. There may be a reason. A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. It says reducing agent burnout is one of the top priorities for customer contact leaders.
My Comment: Christopher Elliott is a travel writer whose work has appeared in many major publications. He contacted me (and several other experts) for comments about agent burnout. There’s plenty of good information here, including why call center agents are burning out and what companies are doing to prevent it.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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March 14, 2023
The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers
Or, 
In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.
By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers. You can learn more at www.CustomerLoyaltyMonth.com.
So, back to the Loyalty Gap. This is the gap between the percentage of customers you think are loyal and customers who actually are loyal. If you’ve been following my work, you may remember that I preach there is a big difference between a repeat customer and a loyal customer. A customer that comes back again and again could be mistakenly labeled as a loyal customer. Before we can call someone a loyal customer, we must find out why they keep coming back and buying from us. And there are many reasons why customers might return that have nothing to do with being loyal. For example:
The Price Is Lowest – Customers who buy based on low prices aren’t loyal to you. They are loyal to the price. The moment a competitor has a lower price, the customer disappears. And you thought they were loyal!
The Location Is More Convenient – Does the customer buy from you because you are closer than your competition? You don’t know if you don’t ask. As soon as a competitor moves into the area, if their location happens to be more convenient, the customer moves on. Again, you thought they were loyal!
The Customer Is Satisfied – This one is super important. There’s a big difference between a satisfied customer and a loyal customer. Satisfied customers are just … satisfied. The experience is good, but not great. It’s enough to get them to come back until they find another brand or organization that satisfies them just a bit more.
A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with. Or, maybe it’s the confidence that’s created when a customer interacts with the brand. There are many reasons, but they all evoke an emotional connection.
So, what’s the Loyalty Gap in your business? Do you understand your customers’ buying patterns? Do you know why they come back? In a perfect world, there shouldn’t be a gap. But that’s not reality. There will always be customers who don’t have the emotional connection needed to drive loyalty. There’s nothing you can do but keep trying. For the rest of your repeat customers, understand why they return, then keep delivering the experience that makes them want to return.
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus™ customer service training programs. Follow on Twitter: @Hyken
In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers. You can learn more at www.CustomerLoyaltyMonth.com.
So, back to the Loyalty Gap. This is the gap between the percentage of customers you think are loyal and customers who actually are loyal. If you’ve been following my work, you may remember that I preach there is a big difference between a repeat customer and a loyal customer. A customer that comes back again and again could be mistakenly labeled as a loyal customer. Before we can call someone a loyal customer, we must find out why they keep coming back and buying from us. And there are many reasons why customers might return that have nothing to do with being loyal. For example:
The Price Is Lowest – Customers who buy based on low prices aren’t loyal to you. They are loyal to the price. The moment a competitor has a lower price, the customer disappears. And you thought they were loyal!
The Location Is More Convenient – Does the customer buy from you because you are closer than your competition? You don’t know if you don’t ask. As soon as a competitor moves into the area, if their location happens to be more convenient, the customer moves on. Again, you thought they were loyal!
The Customer Is Satisfied – This one is super important. There’s a big difference between a satisfied customer and a loyal customer. Satisfied customers are just … satisfied. The experience is good, but not great. It’s enough to get them to come back until they find another brand or organization that satisfies them just a bit more.
A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with. Or, maybe it’s the confidence that’s created when a customer interacts with the brand. There are many reasons, but they all evoke an emotional connection.
So, what’s the Loyalty Gap in your business? Do you understand your customers’ buying patterns? Do you know why they come back? In a perfect world, there shouldn’t be a gap. But that’s not reality. There will always be customers who don’t have the emotional connection needed to drive loyalty. There’s nothing you can do but keep trying. For the rest of your repeat customers, understand why they return, then keep delivering the experience that makes them want to return.
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus™ customer service training programs. Follow on Twitter: @Hyken
March 13, 2023
A Five-Star Experience with Katie Mares
Top Takeaways:
In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience.
Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere.
Use your customer’s name. Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” Saying their name is a simple first step in connecting with your customers.
Show your genuine interest. The customer keeps your business going and helps you live the life that you have by paying for your goods and services. Show up and show genuine interest to every customer.
Be anticipatory and deliver the “plus one.” Use the nuggets of information that you have about your customers to elevate their experience. It does not have to be something big or expensive. It can be a little extra effort that levels up the experience.
Be a hero. Service recovery should be part of the experience. We’re human, and we’re going to drop the ball. Consider a complaint or problem an opportunity to create an even better experience.
Plus, Katie combines science and her business knowledge to explain how men and women differ when it comes to how they perceive their experiences as well as how they communicate and want to be communicated with. Tune in!
Quotes:
“A transactional experience is very utilitarian. It is focused on the facts and the practical aspects of the customer relationship. An interactional experience goes beyond that. It is focused on emotional shift that creates trust that leads to the purchase and the loyalty after that.”
“Women refer people that they know to a business 33% more than men. Women have the potential to influence 3 to 4 generations of purchases.”
“A woman wants to be acknowledged. Building rapport and having a conversation are important to her. When you take the time to create a genuine relationship with your female customers, you will build the connection and the trust that lets her know you will take care of her throughout the entire journey.”
“Breakdown the customer journey and at every touch point be aware of how you can elevate it in order to capture your customer’s heart, mind, and pocketbook.”
About:
Katie Mares is a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer . She is the Chief Inspiration Officer at Katie Mares, where she helps brands design experiences for their customers.
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 the difference between male and female customers?
What is the difference between a transactional and interactional experience?
How do you deliver a 5-star customer experience?
How do you elevate the customer experience?
Do men and women have different customer expectations?
In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience.
Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere.
Use your customer’s name. Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” Saying their name is a simple first step in connecting with your customers.
Show your genuine interest. The customer keeps your business going and helps you live the life that you have by paying for your goods and services. Show up and show genuine interest to every customer.
Be anticipatory and deliver the “plus one.” Use the nuggets of information that you have about your customers to elevate their experience. It does not have to be something big or expensive. It can be a little extra effort that levels up the experience.
Be a hero. Service recovery should be part of the experience. We’re human, and we’re going to drop the ball. Consider a complaint or problem an opportunity to create an even better experience.
Plus, Katie combines science and her business knowledge to explain how men and women differ when it comes to how they perceive their experiences as well as how they communicate and want to be communicated with. Tune in!
Quotes:
“A transactional experience is very utilitarian. It is focused on the facts and the practical aspects of the customer relationship. An interactional experience goes beyond that. It is focused on emotional shift that creates trust that leads to the purchase and the loyalty after that.”
“Women refer people that they know to a business 33% more than men. Women have the potential to influence 3 to 4 generations of purchases.”
“A woman wants to be acknowledged. Building rapport and having a conversation are important to her. When you take the time to create a genuine relationship with your female customers, you will build the connection and the trust that lets her know you will take care of her throughout the entire journey.”
“Breakdown the customer journey and at every touch point be aware of how you can elevate it in order to capture your customer’s heart, mind, and pocketbook.”
About:
Katie Mares is a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer . She is the Chief Inspiration Officer at Katie Mares, where she helps brands design experiences for their customers.
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 the difference between male and female customers?
What is the difference between a transactional and interactional experience?
How do you deliver a 5-star customer experience?
How do you elevate the customer experience?
Do men and women have different customer expectations?
Top 5 Customer Service & CX Articles for the Week of March 13, 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.
Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff
(The Wise Marketer) Bad first impressions don’t just happen on dates. Shopping with a retailer is much like a courtship, and many retailers have experienced the equivalent of a bad breakup following an honest mistake, misstep or because they were used. Here are six ways to win back lost customer love.
My Comment: Nobody wants to “break up” with their customers, but sometimes it happens. When it does, take a look at these six reasons your customers might leave, and how to “woo” them back. So, if there’s a break up, be ready to make up!
Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl
(Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base.
My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. Angie Brown, SVP of technology at The Home Depot, was interviewed and shares some important information about CX.
My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. Angie Brown, SVP of technology at The Home Depot, was interviewed and shares some important information about CX.
What Is a Contact Center? Omnichannel Customer Experience Redefined by Michelle Hawley
(CMSWire) In today’s fast-paced world, customers expect quick and efficient service when reaching out to businesses. In fact, one 2023 report found that 71% of customers want immediate service when they reach out to a company. That’s where the contact center comes in.
My Comment: Everyone once in a while I catch myself using the term “Call Center” to describe the contact center. If you ask most people over age 40 (maybe younger) to describe a contact center, they will most likely share a description of the traditional call center – lots of people answering phone calls. Today’s contact center is so much more than that. According to this article, it is the hub for all customer interactions – and that means we look beyond the phone to email, chat, text, etc. In other words, we must create the omnichannel experience. So, let’s take another look at what that means
Navigate Customer Churn: Strategies for Surviving a Recession by Nahla Davies
(G2) With the recession looming, most companies are looking for ways to stay afloat. One of the biggest challenges they face is customer churn – the rate at which customers leave the company and stop doing business with them. When customers leave, the revenue streams they generate also go, resulting in significant financial losses.
My Comment: The rocky economy is causing some changes in customer behavior. They want value, but there is also some level of price sensitivity for some of our customers. The result is they look for better deals, which could include the value proposition. And because they are looking, they may churn on you. The author shares seven ways to help reduce or eliminate churn. While some of this is common sense, it’s all a great reminder of what we should be paying attention to.
15 Strategies To Balance Profits And Customer Satisfaction by Forbes Business Council
(Forbes) The goal of every business is to make a profit, but sometimes in the quest for higher earnings, the focus on customer satisfaction may be overlooked. It is crucial for business owners to find a balance between driving profits and keeping customers happy, as unhappy customers can lead to a loss of revenue.
My Comment: Delivering a great customer service experience shouldn’t be a cost. It should pay. That’s exactly what this article is about, and includes 15 strategies from the Forbes Business Council. I like man of them, but the second one stood out, which is to improve the experience before you improve the price. Number 9 is also a good one, which is really more of a goal; to increase customer lifetime value. The value to the customer needs to be more than just a low price.
BONUS
The Top Customer Experience Influencers to Follow in 2023 by CX Network
(CX Network) Spanning five of the world’s six continents (only Antarctica is missing so far – watch this space!), our list includes CEOs, media personalities, CXOs and thought leaders, all of whom are making a significant impact in the world of customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
My Comment: I’d like to thank our friends at CX Newtork that included me on the list of the top customer experience influencers to follow in 2023. There are some really good names on this list, so check them out, follow the ones that interest you, and deliver a better experience to your customers!
[image error]Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff
(The Wise Marketer) Bad first impressions don’t just happen on dates. Shopping with a retailer is much like a courtship, and many retailers have experienced the equivalent of a bad breakup following an honest mistake, misstep or because they were used. Here are six ways to win back lost customer love.
My Comment: Nobody wants to “break up” with their customers, but sometimes it happens. When it does, take a look at these six reasons your customers might leave, and how to “woo” them back. So, if there’s a break up, be ready to make up!
Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl
(Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base.
My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. Angie Brown, SVP of technology at The Home Depot, was interviewed and shares some important information about CX.
My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. Angie Brown, SVP of technology at The Home Depot, was interviewed and shares some important information about CX.
What Is a Contact Center? Omnichannel Customer Experience Redefined by Michelle Hawley
(CMSWire) In today’s fast-paced world, customers expect quick and efficient service when reaching out to businesses. In fact, one 2023 report found that 71% of customers want immediate service when they reach out to a company. That’s where the contact center comes in.
My Comment: Everyone once in a while I catch myself using the term “Call Center” to describe the contact center. If you ask most people over age 40 (maybe younger) to describe a contact center, they will most likely share a description of the traditional call center – lots of people answering phone calls. Today’s contact center is so much more than that. According to this article, it is the hub for all customer interactions – and that means we look beyond the phone to email, chat, text, etc. In other words, we must create the omnichannel experience. So, let’s take another look at what that means
Navigate Customer Churn: Strategies for Surviving a Recession by Nahla Davies
(G2) With the recession looming, most companies are looking for ways to stay afloat. One of the biggest challenges they face is customer churn – the rate at which customers leave the company and stop doing business with them. When customers leave, the revenue streams they generate also go, resulting in significant financial losses.
My Comment: The rocky economy is causing some changes in customer behavior. They want value, but there is also some level of price sensitivity for some of our customers. The result is they look for better deals, which could include the value proposition. And because they are looking, they may churn on you. The author shares seven ways to help reduce or eliminate churn. While some of this is common sense, it’s all a great reminder of what we should be paying attention to.
15 Strategies To Balance Profits And Customer Satisfaction by Forbes Business Council
(Forbes) The goal of every business is to make a profit, but sometimes in the quest for higher earnings, the focus on customer satisfaction may be overlooked. It is crucial for business owners to find a balance between driving profits and keeping customers happy, as unhappy customers can lead to a loss of revenue.
My Comment: Delivering a great customer service experience shouldn’t be a cost. It should pay. That’s exactly what this article is about, and includes 15 strategies from the Forbes Business Council. I like man of them, but the second one stood out, which is to improve the experience before you improve the price. Number 9 is also a good one, which is really more of a goal; to increase customer lifetime value. The value to the customer needs to be more than just a low price.
BONUS
The Top Customer Experience Influencers to Follow in 2023 by CX Network
(CX Network) Spanning five of the world’s six continents (only Antarctica is missing so far – watch this space!), our list includes CEOs, media personalities, CXOs and thought leaders, all of whom are making a significant impact in the world of customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
My Comment: I’d like to thank our friends at CX Newtork that included me on the list of the top customer experience influencers to follow in 2023. There are some really good names on this list, so check them out, follow the ones that interest you, and deliver a better experience to your customers!
[image error]Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
March 10, 2023
Guest Post: Top Tips for Companies Providing Remote Customer Service
This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.
There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. With up to many people believing that working from home is the new normal, providing remote customer service is following suit.
For employees, flexible working offers greater comfort and a better work-life balance. For employers, a remote workforce can result in reduced running costs and the ability to hire the best talent from anywhere in the world.
Some businesses may have concerns about adopting a remote workforce, particularly when it comes to their customer service team. They might worry that remote employees won’t perform to their full potential outside of an office environment or that they won’t have access to the necessary tools to provide adequate customer support. But by shifting how you manage your team, these issues can be easily resolved.
Here are three vital tips for companies preparing to set up a remote customer service team.
1. Choose the right tools
Having the right technology is key to successful remote working. You need to be sure your team can communicate effectively and securely with customers and with one another. Finding a reputable system that can handle large amounts of data can reduce the chances of system failures when being accessed by multiple different agents, and across several communication channels, at a time.
You may also need additional tools for managing projects or tasks, as well as messaging and communications apps that can replace face-to-face chats, enabling them to communicate as they would usually in an office environment. Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions.
2. Empower customer service agents with knowledge
Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact. With up to 84% of consumers feeling frustrated when they’re looking for information and a customer service agent can’t provide it, it’s vital that your customer service team can find answers and solutions quickly.
When your team operates remotely, the first step in giving them the right knowledge is a detailed training program for new starters. Then, ensure that all agents have access to an internal knowledge base that covers everything they’ll need to know, as well as contact details for who to call in case anything new or unexplained occurs.
Be sure to update the knowledge base regularly, particularly with new product or service launches, and have a system in place for adding to the knowledge base when agents discover information gaps.
3. Connect team members
Good customer service relies heavily on strong teamwork to ensure that customer problems get resolved efficiently. When team members feel disconnected from one another, it can be difficult for them to work cohesively and communicate effectively. Research suggests that 67% of office workers find it more difficult to maintain workplace relationships when working from home.
A great way to resolve this is to encourage regular calls between agents so that they can get to know each other and share their experiences and knowledge. Creating opportunities for remote socials and team-building exercises will make it easier for team members to reach out to one another for support.
Embrace remote work to provide better customer service
When you embrace a remote workforce, you can hire the most talented people for the job without being limited by geographical location. This can allow you to build a highly skilled and effective team of agents to help you deliver the best standard of customer service.
Molly Hopper is a business manager with a keen interest in new ways to improve career opportunities and employee engagement. A big fan of remote working, she believes that the possibilities it offers are endless. She is always looking for new ways to improve her skills and knowledge so that she can offer the best possible service to her clients
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.
Read Shep’s latest Forbes article: Radical Transparency: A Key To A Better Customer Experience
There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. With up to many people believing that working from home is the new normal, providing remote customer service is following suit.
For employees, flexible working offers greater comfort and a better work-life balance. For employers, a remote workforce can result in reduced running costs and the ability to hire the best talent from anywhere in the world.
Some businesses may have concerns about adopting a remote workforce, particularly when it comes to their customer service team. They might worry that remote employees won’t perform to their full potential outside of an office environment or that they won’t have access to the necessary tools to provide adequate customer support. But by shifting how you manage your team, these issues can be easily resolved.
Here are three vital tips for companies preparing to set up a remote customer service team.
1. Choose the right tools
Having the right technology is key to successful remote working. You need to be sure your team can communicate effectively and securely with customers and with one another. Finding a reputable system that can handle large amounts of data can reduce the chances of system failures when being accessed by multiple different agents, and across several communication channels, at a time.
You may also need additional tools for managing projects or tasks, as well as messaging and communications apps that can replace face-to-face chats, enabling them to communicate as they would usually in an office environment. Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions.
2. Empower customer service agents with knowledge
Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact. With up to 84% of consumers feeling frustrated when they’re looking for information and a customer service agent can’t provide it, it’s vital that your customer service team can find answers and solutions quickly.
When your team operates remotely, the first step in giving them the right knowledge is a detailed training program for new starters. Then, ensure that all agents have access to an internal knowledge base that covers everything they’ll need to know, as well as contact details for who to call in case anything new or unexplained occurs.
Be sure to update the knowledge base regularly, particularly with new product or service launches, and have a system in place for adding to the knowledge base when agents discover information gaps.
3. Connect team members
Good customer service relies heavily on strong teamwork to ensure that customer problems get resolved efficiently. When team members feel disconnected from one another, it can be difficult for them to work cohesively and communicate effectively. Research suggests that 67% of office workers find it more difficult to maintain workplace relationships when working from home.
A great way to resolve this is to encourage regular calls between agents so that they can get to know each other and share their experiences and knowledge. Creating opportunities for remote socials and team-building exercises will make it easier for team members to reach out to one another for support.
Embrace remote work to provide better customer service
When you embrace a remote workforce, you can hire the most talented people for the job without being limited by geographical location. This can allow you to build a highly skilled and effective team of agents to help you deliver the best standard of customer service.
Molly Hopper is a business manager with a keen interest in new ways to improve career opportunities and employee engagement. A big fan of remote working, she believes that the possibilities it offers are endless. She is always looking for new ways to improve her skills and knowledge so that she can offer the best possible service to her clients
For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.Read Shep’s latest Forbes article: Radical Transparency: A Key To A Better Customer Experience
March 8, 2023
Complaints and Problems Are Opportunities to Show How Good You Are
I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful
Shepard Letter
subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience. Bill and his wife went to Cancun on vacation and stayed at the LeBlanc Spa Resort. This an “all-inclusive” resort where everything is included in the daily rate.
Every Wednesday, the resort has a “Seafood Market” lunch where they grill fresh seafood for the guests. Bill and his wife were at the end of the line, and by the time they made it to the front, they were disappointed that most of the fish was gone.
The server sensed their disappointment, and this is where the story gets good. First, the server apologized. He empathized and sympathized with Bill and his wife’s disappointment, and he immediately offered a solution. First, he gave them menus to order lunch. Then, he offered to set up a private Seafood Market experience the next day, just for Bill and his wife.
The next day, they had an amazing lunch. In Bill’s words, “He personally brought a magnificent wooden tray of fresh grilled fish, shrimp, clams, mussels and vegetables that would have easily fed eight people!”
The big lesson here is that the server, without knowing, followed my five-step process for resolving problems and complaints. I’ve covered this before, but it’s worth using this story to remind us of how simple and effective it is.
Five Steps to Handling Complaints and Problems
Apologize: That’s the first thing the server did.
Acknowledge: The server acknowledged their disappointment. That shows you’re in sync with the customer.
Fix the Problem: The server offered a great solution. The first part of that solution was to order lunch off the menu. The follow-up was to personally deliver a “Seafood Market” experience the next day.
An Attitude of Ownership: The server didn’t blame the chef for not cooking enough food. Instead, he “owned” the opportunity to resolve the issue.
Act with Urgency: It’s not about when the problem was ultimately resolved, it’s how fast you respond to fix the problem. One way to impress a customer when there is a problem or complaint is to act with speed and urgency.
This five-step process works for small and big problems. Think about a time when you complained or had a problem and it was resolved to your satisfaction, if not even more so. If you break it down, you’ll likely find the experience includes these five steps.
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus™ customer service training programs. Follow on Twitter: @Hyken
March 6, 2023
Using Customer Feedback to Drive Company Growth with Michelle MacCarthy
Top Takeaways:
Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing.
Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.
New technology will not replace the human-to-human relationship. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX.
Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.
Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.
Plus, Michelle weighs in on ChatGPT and how it will impact customer experience. Tune in!
Quotes:
“Customer success is putting the customer at the heart of all that you do.”
“In anything you do, setting expectations with customers is important.”
“Customer experience is something that’s owned by everyone in the organization. Regardless of role, having a truly customer-centric culture will help fuel better employee retention.”
About:
Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution.
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 Human-centric CX design?
What is customer-led growth?
How do you define customer success?
Why is customer feedback important?
How can customer feedback be used to improve service?
Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing.
Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.
New technology will not replace the human-to-human relationship. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX.
Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials.
Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.
Plus, Michelle weighs in on ChatGPT and how it will impact customer experience. Tune in!
Quotes:
“Customer success is putting the customer at the heart of all that you do.”
“In anything you do, setting expectations with customers is important.”
“Customer experience is something that’s owned by everyone in the organization. Regardless of role, having a truly customer-centric culture will help fuel better employee retention.”
About:
Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution.
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 Human-centric CX design?
What is customer-led growth?
How do you define customer success?
Why is customer feedback important?
How can customer feedback be used to improve service?
March 5, 2023
Top 5 Customer Service & CX Articles for the Week of March 6, 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 Companies Can Improve Their Customer Service Practices by Pete Mercer
(Repertoire) Every year, businesses across the world spend months planning and strategizing the best ways to attract and retain customers in an increasingly competitive market. Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach?
My Comment: I seldom use articles that feature my comments as Top Five article. (They are usually included at the end as a bonus article.) That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry.
10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky
(Inc. Magazine) If your customer experience leaves consumers feeling underwhelmed, or if your customer lifetime value (CLV) is low, it’s time to make a change. In this post, we’ll cover what CLV is and why it’s crucial to e-commerce success. We’ll also share some effective ways to increase your CLV for greater results.
My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question. Who doesn’t? This excellent article has ten ways in which to do so. Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included.
20 Customer Experience Metrics Critical for Your Business by Tobias Komischke
(CMSWire) This article covers 20 selected metrics that not only allow you to measure and understand your business viability, but at the same time also focus on the quality of your audience’s customer experience. The focus on customer needs throughout the entire customer lifecycle is critical for commercial success. As you will see, in most cases underperforming metrics can be explained by a mismatch between what your customers and users need, and what you offer.
My Comment: How do you measure customer experience? Let me count the ways! And this article has 20 of them! The author breaks these metrics into four categories. There is something here for everyone. Management guru Peter Drucker once said, “You can’t manage what you don’t measure.” So look at these and determine which ones work for you and your business.
More Consumers Want Better Customer Experience by Retail Customer Experience
(Retail Customer Experience) More than half, 69%, of consumers want retailers to improve their customer experience, a hefty jump from 35% in 2019 and just about the same number, 61%, judge a retailer’s innovativeness based on its communications.
My Comment: It’s simple… Customers want a better experience. The article opens with powerful stats: “69% of consumers want retailers to improve their CX… and 61% judge a retailer’s innovativeness based on its communications.” Plenty of other findings will compel you to create a better customer communications experience.
Customer Agents Know Product, but Personalization Lacking by Retail Customer Experience
(Retail Customer Experience) A good majority, 91%, of customer agents are offering in-depth knowledge of products, but way less, 34%, are providing a personalized experience. Those are top findings from Incisiv’s 2023 Omnichannel Customer Service Index conducted in partnership with Nuance Communications Inc. While retailers are investing big in shoring up digital capabilities, the customer service capability isn’t on par, according to a press release on the study’s findings.
My Comment: This very short article reminds us in the contact center world that, our customers want more than agents who have answers to questions and resolutions to problems. They want personalization. Our customer service research found that 74% of our customers want a personalized experience. That means agents know the customer’s recent purchases, when and why they have called in the past, and more.
[image error]Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
How Companies Can Improve Their Customer Service Practices by Pete Mercer
(Repertoire) Every year, businesses across the world spend months planning and strategizing the best ways to attract and retain customers in an increasingly competitive market. Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach?
My Comment: I seldom use articles that feature my comments as Top Five article. (They are usually included at the end as a bonus article.) That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry.
10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky
(Inc. Magazine) If your customer experience leaves consumers feeling underwhelmed, or if your customer lifetime value (CLV) is low, it’s time to make a change. In this post, we’ll cover what CLV is and why it’s crucial to e-commerce success. We’ll also share some effective ways to increase your CLV for greater results.
My Comment: Do you want to increase your Customer Lifetime Value? That’s a rhetorical question. Who doesn’t? This excellent article has ten ways in which to do so. Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included.
20 Customer Experience Metrics Critical for Your Business by Tobias Komischke
(CMSWire) This article covers 20 selected metrics that not only allow you to measure and understand your business viability, but at the same time also focus on the quality of your audience’s customer experience. The focus on customer needs throughout the entire customer lifecycle is critical for commercial success. As you will see, in most cases underperforming metrics can be explained by a mismatch between what your customers and users need, and what you offer.
My Comment: How do you measure customer experience? Let me count the ways! And this article has 20 of them! The author breaks these metrics into four categories. There is something here for everyone. Management guru Peter Drucker once said, “You can’t manage what you don’t measure.” So look at these and determine which ones work for you and your business.
More Consumers Want Better Customer Experience by Retail Customer Experience
(Retail Customer Experience) More than half, 69%, of consumers want retailers to improve their customer experience, a hefty jump from 35% in 2019 and just about the same number, 61%, judge a retailer’s innovativeness based on its communications.
My Comment: It’s simple… Customers want a better experience. The article opens with powerful stats: “69% of consumers want retailers to improve their CX… and 61% judge a retailer’s innovativeness based on its communications.” Plenty of other findings will compel you to create a better customer communications experience.
Customer Agents Know Product, but Personalization Lacking by Retail Customer Experience
(Retail Customer Experience) A good majority, 91%, of customer agents are offering in-depth knowledge of products, but way less, 34%, are providing a personalized experience. Those are top findings from Incisiv’s 2023 Omnichannel Customer Service Index conducted in partnership with Nuance Communications Inc. While retailers are investing big in shoring up digital capabilities, the customer service capability isn’t on par, according to a press release on the study’s findings.
My Comment: This very short article reminds us in the contact center world that, our customers want more than agents who have answers to questions and resolutions to problems. They want personalization. Our customer service research found that 74% of our customers want a personalized experience. That means agents know the customer’s recent purchases, when and why they have called in the past, and more.
[image error]Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
