Shep Hyken's Blog, page 47
February 28, 2023
Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.)
Do your customers trust you? (This is fact.)
The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score. When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap.
Consider the findings from PwC’s 2022 Consumer Intelligence Series Survey on Trust. Eighty-seven percent of executives think customers highly trust their companies, but only about 30% of customers do. That’s a 57% gap! OUCH!
And if you think that is bad, consider that the survey also found 71% of consumers say they’re unlikely to buy if a company loses their trust. David Horsager, the world’s trust authority, sums this up well when he says, “A lack of trust is your biggest expense in business.”
The goal is no trust gap. And how do you do that? Here are six ways:
Always Keep Your Promise – We start with a simple one. Just do what you say you’re going to do. The fastest way to destroy trust is to not keep a commitment.
Be Transparent – Be open about your policies, process, delivery times, delays and more. Don’t hide behind fine print. You want your customers to know and understand how you operate. The more they know, the more trust they will have in you.
Be Easy to Connect With – Do you make it easy for your customers to connect with you? For example, I’m always impressed with Zappos.com. It is an online retailer that wants you to buy from its website. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Make it easy for customers to connect with you.
Protect Your Customer’s Information – Data protection has been a hot topic for several years. Beyond data breaches, which companies must do their best to avoid, there is also data abuse. If customers trust you with their information, don’t abuse that trust by misusing it.
Be Consistent – When customers use the word always before they describe something positive about their experience, such as, “They are always helpful,” you know you’re delivering a consistent and predictable experience that increases trust and gets customers to come back.
Provide Excellent Customer Service – This is the perfect one to end on. Raise the trust level with something you should already be doing. Our customer experience research found that 84% of customers trust a company or brand more if it provides excellent customer service. When customers like the experience you provide, they trust you more.
BONUS: In my effort to always give my clients more than they expect, here’s a bonus. Deloitte surveyed 260 C-suite executives about trust. While 61% claim they want to improve trust with customers, only 19% have members in the C-suite dedicated to the effort. So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization .
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
February 27, 2023
Telling Your Brand Story Through the Customer Experience with Christoph Trappe
Top Takeaways:
Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others.
Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.
Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story.
The frontline customer service and sales reps dealing directly with your customers are part of your marketing department.
Your best marketing campaign comes from customers who have had an experience with your business and tell people about it.
Social media managers are more involved in customer service now than they used to be in years past. Make sure your brand’s story is shared with your social media team – and everyone else in the company.
Plus, Christophe (content marketer) and Shep (customer service and experience expert) each share their definition of what a brand is. Tune in!
Quotes:
“Marketing is not just about getting people in the door. Marketing is about supporting customer experience and success.”
“Figure out what people are trying to get out of doing business with you. Find out what their goal is, and go from there.”
“Branding is more than the logo or the colors. It is also about how your customers feel about your brand and what it stands for.”
“Your brand is what people say it is, but you always have a vote in the matter. You can create the experience that makes people feel the brand.”
About:
Christoph Trappe is the Director of Content Strategy at Voxpopme. He is a digital and content marketer and author. His latest book, Is Marketing A Good Career?, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer experience in marketing?
How does having the right people on the marketing team contribute to delivering a good customer experience?
How does marketing impact customer experience?
What is customer experience storytelling?
What role does good branding play in a customer experience?
Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others.
Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.
Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them. Marketing must tell that story to the customer support team so everybody in the company can embody that story.
The frontline customer service and sales reps dealing directly with your customers are part of your marketing department.
Your best marketing campaign comes from customers who have had an experience with your business and tell people about it.
Social media managers are more involved in customer service now than they used to be in years past. Make sure your brand’s story is shared with your social media team – and everyone else in the company.
Plus, Christophe (content marketer) and Shep (customer service and experience expert) each share their definition of what a brand is. Tune in!
Quotes:
“Marketing is not just about getting people in the door. Marketing is about supporting customer experience and success.”
“Figure out what people are trying to get out of doing business with you. Find out what their goal is, and go from there.”
“Branding is more than the logo or the colors. It is also about how your customers feel about your brand and what it stands for.”
“Your brand is what people say it is, but you always have a vote in the matter. You can create the experience that makes people feel the brand.”
About:
Christoph Trappe is the Director of Content Strategy at Voxpopme. He is a digital and content marketer and author. His latest book, Is Marketing A Good Career?, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer experience in marketing?
How does having the right people on the marketing team contribute to delivering a good customer experience?
How does marketing impact customer experience?
What is customer experience storytelling?
What role does good branding play in a customer experience?
February 26, 2023
Top 5 Customer Service & CX Articles for the Week of February 27, 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 Ways to Enhance Your Call Center Customer Experience by Eric Sims
(CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty.
My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center. Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience. Yes, they are basic, but ignoring them would be a mistake.
Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein
(CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. From global pandemics, to the resulting supply chain and employment issues, to challenging economic headwinds, extreme weather and huge changes in consumer behaviors, brands must focus on maximizing value from their most important customers with programs that improve customer loyalty and retention.
My Comment: I’m often asked how to deliver customer service in challenging times. My short answer is not to change anything that the customer would notice. That said, inflation is high, supply chain issues are still a problem, and some companies are still experiencing employee shortages. All that makes for challenges that require us to step up our CX if we want to keep our best customers.
The Many Reasons Why Customer Needs, Expectations Are Rapidly Changing by Isabelle Romualdez
(Retail Customer Experience) The definition of a ‘good customer experience’ today is nowhere as simple or straightforward as it was just a few decades ago when assessing customer sentiment was carried out through a few phone surveys for example. The modern consumer is multifaceted and complex, reacting to a wide range of factors: economic, social, political, and beyond, and they are more demanding than ever before.
My Comment: Customer expectations are changing – in some cases, faster than many businesses can keep up. One big reason is that rock star companies have taught our customers what a good experience should be. They like it, and now they expect it from others. This article has three more reasons. In addition, the author shares some “factors” that contribute to a better CX.
Top 5 ChatGPT Prompts for Customer Experience Professionals by Michelle Hawley
(CMSWire)In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. That’s where ChatGPT comes in. This cutting-edge generative artificial intelligence (AI) has the potential to change the way CX leaders do their jobs — making it easier to gather insights, respond to customer needs and drive positive outcomes. In this article, you’ll find five ChatGPT prompts that every CX professional should know about. Whether you’re just getting started with ChatGPT or looking to expand your skills, this is a must-read for anyone in the CX field.
My Comment: ChatGPT is one of the most talked about and written about topics in the past two months. The possibilities of the platform have enormous potential for customer support. The key is knowing how to ask the questions, also known as “prompts,” which is what this article teaches us.
9 Ways to Grow Repeat Buyers by Pamela Hazelton
(Practical Ecommerce) A loyal customer base can take years to build, especially if you offer an average experience, no better than competitors. But shoppers seek more than average. The key to brand-loyal customers is to offer things your competitors don’t. And that includes the shopping and order support experiences.
My Comment: The secret to creating repeat business – and even customer loyalty – in an eCommerce business is to deliver a confident experience. Amazon has mastered this. They inform you when you place the order, when the order is shipped, and when it arrives. The customer feels in control. This article has some great suggestions that will put more confidence into your customer experience.
BONUS
11 Podcasts to Keep Your CX Game Sharp by Melanie Mingas
(CX Network) In a little over 20 years the humble podcast has exploded in popularity and in the world of CX, there is no shortage of expert voices sharing their tips and tricks with the world. In this article, CX Network presents its selection of some of the most original and popular podcasts to help you fine tune your CX strategy, along with their unique selling points.
My Comment: If you want to learn some excellent CX tips, ideas, strategies, and tactics, try listening to some podcasts. Here are eleven of them, and I’m honored that Amazing Business Radio is one of the elite eleven. (Thank you, CX Network!)
[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
8 Ways to Enhance Your Call Center Customer Experience by Eric Sims
(CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty.
My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center. Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience. Yes, they are basic, but ignoring them would be a mistake.
Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein
(CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. From global pandemics, to the resulting supply chain and employment issues, to challenging economic headwinds, extreme weather and huge changes in consumer behaviors, brands must focus on maximizing value from their most important customers with programs that improve customer loyalty and retention.
My Comment: I’m often asked how to deliver customer service in challenging times. My short answer is not to change anything that the customer would notice. That said, inflation is high, supply chain issues are still a problem, and some companies are still experiencing employee shortages. All that makes for challenges that require us to step up our CX if we want to keep our best customers.
The Many Reasons Why Customer Needs, Expectations Are Rapidly Changing by Isabelle Romualdez
(Retail Customer Experience) The definition of a ‘good customer experience’ today is nowhere as simple or straightforward as it was just a few decades ago when assessing customer sentiment was carried out through a few phone surveys for example. The modern consumer is multifaceted and complex, reacting to a wide range of factors: economic, social, political, and beyond, and they are more demanding than ever before.
My Comment: Customer expectations are changing – in some cases, faster than many businesses can keep up. One big reason is that rock star companies have taught our customers what a good experience should be. They like it, and now they expect it from others. This article has three more reasons. In addition, the author shares some “factors” that contribute to a better CX.
Top 5 ChatGPT Prompts for Customer Experience Professionals by Michelle Hawley
(CMSWire)In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. That’s where ChatGPT comes in. This cutting-edge generative artificial intelligence (AI) has the potential to change the way CX leaders do their jobs — making it easier to gather insights, respond to customer needs and drive positive outcomes. In this article, you’ll find five ChatGPT prompts that every CX professional should know about. Whether you’re just getting started with ChatGPT or looking to expand your skills, this is a must-read for anyone in the CX field.
My Comment: ChatGPT is one of the most talked about and written about topics in the past two months. The possibilities of the platform have enormous potential for customer support. The key is knowing how to ask the questions, also known as “prompts,” which is what this article teaches us.
9 Ways to Grow Repeat Buyers by Pamela Hazelton
(Practical Ecommerce) A loyal customer base can take years to build, especially if you offer an average experience, no better than competitors. But shoppers seek more than average. The key to brand-loyal customers is to offer things your competitors don’t. And that includes the shopping and order support experiences.
My Comment: The secret to creating repeat business – and even customer loyalty – in an eCommerce business is to deliver a confident experience. Amazon has mastered this. They inform you when you place the order, when the order is shipped, and when it arrives. The customer feels in control. This article has some great suggestions that will put more confidence into your customer experience.
BONUS
11 Podcasts to Keep Your CX Game Sharp by Melanie Mingas
(CX Network) In a little over 20 years the humble podcast has exploded in popularity and in the world of CX, there is no shortage of expert voices sharing their tips and tricks with the world. In this article, CX Network presents its selection of some of the most original and popular podcasts to help you fine tune your CX strategy, along with their unique selling points.
My Comment: If you want to learn some excellent CX tips, ideas, strategies, and tactics, try listening to some podcasts. Here are eleven of them, and I’m honored that Amazing Business Radio is one of the elite eleven. (Thank you, CX Network!)
[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
February 21, 2023
Ten Reasons Why You Should Deliver an Amazing Customer Experience
Ten years ago, I wrote an article about why delivering an amazing customer experience is important. While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top. It’s simply consistently meeting or (ever so slightly) exceeding expectations. It’s the consistent and predictable experience that makes customers trust you and come back.
So, here are today’s 10 reasons why you should deliver an amazing customer service experience:
Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty.
Your happy customers become the best members of your marketing department. The right customer experience gets customers to talk about you, refer you and evangelize your brand.
Delivering an amazing customer experience makes price less relevant. Fifty-eight percent of customers we surveyed said excellent customer service is more important than price.
A great customer experience goes hand-in-hand with a great employee experience. It’s no surprise that the best customer-focused companies are also some of the best places to work. Just compare a list of companies that provide the highest levels of customer satisfaction with the list of the best places to work on www.GlassDoor.com. It’s no coincidence that many of the same companies appear at the top of both lists.
Customers who typically receive excellent customer service from you will be more willing to provide honest feedback when there is a problem or complaint because they trust that you will fix the problem. And when you do, they come back.
Seventy-eight percent of the customers we surveyed said they would go out of their way to do business with a company that delivers a better customer service experience.
You can’t afford not to deliver a strong customer service experience. Seventy-four percent of customers would switch to a business that provides better customer service.
A good customer service experience leads to higher customer retention and customer lifetime value (CLV).
An amazing customer service experience begets positive comments and reviews.
Finally, do it because it’s the right thing to do! If you want customers to do business with you, you must treat them in a way that makes them want to do so. Don’t expect them to be loyal to you until you show loyalty to them. That comes in the form of delivering an amazing customer experience.
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
February 20, 2023
How to Provide a Personalized Customer Experience that Builds Trust with Bill Bruno
Top Takeaways:
Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas.
Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.
Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service. It is up to the brands to invest in and design experiences based on what they know about each segment of their customers.
Customer trust is important. Customers need to know that when they share their data, it will be kept safe and used to create a better experience for them.
The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. You must create trust and let your customers understand the value of sharing their data with you.
Some customers are unwilling to share their personal data with brands, but there is still an opportunity to create a personalized experience. You can personalize the journey based on context. Pay attention to what the customer is viewing, downloading, or purchasing at the moment.
Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Tune in!
Quotes:
“If brands use data to protect their customers and give them value, they will be more willing to share their data because they can see how it helps them.”
“Brands need to temper how they are using their customers’ data. They need to toe the line between “helpful” and “creepy.”
“Managing customer data is a double-edged sword. On the one hand, they demand privacy, and on the other, they demand a personalized experience. Brands need to adapt to what their customers are willing to share. There is no one size fits all approach.”
About:
Bill Bruno is the CEO of D4t4 Solutions. He has over 19 years of experience in the media, data, and analytics sectors and has a passion for fostering a culture of innovation while working with brands to drive transformational change.
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 are data personas?
What is first-party data, and why is it important to brands?
How do you collect and use customer data?
How can brands use customer data to create a personalized experience?
How can brands balance personalization and privacy when using customer data?
Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas.
Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.
Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service. It is up to the brands to invest in and design experiences based on what they know about each segment of their customers.
Customer trust is important. Customers need to know that when they share their data, it will be kept safe and used to create a better experience for them.
The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. You must create trust and let your customers understand the value of sharing their data with you.
Some customers are unwilling to share their personal data with brands, but there is still an opportunity to create a personalized experience. You can personalize the journey based on context. Pay attention to what the customer is viewing, downloading, or purchasing at the moment.
Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Tune in!
Quotes:
“If brands use data to protect their customers and give them value, they will be more willing to share their data because they can see how it helps them.”
“Brands need to temper how they are using their customers’ data. They need to toe the line between “helpful” and “creepy.”
“Managing customer data is a double-edged sword. On the one hand, they demand privacy, and on the other, they demand a personalized experience. Brands need to adapt to what their customers are willing to share. There is no one size fits all approach.”
About:
Bill Bruno is the CEO of D4t4 Solutions. He has over 19 years of experience in the media, data, and analytics sectors and has a passion for fostering a culture of innovation while working with brands to drive transformational change.
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 are data personas?
What is first-party data, and why is it important to brands?
How do you collect and use customer data?
How can brands use customer data to create a personalized experience?
How can brands balance personalization and privacy when using customer data?
February 19, 2023
Top 5 Customer Service & CX Articles for the Week of February 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.
Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas
(CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture.
My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. He discusses the difference between the customer’s expectation and the reality of the brand’s execution, using an example from a fast-food restaurant. Does the picture of the food look the same as what you’re served? (I refer to that as the expectation gap – what you think you are going to get versus what you actually get.) The gold in the article is his simple three-step approach to building a customer-focused culture.
The Six Degrees of Customer Experience by Computerworld
(Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly. So, it begs the question of how you’re setting up your business to shift with customer expectations? Keep reading to uncover the six degrees of separation between your customer experience strategy and how to achieve it.
My Comment: If you’ve been following this weekly column, then you know I love lists. The author is a software marketing guy, and he shares his take on creating a “dynamite customer experience.” My favorite is number five, which is to “Take advantage of every customer touch point.” This idea should be the center of designing the CX you want your customers to experience.
How to Improve Your Team’s Customer Service by Evelina Brown
(TechDay) A company’s customer service team is at the forefront and represents the company. If they don’t have the skills to support customers when they need it, they’re going to continue to lose them. Continue reading to learn some of the best ways to take your customer service to the next level.
My Comment: Here’s another list! Consider this line from the article: “Having great customer relationships is a result of great customer service.” Is it that simple? There is much that goes into “great customer service.” This article goes on to share nine ideas. There’s one idea that shows up early in the article but is not part of the actual list. It mentions speed. Today, most customers want speed. I don’t disagree, but remember what they really want, and that is the right answer. Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience.
To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen
(VentureBeat) Do you have a brand you just can’t live without? Maybe you’re a geek for Apple products, buy all your shoes from Zappos or simply refuse to get your groceries anywhere but Trader Joe’s. These companies might not appear to share much in common, but all three are household names with extraordinarily loyal followings. Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them.
My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of course, you would!) The author is an associate professor at Michigan State’s Broad College of business. He surveyed 20,000 consumers and 152 brands over the past 12 years to understand how “brand love” drives profits. There’s plenty of ideas and examples in this excellent article.
‘I’m a Customer Service Agent—For Best Results, Don’t Do These 3 Things When Complaining’ by Helen Carefoot
(Well+Good) If you have a problem with a product or service and need assistance to get it resolved, there’s a good chance you’ll interact with a customer service agent. Whether the conversation involves jumping on a phone call and braving hold music, corresponding via email or chat bot, or even talking in person, such conversations have the power to be legitimately positive and helpful or a source of frustration in their own right. The good news is that you have some control in how things ultimately go. To get the best results you can, a customer service representative says it’s crucial to know what not to do when complaining.
My Comment: When you call a company to complain, are you abrupt or impatient with the customer support agent? Do you yell – or worse, do you cuss? (In our customer service research, 40% of the thousand+ consumers we surveyed admitted to yelling at a customer service agent. 33% admitted they cussed.) This short article has “3 things to avoid when complaining.” So the next time you have a complaint, read this article.
BONUSES
Why Your Entire Company Should Get Customer Service Training by Josh Centers
(TextExpander) Here’s an open secret: everyone at TextExpander—even our CEO—spent a week working customer service as part of our onboarding. Shep Hyken, a top influencer in customer service, says, “Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired.”
My Comment: Our friends at TextExpander wrote an excellent article about the power of the entire company getting customer service training – not just people on the front line. It leads with one of my favorite sayings: Customer service is not a department. It’s a philosophy to be embraced by every employee – from the CEO to the most recently hired! This important article will help you understand the value of training everyone on how they fit into your customer service strategy.
CX Expert, Shep Hyken Hosts Interview Series with Relay CEO, Matt Gillin by Relay Network
(Relay Network) Our CEO, Matt Gillin, had the opportunity to speak with Customer Service & CX Expert, Shep Hyken about all things customer engagement, and how Relay is shaking up the space in a meaningful way with our solution, the Relay Feed. In three separate interviews, all featured below, Matt and Shep broke down important topics including: Truly Personal vs. Personalized Experiences, The Dominant Interface for Engagement Today: Scrolling Feeds, and Customer Dormancy and Its Impact on an Organization.
My Comment: This article includes three short interviews I did with Matt Gillin, the CEO of Relay. In the interviews, I ask Matt about the difference in personal versus personalized experiences, the concept of scrolling feeds and how they can be applied to almost any business, and how “customer dormancy” impacts an organization.
Show Your Customers Some Love .. the Corporate Love by Ted Ings
(Center for Performance Improvement®) When you love someone, you find ways to show your appreciation. A special note, a little gift, or an intimate dinner tells them that you care. Valentine’s Day is an opportunity to express that appreciation, not just in a romantic way with your significant other but to your customers as well.
My Comment: This short article is about showing your customers a little love. While the theme is Valentine’s Day, I believe you can show a little love to your customers (and employees) every day of the year. Take two minutes to read the article, and you’ll have several ideas you can use immediately.
[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
Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas
(CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture.
My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. He discusses the difference between the customer’s expectation and the reality of the brand’s execution, using an example from a fast-food restaurant. Does the picture of the food look the same as what you’re served? (I refer to that as the expectation gap – what you think you are going to get versus what you actually get.) The gold in the article is his simple three-step approach to building a customer-focused culture.
The Six Degrees of Customer Experience by Computerworld
(Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly. So, it begs the question of how you’re setting up your business to shift with customer expectations? Keep reading to uncover the six degrees of separation between your customer experience strategy and how to achieve it.
My Comment: If you’ve been following this weekly column, then you know I love lists. The author is a software marketing guy, and he shares his take on creating a “dynamite customer experience.” My favorite is number five, which is to “Take advantage of every customer touch point.” This idea should be the center of designing the CX you want your customers to experience.
How to Improve Your Team’s Customer Service by Evelina Brown
(TechDay) A company’s customer service team is at the forefront and represents the company. If they don’t have the skills to support customers when they need it, they’re going to continue to lose them. Continue reading to learn some of the best ways to take your customer service to the next level.
My Comment: Here’s another list! Consider this line from the article: “Having great customer relationships is a result of great customer service.” Is it that simple? There is much that goes into “great customer service.” This article goes on to share nine ideas. There’s one idea that shows up early in the article but is not part of the actual list. It mentions speed. Today, most customers want speed. I don’t disagree, but remember what they really want, and that is the right answer. Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience.
To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen
(VentureBeat) Do you have a brand you just can’t live without? Maybe you’re a geek for Apple products, buy all your shoes from Zappos or simply refuse to get your groceries anywhere but Trader Joe’s. These companies might not appear to share much in common, but all three are household names with extraordinarily loyal followings. Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them.
My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of course, you would!) The author is an associate professor at Michigan State’s Broad College of business. He surveyed 20,000 consumers and 152 brands over the past 12 years to understand how “brand love” drives profits. There’s plenty of ideas and examples in this excellent article.
‘I’m a Customer Service Agent—For Best Results, Don’t Do These 3 Things When Complaining’ by Helen Carefoot
(Well+Good) If you have a problem with a product or service and need assistance to get it resolved, there’s a good chance you’ll interact with a customer service agent. Whether the conversation involves jumping on a phone call and braving hold music, corresponding via email or chat bot, or even talking in person, such conversations have the power to be legitimately positive and helpful or a source of frustration in their own right. The good news is that you have some control in how things ultimately go. To get the best results you can, a customer service representative says it’s crucial to know what not to do when complaining.
My Comment: When you call a company to complain, are you abrupt or impatient with the customer support agent? Do you yell – or worse, do you cuss? (In our customer service research, 40% of the thousand+ consumers we surveyed admitted to yelling at a customer service agent. 33% admitted they cussed.) This short article has “3 things to avoid when complaining.” So the next time you have a complaint, read this article.
BONUSES
Why Your Entire Company Should Get Customer Service Training by Josh Centers
(TextExpander) Here’s an open secret: everyone at TextExpander—even our CEO—spent a week working customer service as part of our onboarding. Shep Hyken, a top influencer in customer service, says, “Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired.”
My Comment: Our friends at TextExpander wrote an excellent article about the power of the entire company getting customer service training – not just people on the front line. It leads with one of my favorite sayings: Customer service is not a department. It’s a philosophy to be embraced by every employee – from the CEO to the most recently hired! This important article will help you understand the value of training everyone on how they fit into your customer service strategy.
CX Expert, Shep Hyken Hosts Interview Series with Relay CEO, Matt Gillin by Relay Network
(Relay Network) Our CEO, Matt Gillin, had the opportunity to speak with Customer Service & CX Expert, Shep Hyken about all things customer engagement, and how Relay is shaking up the space in a meaningful way with our solution, the Relay Feed. In three separate interviews, all featured below, Matt and Shep broke down important topics including: Truly Personal vs. Personalized Experiences, The Dominant Interface for Engagement Today: Scrolling Feeds, and Customer Dormancy and Its Impact on an Organization.
My Comment: This article includes three short interviews I did with Matt Gillin, the CEO of Relay. In the interviews, I ask Matt about the difference in personal versus personalized experiences, the concept of scrolling feeds and how they can be applied to almost any business, and how “customer dormancy” impacts an organization.
Show Your Customers Some Love .. the Corporate Love by Ted Ings
(Center for Performance Improvement®) When you love someone, you find ways to show your appreciation. A special note, a little gift, or an intimate dinner tells them that you care. Valentine’s Day is an opportunity to express that appreciation, not just in a romantic way with your significant other but to your customers as well.
My Comment: This short article is about showing your customers a little love. While the theme is Valentine’s Day, I believe you can show a little love to your customers (and employees) every day of the year. Take two minutes to read the article, and you’ll have several ideas you can use immediately.
[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
February 14, 2023
What Company Do You Admire Most?
Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations. Specifically, it’s about what company you aspire to be like. Consider this question:
If your company could be like any other company, what would you want it to be like?
In business, we compare ourselves to the competition. We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. If the reason is that they are doing something different – something we should be doing – we feel compelled to do the same. But that’s simply imitation, which means you’re commoditizing your company and products.
What if we looked at the bigger picture? This goes beyond looking at a competitor, who may or may not be more successful, larger, or doing something different. Let’s consider imitation, but let’s imitate a company that is outside of our industry.
I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? There were four choices: Amazon (all online), Ritz-Carlton (high touch), Uber (super convenient), and Ace Hardware (so helpful). I found the answers insightful:
37% want to be like the Ritz-Carlton
25% want to be like Ace Hardware
22% want to be like Amazon
16% want to be like Uber
Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it. I’d love to give our customers a high-touch experience that is also helpful and super convenient and to create an online experience that even somewhat resembles Amazon. The combination would be amazing.
I love discussing the companies we love to do business with outside of our own industries, and that’s why. Often we find ideas and tactics that will work for us, and they are usually ideas that our competitors haven’t yet thought of. That removes us from being a commodity and positions us as unique and special for our customers. Deliver an experience your competitors don’t, and watch how many of your 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
February 13, 2023
The Customer Journey is Like a Romantic Relationship with Anita Toth
Top Takeaways:
The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain.
Customer service must be built into every aspect of the journey. The customer relationship is not a “one-and-done” thing. It continues even after the sale is made. The relationship needs to be maintained to keep the trust going.
After the sale, the customer goes into a “honeymoon” period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. This is why a great onboarding experience is critical to customer retention.
Customers know the difference. They can feel that they are just a number to a company. They can also feel when a company truly values their business and is committed to ensuring their success.
When you want to learn more about your customers, start with, “Tell me more…” It is a non-threatening way to start a conversation, and it pushes them to give a clearer, more definitive response.
Plus, Anita shares how she helps businesses crush their churn (in three sentences!). Tune in!
Quotes:
“When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen.”
“Even if the customer did not get the results that they expected, if they walk away knowing that you are there to help them, they walk away feeling valued.”
“We talk about what the customer wants, needs, and thinks. But, decisions are made based on feelings. It is based on the feeling of success, the feeling of failure, the feeling of being valued, or the feeling of being neglected.”
“Stop talking. Start listening. Listen to what your customers are saying and ask them about their feelings.”
About:
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer retention, and why is it important?
How do you maintain customer relationships after sales?
How do I avoid buyer’s remorse?
Why is making customers feel valued important?
How do you define customer success?
The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain.
Customer service must be built into every aspect of the journey. The customer relationship is not a “one-and-done” thing. It continues even after the sale is made. The relationship needs to be maintained to keep the trust going.
After the sale, the customer goes into a “honeymoon” period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. This is why a great onboarding experience is critical to customer retention.
Customers know the difference. They can feel that they are just a number to a company. They can also feel when a company truly values their business and is committed to ensuring their success.
When you want to learn more about your customers, start with, “Tell me more…” It is a non-threatening way to start a conversation, and it pushes them to give a clearer, more definitive response.
Plus, Anita shares how she helps businesses crush their churn (in three sentences!). Tune in!
Quotes:
“When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen.”
“Even if the customer did not get the results that they expected, if they walk away knowing that you are there to help them, they walk away feeling valued.”
“We talk about what the customer wants, needs, and thinks. But, decisions are made based on feelings. It is based on the feeling of success, the feeling of failure, the feeling of being valued, or the feeling of being neglected.”
“Stop talking. Start listening. Listen to what your customers are saying and ask them about their feelings.”
About:
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer retention, and why is it important?
How do you maintain customer relationships after sales?
How do I avoid buyer’s remorse?
Why is making customers feel valued important?
How do you define customer success?
Amazing Business Radio: Anita Toth
Top Takeaways:
The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain.
Customer service must be built into every aspect of the journey. The customer relationship is not a “one-and-done” thing. It continues even after the sale is made. The relationship needs to be maintained to keep the trust going.
After the sale, the customer goes into a “honeymoon” period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. This is why a great onboarding experience is critical to customer retention.
Customers know the difference. They can feel that they are just a number to a company. They can also feel when a company truly values their business and is committed to ensuring their success.
When you want to learn more about your customers, start with, “Tell me more…” It is a non-threatening way to start a conversation, and it pushes them to give a clearer, more definitive response.
Plus, Anita shares how she helps businesses crush their churn (in three sentences!). Tune in!
Quotes:
“When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen.”
“Even if the customer did not get the results that they expected, if they walk away knowing that you are there to help them, they walk away feeling valued.”
“We talk about what the customer wants, needs, and thinks. But, decisions are made based on feelings. It is based on the feeling of success, the feeling of failure, the feeling of being valued, or the feeling of being neglected.”
“Stop talking. Start listening. Listen to what your customers are saying and ask them about their feelings.”
About:
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer retention, and why is it important?
How do you maintain customer relationships after sales?
How do I avoid buyer’s remorse?
Why is making customers feel valued important?
How do you define customer success?
The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain.
Customer service must be built into every aspect of the journey. The customer relationship is not a “one-and-done” thing. It continues even after the sale is made. The relationship needs to be maintained to keep the trust going.
After the sale, the customer goes into a “honeymoon” period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. This is why a great onboarding experience is critical to customer retention.
Customers know the difference. They can feel that they are just a number to a company. They can also feel when a company truly values their business and is committed to ensuring their success.
When you want to learn more about your customers, start with, “Tell me more…” It is a non-threatening way to start a conversation, and it pushes them to give a clearer, more definitive response.
Plus, Anita shares how she helps businesses crush their churn (in three sentences!). Tune in!
Quotes:
“When customers start to feel like they made the wrong decision to do business with you, changing their mind is like turning a massive ship in the ocean. It takes a lot of effort to make it happen.”
“Even if the customer did not get the results that they expected, if they walk away knowing that you are there to help them, they walk away feeling valued.”
“We talk about what the customer wants, needs, and thinks. But, decisions are made based on feelings. It is based on the feeling of success, the feeling of failure, the feeling of being valued, or the feeling of being neglected.”
“Stop talking. Start listening. Listen to what your customers are saying and ask them about their feelings.”
About:
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. She helps companies increase customer retention by helping them better understand what their customers think, need, and feel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is customer retention, and why is it important?
How do you maintain customer relationships after sales?
How do I avoid buyer’s remorse?
Why is making customers feel valued important?
How do you define customer success?
Top 5 Customer Service & CX Articles for the Week of February 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.
How to Calculate Customer Lifetime Value (CLV) & Why It Matters by Clint Fontanella
(HubSpot) The last thing you want is for customers to churn before you recoup the investment required to earn their business in the first place. One of the best ways to mitigate this is by measuring customer lifetime value (CLTV). Doing so will help your business acquire and retain highly valuable customers, which results in more revenue over time.
My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime. It’s an important metric that will help you make good customer-focused decisions. This article shares the formula along with many definitions, descriptions, examples, and more.
Five Customer Success Metrics That Reveal The True Health Of A Business by Tonika Bruce
(Forbes) The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer success is critical for growth. Customer success goals might be straightforward, but the real deal lies in metrics. For entrepreneurs already on top of one or more of these CS metrics, monitoring business success will be easy.
My Comment: “You can’t manage what you don’t measure.” Those are the words of Peter Drucker, the management guru. Here are five important metrics that, in addition to giving you important information about how well you’re delivering on your customer service and CX, also (as the title indicates) the health of your business.
Why Retailers Need to Up the Delivery Experience by Carmen Carey
(Retail Customer Experience) Brands who adopt technology that can deliver clear, branded delivery communications, tracking and positive returns processes will be the winners. So, how can brands drive a seamless delivery experience?
My Comment: Many retailers are taking a hit due to consumers battling inflation, higher prices, and an overall increased cost of living. The title of this article is a bit confusing. It’s not about delivering a purchase to the customer. The focus of the article is on delivering an exceptional experience to the customer. Good insights are worthy of some thought and conversation.
ChatGPT and LLM-based Chatbots Set to Improve Customer Experience by VentureBeat
(VentureBeat) ChatGPT and other turbo-charged models and bots are set to play a crucial role in customer interactions in the coming years, according to Juniper Research. A recent report from the analyst firm predicts that AI-powered chatbots will handle up to 70% of customer conversations by the end of 2023.
My Comment: I’ve been reading many articles about ChatGPT and how it will impact customer service. Speech recognition software and chatbots have been around for a long time. ChatGPT is the tool that will take these solutions to the next level. Will it replace people in a contact center? I don’t believe so, at least not in the near future, and the author of this article agrees. There’s still room for improvement. Consider that ChatGPT is very young, but the opportunity for this technology to support customer service is huge.
How a Customer Experience Strategy Helps Scale Revenue Growth (and Achieve Profitability) by Steven Macdonald
(SuperOffice) We surveyed 1,920 business professionals and asked them what the top business priority is for the next 5 years – and once again, the same answer came out on top. Can you guess what the top priority for a business is? If you guessed ‘customer experience’ (or CX), you guessed right.
My Comment: SuperOffice surveyed 1,920 business people and asked them what their top priorities were for the next five years. The top choice was customer experience. The author summarizes the reason in one sentence: “Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn, and increased revenues.”
BONUS
Getting Started With Customer Service Mantras and Vision Statements by Call Centre Helper
(Call Centre Helper) What’s the difference between a mantra and a vision statement? Our panel of experts share how to create truly impactful customer service mantras and vision statements.
My Comment: I was recently interviewed about customer service/CX mantras and vision statements. Typically, the mantra defines in one sentence or less the company’s customer experience vision. Every company needs a mantra. If you don’t have one, this is the article that will help you get started.
[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 to Calculate Customer Lifetime Value (CLV) & Why It Matters by Clint Fontanella
(HubSpot) The last thing you want is for customers to churn before you recoup the investment required to earn their business in the first place. One of the best ways to mitigate this is by measuring customer lifetime value (CLTV). Doing so will help your business acquire and retain highly valuable customers, which results in more revenue over time.
My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime. It’s an important metric that will help you make good customer-focused decisions. This article shares the formula along with many definitions, descriptions, examples, and more.
Five Customer Success Metrics That Reveal The True Health Of A Business by Tonika Bruce
(Forbes) The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer success is critical for growth. Customer success goals might be straightforward, but the real deal lies in metrics. For entrepreneurs already on top of one or more of these CS metrics, monitoring business success will be easy.
My Comment: “You can’t manage what you don’t measure.” Those are the words of Peter Drucker, the management guru. Here are five important metrics that, in addition to giving you important information about how well you’re delivering on your customer service and CX, also (as the title indicates) the health of your business.
Why Retailers Need to Up the Delivery Experience by Carmen Carey
(Retail Customer Experience) Brands who adopt technology that can deliver clear, branded delivery communications, tracking and positive returns processes will be the winners. So, how can brands drive a seamless delivery experience?
My Comment: Many retailers are taking a hit due to consumers battling inflation, higher prices, and an overall increased cost of living. The title of this article is a bit confusing. It’s not about delivering a purchase to the customer. The focus of the article is on delivering an exceptional experience to the customer. Good insights are worthy of some thought and conversation.
ChatGPT and LLM-based Chatbots Set to Improve Customer Experience by VentureBeat
(VentureBeat) ChatGPT and other turbo-charged models and bots are set to play a crucial role in customer interactions in the coming years, according to Juniper Research. A recent report from the analyst firm predicts that AI-powered chatbots will handle up to 70% of customer conversations by the end of 2023.
My Comment: I’ve been reading many articles about ChatGPT and how it will impact customer service. Speech recognition software and chatbots have been around for a long time. ChatGPT is the tool that will take these solutions to the next level. Will it replace people in a contact center? I don’t believe so, at least not in the near future, and the author of this article agrees. There’s still room for improvement. Consider that ChatGPT is very young, but the opportunity for this technology to support customer service is huge.
How a Customer Experience Strategy Helps Scale Revenue Growth (and Achieve Profitability) by Steven Macdonald
(SuperOffice) We surveyed 1,920 business professionals and asked them what the top business priority is for the next 5 years – and once again, the same answer came out on top. Can you guess what the top priority for a business is? If you guessed ‘customer experience’ (or CX), you guessed right.
My Comment: SuperOffice surveyed 1,920 business people and asked them what their top priorities were for the next five years. The top choice was customer experience. The author summarizes the reason in one sentence: “Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn, and increased revenues.”
BONUS
Getting Started With Customer Service Mantras and Vision Statements by Call Centre Helper
(Call Centre Helper) What’s the difference between a mantra and a vision statement? Our panel of experts share how to create truly impactful customer service mantras and vision statements.
My Comment: I was recently interviewed about customer service/CX mantras and vision statements. Typically, the mantra defines in one sentence or less the company’s customer experience vision. Every company needs a mantra. If you don’t have one, this is the article that will help you get started.
[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
