Shep Hyken's Blog, page 48
February 7, 2023
Seven Ways to Show Your Employees Some Love on Valentine’s Day
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers.
If you’ve been following my work, this isn’t anything new. However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. What appears to be a mass exodus of employees is an illusion for two reasons:
First, the Baby Boomer generation is at retirement age, and that’s a big part of the working population. More and more Boomers will be leaving the workforce, not because of how they are treated, but because it’s their time to do so.
Second, it turns out that many employees who appear to be quitting aren’t. They are moving on to other jobs and opportunities that improve their lifestyles and are a better fit for them.
With that in mind, here are seven ways to show your employees a little love on Valentine’s Day (and any other day of the year):
Verbal recognition – Share a little praise for a job well done.
A handwritten note of appreciation – This is powerful. I’ve seen employees keep a note from their boss for years. Some even display it on their desks.
Snack time – Surprise employees with a snack of some kind. It can be a chocolate bar, an ice cream sandwich, or anything special. Be sure to remember employees who might have food allergies.
Teambuilding – A game or teambuilding activity is always fun and memorable.
Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale.
Free coffee – Nothing says “I love you” more than a Starbucks gift card. Okay, that’s a bit of a stretch, but people do love their Starbucks!
A clean car – One of my clients shared that once a year, the executives would wash the employees’ cars. It’s a fun time that “humanizes” the executive team.
There are hundreds of other ideas that I could have included. The few I’ve mentioned are easy and fun to do. But let’s end with a serious comment. The cost of employee turnover goes beyond hiring and training. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it. That can cause customers to leave as well. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.
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 6, 2023
Fender Guitar Uses Consumer Feedback to Eliminate Friction & Improve Service with Scot Pickerill
Top Takeaways:
Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.
Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.
Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues. Proactively share what you have learned with everyone in the company.
Treat your customers as partners. If you partner with them by helping them, you are not just selling them a product. You are helping them succeed.
Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them. You will often end up with a happy customer that will potentially come back and do more business with you.
Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. Tune in!
Quotes:
“It’s one thing to listen to customers. It’s another thing to take action. We’re all about doing both.”
“Feedback is one of the few things in life that is free. Take that feedback and do something with it.”
“Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. They are the frontline and know what’s happening in the process.”
“The world is evolving daily. Customer expectations are increasing, and buying behaviors are shifting. Don’t be afraid to lean to discomfort, test new things, and then measure it to ensure that it’s working the way you designed it.”
About:
Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express.
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 Continuous Improvement?
Why is customer feedback important?
How do you deal with negative customer comments on social media?
How does data improve customer service?
How have customer expectations changed over the past two years?
Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.
Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.
Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues. Proactively share what you have learned with everyone in the company.
Treat your customers as partners. If you partner with them by helping them, you are not just selling them a product. You are helping them succeed.
Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them. You will often end up with a happy customer that will potentially come back and do more business with you.
Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. Tune in!
Quotes:
“It’s one thing to listen to customers. It’s another thing to take action. We’re all about doing both.”
“Feedback is one of the few things in life that is free. Take that feedback and do something with it.”
“Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. They are the frontline and know what’s happening in the process.”
“The world is evolving daily. Customer expectations are increasing, and buying behaviors are shifting. Don’t be afraid to lean to discomfort, test new things, and then measure it to ensure that it’s working the way you designed it.”
About:
Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express.
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 Continuous Improvement?
Why is customer feedback important?
How do you deal with negative customer comments on social media?
How does data improve customer service?
How have customer expectations changed over the past two years?
Amazing Business Radio: Scot Pickerill
Top Takeaways:
Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.
Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.
Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues. Proactively share what you have learned with everyone in the company.
Treat your customers as partners. If you partner with them by helping them, you are not just selling them a product. You are helping them succeed.
Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them. You will often end up with a happy customer that will potentially come back and do more business with you.
Plus, Scot shares how buying behaviors have changed in the last couple of years and how businesses can design their strategy to meet customer expectations. Tune in!
Quotes:
“It’s one thing to listen to customers. It’s another thing to take action. We’re all about doing both.”
“Feedback is one of the few things in life that is free. Take that feedback and do something with it.”
“Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. They are the frontline and know what’s happening in the process.”
“The world is evolving daily. Customer expectations are increasing, and buying behaviors are shifting. Don’t be afraid to lean to discomfort, test new things, and then measure it to ensure that it’s working the way you designed it.”
About:
Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. He previously worked with Fortune 500 companies, including Allstate Insurance Co., Bank of America, and American Express.
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 Continuous Improvement?
Why is customer feedback important?
How do you deal with negative customer comments on social media?
How does data improve customer service?
How have customer expectations changed over the past two years?
February 5, 2023
Top 5 Customer Service & CX Articles for the Week of February 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.
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
Top Five Customer and CX Articles for the Week of 2-6-2023
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.
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
Top 5 Customer Service Articles of the Week 2-6-2023
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.
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
ACSI Federal Government Report 2022 by The American Customer Satisfaction Index
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
5 Reasons You Need a Customer Advisory Board by Erika Putinsky
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
Why Customer Loyalty is So Important in 2023 by Adam Jeffs
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
From Appetizers to Airplanes: How My Experiences Shaped CX Design Strategies by Greg Rodarte
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
[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
January 31, 2023
Upgrade Your Customer Service to a First-Class Experience
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.
So, I started thinking about this advice and how we can apply it to the customer experience. Essentially, I was thinking that we can proactively give our customers a better experience by bumping our efforts up a notch. In most cases, it doesn’t cost much, if anything, to do so. Mainly it just takes some thought and maybe a little extra effort.
It doesn’t have to cost more money.
A few years ago, I had the honor of working with Lexus, the luxury car company. They are known for their first-class level of service. After the presentation, the client sent me an amazing testimonial about my speech; however, there was something else that I felt incredibly proud of. The client also wrote about the experience my team provided. Specifically, it said, “From start to finish, you offered nothing but ‘Lexus-like’ professionalism and courtesy to our program staff and dealer associates.”
What did I do to deserve that accolade? Looking back, I did what most good people – or companies – would do for their customers. I returned calls and emails quickly. I was proactive with my communication. And I met deadlines. On the day of the speech, I showed up early. There was probably more, but in short, I did everything I promised and what was expected. And none of that cost me anything extra. Still, it was being compared to a first-class, “Lexus-like” experience.
So, think about this for a moment. What is the investment to call someone back? If a customer reaches out to you via a call or email, and you intend to respond, why wait and risk frustrating the customer? You’re going to return the call or write the email anyway, so why not make an effort to do it in a timely manner?
Sometimes upgrading a customer to a first-class experience has nothing to do with money. It has to do with attention and respect. It is what you would do anyway. Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. That’s what gets customers to 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
Top 5 Customer Service Articles of the Week 1-29-2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember
(CX Score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives. This is why the launch of ChatGPT feels like a defining moment for AI, the buzz and excitement are centred around its real-life practical uses for everyday tasks. It feels like the moment AI becomes mainstream, and even though it’s still in testing stage, it’s difficult not to get carried away with the possibilities. This article will explain what ChatGPT is and why it has the opportunity to transform customer experience.
My Comment: ChatGPT is one of the most talked about topics this year. Will ChatGPT (or some other form of AI) takes over the customer support world? Will it take over the world? Seriously, this is a critical discussion to have. Start thinking about how this technology will impact customer support and CX by reading this article.
The Importance of Maintaining Customer Service in Difficult Times by Nick Gold
(theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. But as global recession looms, 2023 will bring continued uncertainty. Business leaders will need to find yet more inner strength to weather the storm. But one key differentiator can help businesses get through difficult times, helping you retain clients and increase revenues: excellent customer service.
My Comment: The last thing you want to do when times are tough is to cut places where the customer will notice. Customer service and support have become more important than ever in difficult times. Sales may slow, but don’t give reasons for customers not to come back when they are ready.
How to Improve the CX in 5 Charts by Arielle Feger
(Insider Intelligence) Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows. Here are five charts on how and why you should be thinking about CX, and who is responsible for it.
My Comment: Here is an interesting article, not as much for the content (which is still good), but for the charts and graphs that give a visual display on ways to improve the customer experience. The fifth (last) chart is a survey about who owns the customer experience. It doesn’t surprise me that top response was “Everyone owns it,” but the last choice had 5.3% of the respondents choosing “Not sure.” That concerns me!
10 Tips to Develop Client Trust by The Ritz Herald
(The Ritz Herald) Running a successful business means that you have to have clients or customers to support you. Developing client trust is a process. Think of it as more of a marathon than a sprint. There are a lot of steps and backend efforts that go into forming a relationship with a client that will lead them to trust you and your brand.
My Comment: Here’s an article that resonates with me, and it should be with you, as well. Our CX research found that a better experience equates to higher levels of trust. This excellent article features ten tips on how how to develop trust. Most of these fall under treating people the right way. You’ll find simple ideas with a big impact.
Why Customers Are Switching Brands More Often by Dan Gingiss
(Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. The trend has reached the point where some observers are calling it “the death of brand loyalty.” It didn’t used to be this way. Back in the day, if you banked at a certain financial institution, it might very well be your bank for life. Same with your family doctor or dentist. That was partly because what are known as the “switching costs” for moving to a new brand – money and time spent – were considered such a hassle that people rarely did it.
My Comment: Creating customer loyalty is getting more difficult, especially in the retail industry. My friend and fellow customer experience expert, Dan Gingiss, tells us why and shares some insights and lessons on how to keep your customers coming back.
BONUS
5 Customer Experience Predictions for 2023 by Kate Rogerson
(Comm100) 2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023.
My Comment: Our friends at Comm 100 shared their top five customer experience predictions for 2023. One of the predictions they shared is one featured in a recent article on my weekly blog (The Shepard Letter), which is that the employee experience (EX) will match the importance of the customer experience (CX).
[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
ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember
(CX Score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives. This is why the launch of ChatGPT feels like a defining moment for AI, the buzz and excitement are centred around its real-life practical uses for everyday tasks. It feels like the moment AI becomes mainstream, and even though it’s still in testing stage, it’s difficult not to get carried away with the possibilities. This article will explain what ChatGPT is and why it has the opportunity to transform customer experience.
My Comment: ChatGPT is one of the most talked about topics this year. Will ChatGPT (or some other form of AI) takes over the customer support world? Will it take over the world? Seriously, this is a critical discussion to have. Start thinking about how this technology will impact customer support and CX by reading this article.
The Importance of Maintaining Customer Service in Difficult Times by Nick Gold
(theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. But as global recession looms, 2023 will bring continued uncertainty. Business leaders will need to find yet more inner strength to weather the storm. But one key differentiator can help businesses get through difficult times, helping you retain clients and increase revenues: excellent customer service.
My Comment: The last thing you want to do when times are tough is to cut places where the customer will notice. Customer service and support have become more important than ever in difficult times. Sales may slow, but don’t give reasons for customers not to come back when they are ready.
How to Improve the CX in 5 Charts by Arielle Feger
(Insider Intelligence) Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows. Here are five charts on how and why you should be thinking about CX, and who is responsible for it.
My Comment: Here is an interesting article, not as much for the content (which is still good), but for the charts and graphs that give a visual display on ways to improve the customer experience. The fifth (last) chart is a survey about who owns the customer experience. It doesn’t surprise me that top response was “Everyone owns it,” but the last choice had 5.3% of the respondents choosing “Not sure.” That concerns me!
10 Tips to Develop Client Trust by The Ritz Herald
(The Ritz Herald) Running a successful business means that you have to have clients or customers to support you. Developing client trust is a process. Think of it as more of a marathon than a sprint. There are a lot of steps and backend efforts that go into forming a relationship with a client that will lead them to trust you and your brand.
My Comment: Here’s an article that resonates with me, and it should be with you, as well. Our CX research found that a better experience equates to higher levels of trust. This excellent article features ten tips on how how to develop trust. Most of these fall under treating people the right way. You’ll find simple ideas with a big impact.
Why Customers Are Switching Brands More Often by Dan Gingiss
(Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. The trend has reached the point where some observers are calling it “the death of brand loyalty.” It didn’t used to be this way. Back in the day, if you banked at a certain financial institution, it might very well be your bank for life. Same with your family doctor or dentist. That was partly because what are known as the “switching costs” for moving to a new brand – money and time spent – were considered such a hassle that people rarely did it.
My Comment: Creating customer loyalty is getting more difficult, especially in the retail industry. My friend and fellow customer experience expert, Dan Gingiss, tells us why and shares some insights and lessons on how to keep your customers coming back.
BONUS
5 Customer Experience Predictions for 2023 by Kate Rogerson
(Comm100) 2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023.
My Comment: Our friends at Comm 100 shared their top five customer experience predictions for 2023. One of the predictions they shared is one featured in a recent article on my weekly blog (The Shepard Letter), which is that the employee experience (EX) will match the importance of the customer experience (CX).
[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
January 30, 2023
What Customer Experience Looks Like in 2023 with Josh Wheeler
Top Takeaways:
Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class.
Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. For example, they compare the convenience of online e-commerce companies with their healthcare provider and expect the same quality of experience.
According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023:
Analyzing and using customer feedback. 42% of respondents see “translating insights into action” as their biggest concern when it comes to data management.
Improving the quality of customer support experiences.
Creating frictionless experiences, especially across different channels. Take every opportunity to remove friction. The easier company to do business with is going to win.
Meet your customers where they are. Communicate with them using the channels that they prefer. For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. Companies need to teach their customers the easiest and most frictionless way to get the answers they’re looking for.
Plus, Josh shares more stats and insights from the 2023 State of Experience & Service Report including how perks and compensation ranked in what makes employees happy. Tune in!
Quotes:
“Your customers aren’t confined to one industry. They interact with dozens of organizations and will compare their best experiences in any industry to their experiences with you.”
“The importance of the human touch in customer service that has been highlighted during the pandemic will continue into 2023. Companies must focus on striking that balance between digital channels and the human element.”
“The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.”
“The ultimate goal for every business is to make sure their customers come back. The best indication that your investment in CX initiatives pays off is repeat business and customer loyalty.”
About:
Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America.
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 do customers want in 2023?
How do you calculate ROI in CX?
How do you get executives to invest in customer experience?
Why is employee experience important?
How can you improve the employee experience?
Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class.
Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. For example, they compare the convenience of online e-commerce companies with their healthcare provider and expect the same quality of experience.
According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023:
Analyzing and using customer feedback. 42% of respondents see “translating insights into action” as their biggest concern when it comes to data management.
Improving the quality of customer support experiences.
Creating frictionless experiences, especially across different channels. Take every opportunity to remove friction. The easier company to do business with is going to win.
Meet your customers where they are. Communicate with them using the channels that they prefer. For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. Companies need to teach their customers the easiest and most frictionless way to get the answers they’re looking for.
Plus, Josh shares more stats and insights from the 2023 State of Experience & Service Report including how perks and compensation ranked in what makes employees happy. Tune in!
Quotes:
“Your customers aren’t confined to one industry. They interact with dozens of organizations and will compare their best experiences in any industry to their experiences with you.”
“The importance of the human touch in customer service that has been highlighted during the pandemic will continue into 2023. Companies must focus on striking that balance between digital channels and the human element.”
“The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.”
“The ultimate goal for every business is to make sure their customers come back. The best indication that your investment in CX initiatives pays off is repeat business and customer loyalty.”
About:
Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America.
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 do customers want in 2023?
How do you calculate ROI in CX?
How do you get executives to invest in customer experience?
Why is employee experience important?
How can you improve the employee experience?
Amazing Business Radio: Josh Wheeler
Top Takeaways:
Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class.
Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. For example, they compare the convenience of online e-commerce companies with their healthcare provider and expect the same quality of experience.
According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023:
Analyzing and using customer feedback. 42% of respondents see “translating insights into action” as their biggest concern when it comes to data management.
Improving the quality of customer support experiences.
Creating frictionless experiences, especially across different channels. Take every opportunity to remove friction. The easier company to do business with is going to win.
Meet your customers where they are. Communicate with them using the channels that they prefer. For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. Companies need to teach their customers the easiest and most frictionless way to get the answers they’re looking for.
Plus, Josh shares more stats and insights from the 2023 State of Experience & Service Report including how perks and compensation ranked in what makes employees happy. Tune in!
Quotes:
“Your customers aren’t confined to one industry. They interact with dozens of organizations and will compare their best experiences in any industry to their experiences with you.”
“The importance of the human touch in customer service that has been highlighted during the pandemic will continue into 2023. Companies must focus on striking that balance between digital channels and the human element.”
“The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.”
“The ultimate goal for every business is to make sure their customers come back. The best indication that your investment in CX initiatives pays off is repeat business and customer loyalty.”
About:
Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio. He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America.
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 do customers want in 2023?
How do you calculate ROI in CX?
How do you get executives to invest in customer experience?
Why is employee experience important?
How can you improve the employee experience?
