Shep Hyken's Blog, page 49
January 30, 2023
Top 5 Customer Service & CX Articles for the Week of January 30, 2023
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 for of AI) takes over the customer support world? Will it take over the world? Seriously, this is a critical discussion to have. Start your 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 are to cut places where the customer will notice. Customer service and support become more important than ever in difficult times. Sales may slow, but don’t give reasons for customers to not 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 the 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. Since this can be a tricky thing to develop, we’ve asked our favorite industry experts to give us the scoop on their favorite tips when it comes to developing client trust. Here’s what they had to say.
My Comment: Here’s an article that resonates with me, and it should 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 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.
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
Top 5 Customer Service Articles of the Week 1-30-2023
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 for of AI) takes over the customer support world? Will it take over the world? Seriously, this is a critical discussion to have. Start your 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 are to cut places where the customer will notice. Customer service and support become more important than ever in difficult times. Sales may slow, but don’t give reasons for customers to not 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 the 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. Since this can be a tricky thing to develop, we’ve asked our favorite industry experts to give us the scoop on their favorite tips when it comes to developing client trust. Here’s what they had to say.
My Comment: Here’s an article that resonates with me, and it should 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 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.
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
Amazing Business Radio: John Rossman 2
The Interview with John Rossman:
Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation. Even though your business may change, a consistent system will drive you to success.
Identify the durable customer needs in your industry—the things customers will consistently desire and seek out from companies regardless of other changeable factors. For Amazon, these are low prices, large selection, and fast delivery. It’s helpful to phrase these needs as something like, “I can’t imagine a world where customers would want higher prices.”
Once you develop a core set of beliefs about your customers and brand, allow these to act as “swim lanes.” Focus on innovation within those areas; some ideas will work and some won’t, but you will learn from your mistakes. This approach will serve you well over a long period of time.
Most companies say they want to change, but very few companies are actually committed to following through with it. Change starts with being honest about who and what you are and whether or not you’re building for the future. Once you’ve done that, you can begin moving forward.
Are you a “day one company” or a “day two company”? Day one companies focus on tomorrow; lean forward and look at each day as a chance to grow and improve for the future. Day two companies focus on today; they maintain the status quo and optimize for the short term rather than the long term. They’re often more concerned about money than the customer.
A great way to drive change and innovation is to become customer-obsessed. When you’re obsessed, it drives you to do hard things on behalf of your customer. It can lead to more financial gain tomorrow.
Be relentless in your approach to innovation. Most innovation comes from every day, operational work. If you approach that relentlessly and put in the hours necessary, you will become better and make a positive impact on your customers.
Be willing to adopt change personally as well as professionally. Challenge your own internal status quo in addition to your company’s. This will help you go far.
Quotes:
“Change happens when leaders are willing to challenge their own personal status quo.” – John Rossman
“Most innovation comes from the hard work we do every day. Operational excellence is the feeding ground to drive innovation.” – John Rossman
“Experts make it look easy, but it’s only because they put in all the effort, practice, and skill development. They were relentless about improving their game.” – John Rossman
“When you’re obsessed, you’re willing to do hard things on behalf of your customer. Building a true customer obsession is a great way to challenge your status quo.” – John Rossman
“Innovation is not an accident. You have to develop a system.” – John Rossman
About:
John Rossman is the author of Think Like Amazon: 50 ½ Ideas to Become a Digital Leader . Formerly an executive at Amazon, he now heads Rossman Partners, a niche business advisory firm.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
How can I be more like Amazon?
How can I become customer-obsessed?
How can I innovate like Amazon?
How do I achieve customer loyalty?
How do I make positive change within my organization?
January 25, 2023
Create a Selfie Experience
Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph?
I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background. People wanted to remember the moment, and thanks to the cameras that virtually everyone has today, also known as mobile phones, they can save and cherish moments and share them with others forever.
So, here is the goal. Create an experience that customers want to remember and share. Make it so compelling that they want to take a picture of it. I call this creating the Selfie Experience.
The Selfie Experience is easy to create when you are in an events business, such as a Broadway show or sporting event. But it’s not about an event. It’s about creating an experience that is so good the customer wants a memento, in this case, a photograph. A few examples could include the following:
The car dealership that gets its customers so excited they want to remember the experience of driving the car out of the dealership with a photograph. Or, it might be sitting in their new car for the first time. The restaurant that creates an amazing meal that looks and tastes so delicious that the guest wants to take a picture of the entrée. Now that I’ve mentioned this, you’ll start noticing people taking pictures of their food. The unboxing of a product that the customer records to share with friends and colleagues.And we love it when the customer takes the concept of the Selfie Experience to the next level by taking a photo or video and broadcasting it on social media channels like Facebook, Instagram, TikTok, Twitter, and others. Going social with the photograph proves to the world the experience was worth remembering. And why do they do it?
They like the experienceThey are proud of the experienceThey want to show off the experienceWouldn’t it be nice to be able to “bottle up” an experience and reuse it again and again? Well, you can’t really bottle it, but you can make sure it is packaged and saved by the customer in the form of a photograph that resides, potentially forever, on one of the customer’s most personal assets – their mobile phone.
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus
customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
The post Create a Selfie Experience appeared first on Shep Hyken.
January 24, 2023
Amazing Business Radio: Paulo Almeida
Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology
Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape, a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.
Top Takeaways:The optimal response time to a customer asking for support has more to do with the problem they are trying to solve than the channel they are using to reach out with.Some industries require a faster response time than others. For example, in the transportation industry, there is more urgency because the issues customers are trying to solve (such as changing a flight) may need to be resolved in minutes, not hours. These industries require larger, highly scalable teams to meet the customer’s needs.Text-based communication is an efficient way to manage a large influx of customer support requests. An agent on the phone can only handle one customer at a time, while a text messaging operator can multitask between multiple customer requests. Messaging capabilities alongside a phone option are a cost-effective and convenient way to manage customer issues.When you have efficient digital channels such as text messaging, chatbots, and social media, you can teach customers to use these options whenever they need to get in touch with your company. When they realize they won’t have to wait through hold times or repeat their story every time they talk to a new agent, they will see these channels as value-added options, not as a deflection method.An excellent customer experience contributes to having the best product experience, which gives a company pricing power. When you take away from the quality of customer experience, you may no longer be perceived as having the best product. The result could mean lost customers.Personalized customer support is a mix of doing and listening. Empower support agents by giving them access to data and analytics that can help them better understand customer needs and deliver a personalized experience. Then, collect feedback to ensure that the information you hold is relevant and identify areas where you can do better.Plus, Paulo shares what cutting costs without affecting customer satisfaction or service delivery should look like. Tune in!Quotes:“Don’t cut down on the investments that give your customers the care they deserve.”
“How a customer contacts you is irrelevant. Customers expect excellent service no matter what channel they use, and brands must meet that at all times.”
“Whether their issues are urgent or not, what any customer doesn’t want is to be constantly deflected, passed from agent to agent, and having to repeat their story.”
“Personalization is your biggest advantage over your competition.”
About:Paulo Almeida is the CEO & Co-Founder of Clientscape. He has an extensive background in IT, Marketing, and Advertising. He previously worked with multinational companies such as Vodafone, Siemens, and Google.
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 digital customer service?What are the advantages of text-based communication in customer service?Why is personalization important in customer service?How do you deliver personalized customer experience?How can data and analytics improve customer service?The post Amazing Business Radio: Paulo Almeida appeared first on Shep Hyken.
January 23, 2023
Top 5 Customer Service Articles of the Week 1-23-2023
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.
13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board(Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships.
My Comment: The last three years have proven to be interesting, if not scary times. First, a pandemic, followed by supply chain issues, employment problems, and now, a shaky economy. How do you keep your loyal customers? The Fast Company Executive Board gives us plenty of ways to do so.
AI improves field service quality and customer experience by Vala Afshar(ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.
My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. This is followed by three trends from the Salesforce State of Service research and five takeaways.
6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper(Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.
My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It starts with the important topic of keeping your best people. Next is my commentary on self-service and convenience, featuring findings from our customer service research. Throw in four more initiatives, and you have plenty of good ideas worth your consideration.
How retailers can capture customer loyalty in 5 charts by Arielle Feger(Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win. Here are five charts on how to up your loyalty game.
My Comment: This is one of the more interesting articles about loyalty programs. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts. For example, the number one perk customers want is discounts over freebies. It also includes some findings on why customers would leave your program.
40 Ideas to Shake Up Your Hiring Process by Joseph Fuller, Nithya Vaduganathan, Allison Bailey, and Manjari Raman(HBR) In this article, the authors list 40 tools — some familiar but underutilized, others unfamiliar and innovative — that can help companies find and keep the people they need to succeed in both the short-term and the long-term.
My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? You get a list of 40 ideas to get you thinking about what to do, change, stop doing, and more when it comes to your hiring practices. If you want to attract and keep your best talent, take a few minute to read this article.
BONUS #14 Secrets For Getting Awesome Customer Service by Chip Bell(Forbes) Time-tested practices can land you the best table at a restaurant, an upgraded hotel room, or expedited service from the contact center agent. I asked seven world-famous customer experience gurus to share their secrets for being well served.
My Comment: This week, I’m including several bonus articles. This first one is written by fellow customer service expert Chip Bell. He called upon seven of his friends, myself included, to share how to get the best customer service. This isn’t about giving good service but getting good service.
BONUS #213 of the most popular Customer Experience blogs by Steven Van Belleghem(Steven Van Belleghem) I am always looking for interesting sources to update my customer experience knowledge. To kick start 2023, here you can find some of my favorite customer experience blogs
My Comment: Steven Van Belleghem is one of the top CX experts in the world. He assembled a list of the 13 most popular customer experience (CX) blogs. This is a list of the best-of-the-best, including Seth Godin, Brian Solis, Gary Vaynerchuk, and more. (Thank you, Steven, for including me on this prestigious list.)
BONUS #3Why We Buy: 4 Shocking Truths by Matt Wujciak(Manhattan Marketing Journal) What if we have other cognitive biases that can be decoded and what can we learn from them? How do they impact business decisions? What trends can they reveal in consumer behavior? What do they tell us about society as a whole?
My Comment: I wanted to share this article for two reasons. First, I always find it fascinating why people buy. Second, while the title doesn’t imply anything related to customer service or experience, it does include some of my commentary and research on how customer service helps drive buying behaviors. It’s a quick read that will make you ask yourself, “Is this why I buy?”
[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
The post Top 5 Customer Service Articles of the Week 1-23-2023 appeared first on Shep Hyken.
5 Top Customer Service Articles of the Week 1-23-2023
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.
13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board(Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships.
My Comment: The last three years have proven to be interesting, if not scary times. First, a pandemic, followed by supply chain issues, employment problems, and now, a shaky economy. How do you keep your loyal customers? The Fast Company Executive Board gives us plenty of ways to do so.
AI improves field service quality and customer experience by Vala Afshar(ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.
My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. This is followed by three trends from the Salesforce State of Service research and five takeaways.
6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper(Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.
My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It starts with the important topic of keeping your best people. Next is my commentary on self-service and convenience, featuring findings from our customer service research. Throw in four more initiatives, and you have plenty of good ideas worth your consideration.
How retailers can capture customer loyalty in 5 charts by Arielle Feger(Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win. Here are five charts on how to up your loyalty game.
My Comment: This is one of the more interesting articles about loyalty programs. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts. For example, the number one perk customers want is discounts over freebies. It also includes some findings on why customers would leave your program.
40 Ideas to Shake Up Your Hiring Process by Joseph Fuller, Nithya Vaduganathan, Allison Bailey, and Manjari Raman(HBR) In this article, the authors list 40 tools — some familiar but underutilized, others unfamiliar and innovative — that can help companies find and keep the people they need to succeed in both the short-term and the long-term.
My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? You get a list of 40 ideas to get you thinking about what to do, change, stop doing, and more when it comes to your hiring practices. If you want to attract and keep your best talent, take a few minute to read this article.
BONUS #14 Secrets For Getting Awesome Customer Service by Chip Bell(Forbes) Time-tested practices can land you the best table at a restaurant, an upgraded hotel room, or expedited service from the contact center agent. I asked seven world-famous customer experience gurus to share their secrets for being well served.
My Comment: This week, I’m including several bonus articles. This first one is written by fellow customer service expert Chip Bell. He called upon seven of his friends, myself included, to share how to get the best customer service. This isn’t about giving good service but getting good service.
BONUS #213 of the most popular Customer Experience blogs by Steven Van Belleghem(Steven Van Belleghem) I am always looking for interesting sources to update my customer experience knowledge. To kick start 2023, here you can find some of my favorite customer experience blogs
My Comment: Steven Van Belleghem is one of the top CX experts in the world. He assembled a list of the 13 most popular customer experience (CX) blogs. This is a list of the best-of-the-best, including Seth Godin, Brian Solis, Gary Vaynerchuk, and more. (Thank you, Steven, for including me on this prestigious list.)
BONUS #3Why We Buy: 4 Shocking Truths by Matt Wujciak(Manhattan Marketing Journal) What if we have other cognitive biases that can be decoded and what can we learn from them? How do they impact business decisions? What trends can they reveal in consumer behavior? What do they tell us about society as a whole?
My Comment: I wanted to share this article for two reasons. First, I always find it fascinating why people buy. Second, while the title doesn’t imply anything related to customer service or experience, it does include some of my commentary and research on how customer service helps drive buying behaviors. It’s a quick read that will make you ask yourself, “Is this why I buy?”
[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
The post 5 Top Customer Service Articles of the Week 1-23-2023 appeared first on Shep Hyken.
January 22, 2023
Top 5 Customer Service Articles of the Week 1-23-2023
January 18, 2023
Don’t Just Personalize the Customer’s Experience – Individualize it
Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important.
Let’s start by looking at what the “experts” refer to as personalization. The simple way to explain it is that customers are segmented into several groups, known as personas, which could be defined by age, gender, geography, interests, and more. We’ll use two Nike shoe customers as an example. One customer buys golf shoes, and the other buys running shoes. The Nike customer who buys golf shoes won’t get promotional messages and information about running shoes, and vice-versa. These two customers represent two different personas, one interested in golf and the other interested in running. Nike knows this and caters to them accordingly.
When a customer receives messages, updates, advertising and promotion targeted to their persona, that’s a form of personalization. Watching what customers buy, their buying patterns, and other data help create that personalized experience.
Today’s personalization strategy is becoming even more personal. The next level is to individualize the experience. That means that even if two customers are interested in golf shoes, Nike might learn that one is a serious golfer, playing two or three times each week, and the other just plays for fun and golfs two or three times a year. Imagine the customer’s reaction when you share information that indicates you truly know who they are, at least as far as golf goes.
In the customer support world, it’s important to know your customers. Providing customer service agents with information about what the customers buy, how often, when they last called for help, and more can allow the agent to individualize the conversation to that specific customer.
This also applies to sales. The salesperson who truly knows and understands the customer will win over someone just trying to sell a product.
Individualization is all about the company knowing something unique about the customer or catering to their specific needs and wants. The regular customer at a restaurant who always wants a table near the window gets it without even asking. The server knows this same customer will want a cup of coffee as soon as possible and brings it without having to be asked.
How can you individualize your customers’ experiences with you? Find ways to create “unique-to-the-customer” experiences, and you’ll find they want to come back for more.
Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
The post Don’t Just Personalize the Customer’s Experience – Individualize it appeared first on Shep Hyken.
January 17, 2023
Amazing Business Radio: Keith Meier
Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth
Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc., an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to business growth.
Top Takeaways:Customers want digital self-service options for transactional or routine issues and services. But for more challenging concerns, most customers still prefer to contact somebody through the phone.Some companies force customers to use digital options by creating a difficult and unpleasant experience on the phone, such as extremely long hold times. Instead of creating friction and forcing customers, teach them how to use the digital experience and prove it is a quicker, faster, and more efficient option.Create a good digital experience that customers love using. Make sure it is intuitive, easy to understand, and able to deliver solutions faster and easier than making a call, waiting on hold, going through the “authentication” process, and more.Most customers start with a digital experience. When they decide to call customer support, they often go to the website to get the company’s phone number. That is a digital experience. That is also an opportunity to suggest an easy self-service option. If you lead the customer down the path of self-service and there are problems, make it easy for them to find a number and transition from the digital channel to the human channel.Get to know your company’s customer experience through a journey mapping exercise. Fix friction points, understand what your customers want, and do it repeatedly.Plus, Keith shares the challenges companies are facing that prevent them from delivering an amazing experience. Tune in!Quotes:
“Digital experiences will not replace all customer service channels, but it will become a bigger percentage of how consumers get service.”
“A great customer experience, no matter what channel a customer chooses to use, is an opportunity to create brand loyalty.”
“Being passionate about customer experience is the ticket to business growth.”
“Listening to customers informs us what innovations we should develop to keep up with their needs and expectations.”
About:
Keith Meier is the Chief Operating Officer at Assurant Inc. As COO, he leads Assurant’s global operations focusing on digital technology and operations that deliver exceptional customer experience.
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 the benefits of self-service or digital customer service?What is the role of digital customer service?Will artificial intelligence replace humans in customer service interactions?Is technology replacing the human touch?What is the importance of human interaction in customer service?The post Amazing Business Radio: Keith Meier appeared first on Shep Hyken.
