I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car. Regardless, it made me think that what looks good on the outside may not be so good on the inside.   Unfortunately, there are businesses that ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can practicing resilience impact customer service and experience in the workplace?  What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty?  How can companies transform a transactional customer interaction into a lasting connection?  What are some effective strategies for leaders to create an exceptional customer experience through their employees?  How can a company build an emotional connection with its customers in a c ..read more

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 comments about each article and would like to hear what you think too. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. My Comment: Customer Experience (CX) doesn’t have to be complica ..read more

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!”   What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and h ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI impact customer experience and satisfaction?  What are the key considerations for businesses when testing and implementing AI in customer service?  What role does knowledge management play in shaping the quality of AI responses in customer service?  How can AI help in providing personalized customer service?  What are the challenges and benefits of implementing AI in business?  Top Takeaways Artificial intelligence (AI) is changing how businesses interact wit ..read more

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way.   Many years ago, I used to begin my customer service keynote speeches with a question:   By a show of hands, how many of you believe it’s important to satisfy your customers?   As you might imagine, just about everyone raised their hand. Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. Rust. They found that up to 40% of satisfied customers ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What five steps are crucial for creating a five-star customer service experience?  How can language and tone significantly impact customer service interactions?  What are the potential drawbacks of companies relying solely on AI and technology for customer interactions?  How does the human touch impact customer experiences in an increasingly tech-driven world?  How does service recovery contribute to building customer loyalty and trust?  Top Takeaways Katie has shared th ..read more

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 comments about each article and would like to hear what you think too. 72 Vital Customer Retention Statistics by Samson Haileyesus (Small Business Trends) Businesses are increasingly recognizing that earning customer loyalty is not just a nice-to-have but a vital component of their strategy for sustainable growth. Recognizing the importance, impact, and nuances of customer retention and loyalty in today’s business landscape is a must. The ..read more

  If a customer asks you to do something you haven’t done before, “No” is an easy answer. Why? Because…  We don’t do that.  We’ve never done that.  We don’t carry that product.  That’s not our policy.  And more reasons – or excuses – like these.  Recently, I was the keynote speaker at a conference, and the CEO, who spoke just before me, teed up my presentation perfectly when he talked about going the extra mile. His approach to this concept was realistic. He said, “No one will be able to go the extra mile every time.” He emphasized that unless the customer h ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is it essential for companies to understand the specific needs of their customers?   How can unstructured data from customer conversations be transformed into actionable insights?   How can companies use conversational research to gain insights and improve the customer experience?  How can companies effectively leverage customer feedback from call center recordings for improvements?  How do companies use customer feedback to enhance products and services and bette ..read more