Customers are not yet 100% comfortable with AI technology. It still makes mistakes, which is frustrating. Consider these findings from our annual customer service and CX research (sponsored by RingCentral):  70% of customers said they would rather use the phone than self-service solutions including AI-fueled technologies like ChatGPT or voice recognition software.  63% of customers are frustrated when using AI or ChatGPT technologies.   56% of customers admit to being scared of AI and ChatGPT.  Even with customers’ concerns and trepidation about interacting with ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does connectivity boost customer experience?  How does poor cellular connectivity affect the customer experience in commercial and retail buildings?  What role does boosting cellular signals play in ensuring public safety and first responder communication?  How does cellular connectivity impact customer decision-making and purchases in retail environments?  Why is seamless cellular connectivity essential for a positive customer experience in today’s digital world ..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. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. It is an attitude, not a tactic. Done well, it elevates the customer as it meets a need. We glimpse that orientation when we witness customers receiving generosity and empathy. Such customer experie ..read more

If you have been to a Disney theme park, you know about standing in long lines. There are also signs that tell you how long your wait will be. Guests like this.  When you use Uber or Lyft for transportation, they not only tell you how long before your driver arrives, they also show you a map where you can track how close (or far) the driver is from where you are waiting.  When you order anything from Amazon, you receive at least three emails. The moment you place an order, you receive an email confirmation. Another email shows up in your inbox to let you know your order has shipped ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology be authentic and empathetic in improving the customer experience?  How can companies maintain a balance between human-to-human interactions and technology?  Why should companies prioritize culture and organizational health before focusing on financial aspects?  How has the concept of AI evolved to prioritize authenticity and human augmentation?  What leadership principles are essential for guiding a company through transformation?  Top Takeaways ..read more

I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story.  My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose. I didn’t think it would be a big deal. She could either take our meals back to the kitchen or let us keep our meals and bring out the side dishes we ordered. But to the server, it was a big deal.  She started to compla ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses identify and eliminate points of friction in the customer process?  How has the shift in customer behavior influenced the focus on understanding customer choices and social proof?  Why is customer service the most important marketing tool for brands?  How does prioritizing customer experience serve as a competitive advantage for businesses in today’s market?  How has social media shaped brand perception?  Top Takeaways Providing a hassle-free a ..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. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to impr ..read more

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service.  Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience. Each step of the process is logical and intuitive. For customer service issues, the customer is prompted through a proce ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can leaders in a company build a customer-centric culture from the top down?  How does employee satisfaction translate into a positive customer experience?  What are the keys to hiring and retaining employees who actively contribute to a positive customer experience?  What are the potential downsides of relying solely on customer satisfaction scores to gauge success?  How does company culture impact customer experience?  Top Takeaways In business, customer se ..read more