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

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. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems. If I need a shirt, there’s a store that will sell i ..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. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems. If I need a shirt, there’s a store that will sell i ..read more

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy.   I Googled the quote to find out who to attribute it to and found numerous variations:   In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of Famer without working day in and day out.”  In entertainment, Ben Mitchell, a fi ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies use AI effectively to enhance customer experience?  How can businesses leverage multichannel marketing to increase customer engagement and retention?  Why is it important for marketers to balance personalization with customer privacy concerns?  What are the fundamentals of marketing and customer engagement that businesses should prioritize?  What role does AI play in unleashing creativity and improving customer experience? Top Takeaways Effectively connectin ..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. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated t ..read more