Episodes
How To Compete with the Digital Giants Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways:  ·        Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. ·        It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best. This is their biggest profit...
Published 07/27/21
Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.   Top Takeaways:  ·        Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). However, it is the customer operations that impact the customer's...
Published 07/20/21
Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.   Top Takeaways:  ·        When businesses take the mundane transactions to the experiential, customers come to see what they will do next. ·        Customer expectations have evolved over the last year-and-a-half. What brands think their customers want has...
Published 07/13/21
Top Takeaways:  ·        Hire people who assume a leadership position when it comes to taking care of the customer. (Even if you’re not a leader, manager, or supervisor, it doesn’t mean you can’t treat the customer as if you are.) ·        Everybody is a customer. Show up in a way that is receptive to the needs of both your customers (internal customers and external customers). ·        To create self-leaders, the leaders of the company need to provide support and empower their front-line...
Published 07/06/21
Top Takeaways: ·        Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization. These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization. ·        Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. ·        The brand promise falls into three categories: 1. ‘Unlike the others’ - Being...
Published 06/29/21
Top Takeaways:  ·        Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer. ·        Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you. ·        Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent. ·        Hassle-free customer support is the number one element that increases...
Published 06/22/21
Top Takeaways: ·        A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process. ·        Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less. ·        With so much competition out there, every business cannot afford to provide a bad customer experience....
Published 06/15/21
Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. When businesses don't understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times. A personalized service compels customers to continue doing business with you. Empower your employees to provide personalized service because in business, he who goes the extra mile, wins. When the leaders are...
Published 06/08/21
Top Takeaways: There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy. Anabolic energy (levels 3 to 7) is the constructive and healing energy. Level 1: The state of being a victim. In other words, where the customer or the customer service agent feels like there is no solution. Level 2: The Antagonist - Seeing everything through the lens of conflict. This is the 'I win, you lose' state. Level 3: The Rationalizer - People start to take...
Published 06/01/21
Top Takeaways:  -      People can steal your ideas or create the same products. What they can't take away is the level of service and relationships you've built with your customers. -      Everybody has customer service. You can win by focusing on creating connections and building relationships with your customers at a higher level than others. -      You can coach people on the technical aspects of the job. But, having empathy is something one just has or doesn't have. -      Customer...
Published 05/25/21
Top Takeaways: -      In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions. -      The most fundamental part of emotional intelligence is understanding what goes on inside our minds. We have to understand our own personalities and emotions so we can understand others. -      Self-awareness is knowing what you are good at and identifying your limitations. Know how to minimize your weaknesses and...
Published 05/18/21
Top Takeaways:  Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. When we don't satisfy our customers sooner (or soon enough), they walk.  Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want?  A customer service mindset plus a velocity mindset equals a great customer...
Published 05/11/21
Top Takeaways: ·        Companies spend billions of dollars building their brands, retail stores, and products. But, when it comes down to the moment that's most impactful for a customer, it usually comes down to their interaction with a customer service agent. ·        The feedback economy shifts the service model on its head. There is less focus on broadcasting why your company is great. The focus is on listening to the customer, understanding their pain points, and creating more systemic...
Published 05/04/21
Top Takeaways: -      Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day. -      Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity. -      It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion. -      Businesses need to get feedback from a...
Published 04/27/21
Top Takeaways:. -      56% of consumers go to a company's website before they call customer service. In many cases, this can be a missed opportunity to contain and resolve a customer's concern. -      Almost half of the consumers believe that self-service is more convenient. 82% say that they are willing to use self-service but 46% don't expect it to work. -      Right now, most self-service channels are focused on information about the company and its products instead of the customer...
Published 04/20/21
Top Takeaways: -      Slack is an online customer support tool that brings all the people who have the customer at the center of their work together. Slack provides a platform where users (both internal and external customers) can talk about customer challenges and solve customer problems together. -      As long as your team understands what’s important and they have access to all the information that they need to do their job successfully, you’ll start to see alignment in your...
Published 04/13/21
Top Takeaways:  Broken promises to your customers can be either implicit or explicit depending on the situation or marketing strategy.  There are lots of reasons why some promises are not kept. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful.  Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn.  Shep’s definition of...
Published 04/06/21
Top Takeaways: -      While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity. -      Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance. -      Teach GMs and department heads to start inspiring and empowering. Our teams are full of talent that we can use if we invite them to...
Published 03/30/21
Top Takeaways: -      The reality of today’s digital world is that the transformation of technology is never done. Therefore, all companies need to continuously change and pivot to keep up with their customers’ expectations and the rest of the business world. -      A lot of companies may have an intuitive belief of where their customers are in terms of their needs, expectations, and pain points. Unfortunately, they don’t do the necessary research to keep their finger on the pulse of where...
Published 03/23/21
Top Takeaways:-      Some businesses such as a healthcare practice or provider, do not have a product that the customer touches. Instead, it’s all about selling the entire service experience to their customer. -      Remember to manage the Moments of Truth: any time a customer comes into contact with any part of your business they have the opportunity to form an impression. -      Words are very powerful in shaping the perception of the customer experience. For example, the waiting room in a...
Published 03/16/21
Top Takeaways:-      The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered. -      One of the most important things you can do every day is huddle with your team. Meet together and talk about your culture and company values daily. -      The number one reason people leave their jobs is because they are not feeling recognized or valued by their boss or management. -      Keeping a healthy, productive company...
Published 03/09/21
Top Takeaways:-      Influencer marketing is a way to add to your customer journey. It starts with social media. One of the first things customers look at when exploring a brand is their social media presence. -      Influencer marketing enhances customer experience through people, visuals and content that are relatable, unlike traditional ads made in a studio. -      A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other...
Published 03/02/21
Top Takeaways:-      Web accessibility is required by the law for almost every business in the United States. -      According to the CDC, 26% of American adults are living with some form of a disability, and it’s up to American businesses to make sure that all their public spaces are accessible to everyone. -      Accessibility cannot truly be widespread until it is affordable, simple enough for the average business owner to install, and in a format that allows businesses to ‘set it and...
Published 02/23/21
Top Takeaways:-      Personalization has been and continues to be the big buzzword in the world of customer experience. -      In just a matter of a few months, COVID-19 forced businesses 2-3 years into the future of digital commerce and digital customer experiences. -      COVID-19 has also affected the way customers shop, especially with grocery stores, which saw a 300% increase in online purchasing over the last year. -      Amazon has set the bar for the eCommerce experience. Customers...
Published 02/16/21
Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort. That’s convenience! A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information. Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service...
Published 02/09/21