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Customer ExpectationsCustomer FocusedCustomer Service Training
In the past, customerservice centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen. WHAT IS EXCELLENT CUSTOMERSERVICE?
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customerservice experience. They do customerservicetraining during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.
Not just your competition, but the best companies in the world that are creating new levels of customerexpectations. How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands? How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands?
Our service would be impeccable. . If you think about these answers, they are exactly what customersexpect anyway. What would make your customers say, “Wow!” And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.? .
The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customersexpect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.
(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.
Just as we want our customers to come back, we want our employees to stay. . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Done right, customer support makes you money. . Follow on Twitter: @Hyken.
This is all part of the digital revolution, and the modern customerexpects to have a consistent experience regardless of the channel. Shep Hyken is a customerservice and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Then along came emails, then chat, then chatbots.
This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customerservice research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customersexpect.
People need to know they can count on your product, not just your customer support department. CustomerService and Support: It’s a given that everyone in your organization will deliver a level of customerservice that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. I challenge you to accept that fact and to do business accordingly.? .
Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customerexpectation. Follow on Twitter: @Hyken.
So, a good way to describe what managing the un-Wow is would be to say… Avoid anything that would take away from the usual, hopefully positive, experience that your customersexpect from you. Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author.
Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad. If there is a problem or question, realize the customerexpects an answer quickly, not hours or even days from when they posted or messaged you on social media.
Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customerexpectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customerservice and experience.
This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customersexpect an easy and convenient experience with anyone they do business with. It’s about customerservicetraining. Just kidding!
Never lose sight of what the customerexpects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.
Are You Meeting & Exceeding CustomerExpectations? Teresa Allen) My new customerservice keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. There’s a big difference. by Teresa Allen.
The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customerservice. An interesting article on how to meet, if not exceed customerexpectations. Follow on Twitter: @Hyken.
Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customerservice and customer experience keynote speeches and his customerservicetraining workshops at www.Hyken.com.
Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Recognize the opportunity you have with new customers. When customers receive great service during busy times, they know that less frantic times will be just as good, if not better. Follow on Twitter: @Hyken.
More than ever, it’s important to not just get new customers, but keep the customers you have. Forbes) Customerexpectations often come down to one word: instant gratification. 6 tips for building an effective customer focus strategy by Hannah Wren. Zendesk) The good news is that customer focus can be improved.
My Comment: A company that is known for its amazing customerservice has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: If you want to win the customerservice “game,” then you must practice the fundamentals.
The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.
My Comment: This is not just a list of 20 ways to improve customer experience management; it’s a compilation of ideas from 20 experts. 14 Tips For Notifying Your Customers About Major Changes Without Scaring Them Away by Expert Panel, Forbes Communications Council. Follow on Twitter: @Hyken.
9 CustomerService Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customerservice is not a choice or luxury; it’s a standard your customersexpect. Well, here are nine “how to not’s” to consider in your customerservice strategy.
With that in mind, I’d like to share five customerservice tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customerexpects more than ever. They no longer compare you to just your competitors.
In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customerservice. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Take this week to tweak the service. Talk about it.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.
Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customerexpectations evolve by Tara Bartley and Ashitha Bhanu. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.
Seriously, it is a good look into what customersexpect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. Shep Hyken is a customerservice expert, professional speaker and New York Times bestselling business author.
My Comment: Here’s a list of ten strong tips to help you and your organization become more customerfocused. One I’ve been talking about since the begging of my career in customerservice and CX is number nine, which is speed and urgency. Today, more than ever, customersexpect a fast response.
My Comment: Want to meet – and even exceed – your customers’ expectations? Shep Hyken is a customerservice expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs go to www.TheCustomerFocus.com.
Customerservice and customer experience (CX) have become as hot of topics as any in business. It’s become a customerexpectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. It’s what drives our business. For information, contact 314-692-2200 or www.hyken.com.
My Comment: The article opens with the following line: Today’s customersexpect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. You’re no longer compared to your competition, but to the companies who provide the best service.
My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. Retail expert, Shelley Kohan, shares her thoughts on why customerservice is, in her opinion, on the decline. She backs it up with plenty of examples and stats.
Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customerexpectations. My answer is that customer engagement is what can enhance the customer experience.
Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customerservicetraining programs go to www.thecustomerfocus.com. The post What Has Changed in CustomerService? Follow on Twitter: @Hyken.
Exceeding CustomerExpectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customerexpectations to deliver great service. My Comment: Adam Toporek is an author, blogger and all round good guy. Follow on Twitter: @Hyken .
Each week I read a number of customerservice and customer experience articles from various resources. Gypsy and Your CustomersExpect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customerservice insights.
This article makes the point that trust is a defining piece of the customer experience. Today’s customersexpect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. It drives repeat business and loyalty. It drives word-of-mouth referrals.
Clearly, a customerservice culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customerexpectations are higher than ever.
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