Eradicating Mediocrity in Customer Service

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Top Takeaways:

• Don’t fall into the trap of thinking your service is “good enough.” “Good enough” service is never good enough.
• Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers.
• Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won’t work.
• Think of your customers in terms of the classic iceberg metaphor. There is so much more going on underneath the surface than what is clearly visible. Work to understand those behaviors and motivators you don’t immediately see.
• NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.
• Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. This will affect your brand reputation and could result in missed opportunities and lost revenue.
• We are in the age of the “now” customer. Customers are no longer willing to wait for answers or products, but companies still believe they are.
• It’s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness.
• Deflection is not a customer-centric concept. You can offer your customers alternatives, but always give them the option to come back.
• For more, read Simplr’s report, “The State of CX in 2020” and attend (or rewatch) Simplr’s webinar, “How to WOW the NOW Customer” featuring Shep and Daniel!

Quotes:

“‘Good enough’ is not good enough. A ‘good enough’ mentality causes you to rest on a laurel that is a false presumption of loyalty by your customers and future customers.”

“The customer expectation has evolved and changed so quickly that we are unaware that we are failing our customers left and right. We think we’re doing good enough, but the reality is that brands are at major risk of letting customers down and losing them.”

“Technology alone is not the solution to interacting with your customers. You need to have the best people and the best technology.”

About:

Daniel Rodriguez is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. Before Simplr, he served as VP of Marketing for Seismic and co-founded multiple other companies.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. How can I get more customer feedback?
2. How can I improve my customer service?
3. What should I do with customer feedback?
4. How can I balance digital and human customer support?
5. How can I make my brand stand out?