CX Strategy: Embracing Humanity at Scale with Bruce Temkin

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

1. What is the difference between customer experience and customer service? 
2. Why is the concept “the customer is always right” often considered misguided? 
3. How can companies benefit from shifting their focus from internal processes to customer-centric thinking? 
4. What role does behavioral science play in improving customer experience? 
5. How is artificial intelligence affecting customer service and employee roles in modern organizations? 

Top Takeaways:

• Customer experience isn’t just a buzzword or a fancy way of saying customer service. It is not just about the moments where the customer needs help. It is about every interaction throughout the entire customer journey. 

• Customers are not always right, but they are always the customer. Customers sometimes have complaints or requests that don’t align with the business’s offerings, especially if they’re not the target audience. Treat everyone with respect, even when you can’t give them exactly what they want. Even when they are wrong, let them be wrong with dignity and keep the relationship open for the future as much as possible. 

• Behavioral science helps explain why customers act the way they do, make certain choices, and even how they respond to situations. Knowledge about how humans think and feel is just as essential as knowing how to organize teams or create new products. Understanding human behavior helps leaders make decisions that truly connect with employees and customers. 

• Success isn’t just about financial results, but also about making life better for people inside and outside the company. Leaders who keep the well-being of employees, customers, and communities in mind make decisions that will have a positive impact on everyone.  

• AI is changing how work gets done, especially in customer service. AI helps humans do higher-level, creative, and caring work. AI can handle simple tasks, so humans can focus on building real relationships and solving complex problems. 

• Technology creates new opportunities. AI will not replace humans. It will change the type of work that humans do. Just like how the internet created tons of new jobs, AI will reshape the workplace and introduce new careers.  

• Plus, Shep and Bruce discuss why it is important for individuals and companies to make sure they are always moving towards their “North Star.” Tune in! 

Quotes:

“One of the absolute misguided beliefs is that the customer is always right. They aren’t. All you have to do is look at yourself in the mirror. Everyone’s been a customer and not always been right when they’ve complained or seen a problem.” 

“Everything we do must keep the customer in mind at every decision point. Even if the decision isn’t loved by the customer, we must understand why and know how to handle any dissatisfaction.” 

“If you’re trying to have a good relationship with a customer and a good experience for them, but you spend all your time thinking about your own processes, you’re missing out. You need to have real, meaningful conversations that focus on the customer’s needs, not just your own operations.” 

“It’s not about AI versus humans, and it’s not about AI or humans. The real value comes from building collaboration between AI and humans, using each for what they’re best at to deliver the strongest outcomes.” 

About:

Bruce Temkin is widely recognized as the “Godfather of Customer Experience,” helping to shape customer and employee experience and advising leaders on how to keep people at the center of their organizational processes. He is the host of the podcast, Humanity at Scale: Redefining Leadership. 

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