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Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member. This simple question gives you an idea if your organization did well enough for the customer to recommend you. The follow-up question is this:

Is there one thing you can think of that would make doing business with us better? Continue reading

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Continue reading

I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount. The salad didn’t even cover the entire plate. So, my friend spoke up and mentioned it to the server, who replied, “I don’t make them. I just serve them.” And, then he walked away. Continue reading

Leveraging Customer Data In Real Time

Focusing on Business Intelligence and Customer Experience

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities.

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Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different. Continue reading

The Holy Grail Of Customer Experience

How any sized business can create customer experience and loyalty.

Shep Hyken sits down with Craig McVoy, founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seven customer experience principles every business must follow and the questions you must ask if you want your brand to compete in 2018 and beyond.

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There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness. Continue reading

Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation

What can you do to help create an effortless customer experience?

Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services, to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience.

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