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Latest "Customer Experience" Posts

This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken
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I recently had the good fortune to meet Frankie Saucier, the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.

So, Frankie sat down with her team to brainstorm how to handle a tweet that a customer posted asking how long it would be before their cable TV was restored. She asked them, “What would be the best response?” Continue reading

Kevin Berk on How to get Customers to Want to Leave Reviews

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.

Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. Continue reading

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.”  I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago. I was just joking.

She then said, “Oh, you’re looking for a view. You could upgrade to a room with a view, if you would like.”

I was surprised and said, “But, I thought you told me you were checking me into the best available room.” Continue reading

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty

A convenient, frictionless experience is something that consumers want and need, and are willing to pay for.

Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. Continue reading

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. – Shep Hyken Continue reading

When was the last time you called your business?

I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!)

So, a week later our team picked up the phones and started “smiling and dialing.” We connected with a good number of the people who responded positively to our calls, but that’s not what this is about. It’s about how a company’s phones are answered – and you can probably guess, this is more rant than rave. The number of companies that messed up their first impression was ridiculously high. About a third of the way into the calls I realized we should have done a formal study. Continue reading

Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage

Can listening to your customers’ needs and wants actually provide a new strategic direction for your business?

Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback. Continue reading

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.

Okay, that doesn’t seem like a big deal – and it’s not. That is, until you experience something better. Continue reading

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. – Shep Hyken Continue reading

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry. “Travel hassle” can be very stressful on everybody.

I love it when I take a flight that is on time. And, I love it even more when the flight attendants on those flights understand that after their number one priority, which is safety, their second job is to be brand ambassadors for the airline they represent. And, that goes for all other airline personnel. By the way, that’s a pretty good way to operate any type of business. Continue reading

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another.

The frustration began with fifteen minutes of hold time. Once the customer service representative came on the call, Cindy briefly described the problem. The rep asked a number of security questions, which included her full name, address, where she was born, mother’s maiden name, social security number and driver’s license number. While more than the usual questions, I understand they are for our protection. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. Continue reading

Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service

Do you want to embrace technology and provide your customers a better experience?

Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group.

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