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Latest "Customer Experience" Posts

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job?

Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx, a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste . . . and often along with it, sky-high expectations. Continue reading

Lynn Hunsaker on How to Retain Customers
So You Don’t Have to Attain Them

What thinking goes into creating an amazing customer experience?

Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process.

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Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Continue reading

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™. Continue reading

Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace

Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business?

Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why . . .

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Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete

Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!

Shep talks with Chad Keck, CEO and co-founder of Promoter.io, about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score.

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A few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake. Typically, when I add a pancake they charge a dollar. When the server left the check on the table I noticed they charged me five dollars for the pancake. I asked about the high-priced pancake and learned there was as difference between adding a pancake and ordering just one for breakfast. He was very nice about it, and I was happy to accept the reason. He then jokingly told me the next time I came in he was going to give me a pancake for a dollar. I thanked him and left him a nice tip for his great service and his outstanding attitude. Continue reading

Brian Solis Discusses the Role of
Customer Experience Design

What will brands and businesses need to do in the future to be successful?

Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience.
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Holiday Customer ServiceThe holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus, the “airing of grievances and feats of strength” is on December 23. (And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list. But only if you want to laugh!) Continue reading