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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. What are the top expectations customers have from brands? 
  2. What role does AI play in enhancing customer interactions and support? 
  3. How many bad experiences does it take before a customer stops doing business with a company? 
  4. Why is it important for companies to use their products? 
  5. Is there a difference between how businesses and customers perceive good response times?

Top Takeaways

Quotes:

“Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified.”  “There’s a clear difference between what customers expect in terms of response times versus what businesses think are good response times. Customers are expecting better and faster service than most companies realize.”  “If you’ve built an experience you’re proud of, you can monetize that, and customers are willing to pay for it.”  “You can have the fanciest tool, but if you don’t have the basic foundation of good customer experience, it’s just lipstick on a pig.”  About: Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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