Shep Hyken\'s Customer Service Blog

Posts tagged "frictionless customer experience"

How to Eliminate Friction and Improve the Customer Support Experience

How can you provide a better experience for the customer and an even better one for the agents?

Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer.

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Fortune Teller Predicts DeliveryEasy Customer Experience

“Set it, and forget it!” Those are the words of Ron Popeil, one of the greatest pitchmen on the planet, known for inventing and selling the Chop-O-Matic hand food processor, the Veg-O-Matic (that he said can slice a tomato so thin it only has once side), the Ronco Pocket Fisherman and many other inventions. His Showtime Rotisserie and BBQ sold over 8 million units and helped his company to exceed $1 billion in profits. (Wikipedia)

One of the lines he made famous was, “Set it, and forget it,” referring to just putting the chicken in the rotisserie and having it come out perfect every time. And, that is the lead in to this week’s customer service lesson. Continue reading

Chalk Board FrictionFrictionless Business

Merriam-Webster’s defines the word friction three ways; the act of rubbing one thing against another; the force that causes a moving object to slow down when it is touching another object; and the disagreement or tension between people or groups of people. If you tie the concept of friction to the concept of customer service, none of these definitions are good. Continue reading