{"id":31117,"date":"2015-02-18T00:00:00","date_gmt":"2015-02-18T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/a-purposeful-customer-experience-shouldnt-happen-by-accident\/"},"modified":"2024-03-04T18:52:42","modified_gmt":"2024-03-04T18:52:42","slug":"a-purposeful-customer-experience-shouldnt-happen-by-accident","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-training\/a-purposeful-customer-experience-shouldnt-happen-by-accident\/","title":{"rendered":"A Purposeful Customer Experience Shouldn\u2019t Happen By Accident"},"content":{"rendered":"<a href=\"https:\/\/www.hyken.com\/customer-service-training\/a-purposeful-customer-experience-shouldnt-happen-by-accident\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-6235 size-medium\" title=\"customer experience speaker shep hyken customer success\" src=\"http:\/\/www.hyken.com\/wp-content\/uploads\/Purposeful-Customer-Service-250x300.jpg\" alt=\"Purposeful Customer Service\" width=\"250\" height=\"300\" \/><\/a>\r\n<h2>Customer Success<\/h2>\r\nThe customer experience shouldn\u2019t happen by accident. It should be planned and thought out well in advance of the success you hope to have with your customers.<!--more-->\r\n\r\nI recently had a conversation with someone who helped me focus my long-term strategic plans. We talked about the success I had in the past and what I hoped would be continued success in the future. I am very goal-oriented and shared my goals for the upcoming quarter, for the year, and even for ten years. These included the number of speaking engagements I wanted to do, the number of training dates our trainers would book, the growth in our online university and more. While she seemed impressed, she asked me how I planned to make those goals a reality. I told her what had been successful in the past and how it should continue to take me into the future.\r\n\r\nHer response took me by surprise. She informed me that I had been successful by accident. While I had my goals, the detail about how I planned to achieve these goals was minimal.\r\n\r\nThat made me think about how many organizations go about delivering great customer service. In effect, they do it by accident. They hire good people and hope they will deliver based on their past experience. Some companies take it a step further and have some training. Still, they are just hoping to achieve what the customer would consider to be a great customer service experience.\r\n\r\nCustomer success doesn\u2019t happen by accident. It starts with hiring the right people and training them, but that still may not be enough. The best companies don\u2019t take a chance. They actually design the experience.\r\n<h3>Steps to help you move from accidental to purposeful amazing customer service:<\/h3>\r\n<ol>\r\n \t<li>Already mentioned is hiring and training. By the way, training should be ongoing \u2013 not a one-time thing. Training isn\u2019t something you did. It\u2019s something you do. It doesn\u2019t always have to be a big training session. If you have a weekly meeting, take several minutes to highlight customer service and share a tip.<\/li>\r\n \t<li>Create the customer <a href=\"https:\/\/www.hyken.com\/customer-experience-2\/customer-service-journey-map-can-lead-instant-gratification\/\" target=\"_blank\" rel=\"noopener\">journey map<\/a>. This is plotting out all of the <em>touchpoints<\/em> that the customer has with your organization. This shows the obvious places where the customer can form an impression, and where the opportunities are to make that impression a Moment of Magic\u00ae.<\/li>\r\n \t<li>When you are looking at the journey map, determine what goes on behind the scenes that drive the experience at any particular touch-point. For example, a server at a restaurant may take the customer\u2019s order and, five minutes later, come back with the food. There is a lot that happens behind the scenes to ensure that food comes out in a timely manner and is prepared the way it is meant to be. What are the friction points that could hurt the front line touch-point? How can they be mitigated or even eliminated? What can you do to enhance or make the frontline touch-point better?<\/li>\r\n \t<li>Train people on how to deal with mistakes and complaints. It\u2019s not a matter of if you will ever have one of these Moments of Misery\u2122, it\u2019s when. The best companies make mistakes and have complaints, but they have trained their people and have a system that turns that Moment of Misery\u2122 into a Moment of Magic\u00ae.<\/li>\r\n<\/ol>\r\nDon\u2019t rely on chance or luck to bring you customer success. Be purposeful. Plan with detail. A long-term successful customer service initiative doesn\u2019t happen by accident.\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<em>(Copyright \u00a9 MMXV, Shep Hyken) <\/em>","protected":false},"excerpt":{"rendered":"<p>Customer Success The customer experience shouldn\u2019t happen by accident. It should be planned and thought out well in advance of the success you hope to have with your customers.<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6801],"tags":[5221,5248,5249],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Purposeful Customer Experience Shouldn\u2019t Happen By Accident<\/title>\n<meta name=\"description\" content=\"The customer experience shouldn\u2019t happen by accident. Don\u2019t rely on chance or luck in order to achieve customer success.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-service-training\/a-purposeful-customer-experience-shouldnt-happen-by-accident\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Purposeful Customer Experience Shouldn\u2019t Happen By Accident\" \/>\n<meta property=\"og:description\" content=\"The customer experience shouldn\u2019t happen by accident. 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