{"id":32239,"date":"2020-11-03T00:00:00","date_gmt":"2020-11-03T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-daniel-rodriguez\/"},"modified":"2024-01-22T17:28:29","modified_gmt":"2024-01-22T17:28:29","slug":"amazing-business-radio-daniel-rodriguez","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/","title":{"rendered":"Eradicating Mediocrity in Customer Service with Daniel Rodriguez"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>Don\u2019t fall into the trap of thinking your service is \u201cgood enough.\u201d \u201cGood enough\u201d service is never good enough.<\/li>\r\n \t<li>Customer expectations are evolving so quickly that companies don\u2019t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers.<\/li>\r\n \t<li>Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won\u2019t work.<\/li>\r\n \t<li>Think of your customers in terms of the classic iceberg metaphor. There is so much more going on underneath the surface than what is clearly visible. Work to understand those behaviors and motivators you don\u2019t immediately see.<\/li>\r\n \t<li>NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction.<\/li>\r\n \t<li>Customers who have a less than amazing service experience with you may not fill out a survey, but they will tell other people. This will affect your brand reputation and could result in missed opportunities and lost revenue.<\/li>\r\n \t<li>We are in the age of the \u201cnow\u201d customer. Customers are no longer willing to wait for answers or products, but companies still believe they are.<\/li>\r\n \t<li>It\u2019s crucial to mystery shop your own business so you can get real data to help you understand what is truly happening with your customer base and how your company can improve areas of weakness.<\/li>\r\n \t<li>Deflection is not a customer-centric concept. You can offer your customers alternatives, but always give them the option to come back.<\/li>\r\n \t<li>For more, read Simplr\u2019s report, \u201cThe State of CX in 2020\u201d and attend (or rewatch) Simplr\u2019s webinar, \u201cHow to WOW the NOW Customer\u201d featuring Shep and Daniel!<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201c\u2018Good enough\u2019 is not good enough. A \u2018good enough\u2019 mentality causes you to rest on a laurel that is a false presumption of loyalty by your customers and future customers.\u201d\r\n\r\n\u201cThe customer expectation has evolved and changed so quickly that we are unaware that we are failing our customers left and right. We think we\u2019re doing good enough, but the reality is that brands are at major risk of letting customers down and losing them.\u201d\r\n\r\n\u201cTechnology alone is not the solution to interacting with your customers. You need to have the best people <em>and<\/em> the best technology.\u201d\r\n<h3><strong>About:<\/strong><\/h3>\r\n<a href=\"https:\/\/www.linkedin.com\/in\/drodriguez4\/\" target=\"_blank\" rel=\"noopener noreferrer\">Daniel Rodriguez<\/a> is the CMO of Simplr and an experienced marketing executive, entrepreneur, family guy and musician. Before Simplr, he served as VP of Marketing for Seismic and co-founded multiple other companies.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\">Shep Hyken<\/a> is a customer service and experience expert, <em>New York Times<\/em> bestselling author, award-winning keynote speaker, and your host of <em>Amazing Business Radio<\/em>.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>How can I get more customer feedback?<\/strong><\/li>\r\n \t<li><strong>How can I improve my customer service?<\/strong><\/li>\r\n \t<li><strong>What should I do with customer feedback?<\/strong><\/li>\r\n \t<li><strong>How can I balance digital and human customer support?<\/strong><\/li>\r\n \t<li><strong>How can I make my brand stand out?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: Don\u2019t fall into the trap of thinking your service is \u201cgood enough.\u201d \u201cGood enough\u201d service is never good enough. Customer expectations are evolving so quickly that companies don\u2019t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers. Companies must utilize AI and technology [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38157,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[2712,3943,6208],"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>Eradicating Mediocrity in Customer Service with Daniel Rodriguez - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"The customer expectation has evolved and changed so quickly that we are unaware that we are failing our customers left and right.\" \/>\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\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Eradicating Mediocrity in Customer Service with Daniel Rodriguez - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"The customer expectation has evolved and changed so quickly that we are unaware that we are failing our customers left and right.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-03T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-22T17:28:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Daniel-Rodriguez-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Eradicating Mediocrity in Customer Service with Daniel Rodriguez\",\"datePublished\":\"2020-11-03T00:00:00+00:00\",\"dateModified\":\"2024-01-22T17:28:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\"},\"wordCount\":511,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Daniel-Rodriguez-ABR-PHOTO.jpg\",\"keywords\":[\"customer experience\",\"customer expectations\",\"customer-serving digital technology\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-daniel-rodriguez\/\",\"name\":\"Eradicating Mediocrity in Customer Service with Daniel Rodriguez - 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