In my recent podcast, I spoke with Shep Hyken, a member of the National Speakers Association Hall of Fame and world class expert in the field of customer service and experience. We discussed the disconnect between companies’ perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer expectations and the effort required to engage with businesses.
Shep shared actionable strategies for improving customer service, including the significance of service awareness among employees and the role of technology in enhancing customer interactions. The discussion also touched on measuring customer satisfaction and the importance of addressing churn rates to retain customers.
Takeaways:
  • Customers compare you to the best service they’ve received.
  • Satisfaction alone is not enough; emotional connection is key.
  • Customer effort score (CES) measures how hard it is for customers to interact with you.
  • Mystery shopping can reveal the true customer experience.
  • Acknowledging and apologizing for problems is crucial in service recovery.
  • Service awareness helps employees engage better with customers.
  • Technology should enhance, not replace, human interaction in service.
  • Measuring churn rates can provide insights into customer retention.
  • Companies need to respect customers’ time to improve satisfaction.
  • Creating a culture of service excellence starts with employee engagement.
Chapters
00:00 Introduction to Customer Experience
03:02 Understanding Customer Expectations
05:53 The Importance of Customer Effort
09:01 The Disconnect Between Companies and Customers
12:13 Strategies for Employee Engagement
15:09 Creating Service Awareness
18:09 The Role of Technology in Customer Service
21:12 Measuring Customer Satisfaction
Here’s a link to the complete interview:
https://youtu.be/U3bFRLQqIZQ
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