customer experience
The Light Switch Mentality
Shep Hyken | February 23, 2022
By Shep Hyken When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday. I switched to a new satellite system for the internet and TV. Before the switch, when I changed TV channels it was instant. Go up, go down or push the number pad to get a specific channel, and it worked instantaneously. But with the new system, it took three or four seconds, sometimes longer depending on the signal, to move ...
Make Your Customer Smarter: Create an Educational Experience
Shep Hyken | February 17, 2022
By Shep Hyken It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so much more expensive than another. They are the same size, and many have similar great pictures. So which TV should you buy?...
Five Lessons on How to Personalize the Customer Experience
Shep Hyken | January 6, 2022
By Shep Hyken I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. BarkBox caters to dog owners and lovers and is a subscription business that sends a box of dog toys and treats to dogs – actually to the dog owners – every month. Recently, some severe torna...
How Much Do You Trust Your Customers?
Shep Hyken | January 3, 2022
By Shep Hyken One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent customer experience learning opportunity. Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales. The staff was struggling. The customers were frustrated. That’s when a staff member asked the customers to please be patient, and they excused themselves for about two minutes, stepping away to discuss the problem....
Customer Experience Transformation: How to Get the Essentials Right First
Dr. Alessandro Inversini | December 13, 2021
By Dr. Alessandro Inversini If we believe that the customer experience is the future of business, then understanding how your customers perceive their interactions with your company is a vital key to success. Getting essential customer experience right in every touchpoints can lead to more meaningful and transformative moments during the customer journey. What exactly is Customer Experience? Customer Experience is a multifaced concept which can be understood as the cumulative cognitive, affective, sensorial and behavioral impact of multiple touchpoints interactions between an organization and a specific customer. In other words, cus...
Here’s a New Word: Skimpflation
Shep Hyken | December 9, 2021
By Shep Hyken The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. I said, “You are a victim of skimpflation.” The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here. Skimpflation is a result of rising business costs and the labor shortage caused by what we’ve been calling The Great Resignation, in which employ...
When Your Customer Experience Hits a “Bump in the Road”
Shep Hyken | November 3, 2021
By Shep Hyken One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments. He writes: I would love to get some service-related feedback. My hotels have struggled this year with our service scores. In years past both of my locations were consistently in the top 30% of brands. This ...
The Future of Customer Experience Is Human, Meaningful & Transformative
Dr Andreea Antonescu | September 8, 2021
By Dr Andreea Antonescu The concept of Customer Experience has become quite popular lately and it is used in discourses, storytelling, advertisement campaigns, business strategies, and research cross-disciplines. Therefore, at Institute of Customer Experience Management (ICEM), we decided to take a closer look at the concept and try to deconstruct it in order to generate a better understanding about its composing elements and attributes. CX becomes HX: The Human Experience The questions we asked ourselves were at first of an epistemological nature and slowly shifted into more operational ones. So what is an experience...
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