shep hyken
Create a Selfie Experience
Shep Hyken | January 26, 2023
By Shep Hyken Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background. People wanted to remember the moment, and thanks to the cameras that virtually everyone has today, also known as mobile phones, they can save and cherish moments and share them with others forever. ...
Don’t Just Personalize the Customer’s Experience – Individualize It
Shep Hyken | January 19, 2023
By Shep Hyken Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. Let’s start by looking at what the “experts” refer to as personalization. The simple way to explain it is that customers are segmented into several groups, known as personas, which co...
Three Ways to Create an Employee Experience That Creates a Better Customer Experience
Shep Hyken | January 12, 2023
By Shep Hyken Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees...
Top Ten Customer Service and Customer Experience Predictions for 2023
Shep Hyken | January 5, 2023
By Shep Hyken Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Here we go: 1. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), eve...
23 Ways to Create an Amazing Experience in 2023
Shep Hyken | January 3, 2023
By Shep Hyken Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. Manage the first impression. It sets the tone for what’s to follow. Manage last impressions. They create lasting impressions. Demonstrate your knowledge and expertise. Customers want to work wit...
Customers Don’t Know the Difference Between Customer Service and Customer Experience
Shep Hyken | December 21, 2022
By Shep Hyken As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Are they confused? Do they not know the difference? Maybe, maybe not. And in the end, it doesn’t matter. They don’t care, and neither should you. All you should worry about is giving them the experience they want, expect and deserve – regardless of what your customers call it. Here are some of the different definitions the public gives to customer service: Customer service is a group of people who help me when I have a pro...
FOMU…The Fear of Messing Up
Shep Hyken | December 14, 2022
By Shep Hyken You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU. I knew what FOMO meant but wasn’t sure about FOMU, which, as it turns out, stands for Fear of Messing Up. Specifically, he talked about how the stakes are higher than ever in business. Faced with the pandemic, suppl...
Our Customers, Not Our Competition, Are the Reason Customer Service Is Important
Shep Hyken | December 8, 2022
By Shep Hyken When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead. Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. First, if we’re worried about the competition catching up to or surpassing us, it...
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